Customer Service Statistics
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30 Amazing Customer Service Statistics To Know in 2020

by Elma

When someone says “customer service”, the first thing that comes to mind is the frustration of waiting on the phone and having to repeat your issue to several agents before receiving help. Companies all over the world are now fighting to erase this negative image of customer service.

And it’s starting to work. We have gathered the most recent customer service statistics for you to gain detailed insight into how customer service is changing, especially in the wild world of digital media.

Top Customer Service Statistics (Editor’s Choice)

  • 56% of CEOs report that their revenue grew because of digitally transforming customer service.
  • 88% of consumers are not likely to come back to a website after a poor experience.
  • 83% of users expect a company to respond to messages on their social media within a day.
  • More than 50% of US ecommerce sales happen on mobile devices.
  • 50% of consumers will feel more connected with the brand after using direct messaging.
  • 77% of consumers with an excellent customer service experience are likely to recommend a brand to a friend.
  • It takes 40 positive experiences for a customer to forget one negative experience.
  • Experts predict that by 2025, 95% of customer service will involve artificial intelligence.

Essential Customer Service Stats You Need To Know

Customer Service Statistics 1

Before we dig into the topic of digital media in customer service, let’s start with the basics. It turns out that customer service is not only here to leave us frustrated after having waited on the phone for hours.

1. Good customer service is the number one reason consumers build trust with companies.

(Dimensional Research)

This statistic shows proof of one of the most common customer service facts: happy customers will come back and buy again.

Consumers’ trust is not only about the quality of the product or the service; it’s often about its perception. When it comes to consumer’s perception, good customer service is critical. Feeling understood and valued is what keeps customers loyal. 

2. Positive reviews influence at least 90% of people. 

(Dimensional Research)

Various customer service data points at the importance of positive reviews, as they motivate new consumers and influence at least 90% of the people who read them. Negative reviews influence 86% of potential customers who read reviews.

3. 48% of customers want special treatment if they consider themselves good customers.

(Accenture)

A customer wants to feel like they’re the most valuable asset to the company. If they’re loyal, they want to get a reward for it. There’s a reason why people yell over the phone at bad customer service reps with threats to stop using the product. According to customer experience statistics, 48% of consumers expect special treatment for being a good customer.

4. 57% of customers prefer to contact customer service digitally rather than by phone.

(Ameyo)

People don’t enjoy using the phone to contact customer service. Customer satisfaction survey statistics show that an increasing number of customers are avoiding phone calls and prefer to contact a company through email, social media, or an online chat. 

5. 80% of B2B customers expect a B2C buying experience.

(Lumoa)

Satisfaction in B2B commerce is becoming as important as the satisfaction in B2C. Businesses and their representatives want the same experience. Research has shown that most companies are careful about selecting their vendors. B2B customer service statistics reveal that companies operate in the same mindset as consumers do. 

6.  50% of retail consumers feel like their complaints don’t get to someone who can act on it.

(Qualtrics)

Frustration with poor customer service is an issue faced by many worldwide, especially in retail. Retail customer service statistics show that half of the consumers leave customer service feeling utterly helpless about their complaints.

7. Investing in customer experience because of customer satisfaction is the priority for only 34% of companies globally. 

(Adobe)

Considering how vital customer experience is right now, having only a third of companies investing in their development is quite shocking. Customer retention statistics point out that these will soon have to change if companies want to keep their buyers.

8. More than two-thirds of companies are now competing only based on good customer experience.

(Gartner)

When it comes to company competition, more than two-thirds compete based on their customer experience quality. These companies understand that customer engagement statistics give them valuable data in developing their product and services while optimizing the customer’s journey.

9. The most common reason customers stop using a service is because they don’t feel appreciated.

(Vonage)

Many things can make a customer feel appreciated: getting back to the customer after a complaint, quick response, and showing small signs of gratitude. Remember that customers feel like they are a priceless asset to the companies, and they want confirmation that businesses agree.

10. 33% of customers also stopped using a product or service because it lacked personalization.

(Accenture)

Making the customer feel appreciated is part of the personalization of the customer’s experience. Customer retention and satisfaction statistics show that companies lacking these details in communication with customers are less likely to retain customers.

11. 56% of CEOs report their revenue grew because of digital transformation to customer service.

(Gartner)

Without digital transformation to customer service, companies are bound for eventual failure. The majority of CEOs now report that incorporating digital tools made a tremendous impact on their revenue.

Digital and Social Media Customer Service Statistics

Customer Service Statistics 2

The era of call agents has reached its peak as customer service is starting to change. People want help and information on products and services as soon as possible while feeling valued and connected to the brand.

12. 50% of consumers report they will feel more connected with the brand after using direct messaging.

(Hootsuite) 

Before phones, customers had the option of writing letters to companies. Phone calls made for a more personal experience for consumers, but now it’s the tool of digital media that makes consumers feel more emotionally connected. More than half of those surveyed said that directly messaging a brand on social media made them feel more connected.

13. 25% of companies use virtual customer service like chatbots.

(Gartner) 

Some great customer service statistics in 2020 regarding digital media show that chatbots are tricky. Customers prefer digital connection, but chatbots lack the personality that customers enjoy.

However, chatbots and virtual assistants’ popularity is growing, with 25% of companies using them in 2020. In 2017, only two percent of businesses used these virtual customer service devices, which shows a rapid increase.

14. 57% of customers will not recommend a service with a poor mobile experience.

(Soc Pub)

Customers want the same level of service on their phones as on their desktop. A poor mobile experience is among the key reasons customers wouldn’t recommend a service. 

15. More than 50% of US ecommerce sales happen on mobile devices.

(OuterBox)

According to mobile customer service statistics, more than half of all ecommerce purchases in the US happen on mobile devices. Since our daily lives depend on mobile devices—as shown by these app usage statistics—experts project that mobile purchases will make up 80% of total sales by 2025. 

16. 88% of online consumers are not likely to come back to a website after a poor experience.

(eConsultancy)

Despite the importance of social media in browsing for ecommerce businesses, websites still work as the anchor for a brand’s identity. Customer experience statistics in 2020 reveal that most consumers are not willing to give a brand a second chance after a bad website experience. 

17. 83% of users expect a company to respond to their social media messages within a day.

(Hootsuite)

Consumers are no longer patient. Thanks to social media customer service and the 24-hour availability of the internet, they don’t like waiting for assistance. While most (83%) expect a response within a day, nearly 50% expect it within an hour.

18. It takes more than five days for 45% of companies to respond to customers on their Facebook pages.

(Hootsuite)

Experts in the industry know that data like Facebook Messenger customer service statistics show that businesses desperately need to improve their Facebook services. Almost half of the companies took more than five days to respond to a customer on their Facebook pages.

19. Currently, more than 80% of companies invest in multichannel servicing.

(PwC)

It’s hardly all about Facebook, regardless of how powerful the network really is. According to customer service statistics in 2020, more than 80% of companies invest in several channels of providing quality customer service. These include other social media and digital ways of connecting to give consumers a chance to reach their service as soon as possible in a well-known digital environment.

Statistics on Customer Service Quality and its Benefits

Customer Service Statistics 3

The benefits of quality customer service can go far. But what makes it good for customers? And what happens to companies with putting effort into customer service?

20. It takes 40 positive experiences to undo one negative experience.

(Monitor Business Reviews)

Poor customer experience is hard to forget, according to statistics about customer experience impact. Depending on the situation, the brand will have to secure up 40 positive customer reviews to undo one negative experience. 

21. Attracting a new consumer is up to six times more expensive than keeping the existing ones.

(Business2Community)

Customer retention and satisfaction statistics underline that attracting new consumers will always be more expensive than keeping existing ones. The overall cost of low customer retention can make a tremendous impact on brands’ overall profits.

22. 33% of US customers report that customer service agents’ most important trait is friendliness and knowledgeability.

(Microsoft)

Research has shown that people are more likely to react negatively to customer service if they have to deal with an impolite agent. Politeness alone won’t win the customer’s satisfaction if they don’t show real knowledge.

23. Increasing customer retention rates by 5% can increase revenue by 25% to 95%.

(Harvard Business Review) 

Customer service success statistics confirm that the most important motive for investing in customer service is increasing revenue. Studies agree that an increased retention rate can grow revenue by as much as 95%. An effective way to secure this retention rate is by offering excellent customer service.

24. Companies with excellent customer service have 4% to 8% higher revenues in their market.

(Bain & Company)

One study found causation between the companies’ revenue and the quality of their customer service. Researchers found that companies with excellent customer service grew their revenue by 4%-8% above their market. According to digital customer service statistics, this growth is especially true for companies continually investing in digital media. 

25. 52% of consumers who experienced positive customer service made another purchase from the same company in 2013. 

(Dimensional Research) 

Statistics about customer service impact show the importance of positive customer experience—more than half of the customers who experienced positive customer service purchased from the same company again. 

26. Globally speaking, 67% of customers believe that customer service is improving.

(Microsoft)

Right now, the majority of customers report they’re seeing improvements in customer service. This statistic shows how customer service trends moved beyond resolving customer’s issues, making customer service a key in developing a brand’s personalization. 

27. 77% of consumers who experienced excellent customer service are likely to recommend a brand to a friend.

(XMinstitute)

On top of retaining satisfied customers, positive experience brings another benefit. Happy customers spread the word and usually recommend the product. From a company’s perspective, it’s marketing-made-in-heaven.

28. 59% of consumers who experienced personalization through customer service report it influenced their purchase.

(InfoSys)

Customer service loyalty statistics show how customer service can be an excellent personalization tool for a brand. More than half of consumers report that these efforts impacted their future purchases and secured their loyalty to the brand.

29. 65% of consumers report that good customer service is more influential for a brand than advertising.

(PwC)

Consumers are catching up on customer service trends and now recognize its importance. When it comes to customer retention, they agree that advertising can’t beat top-notch customer service. 

30. Artificial intelligence will operate in 95% of customer interactions by 2025.

(Finance Digest)

It’s no secret that artificial intelligence (AI) is taking over. When it comes to AI customer service statistics, research shows that investments into its development are trending upwards. 

We’ve had a feel of it thanks to chatbots, but the real thing should be a lot more advanced as experts predict that AI will do 95% of all customer interactions, leaving customers unable to notice the difference.

Conclusion

Now that we’ve covered these recent stats, it’s clear that the world of customer service will go through significant changes in upcoming years. As we’ve seen from statistics about customer service on social media, the digital world is taking over and changing the game. With AI development, the need for actual human workers will likely decrease. 

The ultimate goal in developing customer service remains customer satisfaction and retention achieved through effective help and personalization of the customer’s needs and wishes. 

Frequently Asked Questions (FAQ)

Research has shown that positive reviews can make an impact on 90% of people. Reports indicate that loyal customers with a positive experience will recommend the brand to someone 77% of the time. Good customer experience can matter even more than advertising the brand, according to customer loyalty statistics. 

For businesses, customer service is a way to help customers gain information and find solutions regarding their service or the product. It’s also a way to build a brand’s identity through a personal connection with customers. Customers want to feel valued, appreciated, and to be rewarded by companies for being their customers. As customer service statistics show, this will enable companies to have higher customer retention rates. 

In most industries, the average retention rate is just below 20% over an 8-week period. Average customer retention rate by industry varies. In media and finance, the average retention rate is usually around 25%. In ecommerce, the average rate is generally between 25% up to 35%. Businesses maintaining retention rates over 35% are considered elite companies. 

Actually, not that many. At least not directly to companies. Only 4% of dissatisfied customers will complain, but a whopping 91% will simply stop buying the product or using the service without complaint. On average, unhappy customers will tell 9 to 15 people about their experience. As our customer service statistics cover, this is why customer service can be a make-it-or-break-it moment for many businesses.

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