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25+ Important Customer Service Stats You Should Know in 2021

Written by, Sandeep Kumar

Updated June, 7, 2021

Did you know that almost 90% of people choose to do business with companies that offer excellent client service? That said, it comes as a shock when sometimes the slogan “The customer is always right” does not apply to all companies.

Fascinating Facts (Editor’s Pick)

  • Over 80% of customers would spend more on a company with better customer service.
  • More than 90% of unsatisfied customers keep quiet.
  • More than 70% of customers (globally) prefer speaking to a human instead of an automated bot.
  • Nearly 80 percent of customers reach out to customer services using a phone.
  • 33 percent of US consumers would take into consideration shifting to another company after experiencing one low-quality service.
  • No less than 33 percent of customers are irritated when being put on hold.
  • Over 90% of customers are more likely to purchase from companies that offer superb customer service.
  • More than 70 percent of customers said the company’s websites need to add a self-service app.

What is customer service?

Customer service is the simple act of providing the client with a professional and helpful service until the customer’s requirements are met.

With this in mind, we’ve put together some of the most fascinating customer service statistics that will help you understand just how much clients value quality customer service.

Customer Service Stats

With no further ado, let us explore more about customer services, facts, and stats related to them.

1. Over 96 percent of customers say customer service is essential when it comes to loyalty to a brand.

Source: (Forbes) (Premier Contact Point) (Customer Thermometer)

Forbes’s customer service research displayed 96 percent of customers considered customer service to play a crucial factor that influences brand choices and loyalty. Sixty-eight percent of global customers want to be informed about the changes, outages, and promotions a certain brand offers.

2. No less than 48% of consumers expect exclusive treatment for being good and faithful to a particular brand.

Source: (Nextiva) (Accenture)

As always, customers like being unique and treated with a little extra attention. Having this in mind, recent customer service statistics showed 48% of customers would appreciate a more exclusive treatment for being a great customer.

In addition to this being said, 33% of customers who eliminate a business relationship did so because of a lack of a personalized experience.

3. Over 80% of customers would spend more on a company with better customer service.

Source: (Superoffice) (Forbes) (Smart Insights)

Excellent client experience leads customers on spending more money. According to customers’ experience statistics, 86% of customers are determined to pay more for a company that offers better customer service. For example, some clients are more than ready to pay a premium price of up to 13% for splendid luxury services.

4. 72 percent of customers will spread the word about their excellent experience with six or more people.

Source: (Slideshare) (Customer Thermometer) (salesforce)

In research on positive customer service stats by Salesforce, it was revealed that 72 percent of clients quickly spread the word of their great experience with more than six people. Compared to 13 percent of unhappy customers who share their experience with more than fifteen people.

5. 33 percent of US consumers would consider shifting to another company after experiencing one low-quality service.

Source: (Helpscout) (Business Wire) (Qualtrics/XM Blog)

Poor service is costing companies big time. Over half of consumers across the USA get rid of planned purchases or transactions due to lousy service. At the same time, 33 percent of them also said they would consider shifting companies due to poor customer service even after having experienced just one of those.

6. More than 60% of the shopping experiences are established depending on how the customers feel they are being treated.

Source: (Industry Analysts) (salesforce) (Your Story) (Business 2 Community)

According to McKinsey’s study on customers’ experience statistics, 70% of buying experiences are established depending on the treatment clients receive. Hence, 84% of customers preferred being treated like a person, rather than a number— this itself is essential when purchasing from a retailer.

7. Slightly over 50% of clients refuse to cooperate with the same company after one unfavorable experience.

Source: (Helpscout) (Omniconvert)

When you fail to meet customer’s expectations, they are more likely to take their business elsewhere. Statistics on customer service showed 51 percent of clients would never do business with that company after one bad and unfavorable experience.

8. About 95% of clients admit that customer service is vital for brand loyalty.

Source: (Microsoft)

As customer expectations continue to grow, it becomes more challenging for brands to set themselves apart from the competition. Customer service facts display that about 95% of clients admit that customer service is essential for brand loyalty. Indeed, more than 60% of clients report having pulled out from a brand and switching to a competing company because of poor client service.

9. Over 90% of customers are more likely to make a purchase from companies that offer superb customer service.

Source: (Hubspot) (eDesk) (GetFeedback)

Numerous customer service stats display for clients to value an excellent shopping experience. Nonetheless, if you get your customers to rate your service with five stars, you might as well secure their loyalty too. However, around 93% of clients are likely to purchase from companies that offer impeccable customer service. On the other hand, customer retention statistics revealed that 67% of churn is avoidable if a client’s issue is resolved during the first service interaction.

10. Clients are four times more inclined to purchase a product from your competition if they offer better client service.

Source: (EBQ)

A positive client experience has the power to retain customers and the potential to bring old clients back. According to the customer retention rate, clients are four times more likely to buy a product from your rival if they experience a service-related issue versus an issue with the price or product.

11. There is a 74 percent chance that people would most probably go to other brands if they find the purchasing process rather intricate.

Source: (Fast Simon) (SFD – State of the connected customer) (Scale Your Sales)

Somewhat recent research by Fast Simon on customer service stats showed 74 percent of customers most probably will switch brands if the purchasing process is too complex. Thus, making things easier and more approachable seems like a hard-working task, but one that pays off in the long run.

12. More than 90 percent of unsatisfied customers keep quiet.

Source: (Reputation Refinery) (CustomerThink) (Beyond Philosophy)

Indeed, there is no better way to collect direct feedback than the one you can get from your clients. Consequently, customer service statistics indicated that 96 percent of dissatisfied customers do not complain whatsoever, instead of 91 percent that will turn their back on you and leave you for good. What’s even more, dissatisfied customers will let fifteen of their friends be aware of the bad experience they underwent.

13. More than 70 percent of customers said the company’s websites need to add a self-service app.

Source: (Slideshare) (SuperOffice) (Customer Thermometer) (CommBox)

In a customer service study from 2020, it was unveiled that more than 70 percent of clients expect a company’s website to add a self-service application. Furthermore, 40 percent of customers nowadays prefer self-service over human contact. However, 73 percent of clients still prefer using a company’s website instead of using social media or live chat support.

14. More than 62% of customers prefer email as their most commonly used service channel.

Source: (Forbes) (Ecrion)

Email remains the top option for a bulk of clients, while other customer service channels are building up in prominence. Indeed, according to social media customer service statistics, around 62% of customers want to communicate with companies via email. Apart from that, 42% prefer to reach customer service via phone, another 42% through live chat and 36% by using the “Contact Us” form.

15. Half (50 percent) of clients believe their comments don’t meet anyone who can do anything about it.

Source: (Qualtrics) (Microsoft) (Customer Thermometer)

Customer service metrics showed that 50 percent of consumers are more than certain their feedback doesn’t get to anyone who can do something about it. However, 52% of customers worldwide strongly agree for companies/businesses to step up and take action on matters, i.e. their clients’ feedback.

16. Over 50% of customers made an instant second purchase from a company due to a positive customer experience.

Source: (Zendesk) (Alicepos)

Almost all of the customers (90%) are under the impact of positive reviews when buying a product. To add, more than 60% of consumers genuinely read positive reviews online, while 63% read negative ones. To sum up, based on customer satisfaction statistics it is proven that 52% of clients have made another purchase after a positive customer experience.

17. More than 80% of consumers are certain that customer service is one of the key factors persuading them whether to buy something or don’t.

Source: (Zendesk) (Oberlo)

Customer service trends pointed to 84% of clients’ belief that customer service is critical when deciding whether to buy a product. In contrast to this, 4% of clients are convinced customer service is unimportant, whereas 11% stated they are indifferent towards the importance of customer service all-in-all.

18. Slightly over 70% of consumers worldwide view customer experience as a crucial factor in purchasing habits and decisions.

Source: (PWC) (PWC/Consumer Intelligence)

According to PWC’s latest trends and research on customer service data, it was unveiled that customer experience indeed affects consumer’s purchasing habits. In fact, no more or less 73% of the total number of consumers rely on the customer experience when making a purchase. Further data revealed about 54% of American consumers stating that most companies needed to enhance their customer experience.

19. More than 70% of customers (globally) prefer speaking to a human instead of an automated bot.

Source: (PWC) (Retail Dive)

A customer service chart indicated an average of 75% (worldwide) of clients who would rather speak to real people over an automated machine. Indeed, 48% of customers point out they would rather talk to a person than automated assistants because they trust humans to be more capable of engaging with their requests rather than machines.

20. Slightly over 70 percent of customers globally admit that a positive experience is the crucial factor influencing their brand.

Source: (PWC)

73 percent of worldwide respondents believe that a positive experience is one of the key factors for their brand loyalty boost. On the other hand, customer service success statistics demonstrated that the price premium for excellent customer experience among clients globally is genuine, and it adds up to 16 percent on services and products.

21. A staggering 92% of consumers guarantee to stop purchasing from a company after several low-quality customer service experiences.

Source: (Hubspot) (Oberlo) (SuperOffice)

Customers truly value a company that offers excellent services. Indeed if you offer a positive customer experience 9 out of 10 times, that one time you don’t could be fatal (Oberlo, 2020). Therefore, the cost of poor customer service is proven to be catastrophic. Thus, 92% of clients walk out once and for all on a company after 3 (or fewer) lousy and low-quality customer service experiences.

22. Nearly 90 percent of companies put customers’ experience in the first place in their contact centers.

Source: (Superoffice) (RingCentral) (The Entrepreneur)

Clients want the business to hear them, understand them, and appreciate them. This is why 88 percent of companies nowadays give way to customer experience in their contact center, which leaves a good customer service impact on the business. As mentioned above, it takes one good customer experience to encourage 86% of customers to purchase from the same store again.

23. No less than 33 percent of customers are irritated when being put on hold.

Source: (Hubspot) (HubSpot Blog)

Having to sit on hold for too long and being shuffled around to multiple agents are two issues that bother customers. According to HubSpot research on customer service analysis, 33 percent of customers are highly irritated when they’re put on hold. On the other hand, another 33 percent are highly annoyed by repeating the issue to several support representatives.

Amusing Customer Service Facts

24. Businesses across the US lose $75bn as a result of poor customer service.

Source: (Forbes) (Shep Hyken) (Business Wire)

Excellent client service can overcome poor marketing, but it is complicated to replace poor customer service with even the most exceptional, fascinating marketing. Therefore, according to customer service cost statistics, businesses seem to lose an astonishing $75bn yearly. Multiple reports on the matter, came to a mutual conclusion for the so-called ‘brand switchers’ (around 67%) to be one of the leading causes for this situation to be taking place.

25. Almost 60 percent of CEO involvement in clients’ experience reports leads to higher revenue growth.

Source: (Forbes)

Research published in 2019 (The Forbes) revealed some incredible results on customer service growth rate. For instance, it was brought to our attention that companies with 59 percent of CEO involvement in clients’ experience reports lead to a significant increase in revenue. Compared to 40 percent of companies whose CEO-focus wasn’t towards the reported growth. Nevertheless, 64 percent of companies with a customer-oriented CEO stated their profit-making couldn’t be compared with their rivals.

26. Nearly 80 percent of customers reach out to customer services using a phone.

Source: (CFI Group) (eDesk) (Oberlo)

According to a report by CFI Group on social media customer service statistics, more and more people are turning to the classical interaction medium when it comes to reaching a customer service operator—the phone with 76 percent.

Other practical manners of doing so are the next ones:

  • 21% via email,
  • 13% via online chat,
  • 12% via on-site contact forms,
  • 5% via Facebook,
  • and 3% via Twitter.

27. Nearly 90 percent of clients won’t do business with a company if they have concerns regarding its security policies.

Source: (Channel Futures) (ChatGen) (Amber)

The customer service graph indicated 85 percent of customers admitting to not getting involved with companies whose cybersecurity practices aren’t a hundred percent sure. Further data points to 69 percent of clients believing companies are at risk of hacks and cyberattacks. At the same time, 25% think most companies handle their sensitive personal data with a high sense of responsibility. Whereas 10 percent feel they have complete control over their personal information.

28. By offering a high-standard experience, the expenses of serving customers can go down by up to 33 percent.

Source: (Forbes) (Pedowitz Group) (Deloitte)

Clients who delight in positive experiences are most likely to remain loyal clients five years longer than customers who had unpleasant experiences. On the other hand, outsourcing customer service costs show delivering a positive customer experience can reduce your cost to serve customers by up to 33 percent. In addition to this, clients who enjoy high-standard experiences are likely to splurge 140 percent more than clients who acquired unpleasant experiences.

Conclusion

From the mentioned above, it’s more than evident that customer service plays a crucial role in having a successful business.

The more satisfied the customer, the bigger the chance they will make another purchase.

Hopefully, these customer service statistics will help you understand just how essential customer service is to your company.

FAQs

1. What are the three most important things in customer service?

The three essential things in customer service are patience, attentiveness, and the ability to communicate clearly. That said, patience is vital for customer service professionals, together with the ability to listen to your clients. Indeed, clear communication while working with clients is crucial because visual communication can often result in disappointment or frustration.

2. How many customers actually complain?

One in twenty-six customers complains while the rest say nothing but detach themselves from a particular company. On the other hand, one in twenty-five unpleased customers will go as far as directly complaining to a particular business.

3. What percentage of customers pay more for customer service?

All customer service statistics demonstrate that about 86% of shoppers are more than happy to pay more for an excellent customer experience. Furthermore, clients are prepared to pay a price premium of up to 13% (and as high as 18%) for luxury services after receiving a great customer experience.

4. What are the five steps of customer service?

The first step is to take the conversation personally. When clients call with a concern or a complaint, make sure you treat them like an individual. The second step is to be more accountable, so never refer a client to someone else only because you don’t know how to resolve their problem. Thirdly, you need to listen, recognize, validate, and apologize to the customers. Fourthly, be creative. Once you understand the client’s problem, offer a more pleasing solution. Finally, be realistic – never promise things way out of your range of capabilities.

5. How customer service affects business?

Lousy customer service has adverse effects on all areas of business. Not only will you lose your clients, but you are risking losing your best staff members. Your best representatives are left with no choice but to get to the left undone things because your company has a customer service problem. You have to keep in mind that you risk negatively impacting your revenue by offering poor client service. Also, by providing excellent customer service to each of your clients, you chip in to establish your business.

6. What is the key to great customer service?

The key to excellent client service is establishing excellent relationships with your clients—a happy client usually returns and is likely to spend more the second time around. It’s also essential to ensure that your team has what it takes for managing customers’ needs. Indeed, listening to clients’ opinions, absorbing their feedback, and using it to change the way you operate can influence your business’s growth. According to customer service statistics, quality products without impeccable customer service can be good for nothing. However, you can have a robust operation if these two factors are in constant cooperation.