Ever wondered what makes customers stay loyal?
Statistics suggest a good customer experience!
60% of consumers have made purchases from a brand based solely on the service they expect to receive.
78% of customers have backed out of a purchase due to a poor customer experience.
Did you know customer service is a competitive advantage?
42% of consumers admitted to paying more for a friendly, welcoming customer service experience.
The global customer experience management industry was worth $11.34 billion in 2022.
Ready to exceed expectations? Elevate your service game with the latest customer service statistics.
Top Customer Service Statistics: Editor’s Pick
- 94% of customers believe that a brand’s customer service is an important factor in making purchasing decisions. [27]
- Chewy and Trader Joe’s have achieved the highest customer satisfaction scores with an index of 85, according to the American Customer Satisfaction Index (ACSI). [26]
- 65% of customers have switched to a different brand due to a poor experience. [11]
- Investing in a customer-first operation can yield up to a 700% ROI over 12 years. [16]
- 93% of customers prefer to contact companies via email, while 88% prefer phones for seeking customer support. [1]
- 52% of consumers state that support interactions leave them exhausted. [20]
- 40% of customer services will focus on value enhancement tools to measure overall success by 2025. [23]
- 73% of customers believe AI will improve customer service quality. [6]
- By 2025, modern privacy standards will protect the personal information of 75% of the world’s population. [23]
- 90% of consumers consider resolving their issues as the most crucial customer service concern worldwide. [13]
General Customer Service Statistics
How important are customer services?
According to 94% of customers, a brand’s customer service is an important factor in making purchasing decisions. [27]
While 38% of customers have reported customer service is somewhat important. [27]
Customer service is very important to 56% of customers. [27]
Who has it figured out?- best customer service?
Top 10 American Companies With Best Customer Satisfaction Scores
According to the American Customer Satisfaction Index (ACSI), Chewy offers the best customer service, with a score of 85. [26]
Next in line is Trader Joe’s with 85 score points. [26]
Here we have curated a list of the top 10 companies with their customer satisfaction index.
| Company | American Customer Satisfaction Index (ACSI) |
|---|---|
| Chewy | 85 |
| Trader Joe’s | 85 |
| Amazon | 84 |
| Lexus (Toyota) | 84 |
| American Eagle Outfitters | 83 |
| Chick-fil-A | 83 |
| Clorox | 83 |
| Hershey’s | 83 |
| New York Life | 83 |
| Procter & Gamble | 82 |
What factors do you consider while purchasing a new product from a brand?
46% of customers consider previous customer experience with the brand to make the decision. [3]
47% of customers look for speed of availability and delivery. [3]
43% of customers go for a brand that has a large variety for them to choose from. [3]
Source: Emplifi
How Do People Describe Their Customer Service Experience?
How was your last customer experience?
52% of consumers state that support interactions leave them exhausted. [20]
55% of consumers admitted to feeling increasingly stressed. [20]
56% of customers reported that they have to repeat or re-explain information to different representatives. [6]
The average customer satisfaction rate is 19% for chat, 5% for email, and 5% for phone. [21]
80% of consumers develop an emotional connection with a brand when their problem is resolved by customer service. [22]
Cost Of Poor Customer Service Statistics
How bad customer service impacts your business?
According to Ruby Newell-Legner’s ‘Understanding Customers’ study, it takes 12 positive customer experiences to make up for one negative experience. [10]
65% of customers said they have changed to a different brand because of a poor experience. [11]
78% of customers have backed out of a purchase due to a poor customer experience. [12]
After more than one bad experience, nearly 80% of consumers said they would prefer the competitor next time. [6]
A customer is 4x more likely to switch to a competitor if the problem they’re having is service-based. [15]
42% of consumers admitted to paying more for a friendly, welcoming customer service experience. [19]
Benefits Of Good Customer Service Statistics
When was the last time you had a good consumer experience?
60% of consumers have purchased from a brand solely based on the service they expect to receive. [6]
3 in 4 consumers will spend more with businesses that provide a good consumer experience. [6]
Investing in a customer-first operation can yield up to a 700% ROI over 12 years. [16]
Companies focusing on customer experience increase their revenue by 80%. [17]
Teams who are very connected show a profitability increase of 21%. [18]
What Are Customer Expectations?
- For 90% of customers ‘immediate response’ is very essential. [12]
- 90% of consumers consider resolving their issues as the most crucial customer service concern worldwide. [13]
- About 90% of customers reported trusting a company whose service they rate as “very good”. [14]
- According to 80% of customers, the experience a company provides is equally necessary to its products or services. [1]
- 70% of customers said service agents’ awareness of sales interactions is fundamental. [1]
Omnichannel Customer Service Statistics
How to engage with companies for the best customer service?
93% of customers contact companies via email. [1]
88% of customers prefer phones to seek customer support. [1]
43% of customers said that receiving excellent social media customer service is important when making a new purchase. [3]
19% of customers agreed to send DMs for customer service. [4]
The percentage of customers sending DM’s for customer service has increased by 27% since 2022. [4]
How about companies? Where do they offer customer support?
28.1% of companies use email to offer support to their customers, followed closely by phone. [2]
Source: Salesforce
Social Media Customer Service Statistics
48% of consumers admitted to expecting a response to social media questions and complaints within 24 hours. [24]
It is interesting to note that one-third of American customers don’t expect any response on social media. [24]
Do you follow your favorite brands’ social handles?
At least one in three customers follow brands they like on Facebook, YouTube, and Instagram. [25]
18% of consumers reported that they expect a response from a company’s social media within one hour of their message. [25]
It has been reported that companies respond to social media users faster, with 59% of responses happening within 15 minutes. [23]
Source: Statista
AI And Chatbot In Customer Service Statistics
- 72% of customers stated that they have used self-service portals. [1]
- 55% of customers agreed to use self-service chatbots. [1]
- 68% of consumers praised the quick response factor of chatbots. [5]
- It is interesting to note that 72% of people who regularly interact with customer service bots indicate that the quality has significantly improved and dissatisfaction levels have dropped, while 78% said that they end up needing to connect with a human agent in the end. [6]
- 33% of customer service pros who use AI/automation tools reported that AI tools that monitor social media for customer service-related issues are very effective. [7]
- And 42% believe AI chatbots that respond to customer service requests are very effective. [7]
- Service employees reported saving more than 2 hours a day by using generative AI to respond to customers quickly. [8]
- 73% of the customers believe AI will improve customer service quality. [6]
Latest Customer Service Trends And Projections
The global customer experience management industry was worth $11.34 billion in 2022. [9]
The customer service industry is projected to grow to $32.53 billion by 2029. [9]
By 2025, 40% of customer services will focus on value enhancement tools to measure overall success, up from 17% in 2021. [23]
By 2025, modern privacy standards will protect the personal information of 75% of the world’s population. [23]
It is estimated that 60% of service firms will use analytics tools to supplement traditional surveys with voice and text interactions from customers by 2025. [23]
If you found this article interesting, you might enjoy these too:
FAQs
Why is customer service important for businesses?
Customer service is crucial for businesses as 94% of customers consider it an important factor in their purchasing decisions. Moreover, investing in a customer-first operation can yield up to a 700% ROI over 12 years, indicating its significant impact on the bottom line.
How do customers describe their customer service experiences?
According to statistics, 52% of consumers feel exhausted after support interactions, while the average customer satisfaction rate is 19% for chat, 5% for email, and 5% for phone. This suggests that there’s room for improvement in the quality of customer service experiences.
What are the benefits of providing good customer service?
Offering excellent customer service can lead to increased revenue, with 3 in 4 consumers willing to spend more with businesses that provide a good customer experience. Furthermore, companies focusing on customer experience have shown an 80% increase in revenue, highlighting the direct correlation between customer satisfaction and business success.
What role does AI and automation play in customer service?
AI and automation tools are becoming increasingly popular in customer service, with 72% of customers stating that they have used self-service portals, and 55% agreeing to use self-service chatbots. Additionally, 73% of customers believe AI will improve customer service quality, indicating growing acceptance and expectation of AI-powered support solutions.
How do customer service trends affect the future of businesses?
Customer service trends suggest a shift towards value enhancement tools to measure overall success, with 40% of customer services projected to focus on such tools by 2025.
Moreover, the global customer experience management industry is expected to grow to $32.53 billion by 2029, indicating the increasing significance of customer-centric strategies in business operations.
Conclusion
In the fast-paced world of business, customer service remains a cornerstone of success. From emotional connections to practical considerations like response times, customers value brands that prioritize their needs.
As companies embrace technology like AI and chatbots, they must balance efficiency with human touch to deliver exceptional experiences. With the global customer service industry projected to grow exponentially, understanding and meeting customer expectations will continue to be vital for businesses aiming to redefine success.
Sources
- Salesforce Research. State of the Connected Customer Report
- KlausApp. Customer Service Quality Benchmark Report
- Emplifi. 11 key things consumers expect from their brand experiences today
- HubSpot Research. The State of Consumer Trends in 2023 [Data from 600+ Consumers]
- Userlike.What Do Your Customers Actually Think About Chatbots?
- Zendesk. Ten trends. Three innovative areas. One full report.
- Hubspot. The State of AI Survey
- HubSpot Research. The HubSpot Blog’s State of AI Report [Key Findings from 1300+ Business Professionals]
- Fortune business insights. Customer service management
- Understanding Customers. Counting the customer -Glance
- Khoros. Must-Know customer service statistics of 2023 (so far)
- HubSpot Research. Live Chat Exposes a Fatal Flaw in Your Go-to-Market
- KPMG. Customer first insights
- Qualtrics XM Institute. ROI of Customer Experience, 2020
- Bain and Company. Loyalty
- Forrester. Is Customer Obsession Worth It?
- Zippia. Customer experience statistics
- GoRemotely. 24+ Mesmerizing Workplace Collaboration Statistics [2023]
- PwC. Experience gap, meet opportunity sweet spot: 6 must-knows
- Zendesk. Know the trending topics
- KlausApp. Report Customer Service Quality Benchmark
- CGS. 22 Customer Experience Stats for 2022
- Gartner. Future of customer service
- Statista. What is your expected response time for social media questions or complaints?
- RRD. It’s time to redefine and re-engage word of mouth
- Forbes. These Companies Have the Best Customer Service
- Microsoft Dynamics 365. Global State of Customer Service
Manisha is a digital writer providing guidance in career development and growth. She facilitates skill development and implementation of the right strategies for advancement. At Jobera, She documents content around the latest market trend analysis, insights, and career planning.