The customer experience is one of the most important things a company can focus on nowadays.
Honestly, good customer service has always been a make-or-break ideal in the business world.
The chances of a company surviving and thriving relies on how they treat their customers.
We have done the research to find some compelling customer service statistics to engage and enlighten you of the importance of customer service in virtually every industry.
You can have the best products in the world, but if your customer service and the overall customer experience you provide is anything other than excellent, you will face challenging times at least.
Your company’s customer service is what differentiates you from your competitors, so it’s up to you to ensure customers have the best experience.
These statistics are intended to work together, not as a single thought.
However, you may have areas of strength in your company, but there is always room for improvement.
Let’s find out more about how consumers, businesses, and marketers perceive customer service.
Post Contents
- 1 Key Statistics
- 2 Top Customer Service Statistics in 2024
- 2.1 1. The global customer experience market is worth $11.34 (USD) billion.
- 2.2 2. Over two-thirds of marketers claim companies compete mostly based on customer service.
- 2.3 3. 93% of consumers say they are likely to return to buy from a company with excellent customer service.
- 2.4 4. 90% of customers say they will spend more with a company who offers personalized customer service.
- 2.5 5. Focusing on the customer experience (service) can result in a 60% profit boost.
- 2.6 6. Roughly 65% of consumers expect more from customer service than they did just 3-5 years ago.
- 2.7 7. 77% of shoppers said that lackluster customer experiences take away from their quality of life.
- 2.8 8. 36% of consumers say they prefer human interaction for customer service.
- 2.9 9. 72% of organizations plan to prioritize positive customer experiences.
- 2.10 10. 80% of companies use CSAT scores to analyze and improve their customer experience.
- 2.11 11. 74% of customers say they will forgive mistakes after excellent customer service experience.
- 2.12 12. 49% of customers quit a brand because of poor customer experience.
- 2.13 13. 70% of consumers say they expect companies to offer a self-service portal.
- 2.14 14. Over six out of ten consumers will switch to another business after a single poor customer service experience.
- 2.15 15. 85% of SMBs Twitter (now X) users claim this network is important to the customer experience.
- 2.16 16. To make up for one negative customer experience, it takes 12 positive experiences.
- 2.17 17. High-performing companies are 6.4 times more apt to have training CX training programs.
- 2.18 18. Customers are 2.4 times more apt to stay with a business when they solve issues quickly.
- 2.19 19. 76% of consumers expect to speak with someone immediately.
- 2.20 20. 56% of consumers say that automated telephone systems are frustrating.
- 3 FAQs
- 4 Conclusion
Key Statistics
- The global customer experience market is worth $11.34 (USD) billion.
- Over two-thirds of marketers claim companies compete mostly based on customer service.
- 93% of consumers say they are likely to return to buy from a company with excellent customer service.
- 90% of customers say they will spend more with a company who offers personalized customer service.
- Focusing on the customer experience (service) can result in a 60% profit boost.
- Roughly 65% of consumers expect more from customer service than they did just 3-5 years ago.
- 77% of shoppers said that lackluster customer experiences take away from their quality of life.
- 36% of consumers say they prefer human interaction for customer service.
- 72% of organizations plan to prioritize positive customer experiences.
- 80% of companies use CSAT scores to analyze and improve their customer experience.
Top Customer Service Statistics in 2024
1. The global customer experience market is worth $11.34 (USD) billion.
As of 2022, the total global customer experience market is worth $11.34 (USD) billion.
The Fortune Business Insights report for 2022 reported this data.
Moreover, they found that there was a 12.2% YOY (year-over-year) boost over the 2021 figure of $10.11 (USD) billion.
This market is expected to achieve $32.53 (USD) billion by 2029.
The expected CAGR (Compound Annual Growth Rate) is 16.2% between 2022 and 2029.
(Fortune Business Insights Report 2022, Oberlo)
2. Over two-thirds of marketers claim companies compete mostly based on customer service.
In a 2017 Gartner study, over two-thirds of marketers said that companies mostly compete through the customer service they provide.
For instance, you can have an amazing product, but if your customer service is subpar, you aren’t likely to last in today’s business world.
However, if you have a quality product and amazing customer service, you have a better chance of success in your market.
(Gartner 2017, Groove)
3. 93% of consumers say they are likely to return to buy from a company with excellent customer service.
How important is customer service? Important enough for a whopping 93% of customers/consumers to say they will offer repeat business to a company that delivers excellent customer service.
It’s worth noting that you save a lot of marketing dollars when you engage in good customer service that results in repeat business and higher customer loyalty.
(HelpScout, HubSpot Blog 2023)
4. 90% of customers say they will spend more with a company who offers personalized customer service.
Personalized customer service is something today’s consumer expects and responds to.
In fact, 90% of customers say they are willing to spend more money with companies that provide personalized customer service experience.
Using the customer’s name and being relatable goes a long way in this solution.
(123 Form Building)
5. Focusing on the customer experience (service) can result in a 60% profit boost.
According to Zendesk and CX Index, brands who are customer-centric revealed that their profits were 60% higher than companies who don’t focus on customer service.
The overall customer experience (CX) is crucial for many reasons.
One of the benefits of focusing on CX is that you enjoy higher profits even if that’s not your only objective in business.
(Zendesk Blog 2023)
6. Roughly 65% of consumers expect more from customer service than they did just 3-5 years ago.
Over 65% of today’s consumers, especially Millennials, expect a higher level of customer service today than consumers did just three to five years ago.
Therefore, we can gather from this data that excellent customer service is vital to businesses that want to build strong customer loyalty and enjoy higher customer retention rates.
According to the data, Millennials expect customer service to be personalized to their needs and promptly handled.
(Zendesk Blog 2022)
7. 77% of shoppers said that lackluster customer experiences take away from their quality of life.
Not only are consumers unhappy when customer service is lacking, 77% of them said that companies lacking in the overall customer experience diminish their quality of life.
The survey conducted included 5,028 consumers across industries and regions to help companies better understand how today’s consumer feels about the total customer experience.
(Forbes 2019, PR Newswire 2018)
8. 36% of consumers say they prefer human interaction for customer service.
One study from CSG International in 2022 revealed that 36% of consumers prefer waiting to speak with a human being for customer service help.
Despite the technological advancements for customer service today, over one-third of consumers still want to interact with a person, not a machine.
(Oberlo)
9. 72% of organizations plan to prioritize positive customer experiences.
According to a Forrester study, 72% of organizations say they are making the improvement of the customer experience is a top priority.
This is the significance of a positive customer experience.
Even most businesses are aware of this fact.
(Groove)
10. 80% of companies use CSAT scores to analyze and improve their customer experience.
CSAT (customer satisfaction) scores are the main metric for assessing the customer experience according to 80% of companies.
This data was unveiled by a Harvard Business Review study in 2010, but it’s still a valid method today.
(HBR, HelpScout)
11. 74% of customers say they will forgive mistakes after excellent customer service experience.
In the Zendesk CX Trends Report for 2022 it was revealed that 74% of customers are willing to overlook and forgive a mistake made by a company after getting excellent customer service following the mistake.
This usually relates to solving the problem to the customer’s satisfaction by delivering superior customer service in the wake of company error.
(123 Form Builder, CX Trends Report 2022)
12. 49% of customers quit a brand because of poor customer experience.
Nearly half (49%) of customers in the survey responded that they left a brand that they had been loyal to over the past year because of a poor customer experience.
This usually relates to how customer service handled a situation or how the CSR treated them.
Remember, your CSRs are at the front line in taking care of customer complaints, service, and play a crucial role in the overall customer experience.
(Zendesk Blog 2023)
13. 70% of consumers say they expect companies to offer a self-service portal.
Global statistics reveal that 70% of consumers say they expect companies to provide a self-service portal.
Since not every situation requires speaking with a representative, consumers today expect to have a way to remedy issues through a self-service portal.
If you’re not using a self-service portal for part of your customer service experience, you should consider it now.
(CX Trends Report 2022)
14. Over six out of ten consumers will switch to another business after a single poor customer service experience.
According to 2022 statistics from Zendesk, 61% (six out of ten) of consumers will switch to a competitor after a single instance of poor customer service.
While some customers will give you the benefit of the doubt after two or three poor customer service experiences, 61% won’t according to this data.
(Oberlo, Zendesk Blog 2022)
15. 85% of SMBs Twitter (now X) users claim this network is important to the customer experience.
The fact that 85% of SMBs (small-to-medium-sized businesses) using Twitter (now X) say that this platform is important for customer service should say something about the platform.
X (formerly Twitter) isn’t just a social media platform; it’s also used by companies to engage with customers and to provide quick and easy access to customer service and support.
(Groove)
16. To make up for one negative customer experience, it takes 12 positive experiences.
What do consumers think about negative customer service experiences?
In terms of making up for a single negative customer service experience, you need 12 positive customer service experiences.
Would it be easier to strive for zero negative customer service experiences rather than to make up for one?
(HelpScout)
17. High-performing companies are 6.4 times more apt to have training CX training programs.
If you want your company to perform better, you may want to do what today’s high-performing companies are doing.
High-performing companies are 6.4 times more apt to engage in customer service training and education.
(123 Form Builder)
18. Customers are 2.4 times more apt to stay with a business when they solve issues quickly.
Even the smallest figures related to customer service can help you improve your performance and retain customers.
In fact, customers are 2.4 more apt to stay with you if you solve their problems promptly.
(Zendesk Blog 2023)
19. 76% of consumers expect to speak with someone immediately.
People today are into instant gratification.
This is across their wishes and desires, which includes customer service.
In fact, 76% of consumers said they expect to interact immediately upon contacting customer service.
How does that change your perspective about customer service?
(CX Trends Report 2022)
20. 56% of consumers say that automated telephone systems are frustrating.
Despite the fact that automated telephone “agents” play a large role in most businesses today, 56% of consumers say it’s a frustrating system.
Over half of the consumers surveyed in 2019 said that automated voice systems connected to customer service make it challenging and frustrating to speak with a person.
(Oberlo)
FAQs
What is Customer Service?
Any interaction between a business and a customer is customer service.
These interactions can include responding to customer queries, customer complaints, resolving conflicts, taking and managing customer orders.
When you provide superior customer service, you will build a durable base of loyal customers and maintain customer retention.
What are Some Key Elements of Good Customer Service?
Here are the key components of providing good customer service:
1. Empathy: Any CSR (customer service representative) should be able to comprehend and empathize with a customer’s circumstances and situation.
2. Responsive: Customers should expect quick and easy access to connect with customer service.
3. Accurate: CSRs should be able to deliver accurate information.
4. Solution-centric: CSRs need to be able to adeptly find ways to solve customer issues and not just explain why certain things can’t be done.
5. Personalized: CSRs need to personalize their interactions with customers even if it just means using their name in a conversation.
6. Apologetic: When mistakes are made, CSRs need to apologize and offer to make things right.
What are Some Common Customer Service Complaints?
We found these common customer complaints for your consideration:
1. Long wait times
2. Rude or unhelpful CSRs
3. Issues with solving problems
4. Lack of communication
5. Feeling the company doesn’t care about their problems
How Can Customers Get Better Customer Service?
Here are some things for customers to know about getting better customer service:
1. Give clear and concise descriptions of issues.
2. Be respectful and polite even when you’re upset.
3. Be persistent, but not demanding.
4. If you’re unhappy with the customer service you’re getting, calmly ask for a manager or supervisor.
5. Provide clear feedback to the company to help them enhance their customer service.
What Benefits Come from Good Customer Service?
If you wonder how good customer service benefits you, look at these what it can do for your company:
1. Boost customer Loyalty
2. Improve customer retention
3. More word-of-mouth marketing (referrals/recommendations)
4. Boost in brand reputation and credibility
5. Lower expenses in terms of customer churn rates
How Can You Improve Customer Service Skills?
If you are a CSR professional and you want to improve your skills, here are some ways to do that:
1. Get professional training and certification.
2. Read articles and books about customer service.
3. Watch other successful CSRs.
4. Practice your active listening skills.
5. Be willing to go above and beyond for customers.
6. Be understanding, empathic, and patient with customers even when they’re not.
Conclusion
Now you should have a better idea of how vital a positive customer experience is to modern consumers.
While you also need to provide high-quality products, good customer experience is measured by excellent customer service.
Does knowing these customer experience facts have an impact on your perception of customer service?
Hopefully, you already engage in good and strong customer services for your loyal customers.
Even when your customer service is excellent and you have satisfied customers, there can be room for improvement.
When was the last time you read feedback from customers?
That’s a terrific way to “listen” to your customers and make changes when appropriate and necessary.
We hope these customer service statistics have provided you with an enlightened view that will encourage positive changes and improvements in customer service.
