When asking consumers what impacts their level of trust with a company, offering excellent customer service is ranked number one.Ī customer experience promoter has a lifetime value to a company that’s 600 to 1,400% that of a detractor.ģ4% of companies are implementing “customer journey mapping” into their customer service.ħ0% of consumers say they have already made a choice to support a company that delivers great customer service. In 2017, 64% of Americans contacted some form of customer service.ĥ2% of people around the globe believe that companies need to take action on feedback provided by their customers.Īround the globe, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand. Worldwide, 67% of people believe that customer service as a whole is improving. Gartner have also predicted that by 2019 more than 50% of organizations will redirect their investments to customer experience innovations. Gartner predicts that 89% of businesses are expected to compete mainly on customer experience. This percentage jumps to 66% for consumers aged from 18 to 34 years old. Here are some interesting customer service, satisfaction and experience stats which demonstrate how times are changing.ĥ4% of customers have higher expectations for customer service today compared to one year ago. Read all the stats and quotes below, or download our bumper customer service statistics infographic by clicking the image:Ĭustomer Service, Satisfaction and Experience Statistics and Quotes Their loyalty is far more dependent upon the service they receive, their experience of a business and their level of satisfaction. Here we’ve collated over 100 customer service statistics, customer satisfaction statistics and quotes from various brands, industry leaders and researchers which reflect the fast-changing landscape.Ĭustomer experience and delivering high levels of customer satisfaction is now the top priority for all forward-thinking businesses.Ĭustomers are no longer basing their loyalty on brands, products and prices.
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