This compilation of customer experience and contact center statistics summarizes important research for customer service professionals. Brad’s Blog includes insight on how this data may impact your operation.

Customer Expectations and Behavior

68% of 18 – 34-year-old consumers have higher expectations for customer service today than they had just one year ago, compared to 56% across all age groups and 47% of consumers ages 55+). (Source: Microsoft, 2016)

47% of customers would take their business to a competitor within one day of experiencing poor customer service, and 79% would do the same within a week. (Source: 24/7, 2016)

The estimated cost of customers switching due to poor service is $1.6 trillion. (Source: Accenture, 2015)

80% of customers who switched companies due to poor service feel the company could have done something to retain them. (Source: Accenture, 2015)

Millennials are substantially more likely than Boomers to reuse a product or service after a problem is resolved. (Source: JD Power, 2016)

89% of marketing heads predict that customer experience will be the primary basis for competitive differentiation by 2017. (Source: Gartner, 2014)

By 2017, more than half of consumer product and service R&D investments will be redirected to customer experience innovations. (Source: Gartner, 2014)

By 2020, customer experience will overtake price and product as the key brand differentiator. (Source: Walker, 2014)

Seven Year Stock Price Change:
S&P 500 Index: +51.5%
Customer experience leaders: +77.7%
Customer experience laggards: -2.5%
(Source: Watermark Consulting, 2015)

65% of consumers would cut ties with a brand over a single poor customer service experience. (Source: Parature, 2014)

74% of customers use three or more channels for customer service related issues. (Source: ICMI, 2014)

82% of consumers say the number one factor that leads to a great customer service experience is having their issues resolved quickly. (Source: ICMI)

Fully engaged customers represent a 23% premium in terms of share of wallet, profitability, revenue, and relationship growth compared to the average customer. (Source: Gallup, 2014)

A 2015 survey of nearly 5,000 U.S. consumers found that, of all available customer service channels, these were the percentages most used in the previous 12 months:

  • 76% FAQs
  • 73% Phone
  • 68% Email
  • 58% Live Chat
  • 50% Online forums
  • 43% Online “virtual agent”
  • 37% Twitter

(Source: Forrester, 2015)

Once a customer has what he or she considers a major customer experience failure:

  • 64% will stop recommending the company, start looking for an alternative brand or actively disparage the company via word of mouth, social media or other online channels.
  • 90% will spend the same or less with the company in the following year. The 10% who spend more say they have no choice, being locked into a contract or having no other alternative.
  • Of the customers that stop doing business with a company after a customer experience failure, there is only a 20% chance of winning them back.

(Source: SDL, 2015)

59% of 25-34 year olds share poor customer experiences online. (Source: NewVoiceMedia, 2014)

After a positive customer experience:

  • 69% would recommend the company to others
  • 50% would use the business more frequently

After a negative customer experience:

  • 58% will never use the company again
  • 49% will tell friends not to use the business
  • 34% will take revenge by posting a review online or sharing a poor experience on social media

(Source: NewVoiceMedia, 2014)

42% of consumers complaining via social media expect a 60-minute response time. 32% expect a response within 30 minutes. (Source: The Social Habit, 2014)

Consumers tell 21 friends on average about a bad service experience. (Source: American Express, 2014)

Only 55% of consumers who recall a customer experience failure also remember a success. (Source: SDL, 2015)

Contact Centers / Call Centers

37% of consumers who ended a business relationship did so because they were frustrated with the IVR. (Source: 24/7, 2016)

83% of executives agree that their service department plays a strategic role in the overall business. (Source: Salesforce, 2016)

Executives report that their service agents’ top frustration with using their current tools in the field is that current tools are not fast enough (45%) and they can’t access all of the information they need (38%). (Source: Salesforce, 2016)

86% of today’s call centers are multi-channel. (Source: ICMI, 2014)

Today, 48% of contact center agents support multiple channels, and 75% of contact center leaders plan on that number increasing. (Source: ICMI, 2015)

Just 24% of contact centers enjoy full collaboration on process design with their enterprise. (Source: Dimension Data, 2015)

When engaged customers connect with engaged employees, companies experience a 240% boost in performance-related business outcomes. (Source: Gallup, 2014)

Through 2018, the lack of in-line contextual knowledge or support in mobile applications will lower customer satisfaction by 5%, undermining the enterprise’s mobile strategy. (Source: Gartner, 2014)

By 2017, more than half of consumer product and service R&D investments will be redirected to customer experience innovations. (Source: Gartner, 2014)

73% of contact centers say the complexity of customer contacts is increasing. (Source: ICMI, 2015)

74% of organizations worldwide predict an increase in overall customer interactions. (Source: Dimension Data, 2015)

55 billion agent-assisted contacts are handled in U.S. contact centers, annually. (Source: ICMI, 2015)

One in every 25 jobs in the US is within the contact center industry. (Source: ICMI)

52% of contact centers don’t share customer intelligence outside of the contact center. (Source: Dimension Data, 2015)

35% of agents are multi-skilled across voice and non-voice engagement channels. (Source: Dimension Data, 2015)

37% of attrition occurs within first 6 months of service, with 15% of that occurring during training. (Source: Dimension Data, 2015)

44% of supervisors believe they don’t have enough time to coach. (Source: NICE, 2014)

40% of contact centers have no data analysis tools, despite analytics being voted the top factor to change the shape of the industry within the next 5 years. (Source: Dimension Data, 2015)

51% of US workers are not engaged while 17.5% are actively disengaged. (Source: Gallup, 2014)

Social Media, Mobile and Technology

47% of consumers ages 18 – 34 have used social media to complain about a brand’s customer service, compared to just 29% across all age groups and 12% of consumers ages 55+. (Source: Microsoft, 2016)

31% of the global population are active social media users. (Source: We Are Social, 2016)

65% of American adults used social networking sites in 2015, up from 7% in 2005. (Source: Pew Research Center, 2015)

Only 28% of contact centers have recruited a dedicated team of social media responders. (Source: Dimension Data, 2015)

Only 21% of all companies use social to glean insights to support customer interactions in other access channels. (Forrester, 2015)

Largest growth in access channel usage over the last year:

  • Mobile – 18.9%
  • Chat – 12.5%
  • Social Media – 9%
  • Video – 7%
  • SMS – 6.4%

(Source: ICMI, 2015)

The global unified communication market (On Premise, Cloud-Based/Hosted) is expected to reach $75.81 billion by 2020. (Source: Grand View Research, Inc., 2014)

Only 26% of companies offer self-service tools for consumers via their mobile application. (Forrester, 2015)

69% of US consumers said that they expected to buy an in-home smart-home device (IoT device) within the next five years. (Source: Acquity Group, 2014)

Shipments of smart-home devices are expected to climb at an annual rate of 67 percent over the next five years, with 1.8 billion units shipping by 2019. (Source: BI Intelligence, 2015)

There will be 25 billion connected things (network or internet-enabled devices), three for every person on the planet, by the end of 2020. (Source: Gartner, 2014)

535 million consumers around the globe will make a purchase on their mobile devices this year; that figure will grow 28% to 686 million in 2015, increase 21% to 830 million in 2016, jump 16% to 961 million in 2017, and rise 13% to 1.09 billion in 2018. (Source: Goldman Sachs, 2014)

By 2016, 50% of all retail dollars spent in the US will be influenced digitally. (Source: IBM, 2014)

By the end of 2015, 42% of the global population will own a smartphone. (Source: Forrester, 2014)