Customer service reports and _statistics

Top 90+ customer service statistics & reports 2020

Posted On: September 11, 2020

Customer service statistics are essential to assess the situation of an enterprise. The reports so derived help experts draw conclusions on the present status as compared to the past and sketch a roadmap to the steps that must be taken up in the future.

 

What is customer service?

Customer service basically is an attempt of cleaning the slate by an organization. Your customers might face issues on various fronts and the art of continuously assisting without over-whelming is the secret of delivering great customer service. This is an ongoing procedure and is a gesture done to build a relationship between your employees and customers for long-term interaction.

 

Why is customer service so important?

1. Value addition for customers
2. Retain customers & expand for new
3. Reduced agent attrition
4. Improved call center metrics
5. Builds brand image

 

Top customer service statistics & reports 2020

1. Worldwide, 67% of people believe that customer service as a whole is improving.
Microsoft

 

2. Globally, 54% of all consumers say that they have higher customer service expectations than they did just one year ago.
Microsoft

 

3. 75% of brands report that they are measuring customer engagement, but cannot define what it is.
Kolsky

 

4. 46% of global contact center decision-makers project their contact centers to grow 5%-10% in the next year, and 14% project growth of more than 10%.
Forrester

 

5. A customer experience promoter has a lifetime value to a company that’s 600 to 1,400% that of a detractor.
Bain

 

6. Only 9% of customers report resolving their issues completely via self-service.
Gartner

 

7. In a survey of 8,398 customers, the top five customers’ preferred channels for issue resolution included: phone (44%), chat (17%), email (15%), company website (12%), and search engine (4%).
Gartner

 

8. 2020 will be the year when companies become laser-focused on AI value.
Forrester

 

9. 67% of customers worldwide say that customer engagement levels have improved in the last 2 years.
Ameyo

 

10. Across the globe, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand.
Microsoft

 

11. 33% of customers who abandoned a business relationship last year did so because personalization was lacking.
Accenture

 

12. When asking consumers what impacts their level of trust with a company, offering excellent customer service ranked number one.
Dimensional Research

 

13. 48% of consumers expect specialized treatment for being a good customer.
Accenture

 

14. 34% of companies are implementing “customer journey mapping” into their customer service.
Kolsky

 

15. 72% of consumers say that when contacting customer service they expect the agent to “know who they are, what they have purchased and had insights into their previous engagements.”
Microsoft

 

16. Brands are viewed more favorably by 77% of consumers if they proactively invite and accept customer feedback.
Microsoft

 

17. Two-thirds of customers are willing to share personal information with companies–but only in exchange for some perceived value.
Accenture

 

18. 89% of consumers have switched to doing business with a competitor following a poor customer experience.
Harris Interactive

 

19. 70% of consumers say they have already made a choice to support a company that delivers great customer service.
AE

 

20. 68% of customers believe the key to great customer service is a polite customer service representative.
AE

 

21. Service insight and knowledge are also key to a good experience according to 62% of consumers.
AE

 

22. Americans will pay 17% more to do business with firms with great reputations when it comes to customer service.
AE

 

23. 52% of consumers say they have made an additional purchase from a company after a positive customer service experience.
Dimensional Research

 

24. Attracting a new customer is 6-7 times more expensive than retaining a current one.
Kolsky

 

25. About one in three people (30%) say the most important aspect of customer service is speaking with a knowledgeable and friendly agent.
Microsoft

 

26. More people read positive reviews of customer service online than negative ones by 6%.
Dimensional Research

 

27. A 5% increase in customer retention can produce 25% more profit.
Bain

 

28. Globally, companies respond to customer service questions 85% of the time.
Microsoft

 

29. 90% of customers are influenced by positive reviews when buying a product.
Dimensional Research

 

30. Friendly employees or customer service representatives are what makes a memorable experience that causes consumers to stick with a brand, for 73% of customers.
Harris Interactive

 

31. Companies that excel at the customer experience drive revenues 4% to 8% higher than those of their market.
Bain

 

32. Increasing customer retention rates by 5% increased profits by 25% to 95%.
Harvard Business Review

 

33. One-third of consumers say they would consider switching companies after just one instance of bad customer service.
AE

 

34. The majority of Americans have decided to not go through with a purchase because of a poor customer service experience.
AE

 

35. 67% of customer churn is preventable if firms resolve issues the first time they occur.
Ameyo

 

36. The average American tells 15 people when they’ve had a poor customer service experience.
AE

 

37. Men tell most people (21 people) when they have had a poor customer service experience.
AE

 

38. On average women tell about 10 people when they have had a poor customer service experience.
AE

 

39. 27% of Americans report “lack of effectiveness” as their number one frustration with customer service.
statista

 

40. 12% of Americans rate their number one frustration with customer service as “lack of speed.”
statista

 

41. 79% of consumers who shared complaints about poor customer experience online had their complaints ignored.
Harris Interactive

 

42. 91% of customers who are unhappy with a brand will just leave without complaining.
Kolsky

 

43. 56% of people around the world have stopped doing business with a company because of a poor customer service experience.
Microsoft

 

44. 47% of consumers have made the choice to switch to a different brand due to bad customer service within the last year.
Microsoft

 

45. 72% of consumers see having to explain their problem to multiple people as poor customer service.
Dimensional Research

 

46. After a bad customer service experience, 39% of customers will avoid a company for two years.
Dimensional Research

 

47. Four out of ten consumers will recommend others not frequent a business if they have had poor customer service from them.
Dimensional Research

 

48. 44% of consumers say they have received the wrong answer from a customer service representative in the past.
Kolsky

 

49. Even though fewer customers may be experiencing problems, more customers are inclined to complain about customer service problems than ever before.
Deloitte

 

50. 84% of millennials say that businesses are meeting or exceeding their service expectations.
AE

 

51. Millennials will pay 21% more to do business with companies who excel at customer service.
AE

 

52. Millennials are the only demographic of Americans who tell more people when they have a good customer service experience rather than a bad one.
AE

 

53. 63% of Millenials begin their customer service interactions online.
Microsoft

 

54. 74% of millennials report that their perception of a brand improves when it is clear the company responds to customers’ social media inquiries.
Microsoft

 

55. One in two millennials has complained about a brand on social media.
Microsoft

 

56. Millennials use their mobile devices to contact customer service at a rate of 43%.
Microsoft

 

57. 31% of customers report reaching out to a company via Twitter.
Forrester

 

58. 66% of 18-34-year-olds say their customer service expectations have risen in the last year.
Microsoft

 

59. It’s estimated that 45% of customer service requests over social media are acknowledged by the company.
Kolsky

 

60. 67% of customer service interactions can be handled by a dedicated community of core customers.
Kolsky

 

61. 29% of global companies prefer smartphones and mobile devices to traditional computers due to mobility.
Kolsky

 

62. 57% of customers would rather contact companies via digital media such as email or social media rather than use voice-based customer support.
Ameyo

 

63. For more complicated interactions, such as payment disputes, 40% of customers prefer talking to a real person over the phone.
AE

 

64. 23% of consumers seek out a face to face interaction for complicated customer service issues like troubleshooting.
AE

 

65. 88% of consumers are influenced by online customer service reviews when making a buying decision.
Dimensional Research

 

66. 86% of millennials say they are influenced by negative reviews when purchasing a product or service.
Dimensional Research

 

67. 33% of customers have contacted a company using Facebook and similar social channels.
Forrester

 

68. Nearly 1/3 of customers are reported of sending a mobile/SMS message to the company requesting assistance.
Forrester

 

69. 68% of consumers say it increases their perception of a brand when companies send them proactive customer service notifications.
Microsoft

 

70. 79% of millennials are more inclined to buy from brands that have a mobile-responsive customer support portal.
Microsoft

 

71. 90% of consumers expect an online portal for customer service.
Microsoft

 

72. Out of all customer service engagements around the world in 2017,  52% began online.
Microsoft

 

73. 66% of consumers have used at least 3 different communication channels to contact customer service.
Microsoft

 

74. One-third of all customers use their mobile device to initiate contact with customer service.
Microsoft

 

75. Globally, only 5% of customer service interactions begin with a face to face meeting.
Microsoft

 

76. 74% of Americans have used the landline to contact customer service.
Microsoft

 

77. Over 50% of companies report their most critical customer experience issue as being “providing a seamless experience across multiple channels.”
Incite Group

 

78. 48% of consumers expect a response to social media questions and complaints within 24 hours.
statista

 

79. 33% of consumers in the United States do not expect a response when asking a question of a company’s social media.
statista

 

80. 35% of U.S. consumers report reaching out to a business over social media at some point in 2017.
AE

 

81. 55% of people age 18-34 have praised a brand or its customer service over social media.
Microsoft

 

82. 33% of people aged 18-34 have contacted a company’s customer service via social media.
Microsoft

 

83. Both in the United States and world wide, 18% of customers expect a response from a company’s social media within one hour.
statista

 

84. Of the Americans who have sent customer service requests over social media, 84% report receiving a response from the company.
Microsoft

 

85. One-third of Americans have used social media to complain about a brand or its customer service.
Microsoft

 

86. 65% of people aged 18-34 believe social media is an effective channel for customer service, while 75% of people aged 55 and over do not.
Microsoft

 

87. It’s estimated that by 2020, 85% of customer service interactions will be automated.
Ameyo

 

88. Over 60% of US consumers prefer an automated self-service, such as a website or mobile app, for simple customer service tasks.
AE

 

89. 30% of US consumers rate chatbot interactions as “very effective” in dealing with customer service issues.
Microsoft

 

90. 37% of customers report using an online virtual agent or chatbot from a website, and nearly that many have used a virtual agent or chatbot on a smartphone.
Forrester

 

91. Over half of consumers say that the main reason they cannot resolve an issue on their own is that there is too little information online.
Microsoft

 

92. 30% of consumers say that not being able to reach a real human is the most frustrating part of a bad customer service experience.
Microsoft

 

93. 77% of consumers report having used a self-service support portal.
Microsoft

 

94. Only 12% of Americans say they cannot find the information they need in self-service portals.
Microsoft

 

95. In 2017, 64% of Americans contacted some form of customer service.
statista

 

Conclusion

A good customer service report for an enterprise is of the factors that model its making in eyes of its consumers. Statistics above clearly lay down the importance of customer service and the ongoing need for its improvement in all organizations irrespective of their sector and scale of operations.

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