After more than one bad experience, around 76% of consumers say they would rather do business with a competitor. Roughly 61% of customers say they would switch to a new brand after one bad experience. ( HubSpot Research) The Cost of Poor Customer Serviceġ0.
93% of customers are likely to make repeat purchases with companies that offer excellent customer service. 94% of consumers who give a company a “very good” CX rating are likely to recommend that company. A good customer service experience heavily impacts recommendations. 64% of business leaders say that customer service has a positive impact on their company’s growth. If the company’s customer service is excellent, 78% of consumers will do business with a company again after a mistake. ( Salesforce Research) The Power of Great Customer ServiceĦ. 63% of consumers expect businesses to know their unique needs and expectations, while 76% of B2B buyers expect the same thing. 89% of consumers are more likely to make another purchase after a positive customer service experience. 58% of American consumers will switch companies because of poor customer service. Investing in new customers is between 5 and 25 times more expensive than retaining existing ones. 90% of Americans use customer service as a factor in deciding whether or not to do business with a company. 40 Customer Service Stats to Know The Importance of High-Quality Customer Serviceġ.
X MIRAGE CUSTOMER SERVICE DOWNLOAD
Download our free report to learn how service teams across the globe deliver on core metrics. HubSpot surveyed 1,400 customer service leaders to find out what challenges they’re facing, their goals and how they use technology to deliver excellent customer service. Consider the following customer service statistics to help you brainstorm new strategies for strengthening your service team. There are many ways to make your brand more customer-focused. Customers would rather invest in a brand that focuses on their needs and constantly provides value beyond the initial purchase. While customers still care about the price and quality of products, a new factor in choosing between competing brands is customer service.
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