14 Important Customer Service Stats


It can take a lot of time and energy to sift through all the customer service research that has been published. That’s why we decided to compile 14 important customer service stats to help you provide better support.


  • 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience. (American Express Survey)


  • 84% of consumers say that their expectations had not been exceeded in their last customer service interaction. (Harvard Business Review)


  • On average, loyal customers are worth up to 10 times as much as their first purchase. (White House Office of Consumer Affairs)


  • 88% of consumers are influenced by online customer service reviews when making buying decisions. (Zendesk)


  • It takes 12 positive experiences to make up for one unresolved negative experience. (Understanding Customers by Ruby Newell-Legner)


  • 72% of consumers blame their bad customer experience on having to explain their problem to multiple people. (Zendesk)


  • It is 6-7 times more expensive to acquire a new customer than it is to keep a current one. (White House Office of Consumer Affairs)


  • 3 in 5 Americans (59%) would try a new brand or company for a better service experience. (American Express Survey)


  • 80% of Americans agree that smaller businesses place a greater emphasis on customer service than large companies. (American Express Survey)


  • Resolve a complaint in the customer’s favor and they will do business with you again 70% of the time. (Lee Resources)


  • 63% of companies expect to spend more on their customer experience. (Temkin)


  • 75% of consumers think calling is the most effective way of getting a quick response. (NewVoice)


  • 46% of customers prefer to talk to customer service on the phone about complicated issues. (American Express Survey)


  • 71% of consumers say friendly customer service representatives can make them fall in love with a brand. (RightNow)


Is your business looking to amp up its customer experience? Call Nationwide Inbound at 866-698-4567 to learn more!


By: Rebecca Clausen

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