Posted: 7th May 2018

Fast facts: Customer Experience

Customer Experience facts

We’ve pulled together 20 Customer Experience statistics worth knowing about.

  1. Research shows that 55% of consumers are willing to pay more for a guaranteed good experience.
  2. 86% of consumers are willing to pay more for an upgraded experience.
  3. Customer frustration leads to the following: 13% tell 15 or more people if they’re unhappy. Conversely, 72% of consumers will share a positive experience with 6 or more people.
  4. 67% of consumers site bad experiences as reason for churn.
  5. It is 6-7X more expensive for companies to attract new customers than to keep existing customers.
  6. Only 12% of companies are able to successfully upsell or cross-sell to new customers.
  7. 66% of consumers who switched brands did so because of poor service
  8. 70% of companies that deliver best in class customer experience use customer feedback – versus industry average of 50%, and 29% for laggards.
  9. 56% of customer just want the right answer, but 64% of customers do not trust the information.
  10. 55% of customer requests for service on social media are not acknowledged.
  11. 87% of customers think brands need to put more effort into providing a consistent experience
  12. 89% of businesses are soon expected to compete mainly on customer experience
  13. 80% of companies say they deliver “superior” customer service but only 8% of customers agree.
  14. 91% of unhappy customers will not willingly do business with you again
  15. Employees only ask for the customer’s name 21% of the time
  16. 70% of buying experiences are based on how the customer feels they are being treated
  17. 27% of email inquires are answered incorrectly
  18. 75% of customers believe it takes too long to reach a live agent
  19. 41% of consumers expect an e-mail response within six hours. Only 36% of retailers responded that quickly
  20. 81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition.

Sources: Facts 1-4 from https://learn.theidm.com/mod/book/view.php?id=18294&chapterid=2300; Facts 5-10 from https://www.huffingtonpost.com/vala-afshar/50-important-customer-exp_b_8295772.html; Facts 11-14 from https://www.ameyo.com/blog/customer-experience-statistics; Facts 15-20 from https://www.slideshare.net/helpscout/75-customer-service-facts-quotes-statistics

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