Customer Service Numbers
Everytime we train we focus intently on customer service
And amazingly many times companies don’t take customer service seriously. What follows is a list of extremely pertinent customer service statistics (these are real statistics, data and information) that we hope will change your view about the importance of customer service at your office. This data was collected with years of research and intensive studies…actually…we searched the web for roughly an hour to find most of this stuff, but still, it took some intense effort
– It costs 4 to 5 times more to bring in a new customer, than it does to keep an existing one – Lee Resources Inc.
– 86% of people say they’ve stopped doing business with a company because of just one bad customer service experience (up from 69% in 2007) – Harris Interactive, Customer Experience Impact Report
– 60% of consumers say they will pay more for a better customer service experience – Harris Interactive, Customer Experience Impact Report
– 81% of companies that measure customer service are outperforming their competition – Peppers & Rogers Group
– Out of best-in-class companies: 91% measure customer service – Aberdeen Group [Note: this measurement could be call recording and scoring]
– A dissatisfied customer will tell between 9 and 15 people about their experience – White House Office of Consumer Affairs
– For every customer complaint, there are 26 others who feel the same way but remain silent – Lee Resources, Inc.
– 91% of unhappy customers will not willingly do business with your organization again…ever – Lee Resources, Inc.
– 70% of Americans are willing to spend an average of 13% more with companies they believe provided excellent customer service – American Express Global Customer Service Barometer
– 78% of consumers have ‘bailed’ somewhere in the buying process because of poor customer service – American Express Global Customer Service Barometer
– 59% of people will try a new company because they have ‘heard’ the company provides better customer service – American Express Global Customer Service Barometer
– Employees only ask for the customer’s name 21% of the time (The person has a name 100% of the time) – ContactPoint Client Research
What do all these numbers show us?
They demonstrate to us that customer service is among the most important thing you can spend money on. They show us that bad customer service has huge consequences.
Are you serving your customers well? You probably are.
Is there any room for improvement? The answer is, obviously, yes.