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27 Amazing Customer Experience Statistics for 2020

by Darko

Customer experience can have a huge impact on a business. Due to a massive increase in competition and variety, customers have a lot of power over many businesses. 

It doesn’t matter how great or affordable the product is: 

If your customers don’t like the encounter they had with your brand, they will not stick around.

What’s more: 

Customer experience statistics show that customers can afford to be picky about the services businesses are providing. It is important to put people first rather than only relying on the quality of your product. 

If you want to beat your competitors and improve services, you have to learn more about the latest facts and figures. Luckily, we’ve got you covered.

Read on.

Astonishing Customer Experience Stats (Editor’s Choice)

  • 84% of consumers do not want to be treated like a number, but rather, as an individual.
  • 33% of Americans switch brands after just one bad customer service experience. 
  • 87% of companies agree that commercial success and customer loyalty are directly related.
  • 91% of unsatisfied customers just leave and never return to the brand. 
  • Customers spend 17% more on brands with excellent customer service.
  • Almost 60% of consumers expect brands to tailor new experiences based on previous interactions.
  • 89% of customers move to a competitor after one negative customer experience.

Good Customer Service Statistics

1. Two-Thirds of brands indicate that revenue and profits increase after a better customer experience.

The 2019 Global Customer Experience Benchmarking Report found that brands agree customer experience is important if they’re looking to increase their profits. However, 55% of companies don’t have any customer experience strategies in place to improve user experience. 

Source: Forbes

2. 62% of brands want to improve customer experience strategies to get ahead of their competitors.

Customer experience can increase customer and employee satisfaction, reduce costs, and improve the relationship between the brand and the customer. Brands should focus on developing set plans for immediate results. 

Source: Dimension Data

3. 62% of businesses invest in individual customer characteristics. 

It’s vital to do more research into creating personalized customer experiences. Customer experience trends show analyzing individual consumer characteristics is common among companies now. It can give brands insight into what they want out of business. 

Source: Walker Info

4. 58% of brands are working on simplifying processes and products. 

Implementing strategies to improve customer experience is a great step that brands can take. User-friendly, simple processes and products can ensure an increase in customer satisfaction. The more efficient and smooth the process is, the fewer the chances of a company providing a below-par customer experience. 

Source: Walker Info

5. 87% of companies indicate that customer loyalty can lead to commercial success.

Customer satisfaction statistics show that high brand loyalty creates a great source of consistent profits. The fastest way to become successful is to invest resources and time into making sure customers are happy. Happy customers are loyal customers. 

Source: Dimension Data

6. Customers spend 17% more on brands with excellent customer service.

The importance of customer experience statistics is that they show a direct correlation between customer service and revenue. Satisfied customers are more likely to put money into a service they like, which can pay off for brands in the long run. 

Source: American Express

7. 84% of consumers prefer brands that treat them as individuals, not numbers.

Consumers want to feel important: 

They don’t just want to be statistical data for brands. While statistics on customer satisfaction are a great way to learn more about what customers want, it’s important to establish genuine connections. Brands need to pay more attention to what consumers have to say rather than treat them as a number. 

Source: Salesforce

8. Almost 60% of consumers expect brands to tailor new experiences based on previous interactions. 

The question is: 

“How would you provide a positive experience for a customer?” 

And here’s the answer:

Focus on creating a personalized experience. Brands are increasingly paying attention to customer purchase histories. By using such innovative strategies, you can tailor their experience and increase engagement. You will be able to send them the perfect offers through targeted advertisements and campaigns if you know what they want. This can increase lead generation rates for the company. 

Source: Salesforce

9. 86% of American consumers pay more for better customer experiences.

Top trends show customers have no issue paying more money if they believe they’re getting their money’s worth. When they enter a retail store, it isn’t just about the product. The whole experience pays a huge role in the customer experience retail statistics. 

Source: Oracle

10. 62% of consumers believe the staff’s resourcefulness and knowledge are important, while 68% believe friendly service operatives lead to positive experiences.

People deem person-to-person interaction an important factor for positive user experience. Pleasant, competent staff members can ensure that customers remain loyal by impressing them with excellent service. 

Source: American Express

11. 86% of customers are more likely to repurchase from the brand after an excellent customer experience.

In contrast, only 13% of customers that have a bad experience with a brand come back to make a purchase again. Consumers expect brands to meet their expectations and needs. They are quick to leave if they are disappointed in any way. 

Source: Eco Consultancy

12. Increasing customer retention rates by 5% can result in a 25% increase in profits. 

Why is the customer experience so important? 

Well, because it has a huge impact on your rate of customer retention as statistics show. Customer service statistics UK show you should focus more on customer retention if you want to increase your profits. 

Source: Bain & Company

Customer Experience Statistics - support

Digital Customer Experience Facts

13. 50% of consumers wait for customer service reps to respond for one week before they stop doing business for good. 

Customers tend to grow more frustrated with the brand with every passing day. So, companies need to respond quickly to their queries or complaints in order to keep them coming back for more. 

Source: Qualtrics

14. 54% of consumers contact customer service departments through email. 

Customer experience statistics 2018 show that emails are the most common way for people to contact service departments. Consumers prefer digital channels since they are easy and quick. More and more people are using their mobile devices to connect with brands. They also expected detailed, personalized, and quick responses. 

Source: Forrester

15. 63% of American adults use mobile devices to seek customer support several times a month. 

Mobiles devices are the most common way to contact customer service. They are the most popular form of engagement tool in the world. 

Source: Software Advice

16. 60% of consumers are less likely to buy from a brand after a bad mobile experience. 

Customer service satisfaction statistics show the most common complaint about online mobile experiences is that the page takes too long to load. Mobile users tend to abandon the page 53% of the time if it takes more than three seconds to load. Your traffic can take a severe hit if you have a laggy website. 

Key takeaway:

Brands need to invest in mobile optimization if they don’t want to lose leads. 

Source: Think With Google

17. 42% of consumers use live chats to contact a business through mobile devices.

Online customer experience statistics show that while phone calls are still common, other forms of communication such as email and live chats are quickly gaining in popularity. 

The thing is:

Customers can address their queries and questions quickly and easily through live chats. As a result, brands have started to invest a lot of resources to provide their customers with 24/7 hour live chat services. 

Source: Software Advice

18. 84% of brands claim they have a customer-centric user mobile experience.

Since there are around 5 billion phone users globally, mobile experiences are becoming increasingly important. The latest figures reveal it is important to address user experience across every device and channel. 

Source: Vision Critical

Customer Experience Management Statistics

19. 67% of consumers hang up on automated calls because they are frustrated when they can’t talk to a live person.

According to the latest social customer service statistics, people dislike automated call systems. 

This should come as no surprise: 

Angry customers particularly hate robot calls since they don’t provide them with a satisfying solution to their problems. Customer service complaints statistics have found that automated calls tend to dehumanize the consumer and decrease the effectiveness of the user experience. 

Source: Glance

20. 27% turnover rates are recorded among customer service employees.

This is the highest turnover in the business world. You need to train your staff well so they can cope with the increasing standards of service.

Now: 

It can be hard to deal with angry customers or find an effective solution to their queries. This is why you should make sure all of the brand’s processes are as efficient and simple as possible so that customer service reps can keep up. 

Source: Qualtrics

21. 71% of consumers change banks due to an in-person problem, even though 70% of all banking takes place online. 

Banking customer experience trends show that customers find that going to a bank in person can be stressful due to the lack of good customer service. This may also be why online transactions are more common for customers. Banks that place a greater emphasis on customer service are able to retain their customers. 

Source: Qualtrics

Customer Experience Statistics - rating

Bad Customer Experience Statistics

22. One unresolved negative customer experience is compensated by 12 positive experiences.

Customer service needs to be exemplary every single time because bad service comes at a high price. People are far more likely to recall their negative experiences with a brand than their good ones. It can take a lot of time and effort to make up for past mistakes. Regaining a consumer’s trust is incredibly hard work.

Source: Glance

23. 33% of US consumers contemplate switching brands after receiving bad service even once.

Poor customer service statistics reveal customers are impatient and turn away pretty easily. Due to increased variety and competition, they can afford to switch brands at the drop of a hat. Even one bad experience could lead your customers away, especially if you don’t resolve their issue at once. This is why it is important to invest in the right strategies. 

Source: American Express

24. 90% of consumers have a bad experience while trying to contact support through a mobile device. 

While most customer engagement happens through mobile devices, many companies are still taking their time to adapt to this fact. A responsive website design is a must if you want to keep your customers are happy. Statistics on customer satisfaction show that consumers want a fully optimized user experience on any device. 

Source: Software Advice

25. 87% of consumers share good customer experiences, while 95% share bad ones.

How many people do you tell about a bad experience? 

It is common to share your opinions about a brand with each other nowadays. Consumers are more likely to share bad experiences since negative experiences have a bigger impact on these customers. However, this doesn’t mean they won’t share their positive experiences. 

Source: Zendesk 

26. 89% of customers move to a competitor after one negative customer experience. 

What percentage of unsatisfied customers leave? Customer experience stats show that almost nine out of ten consumers abandon businesses quickly if they are frustrated in any way. They tend not to wait around for the brand to improve itself. This is why it is important to fix any wrongdoings and fix the relationship quickly. They will turn to your competitors without a second thought if they believe they will receive better service there. 

Source: Oracle

27. 96% of unsatisfied consumers don’t complain. 

It takes too much effort to complain on a customer’s part, and most believe that complaining won’t change anything. Instead, 91% just leave and don’t return to the business. Brands need to make sure their customers know they’re open to feedback and willing to change for the better. 

Source: Provide Support

The Bottom Line

Learning from customer experience statistics is an important strategy that more brands must incorporate into their action plans. The market has changed in favor of customers, and they have a lot of power when it comes to profits. 

At the end of the day:

Brands need to put their customers first if they want to succeed in what is essentially a buyer’s market, not a seller’s market.

Sources:

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