14 STATISTICS THAT WILL MAKE YOU THINK TWICE ABOUT CUSTOMER SERVICE

89% of consumers have stopped doing business with a company after

experiencing poor customer service

Source: RightNow Customer Experience Impact Report

Consumers are 2 times more likely to share their bad

customer service experiences than they are to talk about

positive experiences.

(2012 Global Customer Service Barometer)

A customer is 4 times more likely to buy from a

competitor if the problem is service related vs. price or

product related.

(Bain & Co.)

It takes 12 positive customer experiences to make up for one negative

experience.

(Parature)

55% of consumers would pay more for a better customer experience.

(Defaqto Research)

78% of consumers have bailed on a transaction or

not made an intended purchase because of a poor

service experience

(American Express Survey)

It is 6-7 times more expensive to acquire a new customer than it is to keep

a current one

(White House Office of Consumer Affairs)

For every customer who bothers to

complain, 26 other customers remain

silent

(White House Office of Consumer Affairs)

In the last year, 67% of customers have hung up

the phone out of frustration they could not

talk to a real person

(Consumer Reports Survey 2011)

In 2014 so far, brands in the UK are currently losing

nearly £15billion annually due to poor customer

service

(Parature)

65% of 1,000 consumers surveyed said they’ve cut ties

with a brand over a single poor customer service

experience

(Parature)

41% of customers expect a response to their email within six hours. Yet the research data

reveals that only 18% of companies deliver within this

timeframe

(Youstice)

96% of unhappy customers don’t complain, however 91% of those will simply leave and

never come back

(Youstice)

Happy customers who get their issue resolved tell about 4-6 people about

their experience

(White House Office Of Consumer Affairs)