Insight directly from Brad on customer experience, employee engagement, contact center management and customer service leadership.

Customer Service Matters – Some Stats to Support Your Efforts

Customer service matters. It matters to customers and more and more statistics are showing just how much. Below are a few statistics that may help you make the case to others.

  • 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)
  • 74% of customers use three or more channels for customer service related issues. (Source: ICMI)
  • 80% of customers who switched companies due to poor service feel the company could have done something to retain them. (Source: Accenture, 2015)
  • By 2020, customer experience will overtake price and product as the key brand differentiator. (Source: Walker)

Read more about the impact of customer service in The Edge of Service® Newsletter, Issue 27: Managing Customer Feedback – as It Happens.

Find more customer service statistics here.