( Qualtrics XM Institute) Customer Experience Statisticsģ2. 89% of companies with "significantly above average" customer experiences perform better financially than their competitors. 65% of US consumers would pay 5% more for products if they knew they would receive outstanding customer service. Increasing customer retention rates by just 5% can increase profits by between 25% and 95%. Consumers are 2.6x as likely to purchase more from a company after a 5-star experience compared to a 1- or 2-star experience. ( CFI Group) The Business Opportunity of Customer ServiceĢ8. 50% of customers say they don’t share their bad or good service experiences through social media. Only 13% of consumers will recommend a company whose customer service they’ve rated as “very poor.” ( Qualtrics XM Institute)Ģ7. 94% of American customers will recommend a company whose service they rate as “very good.” ( Qualtrics XM Institute)Ģ6. More than a third report posting on Facebook, followed closely by Instagram. 36% of consumers overall will share their customer service experience, whether good or bad. ( Zendesk) Sharing Customer Service ExperiencesĢ4. 59% of customers say it feels like most businesses need to improve the training of their customer service agents. 53% of shoppers believe their feedback doesn't go to anyone who can actually act on it. 54 percent of customers report that customer service feels like an afterthought for most of the businesses they buy from. 35% of consumers find it very important to have a fully self-serve customer care option available to resolve their issues. 33% are most frustrated by having to repeat themselves to multiple support reps. 33% of customers are most frustrated by having to wait on hold. ( Comm100) The Frustrations Customers Faceġ9. Millennials prefer live chat for customer service over every other communication channel. 33% of consumers would rather contact a company's customer service via social media rather than by phone. Customers prefer knowledge bases over all other self-service channels. 54% of customers say that their biggest frustration with chatbots is the number of questions they must answer before being transferred to a human agent. 69% of customers say they’re willing to interact with a bot on simple issues, a 23% increase from the previous year. ( American Express) The Best Channels for Customer Serviceġ4. 33% of consumers would consider switching companies immediately after poor customer service. About three-quarters of consumers who give a company a “very good” CX rating are likely to forgive a company for a bad experience, but only 15% of those who gave a company a “very poor” CX rating say the same. After more than one bad experience, around 76% of consumers say they would rather do business with a competitor. Roughly 61% of customers say they would switch to a new brand after one bad experience. ( HubSpot Research) The Cost of Poor Customer Serviceġ0. 93% of customers are likely to make repeat purchases with companies that offer excellent customer service. 94% of consumers who give a company a “very good” CX rating are likely to recommend that company. A good customer service experience heavily impacts recommendations. 64% of business leaders say that customer service has a positive impact on their company’s growth. If the company’s customer service is excellent, 78% of consumers will do business with a company again after a mistake. ( Salesforce Research) The Power of Great Customer ServiceĦ. 63% of consumers expect businesses to know their unique needs and expectations, while 76% of B2B buyers expect the same thing. 89% of consumers are more likely to make another purchase after a positive customer service experience. 58% of American consumers will switch companies because of poor customer service. Investing in new customers is between 5 and 25 times more expensive than retaining existing ones. 90% of Americans use customer service as a factor in deciding whether or not to do business with a company. 40 Customer Service Stats to Know The Importance of High-Quality Customer Serviceġ. Download our free report to learn how service teams across the globe deliver on core metrics. HubSpot surveyed 1,400 customer service leaders to find out what challenges they’re facing, their goals and how they use technology to deliver excellent customer service. Consider the following customer service statistics to help you brainstorm new strategies for strengthening your service team. There are many ways to make your brand more customer-focused. Customers would rather invest in a brand that focuses on their needs and constantly provides value beyond the initial purchase. While customers still care about the price and quality of products, a new factor in choosing between competing brands is customer service.
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