42 Eye-Opening Customer Service Statistics Every Business Owner Needs to Know!

Irene Wanja Aug 28, 2023

Reading Time: 5 minutes

Customer service is a vital aspect of any business, playing a crucial role in building lasting relationships with customers. In today’s competitive market, understanding the impact of customer service on your business’s success is more important than ever. To shed light on this topic, we will provide eye-opening customer service statistics that every business owner should be aware of. 

By examining these numbers from the customer service statistics, you will gain valuable insights into the significance of exceptional customer service and the potential benefits it can bring to your business.

Top Customer Service Statistics:

  1. According to a study by American Express, 33% of customers say they’ll consider switching companies after just one instance of poor customer service.
  2. Customers are more likely to share their negative customer service experiences (95%) compared to positive experiences (87%), as per a study by Dimensional Research sponsored by Zendesk.
  3. Zendesk found that 80 percent of customers will leave after more than one disappointing service experience.
  4. A study by NewVoiceMedia found that U.S. companies are losing $75 billion a year due to poor customer experiences.
  5. A study by NewVoiceMedia found that providing good customer service, respondents would be more loyal (66%), recommend the company to others (65%), spend more money (48%) and use the business more frequently (39%).
  6. 89% of customers get frustrated when they need to repeat their issues to multiple customer service representatives, according to a study by Accenture.
  7. A survey by Microsoft revealed that 96% of consumers say customer service is an important factor in their choice of loyalty to a brand.
  8. 77% of customers have a more favorable view of brands that proactively seek to contact them for feedback, as found in a study by Microsoft.
  9. Research by McKinsey & Company showed that Emotionally engaged customers are typically three times more likely to recommend a product and to repurchase it themselves.
  10. According to a survey by Forrester, 77% of customers say that valuing their time is the most important thing a company can do to provide good customer service.
  11. A study by Salesforce found that 74% of consumers are likely to switch brands if they find the purchasing process too difficult.
  12. 58% of customers have higher expectations for customer service than they did just a year ago., according to a study by Talkdesk.
  13. Research by Bain & Company revealed that increasing customer retention rates by just 5% can increase profits by 25% to 95%.
  14. 42% Customers expect a response on social media within 60 minutes, as found in a study by The Social Habit.
  15. 80% of consumers say they would rather do business with a competitor if they experienced poor customer service, according to a study by Zendesk.
  16. A study by Bain & Company showed that 80% of companies believe they provide superior customer service, while only 8% of customers agree.
  17. 93% of customers are likely to make repeat purchases from companies with excellent customer service, according to a study by HubSpot.
  18. Research by PwC found that 32% of customers would stop doing business with a brand after a single bad experience.
  19. 70% of customers say that a company’s understanding of their needs influences their loyalty, as reported by Salesforce.
  20. Research by Esteban Kolsky shows that, 72% of customers will tell six or more people if they have a satisfying experience.
  21. A study by PwC revealed that 86% of consumers are willing to pay more for a better customer experience.
  22. 67% of customers prefer self-service over speaking to a company representative, according to a study by Zendesk.
  23. Research by Lee Resources International showed that for every customer who complains, there are 26 other unhappy customers who remain silent.
  24. According to a survey by Zendesk, 61% of customers would switch to a competitor after one bad customer experience.
  25. A study by Gladly found that 62% of customers will recommend a brand to a friend if they are provided with great service.
  26. Research by Gartner predicted that by 2022, 72% of customer interactions will involve emerging technologies such as chatbots and AI.
  27. A study by Inc revealed that 51% of customers expect businesses to be available 24/7.
  28. According to a survey by Accenture, 48% of customers expect specialized treatment for being a good customer.
  29. Research by McKinsey & Company showed that personalization of customer service can lead to revenue growth of up to 15%.
  30. A study by American Express found that US consumers are willing to spend 17 percent more to do business with companies that deliver excellent service
  31. According to a survey by Microsoft, 60% of customers have stopped doing business with a company due to poor customer service.
  32. Research by SuperOffice showed that for 83% of consumers, good customer service is the most important factor (outside of price and product) when deciding what to buy.
  33. Approximately 34% of the respondents said that the most important aspect of a satisfying customer service experience is the ability to obtain assistance from a company without being forwarded to multiple representatives, according to a study by Accenture.
  34. According to a study by Forrester, 53% of US online adults are likely to abandon their online purchase if they can’t find a quick answer to their question.
  35. 73% of customers say that valuing their time is the most important thing a company can do to provide them with good online customer service, according to a study by Forrester.
  36. According to Daniel Newman in Forbes, 86% of customers are willing to pay more for a better customer experience.
  37. According to a Salesforce study, 89% of consumers are more likely to make another purchase after a positive customer service experience.
  38. Research by Temkin Group revealed that companies that earn $1 billion annually can expect to earn an additional $700 million within three years of investing in customer experience.
  39. A study by Gartner predicted that by 2027, Chatbots will become a primary customer service channel within five years.
  40. According to a survey by Salesforce, 84% of customers say that being treated like a person, not a number, is key to winning their business.
  41. 90% of customers say that the speed of issue resolution is an important factor in their customer service experience, KPMG
  42. According to Salesforce, 80% of customers say the experience a company provides is just as necessary as its products or services.

How to boost your ecommerce store customer service? 

Now that you have information on the top customer service statistics, you understand that boosting customer service in your ecommerce store is crucial for ensuring customer satisfaction and loyalty. You can implement several strategies to improve your customer service and enhance the overall shopping experience for your customers. 

One effective way is to provide multiple channels for customer support, including live chat, email, and phone support. By offering various options, you allow your customers to choose the communication method that is most convenient for them and ensure a prompt response to their queries or concerns. 

Additionally, training your customer service team to know your products, policies, and procedures is essential. This will enable them to provide accurate and helpful assistance to customers, building trust and confidence in your brand.

The relation of customer retention to customer service relying on customer service statistics

Providing excellent customer service is powerful. It’s not just about resolving issues; it’s about developing a bond between your business and your customers. It’s about making them feel valued, heard, and appreciated. It’s about exceeding their expectations, not merely meeting them.

Consider this: if a customer has a positive experience with your business, they will likely remain loyal. They’ll become your brand’s advocates, spreading positive word-of-mouth and bringing in more potential customers. That’s the kind of advertising money can’t buy!

So, never underestimate the importance of superior customer service. It’s the heart and soul of your business. Invest in it, nurture it, and watch your customer retention rates soar.

Final thoughts: Customer Service Statistics

The customer service statistics presented here demonstrate the immense importance of prioritizing exceptional customer service within your business. From the financial implications to the power of positive experiences, these numbers serve as a wake-up call for business owners. By understanding and acting upon these insights, you can not only meet but exceed your customers’ expectations, ultimately leading to greater customer loyalty, increased profitability, and a stronger brand reputation.


Frequently Asked Questions

You can enhance your business’s customer service by actively listening to feedback, investing in staff training, and using technology to improve response times. Remember, excellent service retains customers and boosts your business’s reputation.

As a small business, you’ve got to prioritize personalization, respond swiftly, and always follow up. Don’t forget it’s crucial to listen to your customers’ feedback and continuously improve. These strategies can truly make a difference.


About the author

Irene Wanja

Irene, a skilled Revenue Optimization Specialist for Build Grow Scale, combines an unparalleled focus on user research and a deep understanding of the ecommerce customer journey to orchestrate optimal shopping experiences. With an uncanny knack for detecting and addressing customer pain points through meticulous user testing, she utilizes tools such as moderated user tests, heatmaps, scrollmaps, and clickmaps to fast-track improvements in user experience and usability. Her keen eye for detail aids in swiftly spotting potential issues and implementing solutions, all while working closely with store owners and applying her intricate comprehension of user interactions. Passionate about software and technology, Irene immerses herself in enhancing her clients' business clarity, efficiency, and user satisfaction. Even though the value of user experience doesn't conform to a conventional numerical scale, the tangible outcomes of her work—improved user experience, amplified retention rates, and reduced customer support issues—are testaments to her prowess. Beyond her revenue optimization skills, Irene is a skilled writer and copywriter. She weaves her profound insights into engaging prose, crafting content that not only resonates with diverse audiences but also demystifies the complexities of user experience, consequently benefitting businesses worldwide.

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