26 Customer Service Stats And Facts You Can’t Ignore In 2019


If you’ve been a loyal customer of a particular brand for a long time, but were suddenly hit by bad customer service (numbers going straight to voicemail, irrelevant automated responses), you know what we’re talking about. But even if you’re a lucky individual who hasn’t, you’d know that a bad customer service experience can break your relationship with a brand. 


As a digital marketing agency, we can’t emphasise the importance of a customer’s experience with a business enough. Throughout the years (especially recently), extensive data on customer service statistics has offered solid evidence on Customer experience (CX). 


We can no longer downplay the importance of CX, and created this post to point out some stats and facts about customer service that can help you familiarise yourself with delivering more helpful (and human) support to your clients. 


Customer experience dictates where people shop.


  1. Gen Z wants CX that integrates with technology, which offers personalised attention but instant and entertaining interactions.  
  2. 70 percent of customers say technology makes it easier to take their business to a competitor if they need to. 
  3. 73 percent of customers fall in love with a brand because of its friendly customer service representatives. 


This is why personalised CX matters.


  1. 75 percent of customers want consistent experiences regardless of how they engage with a company (through social media, in-person, over the phone, etc.). 
  2. 64 percent of customers want to associate with companies that can solve their problems and meet their needs in real-time.  
  3. 44 percent of consumers take their business elsewhere when they’ve had a poor experience.
  4. 75 percent of customers believe it takes too long to reach a live agent – so try and get your clients to a live agent in less than two minutes to avoid frustration and unhappy clients.  


Are your clients telling you about their experience?


  1. 72 percent of customers will tell 6+ people if they’re having a satisfying experience with your brand. 
  2. 13 percent of customers will tell 15+ people if they’re having a negative experience with your brand. 
  3. Only 1/26 customers will tell you they’re having a bad experience with your business, the rest simply leave. 
  4. Millennials will tell around 15 people about bad CX, but tell 17 people about a good CX. 
  5. When customers rate CX “very poor”, only 18 percent will purchase more from your company, and 9 percent will further recommend it. 
  6. When customers rate CX “very good”, 87 percent are likely to purchase/work more from/with you, and 79 percent will further recommend it.  


The Cost of Bad Customer Service.


  1. 50 percent of millennials have complained about a brand online/on social media.
  2. Customers will wait on hold for an average of 11 minutes before hanging up.  
  3. Among B2B decision-makers, lack of speed in interactions with their suppliers is a major pain point, mentioned twice as often as price. 
  4. 88 percent of consumers are less likely to buy from companies that leave complaints on social media unanswered – Conversocial 

Feeling unappreciated is the #1 reason customers switch away from products and services.


Social Media Stats.


  1. The average wait time on social media is nine hours.
  2. 95 percent of adults (ages 18-34) are likely to follow a brand through social media handles.  
  3. 70 percent of companies ignore customer complaints on Twitter. – Maritz Research 
  4. 23 percent of businesses use social media as a tool to collect and analyse data. 
  5. 83 percent of complainants that received replies on social media loved the fact that companies responded. – Bain & Co. 
  6. Only 23 percent of companies provide customer service on Facebook. – Oracle Retail
  7. Three-quarters of online customers expect help within five minutes


How Can You Improve Your CX Through Service?


  1. 43 percent of global consumers say a key issue in self-service portals is that the company hasn’t included enough information on the portal to solve the problem. 
  2. 77 percent of global consumers have a better perspective of businesses that invite and act on their CX feedback. 
  3. A modest improvement in CX for a typical $1 billion company = an increase in revenue of around $775 million over three years


With customer service stats in mind, it’s easier to see how you can improve. While always a work in progress, Digital Odyssey can help you stay on top of trends to effectively navigate the complex waters of the internet. Our marketing agency can help you with further ideas on how to design world-class websites, seamless user journeys and digital marketing campaigns.


Contact Us to Learn How



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