Five Shocking Customer Service Statistics

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It is no new knowledge that if Customers don’t buy, you’ll soon be out of business (and probably in debt), this is why top brands and organizations make good effort to ensure that every aspect of their Customers’ interaction with them is positive.

Do you work in an organization where the management doesn’t really think Customer Service is worth spending resources on?

Do they know that – recent consumer surveys have shown that just a single poor customer service experience can lead to the sudden demise of even the longest customer relationship?

Treat them to these five shocking customer service statistics below –

  1. 97% of global consumers say that customer service is very important or somewhat important in their choice of and loyalty to a brand. (2015 Global State of Multi-channel Customer Service Report)
  2. When it comes to sales, 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) 
  3. 76% of consumers say they view customer service as the true test of how much a company values them. (2015 Aspect Consumer Experience Survey) 
  4. 73% of consumers want the ability to solve product/service issues on their own; one-third say they’d ‘rather clean a toilet’ than speak with customer service. (2015 Aspect Consumer Experience Survey)

    Now that’s plain nasty, but some call centers are actually horrible
  5. According to NewVoiceMedia, an estimated $41 billion is lost by U.S. companies alone each year due to poor customer service.
    A billion dollars

    If none of these stats can convince top management to put more focus in getting customer service right, you should get worried. It might just be a matter of time before a customer service savvy competitor comes along and gulps the existing customer base.

Kelechi Okeke
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