Organizations that lead in CX outperformed laggards on the S&P 500 index by nearly 80%.Ĩ4% of organizations working to improve CX report an increase in revenue.īenchmark Net Promoter Score for companies in the education sector was reported as 69 in April 2018.īenchmark Net Promoter Score for financial services companies was indicated to be 49 in January 2019.īenchmark Net Promoter Score for the healthcare sector was indicated at 76 in January 2019.īenchmark Net Promoter Score for manufacturing companies was recorded at 76 in January 2019.īenchmark Net Promoter Score for technology companies was reported to be 60 in January 2019.Ĭustomer retention is a high priority for most businesses since it costs so much more to win new customers. In 2019, customer experience will continue as a major factor in how companies do business.Ĩ7% of organizations agree traditional experiences no longer satisfy customers.Ī moderate improvement in CX would impact the revenue of a typical $1 billion company an average of $775 million over three years.Ħ7% of consumers and 74% of business buyers say they’ll pay more for a great experience.īy 2020, more than 40% of all data analytics projects will relate to an aspect of customer experience.Ħ5% of companies measure NPS compared with 44% that measure CSAT and 14% that measure CES. With 89% of businesses soon to be expected to compete mainly on customer experience, organizations that take customer experience seriously will stand out from the noise and win loyal customers.ĩ9% of Customer Experience and Success leaders believe Customer Experience Management has a positive impact on their business. Gartner predicts that by 2019, more than 50% of organizations will redirect their investments to customer experience innovations.
More people read positive reviews of customer service online than negative ones by 6%. Service insight and knowledge is also key to a good experience according to 62% of consumers.Īmericans will pay 17% more to do business with firms with great reputations when it comes to customer service.ĥ2% of consumers say they have made an additional purchase from a company after a positive customer service experience.ĩ0% of customers are influenced by positive reviews when buying a product. When asking consumers what impacts their level of trust with a company, offering excellent customer service is ranked number one.Ī customer experience promoter has a lifetime value to a company that’s 600 to 1,400% that of a detractor.ģ4% of companies are implementing “customer journey mapping” into their customer service.ħ0% of consumers say they have already made a choice to support a company that delivers great customer service. In 2017, 64% of Americans contacted some form of customer service.ĥ2% of people around the globe believe that companies need to take action on feedback provided by their customers.Īround the globe, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand. Worldwide, 67% of people believe that customer service as a whole is improving. Gartner have also predicted that by 2019 more than 50% of organizations will redirect their investments to customer experience innovations. Gartner predicts that 89% of businesses are expected to compete mainly on customer experience.
This percentage jumps to 66% for consumers aged from 18 to 34 years old. Here are some interesting customer service, satisfaction and experience stats which demonstrate how times are changing.ĥ4% of customers have higher expectations for customer service today compared to one year ago.
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Read all the stats and quotes below, or download our bumper customer service statistics infographic by clicking the image:Ĭustomer Service, Satisfaction and Experience Statistics and Quotes Their loyalty is far more dependent upon the service they receive, their experience of a business and their level of satisfaction.
Here we’ve collated over 100 customer service statistics, customer satisfaction statistics and quotes from various brands, industry leaders and researchers which reflect the fast-changing landscape.Ĭustomer experience and delivering high levels of customer satisfaction is now the top priority for all forward-thinking businesses.Ĭustomers are no longer basing their loyalty on brands, products and prices.
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