14 Statistics That Will Make You Think Twice About Customer Service
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Transcript of 14 Statistics That Will Make You Think Twice About Customer Service
14 STATISTICS THAT WILL MAKE YOU THINK TWICE ABOUT CUSTOMER SERVICE
89% of consumers have stopped doing business with a company after
experiencing poor customer service
Source: RightNow Customer Experience Impact Report
Consumers are 2 times more likely to share their bad
customer service experiences than they are to talk about
positive experiences.
(2012 Global Customer Service Barometer)
A customer is 4 times more likely to buy from a
competitor if the problem is service related vs. price or
product related.
(Bain & Co.)
It takes 12 positive customer experiences to make up for one negative
experience.
(Parature)
55% of consumers would pay more for a better customer experience.
(Defaqto Research)
78% of consumers have bailed on a transaction or
not made an intended purchase because of a poor
service experience
(American Express Survey)
It is 6-7 times more expensive to acquire a new customer than it is to keep
a current one
(White House Office of Consumer Affairs)
For every customer who bothers to
complain, 26 other customers remain
silent
(White House Office of Consumer Affairs)
In the last year, 67% of customers have hung up
the phone out of frustration they could not
talk to a real person
(Consumer Reports Survey 2011)
In 2014 so far, brands in the UK are currently losing
nearly £15billion annually due to poor customer
service
(Parature)
65% of 1,000 consumers surveyed said they’ve cut ties
with a brand over a single poor customer service
experience
(Parature)
41% of customers expect a response to their email within six hours. Yet the research data
reveals that only 18% of companies deliver within this
timeframe
(Youstice)
96% of unhappy customers don’t complain, however 91% of those will simply leave and
never come back
(Youstice)
Happy customers who get their issue resolved tell about 4-6 people about
their experience
(White House Office Of Consumer Affairs)