Customer Service Statistics that Prove You Need to Invest in Customer Experience

Happy customers give your business longevity. They have a higher lifetime value than a one-time customer. They’re more likely to buy from your company multiple times. And, they’re the top candidates predicted to turn into coveted brand advocates. 

You know which customers we’re talking about—the customers who shout your company’s praises from the rooftops (and on Insta, X, and Facebook), completely unprompted.

On the flip side, unhappy customers drain your company’s revenue and stability. With dozens of customer service statistics to back the claim, it’s clear the business impact of unhappy customers extends beyond just customer churn. On their way out the door, unhappy customers will tarnish your name and reputation to all those who’ll listen, too.

In fact, two-thirds of unhappy customers won’t complain directly to you. The alternative? They will complain to their personal networks of friends, family, and colleagues instead. The customer will sit on those unhappy feelings and make a quiet dash for the door without telling you what went wrong, let alone giving you the chance to fix it.

The good news is: you and your team have a direct impact on your customer experience. You hold the cards to prioritize your customers’ happiness by investing in your agents, improving operations, and putting people at the center of your mission. And, data shows you should.

Here are 17 customer service statistics that prove you should invest in your customer experience.

Organizational focus on CX has positive impacts across the business.

1. Organizations that focus on and proactively manage their CX can experience a 15 percent increase in sales conversions, 30 percent reduction in cost-to-serve, and up to a 20 percent improvement in customer satisfaction.

2. Trusted companies outperform their peers by as much as 400% in terms of total market value and customers who trust a company are 88% more likely to buy again.

3. US businesses risk losing $1.9 trillion in consumer spending annually.

Watch On-demand: Let’s Talk Facts: 3 Keys to Creating Exceptional Customer Experiences

A good product or service is great—but doesn’t matter without a good customer experience.

4. 53% of customers feel that a company’s experience is as important as its products or services.

5. 47% of customers cite poor customer service as a leading reason for feeling less valued by companies.

6. 48% of customers would be willing to pay more for quality customer service.

7. Friendly service, helpful agents, convenience, and speed each hit over 70% in importance to customers.

8. 66% of customers won’t tell you if and when they’ve had a negative experience. 

9. 72% of customers indicate that one bad brand experience can cause them to switch for a competitor.

10. One in six retail customers abandon a purchase due to bad customer experience. 

11. 90% of customers rate an immediate response as “very important” or “important” when they have a customer support issue.

12. More than 70% of consumers want companies to deliver personalized digital experiences.

Both your digital experience and contact center agents greatly influence customer opinions and outcomes. 

13. 60% of customers indicate that agent response time and solutions are a top customer service factor driving them to make repeat purchases.

14. Customers are 2.7X more likely to do business with you again following a positive digital support experience.

15. 52% of customers expect their questions answered within an hour of asking it on a company’s digital channels.

16. 43% of customers indicate excellent social media customer service as a very important factor when making a purchase.

17. 70% of users prefer the option to escalate to a human agent if they’re not satisfied while interacting via generative AI.

Devote your attention to creating better experiences for your customers, and you’ll have bottom-line growth and a loyal customer base to show for it.