Customer Service

200+ Research-Based Customer Service Statistics [2021]

Beata Stefanowicz · Updated
Customer service stats cover image

Many articles claim to have “bullet-proof customer service statistics” but don’t provide any research reference to back it up.

We do.

We’ve looked at dozens of websites, reports, surveys, and research papers to compile a comprehensive list of stats on all aspects of customer service.

Plus, to save your time, we’ve grouped them into easy-to-navigate categories so you can quickly find exactly what you need.

Without further ado—

Explore statistics on:

  1. Customers’ expectations
  2. Good customer service
  3. Bad customer service
  4. Communication with customers
  5. Service channels
  6. Consumer behavior
  7. Customer feedback
  8. Companies’ strategies
  9. Customer service representatives
  10. Other

Customers’ expectations

When customers choose to do business with a brand, it’s only just the beginning. To retain the customer, a company needs to know their expectations and make sure to fulfill them. Check out these customer retention statistics:

  • 93% of customers today have higher expectations than ever before (Hubspot)
  • 54% expect a personalized discount within 24 hours after signing up for an account (Segment)
  • 64% of Baby Boomers expect customer support to have access to the status of their most recent order (Epsilon)
  • 76% expect customer service representatives to know their contact, product, and service information/history (Microsoft)
  • 76% expect consistent interactions across departments, yet 54% think sales, marketing, and customer service teams don’t share information (Salesforce)
  • 66% expect companies to understand their unique needs and expectations, yet 66% say companies usually treat them like numbers (Salesforce)
  • All industries fall short of customer expectations by 38% (Hyken)
  • Customer expectations for ease are increased from 11% in 2013 to 90% in 2020 (Walker)
  • For 1% of consumers, companies always meet their expectations for a good customer experience (Oracle)
  • When a customer had an issue, they expect (ASU):
    • An explanation of why the problem occurred (43% of customers)
    • Money-back (35% of customers)
    • Product repaired/fixed (31% of customers)

What’s important to customers?

Customers are essential for a business to stay afloat and grow. But what is important to the customers? Find out from these statistics on customer service essentials: 

  • 96% of customers say customer service is important in the choice of a brand or loyalty to it (Microsoft)
  • For 73% of customers, customer experience is an important factor in the purchasing decisions (PWC)
  • A positive experience with a brand is more influential than great advertising for 65% of U.S. customers (PWC)
  • For 48% of U.S. consumers, a friendly, welcoming service defines success in an industry (PWC)
  • 71% of customers say employees of the company have a significant impact on the experience (PWC)
  • 89% of customers say a quick response to the initial inquiry impacts the choice of the company (Zendesk)
  • For 71% of customers, the quality of customer experience is vital when deciding which company to purchase from (Salesforce)
  • The most important elements of a good customer experience are: speed, convenience, knowledgeable help, and friendly service for nearly 80% of American consumers (PWC)
  • For 80% of customers, the experience a company provides is as important as its products and services (Salesforce)

Suggested reading: 

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What do customers pay more for?

Customer service and convenience are the top picks for what customers are willing to pay more for. Here are the numbers:

  • 86% of consumers would pay more for a better customer experience (Oracle)
  • 63% of Gen Z would pay more for a good mobile experience (PWC)
  • Among those who make under $50,000 a year, 50% are willing to pay more for exceptional customer service, versus only 19% who are unwilling (Hyken)
  • Among those who make over $100,000 a year, 66% report they’re willing to pay more versus only 14.75% who are unwilling (Hyken)
  • Almost 70% of customers would pay more for a convenient experience (Hyken)
  • Over 90% (Hyken) of customers would pay extra for convenience in delivery, and more than 40% (PWC) of customers would pay extra for same-day delivery
  • Only 15% of all customers would pay more for engaging design and 12% for a great atmosphere (PWC)

Customer success

The success of a company depends on customer success. For more information on the customer success program and how to improve it, we have these customer satisfaction statistics:

  • 72% of organizations have a clearly defined customer success strategy (Regalix)
  • The most popular metrics used by marketers to measure Customer Success are (Regalix): 
    • Renewals for 68% of marketers
    • The customer churn rate for 55 % of marketers
    • Customer health score for 42% of marketers
  • Customer referral rate (10% of marketers) and customer lifetime value (5% of marketers) are less popular metrics in measuring Customer Success
  • Marketers say that managing customer expectations (57% of marketers) and measuring customer satisfaction (52% of marketers) are the biggest challenges Customer Success programs face (Regalix)
  • 67% of marketers say that companies seek predictive analytics technology in Customer Success programs the most (Regalix)
  • 87% of companies believe the Customer Success programs helped customers in adopting the products and services (Regalix)
  • 82% of marketers run regular updates with clients as part of their Customer Success program (Regalix)
  • Friendly, welcoming service defines success in an industry for 48% of U.S. consumers (PWC)
  • Consumers say that companies can better engage with consumers by (Oracle):
    • 54% of consumers say improving the overall customer experience
    • 52% of consumers say making it easy to ask questions and access information before making a purchase 
    • 36% of consumers say improving website usability

Good customer service

What makes good customer service? These customer experience statistics show what goals to implement into your strategy and what to focus on:

  • The most important aspects of good customers service (Microsoft):
    • A friendly & knowledgeable representative (for 30% of customers)
    • Getting my issue resolved in a single interaction (for 28% of customers)
    • Not repeating myself or being passed between agents (for 27% of customers)
  • 67% of customers say that customer service is getting better (Microsoft)
  • 62% of B2B customers purchased more after a good customer service experience (Zendesk)
  • For 69% of customers, the speed at which their problem was resolved defines if customer service was good (Zendesk)
  • Good customer service changes buying behavior for 87% of customers and increases the long-term revenue a company receives from them (Zendesk)
  • 91% of customers are more likely to make a repeat purchase after a positive experience (Salesforce)
  • The top 3 industries for the best service are (Hyken):
    • hospitality service
    • financial service
    • food service
  • Top factors influencing good customer service (Hyken):
    • being treated like a valued customer (for 65.2% of consumers) 
    • agents with strong knowledge or expertise (for 55.3% of consumers) 
    • a fast response time (for 53.5% of consumers) 
  • 49% of U.S. consumers say companies provide a good customer experience (PWC)
  • Complainant satisfaction increases when companies add non-monetary remedies to monetary relief—43% were satisfied when a company only used financial remedies, 60% were satisfied when both financial and non-monetary remedies were used (ASU)
  • Customers have a more favorable view of brands which:
    • Offer proactive customer service (68% of customers) 
    • Respond to customer service questions and complaints on social media (55% of customers)
    • Offer a mobile-responsive customer service support portal (65% of customers) (Microsoft)

Customer onboarding

Welcome and teach the customers about your product to integrate it into their daily lives and stay with you. Seems pretty obvious, doesn’t it? Find out how many companies do it right from these onboarding statistics:

  • 78% of companies use live demos for customer onboarding (Regalix) 
  • Over 90% of customers think companies could do a better onboarding of new users/customers (Wyzowl)
  • 88% of customers would be more likely to stay loyal to a company that has onboarding content that welcomes and educates them on the product (Wyzowl)
  • 8 in 10 users deleted an app because they didn’t know how to use it (Wyzowl)
  • 55% of people returned a product because they didn’t understand how to use it (Wyzowl)
  • Onboarding is an important consideration in buying decisions for 63% of customers (Wyzowl)
  • 69% of people think that companies could improve onboarding by implementing more videos (Wyzowl)
  • A video is a favorite onboarding method for 65% of customers (Wyzowl)
  • A video is an effective tool for customer onboarding for 97% of customers (Wyzowl)

Bad customer service

Avoid bad customer service at all costs. It will cost you money, reputation, and, most importantly, customers. Discover what companies should avoid doing by looking through these customer statistics:

  • 96% of customers leave a brand because of bad customer service (Hyken)
  • 32% of customers would stop buying from a brand they loved after one bad experience (PWC)
  • 60% of customers would stop buying from a brand if they received an unfriendly service (PWC)
  • 58% (Microsoft) of customers and 66% (Zendesk) of B2B customers stop buying from a brand because of a poor customer service experience 
  • 79% of high-income households avoid brands for at least two years after a bad experience (Zendesk)
  • Explaining a problem to multiple people makes customer service interaction bad for 72% of customers (Zendesk)
  • Factors influencing poor customer service (Hyken):
    • 48.5% of customers say rude representative influences poor customer service
    • 42.1% of consumers say not being treated like valued customers influences whether a company has bad customer service
    • 41.7% of customers say lack of knowledge from the representative influences their bad customer service experience
  • 46% of all customers stop doing business with a brand if the employees are not knowledgeable (PWC)

Customers’ frustrations

What do the customers get most annoyed by? These consumer statistics present what customer frustrations are: 

  • The most frustrating aspects of poor customer service are (Microsoft):
    • Automated Telephone System or not being able to reach a person (30% of customers)
    • Unknowledgable or unhelpful representative (29% of consumers)
    • Having to repeat the information multiple times (21% of customers)
  • Customers are frustrated when (Segment):
    • The shopping experience doesn’t change after negative feedback (81% of consumers)
    • The company gets the name wrong in brand communication (76% of consumers)
    • The online shopping cart doesn’t connect to a mobile app (66% of consumers)
  • Most common causes of customer service frustrations (Statista):
    • Lack of effectiveness for 27% of customers 
    • Lack of speed for 12% of customers 
    • Lack of accuracy for 10% of customers

Communication with customers

Companies need to communicate with customers through the right channels and at the right frequency. What else is important to know about brand communication? Find out with these customer service statistics:

  • Among the customers of businesses that communicate using the right frequency and channels (twilio):
    • 42% visited the website
    • 34% made a purchase (40% of Millennials purchased a product as a result of being communicated within their preferred way)
    • 31% had a higher opinion of the company
    • 17% recommended the business
    • 15% posted a positive review
  • 70% of consumers have penalized a business for using the wrong frequency and channel. From those (twilio):
    • 41% of customers unsubscribed
    • 30% of consumers had a lower opinion of the company
    • 19% of shoppers stopped doing business with the company
  • 83% of consumers prefer to use email for communication with a business, but the text is preferred 2.5x more than email for urgent communications (twilio)
  • Most people want to immediately receive communications about a change of their plan (63%), delivery notifications (56%), and appointment reminders/confirmations (54%) (twilio)
  • Important when a business communicates with a customer are (twilio):
    • For 54% of consumers to easily opt-out of receiving messages
    • For 52% of customers to choose the ways they receive communication
    • For 49% of consumers to only receive messages when they’ve opted in
  • 94% of consumers are annoyed by communication from businesses (twilio)
  • 41% of customers don’t remember opting-in (twilio)
  • 7 in 10 consumers prefer receiving messages about promotions is once a week or more (twilio)
  • Customers prefer to be contacted by a business in the afternoon (39% of customers) and in the morning (32% of customers) (twilio)
  • 50% of consumers give a brand a week to respond to their inquiry before they stop doing business with the company (Oracle)

Interactions with customers

Most consumers don’t feel that customer service reps understand their needs. More on interactions between a company and a customer with these statistics on customer service:

  • 64% of U.S. consumers and 59% of all consumers think companies don’t understand the human element of customer experience anymore (PWC)
  • Even after technology advances, 55% of customers think we will still need people for a great customer experience (PWC)
  • 75% (PWC) want to interact with a human more as technology improves, and 70% (Epsilon) prefer to interact with a human agent in general
  • Only 38% of U.S. consumers and 46% of consumers outside the U.S. state that customer service employees understand customer’s needs for (PWC)
  • Since 2018 customer service interactions in-person fell by 16% (from 89% to 75%), video support increased by 42% (from 32% to 46%) and online chat/live support increased by 35% (from 50% to 67%) (Salesforce)
  • 79% of service representatives need to have a view of previous customer interactions to provide great service (Salesforce)
  • 77% of customers were satisfied with their last interaction with a company (Hyken)
  • 52% of customers begin their interaction with a brand or organization online (Microsoft)
  • 43% of customers begin the communication with a company over the phone (Microsoft)
  • 67% of customers use a computer to start a customer service interaction (Microsoft)

Automation of the communication with customers

What activities do companies automate? And what do customers think about automated experiences? These automation and live chat statistics will give you a better understanding of increasingly automated customer service:

  • Chatbots are effective in resolving the issue for 87% of customers (Microsoft)
  • 67% of organizations use chatbots (Salesforce)
  • Activities that are mostly automated by companies (Salesforce):
    • 67% of basic information gathering 
    • 65% of obtaining customer feedback 
    • 63% of case classification
  • Automating routine tasks allows 77% of agents to focus on more complex work (Salesforce)
  • Only 3% of U.S. consumers want their experiences to be as automated as possible (PWC)
  • 85% of large support teams aren’t using AI (Epsilon)
  • Only 47% of executives say they understand clearly how robotics and AI will improve customer experience (PWC)

Service channels

Customers use a variety of channels when looking for assistance. Hardly anyone will use less than three channels in their search for answers. Find out more on it from these customer service statistics:

  • 98% of customers use FAQ, help center, or other self-service online resources (Zendesk)
  • 85% of customers have never used video chat. From those who did, 89% say that video chat was helpful (Microsoft)
  • 81% of customers have never used co-browse. From those who did, 92% say that co-browse was useful (Microsoft)
  • 74% of customers use multiple channels to complete a transaction (Salesforce)
  • The easiest way of communication for customers under the age of 40 is texting (66.9%). For 65.7% of customers over the age of 40, the easiest way of communication is telephone & email. (Hyken)
  • Most customers prefer email (88%) and phone (80%) as engagement channels (Regalix)
  • Social media (12% of customers) and website (10% of customers) are the least-preferred customer engagement channels (Regalix)
  • Companies prefer using email (88% of companies) and phone (80% of companies) for communicating with existing customers (Regalix)
  • Email, live chat, and ticket management are effective tools for customer service for 90% of companies (Hubspot)
  • Agent console or computers are used for handling most (54%) customer calls (Salesforce)

Self-service

Most consumers expect a brand to have an online self-service portal. The statistics below illustrate all you need to know about self-service:

  • 74% have used a self-service portal for customer service (Microsoft)
  • 79% have found a response they were looking for in a self-service portal for customer service (Microsoft)
  • 64% use self-service before engaging with an agent (Microsoft)
  • 65% of customers prefer self-service for simple matters (Salesforce)
  • 90% expect a brand or organization to have an online self-service support portal (Microsoft)

Social media customer service statistics

Social media is growing in size every year. These social media customer service statistics unveil customer behavior online: 

  • 63% of customers don’t praise a brand or its customer service on social media (Microsoft)
  • 69% of customers don’t use social media to complain about a brand (Microsoft)
  • 66% of customers don’t use social media to ask a customer service question (Microsoft)
  • Social media is not an effective channel for customer service for 53% of customers (Microsoft) 
  • 85% of companies respond to questions asked on social media (Microsoft)
  • It’s convenient to contact customer service on social media for 67% of customers (Zendesk)
  • 48% of customers give companies 24 hours or less to respond to a social media question or complaint (Microsoft)

Where else do people search for information?

If you don’t give your customers all the information they need, they’ll search somewhere else for them. Look at these customer statistics to discover where do consumers search for answers outside the brand’s website:

  • 75% of customers use a search engine to find a response to a customer service question (Microsoft)
  • 98% of customers search for the answer on the company’s FAQs and help center before they contact customer service directly (Zendesk)
  • Customers use videos to understand how to use a new app (74%) and how to use a physical product (91%) (Wyzowl)

Consumer behavior

What are the most important facts you need to know about the customers? Find out by going through these consumer statistics:

  • 59% of customer service agents say customers have higher expectations now than before (Epsilon)
  • 65% of households experience customer service difficulties in 2020 (an increase from 56% in 2017) (ASU)
  • 84% of customers are more likely to buy from sales reps that understand their goals (Salesforce)
  • 34% of consumers stop buying from a brand because the quality of the product or service went down (Morning Consult)
  • 48% of customers generally trust companies (Salesforce)
  • The experiences with one industry influence the expectations for others for 62% of customers (Salesforce)
  • 89% of consumers began doing business with a competitor following a poor customer experience (Oracle)
  • Consumers want (Oracle):
    • Friendly customer service representatives (73% of customers) 
    • The ability to easily find the information they need (55% of customers) 
    • Personalized experiences (36% of customers)
  • Receiving a discount within an hour of interaction with a brand drives loyalty for 63% of customers (Segment)
  • Reliability and durability drive loyalty for 92% of customers (Morning Consult)

Check out these articles to find out how to increase customer loyalty and what customer retention is.

Personalization

Everyone is unique and wants to be treated that way. No wonder personalization is appealing to the majority of customers. Discover everything you need to know about personalization with these customer satisfaction statistics:

  • 71% of customers are frustrated by the impersonal shopping experience (Segment)
  • 44% of customers will likely become repeat buyers after a personalized shopping experience (Segment)
  • After receiving a personalized recommendation from a brand, 49% of customers purchased a product they didn’t initially intend to buy (Segment)
  • Personalization is appealing to 90% of customers (Epsilon)
  • 52% of customers expect offers always to be personalized (up from 49% in 2019) (Salesforce)
  • Customer expectations for a customized experience increased from 4% in 2013 to 88% in 2020 (Walker)

Impulse buyers

Who is more likely to buy products on an impulse? These customer statistics will give you a glimpse of impulse buyers:

  • 15% more men make impulse purchases than women (Segment)
  • 85% of impulse buyers were happy with their purchase, and only 5% returned the items (Segment) 
  • 63% of Millennials are likely to make impulse purchases compared to 28% of Gen Z, and 27% of Boomers (Segment)

Personal information

Most customers don’t want to share their personal data with a company unless they trust it or value its service greatly. Consumer statistics on personal information below show you more on that: 

  • How much a customer trusts a company determines how much they’re willing to share personal information is true for 88% of U.S. consumers (PWC)
  • 63% of customers would be more willing to share their data for a service they truly value (PWC)
  • Only 27% of customers completely understand how companies use their personal information, and 86% want more transparency (Salesforce)
  • 61% of customers feel like they’ve lost control over how their personal information is used (Salesforce)
  • 43% of U.S. consumers say they would not give companies permission to collect their personal data (PWC)

Feedback

Customers want to give feedback to companies after interacting with them. Find out more about customer feedback with these customer experience statistics:

  • 89% of customers want to have the opportunity to give feedback (Microsoft)
  • 77% of clients have a more favorable view of brands that ask for and accept customer feedback (Microsoft)
  • 53% of customers don’t believe companies take action on feedback (Microsoft)
  • 58% felt like their complaint was ignored (ASU)
  • 30% of companies respond to customer feedback (Hyken)
  • Companies ignored 79% of complaints about poor customer experience online (Oracle)
  • 46% of customers were pleased, and 22% left a positive comment after an organization responded to a customer’s negative comment (Oracle)
  • 59% of companies provide surveys for customers to get their feedback (Hubspot)

Online reviews

To decide what brand to go with, most consumers first go online and check out the reviews. We also like to share with others the good and bad experiences we had with a company. Check out these customer experience statistics to find out more:

  • Online customer service review influenced 88% of customers when making a buying decision (Zendesk)
  • 95% of customers share with others a bad experience (95%), and 87% good experience (Zendesk)
  • 58% of customers are more likely to tell others about customer service experiences now than five years ago (Zendesk)
  • 48% of customers check reviews on social media when deciding on a product purchase (ASU)
  • 67% of customers recommend products or services to others after a good customer experience (Zendesk)
  • 73% of consumers only pay attention to reviews written in the last month (Brightlocal)
  • 20% of customers expect a response within a day after writing a review (Brightlocal)

Companies’ strategies

What are the top business objectives? What investments in customer service do companies make? Answers to these questions and more are below with these customer service stats:

  • Companies using APIs (Application Programming Interface) are 21% faster in solving customer’s problems (Epsilon)
  • Customers of companies using APIs spend 35% less time waiting for responses (Epsilon)
  • Big companies are twice as likely to offer customer service training (42% compared to 21% for smaller companies) (Epsilon)
  • Top 3 business objectives (Regalix):
    • 66% of companies say reduce churn
    • 65% of companies say increase product usage
    • 57% of companies say increase renewals
  • 61% of companies don’t reward customers for referrals (Regalix)
  • 79% of companies invest in training of their support agents (Salesforce)
  • 88% of customers think companies should hire people who reflect the community (Salesforce)
  • 80% of managers say field service drives significant revenue (Salesforce)
  • 75% of mobile workers say field operations connect to core service at their organization (Salesforce)
  • 31% of companies consider customer service an expense, not an opportunity for growth (Hubspot)
  • To help the customer service team, companies use (Hubspot):
    • Help desk system (42% of companies)
    • Knowledge Base/ FAQ (40% of companies)
    • Shared email alias (37% of companies)

Customer-centric approach

95% of companies claim to be customer-focused, but how many of them tailor their services to customer’s needs? These customer service stats show what companies do to stay focused on their clients:

  • 50% of companies tailor their products and services to the needs of customers (Hyken)
  • 30% of companies focus on delivering exceptional customer experience (Hyken)
  • 89% of successful businesses say predicting customer needs and assisting the customer journey are critical to growth (Google)
  • Companies leading in customer service experience growth in revenue by 17%, while those lacking in customer service experience growth in revenue by only 3% (Forrester)
  • 89% of companies expect to start mainly competing based on customer experience (Gartner)
  • Companies state that developing a customer-centric culture (46%) and simplifying products & processes (45%) are the best strategies to meet the needs of the customers (Walker)

Local businesses

Most consumers search for local businesses online and leave reviews after their visit. Consumer statistics on local businesses below will tell you more:

  • 93% of consumers use the internet to find a local business, with 34% searching every day (Brightlocal)
  • 87% of consumers read online reviews for local businesses (Brightlocal)
  • 72% of US consumers write reviews for local businesses (Brightlocal)

Tracking & measuring of customer service

Tracking your results enables you to catch errors and quickly react to improve. But do companies use their customer service metrics or go with the flow? Check out these customer service stats:

  • 57% of companies don’t track the customer lifetime value (Regalix)
  • Companies track:
    • Customer satisfaction (87% of companies) (Salesforce)
    • Customer reviews on social media (63% of companies) (Regalix)
    • Customer Net Promoter score (23% of companies) (Hubspot)
  • In 2020 (Salesforce)
    • 80% of companies tracked revenue (up from 51% in 2018)
    • 79% tracked customer retention (up from 57% in 2018)
    • 56% tracked deflection (up from 36% in 2018)
  • 5 most important service key performance indicators (Salesforce):
    • Customer satisfaction
    • Revenue
    • Customer retention
    • Customer effort
    • SLA performance

Customer service representatives

What do customer service representatives value, and what are their priorities? What’s important to know about service representatives is presented with these customer service stats:

  • 97% of representatives who see their companies as cool also see them as transparent, yet only 64% of those who see their companies as transparent also see them as cool (Bi WorldWide)
  • 80% of customer service representatives value their organization’s mission, and 88% agree their job is important (Bi WorldWide)
  • Speed and quality are equally important for 68% of service representatives (Salesforce)
  • 77% of companies view service agents as customer advocates (Salesforce)
  • According to 89% of service representatives, the phone will always be used for customer service, with 76% of service professionals preferring the phone for complex cases (Salesforce)
  • 68% of agents feel more satisfied when helping customers with complex issues (Epsilon)
  • 3 most important skills for service and support staff (Salesforce) are communication, listening skills, and product knowledge.
  • Only 10% of service employees want to leave service jobs within the next 5 years (Hubspot)
  • Service teams’ top priorities (Hubspot)
    • Creating a great customer experience (48% of representatives)
    • Retaining customers (45% of representatives)
    • Customer success (41% of representatives)
    • Customer engagement (40% of representatives)
    • Cost reduction (35% of representatives)

Happy vs. unhappy employees

Happy employees often mean happy customers. When your employees are happy at work, they put in extra effort and work harder. This has a positive effect on how consumers look at your brand and the service they receive. These statistics show why employee happiness is important for a business:

  • 75% of service employees are happy with their current job (Bi WorldWide)
  • 90% happy employees agree they feel an obligation to work as hard as they can for the organization (Bi WorldWide)
  • 93%% of happy service employees are willing to put in extra work to provide superior service for the customers. Among unhappy employees, the figure drops to 69% (Bi WorldWide)
  • Among those who are unhappy at work, 54% plan to leave in the next 12 months, and only 23% among those who are happy at their current service job (Bi WorldWide)
  • 91% of employees whose managers understand them are happy with their current jobs, and those who are happy are 9 times more likely to be performing with greater intensity. They are also 13 times more likely to recommend their organization as a great place to work and 8 times more likely to say working there brings out their best ideas (Bi WorldWide)
  • Employees working at cool organizations are 15 times more likely to be happy with their current jobs (Bi WorldWide)

Employee performance

The performance of customer service employees depends on several factors. Find out more about employee performance with these statistics on customer service:

  • 88% of high performers have clear guidelines on how flexible they can be with customers compared to 46% of underperformers (Salesforce)
  • 86% of high performers feel encouraged by management to be flexible with customers compared to 40% of underperformers (Salesforce)
  • 83% of high performers received training on how to be empathetic with customers compared to 44% of underperformers (Salesforce)
  • 55% of service agents need better training (Salesforce)
  • 57% of customers think sales reps often lack sufficient knowledge of the business (Salesforce)

Other

From proactive customer service to customer retention rates, and other important data. Discover it all with these customer service statistics: 

  • 67% of customer service teams proactively reach out to customers (Epsilon)
  • Gen Z (49%) and Millennials (59%) are more likely to try out new products (Morning Consult)
  • 5% increase in customer retention produces more than 25% increase in profit (Bain & Company)
  • The average repeat customer spends 67% more in months 31-36 of their shopping relationship than the first time buyer (Bain & Company)
  • 30% of customers leave sites because they can’t find what they are looking for and abandon shopping baskets (Bain & Company)
  • 80% of companies believe they provide superior service, yet only 8% of companies have customers who agree (Hyken)
  • Customer service/support (49% of CX professionals), market research (37% of CX professionals), and marketing (35% of CX professionals) are the most effective areas at taking actions related to customer service (Walker)
  • Price is one of the top 3 factors for choosing a product for 47% of customers, and it is the most important factor for 18% of them (Google) 
  • Employees have a significant impact on the customer experience for 71% of customers (PWC)
  • 88% of service teams share common goals and metrics with sales teams (Salesforce)

Pandemic changed customer service

The pandemic changed the lives and realities of millions of people. It also changed customer service in more than a few ways. These consumer statistics will tell you more on that subject:

  • 88% of customers expect companies to speed up digital initiatives due to Covid-19 (Salesforce)
  • 69% of customers think companies should provide new ways of purchasing their product because of the pandemic, as well as offer new products and services (54%) (Salesforce)
  • Pandemic has raised the standards for customer service for 58% of customers (Salesforce)
  • According to 78% of service professionals, customers use self-service more during the pandemic (Salesforce)
  • 54% of companies had a higher volume of tickets during the pandemic (Salesforce)
  • 88% of companies changed policies for more flexibility to customers during the pandemic (Salesforce)
  • According to CX professionals, the pandemic has changed (Salesforce):
    • workflow and processes (84% of CX professionals) 
    • technology needs (81% of CX professionals)
    • how companies engage customers (73% of CX professionals)
  • 81% of service professionals agree that customers became more anxious during the pandemic. 75% say customers became more demanding and present more complex cases (Salesforce)

This is it! We hope the statistics we’ve compiled here will come in handy. Keep visiting us regularly as we’ll be updating them to keep up with the trends.

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Beata Stefanowicz

Content Writer at Tidio with a love for the written word. She scouts around for digital trends and ways to help small and medium businesses grow.

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