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 Experience and Customer Expectations

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

80% of consumers indicated they are more likely to do business with a company if it offers personalized experiences. (Source: Epsilon Data Management, 2018)

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

Experiences that would make customers take their business elsewhere include unfriendly service (60%) and employees’ lack of knowledge (46%). (Source: PwC, 2018)

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)

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

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)

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)

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)

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)

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

Consumers who believe personalized experiences are very appealing are 10x more likely to be a brand’s most valuable customer – those expected to make more than 15 transactions in one year. (Source: Epsilon Data Management, 2018)

More than half of Americans have scrapped a planned purchase or transaction because of bad service. (Source: American Express, 2017)

33% of Americans say they’ll consider switching companies after just a single instance of poor service. (Source: American Express, 2017)

For companies that provide an excellent customer experience, customers are:

  • 86% more likely to repurchase from the company
  • 77% more likely to recommend the company to others
  • 79% more likely to trust the company
  • 62% more likely to forgive the company

(Source: Temkin Group, 2017)

58% of customers will go out of their way to buy a product or service from a company they know will offer excellent customer service. (Source: Northridge Group, 2017)

Customers that continue to support your brand over time will spend 67% more than new customers. (Source: Edelman, 2018)

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

Compared to disengaged employees, highly engaged employees are 5.3x more likely to make a recommendation about an improvement and 4.7x more likely to do something good for the company even if it is not expected of them. (Source: Temkin Group, 2017)

The top two departments left off the CX team that marketers felt would add value: Operations (49%) and finance (40%). (Source: Verndale, 2018)

Contact Centers / Call Centers

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

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

74% of consumers said they are more loyal to a business that provides them with the option to speak to a human, than those that only support customer service through digital or self-service channels (Source: Calabrio, 2018)

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

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)

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)

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

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)

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

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)

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)

43% of consumers would think about taking their business to a competitor if they were not given the option to speak with a human (Source: Calabrio, 2018)

Social Media, Mobile and Technology

Organizations see machine learning as a key factor in helping them process huge amounts of customer data (49%), provide real-time analysis (49%) and build more accurate pricing models (49%). (Source: Verndale, 2018)

 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)

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

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

Social media customer service is almost 63% cheaper than phone support and social care agents are 167% more efficient than voice agents. (Source: Forrester, 2017)

70% of app users preferred added functionality over “look and feel” of the app, and 61% of customers said they were more likely to buy from companies delivering custom content. (Source: McKinsey, 2017)

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)