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15 Vital Customer Service Statistics You Need To Know In 2020

July 24, 2019 at 1:46 PM

Today, more than ever before, customer service is the most important aspect of your business. With all your competitor’s that your clients can choose from, you need to offer the best experience and service to keep your customers happy – and to keep them as customers.

The 15 statistics below show you just how important a good customer experience really is – and how devastating bad experiences are to your business.

Stats on bad experiences

47% of customers say they’ll stop buying from a company if they have a subpar experience. (Salesforce)

76% of customers now say it’s easier than ever to take their business elsewhere. (Salesforce)

A customer is 4x more likely switch to a competitor if the problem is service related rather than price or product related. (Bain & Company)

91% of unhappy customers will leave without complaining. (thinkJar)

It takes 12 positive customer experiences to make up for one negative experience (Ruby Newell-Legner’s “Understanding Customers”).

62% of customers say they share their bad experiences with others. (Salesforce)

72% of customers say that explaining their problems to multiple people is poor customer service. (Zendesk, Dimensional Research)

Good customer service stats

72% of customers will share their good experiences with others. (Salesforce)

67% of people saying they’d pay extra to get a great customer experience. (Salesforce)

80% of customers say the experience a company provides is just as important as its products or services. (Salesforce)

Customer service channels and teams      

79% of customers are willing to share relevant information about themselves in exchange for contextualized interactions in which they’re immediately known and understood. (Salesforce)

52% of customer service teams use online chat or live support, compared to 81% of customers who use online chat or live support for communicating with a company. (Salesforce)

88% of high-performing service decision makers are making significant investments in agent training compared to only 57% of underperformers. (Salesforce)

69% of high-performing service agents are actively looking for situations to use artificial intelligence (AI) compared to only 39% of underperformers. (Salesforce)

51% of agents without AI say they spend most of their time on mundane tasks, versus 34% of agents with AI. (Salesforce)

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