14 Game Changing Stats On Customer Service

With the festive period well and truly behind us it's now time to crack on and start closing those sales again.

With January touted by some as being the most miserable month of the year you can't let this negative mindset creep into your communication with your clients.

Below are stats on how much customer service actually does matter, and especially with the meteoric rise of social media, all of a sudden everybody not only has a voice, but also a very large audience:

1. 89% of consumers have stopped doing business with a company after experiencing poor customer service (RightNow Customer Experience Impact Report)

2. 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)

3. 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.)

4. It takes 12 positive customer experiences to make up for one negative experience. (Parature)

5. 55% of consumers would pay more for a better customer experience. (Defaqto Research)

6. 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience (American Express Survey)

7. 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)

8. For every customer who bothers to complain, 26 other customers remain silent (White House Office of Consumer Affairs)

9. 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)

10. In 2014, brands in the UK are lost nearly ￡15billion due to poor customer service (Parature)

11. 65% of 1,000 consumers surveyed said they’ve cut ties with a brand over a single poor customer service experience (Parature)

12. 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)

13. 96% of unhappy customers don’t complain, however 91% of those will simply leave and never come back (Youstice)

14. Happy customers who get their issue resolved tell about 4-6 people about their experience (White House Office Of Consumer Affairs)

Thanks again

Sean

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