customer service statistics

75+ Customer Service Statistics & Facts you Should Know in 2024

Customer service your offer to your customers plays a crucial role. The kind of service you offer both before and after they purchase and use your products or services helps them to have an easy and pleasant experience with you. In this competitive era, offering amazing customer service is essential to retain customers and expand your business. 

Today’s customer service has gone beyond the traditional telephone support representative. Customer support is more than just giving answers; it’s an essential part of the promise your brand makes to its customers.

Therefore, we have compiled 75+ customer service statistics to understand its importance in a better way.

75+ Customer Service Statistics & Facts 

  1. Nearly three out of five consumers report that good customer service is vital for feeling loyalty toward a brand. (Zendesk)

  2. A satisfactory customer service experience heavily impacts recommendations. For example, consumers who rate a company’s service as “good” are 38% more likely to suggest that company.  (Qualtrics XM Institute)

  3. Investing in new customers is between 5 and 25 times more expensive than keeping existing ones. (Invesp)

  4. 83% of customers admit that they feel more loyal to brands that respond to and resolve their complaints. (Khoros)

  5. Businesses can increase revenues between 4% and 8% above their market when prioritizing better customer service experiences.  (Bain & Company)

  6. 68% of consumers state they are willing to pay more for products and services from a brand known to deliver good customer service experiences. (HubSpot)

  7. 86%, good customer service turns one-time clients into long-term brand champions.  (Khoros)

  8. An NPS Promoter score has a customer lifetime value that’s 600%-1,400% higher than a Detractor.  (Bain & Company)

  9. 89% of consumers are more likely to purchase after a positive customer service experience.  (Salesforce Research)

  10. 93% of customers are likely to make repeat purchases with companies that offer excellent customer service. (HubSpot Research)  

  11. If the company’s customer service is excellent, 78% of consumers will do business with them again after a mistake.  (Salesforce Research)

  12. Increasing customer retention rates by 5% can increase profits by between 25% and 95%.  (Bain and Company)

  13. 80% of companies utilize customer satisfaction scores to analyze customer experience and enhance it.  (Harvard Business Review)

  14. 72% of companies think that they can use analytics reports to enhance the customer experience. (Deloitte)

  15. Worldwide customer experience management is worth as much as $7.6 billion in 2020. This is a 16.9% year-over-year growth from its value of $6.5 billion in 2019.  (Grand View Research)

  16. It takes 12 positive customer experiences to make up for 1 negative experience. (Ruby Newell-Legner’s” Understanding Customers “),

  17. 58% of American consumers will switch companies because of poor customer service. (Microsoft)

  18. 65% of customers stated they have changed to a different brand because of a poor experience.  (Khoros)

  19. After more than one bad experience, around 61% of consumers state they would do business with a competitor. (Zendesk)  

  20. Only 1 in 5 consumers will ignore a bad experience at a company whose customer service they rate as “very poor.”  (Qualtrics XM Institute)

  21. 78% of customers have backed out of purchase due to a poor customer experience. (Glance)

  22. 90% of customers rate an “immediate” response as essential when they have a customer service question. 60% of customers define “immediate” as 10 minutes or less.  (HubSpot Research)

  23. More than 70% of consumers believe that companies should collaborate on their behalf, so they don’t have to repeat information to different representatives.  (Zendesk)

  24. 63% of consumers expect businesses to know their individual needs and expectations, while 76% of B2B buyers expect the same thing. (Salesforce Research)

  25. 59% of customers think that companies need to provide cutting-edge digital experiences to keep their business. (Salesforce)

  26. 90% of people are more likely to trust a company if they have a firm privacy policy.  (Salesforce)

  27. Over 50% of customers across all age groups typically use the phone to reach out to a service team, making it the most-used channel for customer service. (Zendesk)

  28. 63% of customer service teams utilize text messaging, compared to 78% of customers who use text messaging for communicating with a company.  (Salesforce)

  29. 51% of customer service teams use mobile apps, compared to 82% of customers who use mobile apps for communicating with a company. (Salesforce)

  30. On average, customer service agents only ask for a customer’s name 21% of the time. (Glance)

  31. 75% of customers desire a consistent experience, regardless of how they engage a company (through social media, in person, by phone, etc.). (Salesforce)

  32. The effectiveness of bots in resolving issues has fallen to 28%. In addition, American consumers do not find bots effective, with 40% relying on other channels to reach out to service teams. (Microsoft)

  33. 64% of customers want to shop with companies that can meet their needs in real-time. (Salesforce)

  34. 64% of customer service teams use customer portals, compared to 84% of customers who use customer portals. (Salesforce)

  35. 36% of consumers, whether good or bad, will share their customer service experience. (CFI Group)

  36. Over one-third report posting on Facebook, followed closely by Instagram. (CFI Group)

  37. 87% of consumers considered online reviews for local businesses in 2020. (Bright Local)

  38. 72% of customers will share their good experiences with others.  (Salesforce)

  39. 72% of customers will tell six or more people if they have a satisfying experience.  (Esteban Kolsky)

  40. 94% of American customers will recommend a company whose service they rate as “very good.” (Qualtrics XM Institute)

  41. 67% of customers report a terrible customer experience as the reason for switching businesses. (Esteban Kolsky)

  42. Only 13% of consumers will recommend a company whose customer service they’ve rated as “very poor.” (Qualtrics XM Institute)

  43. 50% of customers say they don’t share their bad or good service experiences through social media. (CFI Group)

  44. 33% of consumers would recommend a brand that provides a quick but ineffective response. (Nielsen-McKinsey)

  45. 78% of customers who complain to a brand on Twitter expect a response within an hour. (Lithium)

  46. 71% of consumers (age 16-24) think that a quick response from a service team can drastically improve their customer experience. (Comm100)

  47. Almost 90% of customers report trusting a company whose service they rate as “very good.” On the other hand, only 16% of those who give an “inferior” rating trust companies to the same degree. (Qualtrics XM Institute)  

  48. Your online conversion rate can enhance by roughly 8% when you include personalized consumer experiences. (Trust Pilot)

  49. 88% of people rely on companies that vow not to share their personal information without permission. (Salesforce)

  50. 92% of customers appreciate companies giving them control over what information is collected about them.  (Salesforce)

  51. 70% of the customer’s journey is based on how they feel treated. (McKinsey)

  52. 53% of shoppers believe their feedback doesn’t go to anyone who can act on it. (Microsoft)

  53. A consumer is four times more likely to switch to a competitor if the problem they’re having is service-based. (Bain and Company)  

  54. 23% of businesses use social media as a tool to collect and analyze data. (Gartner)

  55. 79% of customers are willing to share relevant information about themselves in exchange for contextualized interactions that are immediately known and understood. (Salesforce)

  56. 56% of customers don’t mind sharing their personal information for better service.  (Salesforce)

  57. About 90% of consumers trust a company whose service they’ve rated as “very good” to take care of their needs. (Qualtrics XM Institute)

  58. 70% of customers state service agents’ awareness of sales interactions is fundamental to keeping their business. (Salesforce)

  59. 80% of customers state a company’s experience is just as necessary as its products or services.  (Salesforce)

  60. 13% of customers tell 15 or more people if they have a negative experience. (Esteban Kolsky)

  61. 79% of customers who share their complaints online see their complaints ignored. (RightNow)

  62. Only 17% of consumers recommend a brand that provides a slow but effective solution. (Nielsen-McKinsey)

  63. Only 1 in 26 customers will tell a business about their negative experience; the rest simply leave according to customer service facts.  (Esteban Kolsky)

  64. 90% of consumers worldwide consider issue resolution their most crucial customer service concern. (KPMG)

  65. 70% of customers report that technology makes it simple to take their business to a competitor if needed. (Salesforce)

  66. 90% of Americans utilize customer service as a factor in deciding whether or not to do business with a company.  (Microsoft)

  67. Over 89% of companies see customer experience as a principal factor that drives customer loyalty and retention. (Invesp)

  68. The more complex the customer service issue (for example, payment disputes or complaints) – the more likely customers are to seek out an actual person on the phone (40%) or a face-to-face interaction (23%) as opposed to online chat. (Comm100)

  69. Millennials choose live chat as their preferred support channel, with 52% saying they would rather converse over text. (Comm100)

  70. 83 % of the customers use social media to engage with brands.  (Forrester)

  71. Over half of all customers prefer to chat with someone in real-time and online; rather than call a company for support. (SuperOffice)

  72. Three-quarters of online customers expect help within five minutes. (McKinsey)

  73. When clients contact a brand on Twitter, 53% expect a response within an hour. However, if customers complain, that number jumps to 78%. (Lithium)

  74. When asked how long they were willing to be put on hold, about a third of respondents said; they were unwilling to wait. About said they would wait one minute. Only 4.1% said they would wait as long as it took.  (Plum Voice)

  75. Businesses that prioritize customer experience (CX) have between 4 to 8% higher revenue than competitors. (Techjury)

  76. It can lead to higher customer retention rates and increased profits ranging from 25% to 95%. (Bain & Company)

  77. On average, companies can improve the customer experience they offer and see revenue increase anywhere from 10-15%. (Bare International)

  78. UC-based companies lose $1.7 trillion because of poor customer service. (GetFeedback)

  79. 64 % of consumers want brands to connect with them. (Sprout Social)
  80. Customer expectations for chat response times are high, with average wait times of just 45 seconds. (Com100)

  81. 90% of customers rate an “immediate” response as “important” or “very important” when they have a customer service question. 60% of customers define “immediate” as ten minutes or less. (HubSpot Research)

  82. 73% of consumers say time is critical in determining “good” and poor customer service experiences. ( Hubspot)

So, these are some of the customer service statistics and facts that every business needs to know.

Wrap up

After reading this post, you may get an idea of how important customer service is. Therefore, if you want to improve or expand your business, make sure you know these customer service statistics


Shivani is a content writer at InviteReferrals. She writes SEO articles, blogs, and guest posts for businesses to improve website ranking on SERP. She follows a balanced approach for the quality of content and its marketing. She loves to do creativity, although she had an English major in her graduation.