The following statistics about customer service are once again showing the importance for organizations to manage Customer Experience.

Customer Feedback Management solutions such as Instant Survey powered by MediaTech Solutions allows companies to effectively manage Customer Experience. Organizations are able to maximize customer value and satisfaction, manage their resources and optimize processes by implementing and industrializing a real-time customer feedback management.

“An impressive amount of research has been conducted on customer service trends, but it can take a while to scan through white papers and infographics to find the statistics that are truly important to you.

That’s why we decided to create a definitive list of the most important customer service statistics — to save you time and make your life easier.”

Customer Behavior

– Switching
66% of customers switch companies due to poor service” (Accenture)

– Frustration
82% of consumers have stopped doing business with a company because of bad
customer service” (Zendesk)

– Loyalty
58% are willing to spend more on companies that provide excellent customer service.
(American Express)

– Sharing
95% of customers share bad experiences with others” (Zendesk)

– By Demographic
79% of high-income households avoid vendors for 2+ years after a bad customer
experience” (Zendesk)

Customer Service Team Trends

– Priorities
90% of customer service decision makers believe that delivering good customer
service is critical to their company’s success” (Forrester)

– Channels
65% are frustrated by inconsistent experiences across channels” (Accenture)

– Analytics & Reporting
87% plan to extend their levels of reporting and analytics” (Deloitte)

– Best Practices
Assessing the personality type of a customer at the beginning of a call can reduce
repeat calls by 40%” (Harvard Business Review)