Customer Service Statistics - Fenero - ContactCenterWorld.com Blog
Some useful customer service statistics to remember and to share with your team.
56% of customers reported having to re-explain their issue at least once over the course of the service interaction.
(CEB Effortless Experience)
85% of VPs of Sales surveyed said that the lack of a single customer view led to business problems.
62% of customers had to contact the company multiple times to resolve their issue. (CEB Effortless Experience)
54% of agents must use multiple sources to answer questions correctly.
33% of companies analyze customer insight across organizational boundaries. (Experian Marketing Services, 2012)
82% of customers said that better customer service could have stopped them from switching to another brand. (Forrester 2014)
70% of buying experiences are based on how the customer feels they are being treated. (McKinsey)
82% of consumers say the number one factor that leads to a great customer service experience is having their issues resolved quickly.
Reducing your customer defection rate by 5% can increase your profitability by 25 to 125%.
(Leading on the Edge of Chaos, Emmet Murphy & Mark Murphy)
62% of organizations view customer experience provided through contact centers as a competitive differentiator. (Deloitte: Contact Center Survey)
51% of companies increased the staffing of their centralized customer experience team in 2014.
By 2020, customer experience will overtake price and product as the key brand differentiator.
(Customers 2020 Report)
70% of customers will do business with you again if you resolve their complaints.
Only 14% of respondents in a 2014 survey of CMOs rated the customer-centricity of their organization as high; and only 11% believe their customers would say the same.
(2014 CMO Council Customer Engagement Report)
65% of 1,000 consumers surveyed said they’ve cut ties with a brand over a single poor customer service experience.( 2014 Parature State of Multichannel Customer Service Report)
92% of companies surveyed reported a decline in customer satisfaction; consumers were most disappointed by inconsistent service. (Salesforce.com)
The probability of selling to an existing customer is 60-70% while it falls to just 5-20% for new prospects.
Commerce spending for repeat customers is on average 105% higher than for new customers. (McKinsey)
60M hours a year are wasted on hold with call centers. (Fonolo)
Publish Date: May 9, 2015 5:00 AM
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