Not long ago quality of product or service offered was the key to winning customers, but now it is customer service. In fact, all we hear these days is how important providing the best customer service is.
But in spite of all this buzz a lot companies have not fallen in line and continue to ignore customer service. Here is a list of customer service statistics that will wake them up-
- Approximately $41 billion is lost by companies in the US alone every year due to poor customer service — NewVoiceMedia
- 76% of consumers view customer service as the true indicator of how much a brand or organization values them — Aspect Consumer Experience Survey
- As per 77% of online customers in the US, valuing their time is the first and the most important step towards providing better service — Forrester Research
- 73% of consumers want the ability to solve product/service issues on their own — Aspect Consumer Experience Survey
- 60% of UK consumers want to see a right balance between price and service, and are not inclined to accept lower levels of customer service in exchange of lower product prices — UKCSI Customer Satisfaction Index
- 90% of consumers now expect a brand or organization to offer a self-service customer support portal; 60% of consumers have a more favorable view of a company offering self-service portal that is mobile-responsive — Global State of Multichannel Customer Service Report
- 62% of global consumers have stopped doing business with companies offering poor customer service experience — Global State of Multichannel Customer Service Report
- As per 97% of global consumers, customer service is the most important or one of the most important factor that drives their decision to go with a particular brand or organization — Global State of Multichannel Customer Service Report
- 45% of customers can’t remember having a recent successful customer service experience — The Global CX Wakeup Call Report
- Most customer service failures are due to: poor response times (35%), poor-quality employee training (30%), lack of empowerment of resources to help (31%), and inaccurate or conflicting information provided by customer service representatives (29%) — The Global CX Wakeup Call Report
- The probability of selling to an existing happy customer is up to 14 times higher than the probability of selling to a new customer – Marketing Metrics: The Definitive Guide to Measuring Marketing Performance
- 60% of consumers have higher expectations for customer service now than they did just one year ago — Global State of Multichannel Customer Service Report
We hope these statistics will help you understand the importance of customer service and become much more committed towards improving overall customer experience.