Posted On: September 11, 2020


Top 90+ customer service statistics & reports 2021

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 2021

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

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