ultimate list of customer experience statistics

The Ultimate List Of Customer Experience Statistics

The Ultimate List Of Customer Experience Statistics. Some figures are drawn from previous years to illustrate trends and for obvious time lag with research. If you have any interesting sources of data please add them in the comments and I will then review and add them here.

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The Ultimate List Of Customer Experience Statistics

customer experience statistics

  • By 2020, customer experience will overtake price and product and the key differentiator between brands.
  • By 2018, six billion “things” (as in the Internet of Things) will have the ability to request support. – Gartner Predicts 2016: CRM Customer Service and Support
  • According to the Economist Intelligence Unit Creating a Seamless Customer Experience Report, 45% of consumers say a lack of interest in customer satisfaction is the biggest obstacle preventing companies from providing the ideal customer experience. Only 14% of consumers believe it’s inadequate technology.
  • By 2020, customer experience will overtake price and product as the key brand differentiator. (Walker Info)
  • According to Zendesk, 87% of customers think brands need to put more effort into providing a seamless experience.

Customer Experience Statistics – Financial Impact and/or ROI of Customer Experience

customer experience statistics financial

  • In 2017, 50% of product investment projects will be redirected to customer experience innovations. – Gartner
  • 1% improvement in first call response = $276,000 in annual operational savings for the average call center. – SQM Group
  • A study from NewVoiceMedia indicates that companies lose more than $62 billion due to poor customer service.
  • Engaging with customers equals 40% more revenue per person. (Bain and Company)
  • A 2% increase in customer retention has the same effect as decreasing costs by 10%. (Leading on the Edge of Chaos, Emmet Murphy and Mark Murphy)
  • One happy customer can equal as many as 9 referrals for your business. – American Express
  • Maximizing satisfaction with customer journeys has the potential not only to increase customer satisfaction by 20% but also to lift revenue by up to 15% while lowering the cost of serving customers by as much as 20%. – McKinsey
  • Customer experience leaders have more than a 16% advantage over competitors in willingness to buy, reluctance to switch brands, and likelihood to recommend. – Temkin Group
  • 74% of consumers have spent more due to good customer service. – American Express
  • Companies with a social care program experience a 7.5% year over year increase in customer retention, while those without only see a change of 2.9%. – Aberdeen
  • Satisfaction on customer journeys is 30% more predictive of overall customer satisfaction than measuring happiness for each individual interaction. – McKinsey
  • According to a Walker study86% of buyers would pay more for a better customer experience.
  • 65% of companies are able to successfully upsell or cross-sell to existing customers. But only 12% of companies are able to successfully upsell or cross-sell to new customers.
  • Repeat buyers spend 33% more than new ones, and just 20% of existing customers account for 80% of a company’s future profits – Invespcro.
  • When it comes to sales, the probability of selling to an existing happy customer is up to 14 times higher than the probability of selling to a new customer. (Marketing Metrics: The Definitive Guide to Measuring Marketing Performance)

Customer Experience Statistics – Customer Service and The Customer Perspective

customer experience statistics service

  • Nearly 80% of contact centers say their current customer service systems won’t meet their future needs. (source Dimension Data)
  • Customer service interactions over Twitter have increased 250% in the last two years – Twitter.
  • 56% of global consumers say they have higher expectations for customer service now than they had just one year ago – Microsoft.
  • 79% of surveyed global contact centers say they have no big picture view of a customers’ interactions across service channels – Global Contact Centre Report.
  • 77% of people say that valuing their time is the most important thing a company can do to provide them with good service. – Forrester Research.
  • Phone / Voice is the Most Frustrating Customer Service Channel – Aspect Research
  • 76% of consumers say they view customer service as the true test of how much a company values them – Aspect Consumer Experience Survey.
  • 77% of US online adults say that valuing their time is the most important thing a company can do to provide them with good service. (Contact Centers Must Go Digital or Die, Forrester Research, 2015)
  • 45% of customers can’t remember having a recent successful customer experience. Most failures were related to disappointing customer service: 35% of the survey respondents experienced poor response times; 30% said the employee they contacted was poorly trained; 31% said the employee they spoke too wasn’t empowered to help; 29% of customers received inaccurate or conflicting information when they did talk to customer service representatives. (SDL 2015 The Global CX Wakeup Call Report)
  • In relation to the above, most customer experience successes are also dependent on customer service: 35% of consumers surveyed rated their experience a success because customer service was pleasant or helpful (35%); customer service was very knowledgeable or well-trained (27%) and customer service was empowered to help properly (24%). Only great product quality ranked equally high as these satisfying customer service experiences at 25%. (SDL 2015 The Global CX Wakeup Call Report)
  • 60% of UK consumers prefer a balance of price and service and will not accept low service levels in exchange for a lower priced product. (UKCSI Customer Satisfaction Index)
  • 97% of global consumers say that customer service is very important or somewhat important in their choice of and loyalty to a brand. (2015 Global State of Multichannel Customer Service Report)
  • 62% of global consumers have stopped doing business with a brand or organization due to a poor customer service experience. (2015 Global State of Multichannel Customer Service Report)
  • 60% of consumers have higher expectations for customer service now than they did just one year ago. (2015 Global State of Multichannel Customer Service Report)
  • 13. Nearly 80% of contact centers say their current customer service systems won’t meet their future needs. (Dimension Data 2015 Global Contact Centre Benchmarking Report)
  • 89% of customers get frustrated because they need to repeat their issues to multiple representatives – Accenture.
  • 87% of customers think brands need to put more effort into providing a consistent experience – Kampyle.
  • Customers who encounter positive social customer care experiences are nearly 3 times more likely to recommend a brand. – Harvard Business Review
  • 68% of customers say they’ve switched service providers because of poor customer service. – Accenture
  • 59% of 25 – 34-year-olds share poor customer experiences online. – New Voice Media
  • 83% of consumers require some degree of customer support while making an online purchase. – eConsultancy
  • 95% of dissatisfied customers tell others about their bad experience. – Zendesk
  • 76% of consumers say they view customer service as the true test of how much a company values them. – Aspect
  • Customers who encounter positive social customer care experiences are nearly 3 times more likely to recommend a brand. – Harvard Business Review
  • 60% of UK consumers prefer a balance of price and service and will not accept low service levels in exchange for a lower priced product. – UKCSI
  • 97% of global consumers say that customer service is very important or somewhat important in their choice of and loyalty to a brand. – Parature
  • 60% of consumers have higher expectations for customer service now than they did just one year ago. – Parature
  • When purchasing online, 71% of visitors expect help within five minutes. – LivePerson
  • In a poll of enterprise contact centers, 82% view the customer experience as a competitive differentiator, and view accuracy and quality of the information provided (82%), as well as ease of interaction (73%), as the most important attributes of a quality customer experience. – Deloitte
  • 50% of customers think it’s important to solve product or service issues themselves – Zendesk and 70% expect a company’s website to include a self-service application.

Customer Experience Statistics – Customer Loyalty

customer experience statistics loyalty

  • 54% of U.S. consumers have switched providers in the past year (Accenture)
  • 13% of customers are loyalists, who don’t shop around (McKinsey Research)
  • 29% of customers shop around, but ultimately repurchase from the same brand (McKinsey Research)
  • 58% of customers switch to a different brand (McKinsey Research)
  • 57% of consumers listed “having a negative review unaddressed while continuing to receive offers for similar products” as the top reason they would break up with a brand (Talend)
  • 53% of consumers listed a company falling victim to a data breach as a reason for breaking up with a brand (Talend)
  • 42% of consumers listed not providing live/real-time customer service support as a reason for breaking up with a brand (Talend)
  • 18% of U.S. consumers confirm that their expectations around brand loyalty have completely changed (Accenture)
  • 41% of U.S. consumers are loyal to brands that offer them the opportunity to personalize products to create something that is bespoke to them (Accenture)
  • 51% of U.S. consumers are loyal to brands that interact with them through their preferred channels of communication (Accenture)
  • 81% of U.S. consumers feel loyal to brands that are there when they need them, but otherwise, respect their time and leave them alone (Accenture)
  • 85% of U.S. consumers are loyal to brands that safeguard and protect the privacy of their personal information (Accenture)
  • 44% of U.S. consumers are loyal to brands that actively engage them to help design or co-create products or services (Accenture)
  • 41% of U.S. consumers are loyal to organizations that present them with new experiences, products or services (Accenture)
  • 33% of U.S. consumers are loyal to brands that engage them in “multi-sensory” experiences, using new technologies such as virtual reality or augmented reality (Accenture)
  • 23% of U.S. consumers are loyal to brands that partner with celebrities (Accenture)
  • 42% of U.S. consumers are loyal to brands that their family and friends do business with (Accenture)
  • 78% of consumers report they are retracting loyalty at a faster pace than three years ago (Accenture)
  • 37% of U.S. consumers show loyalty to brands that actively support shared causes, such as charities or public campaigns (Accenture)
  • 39% of U.S. consumers feel loyal to brands that connect them with other providers, giving them the ability to exchange loyalty points or rewards (Accenture)
  • 51% of U.S. consumers are loyal to brands that keep them on the cutting edge by consistently offering the latest products and services (Accenture)
  • 26% of U.S. consumers think brands should do everything possible to earn their loyalty (Accenture)
  • 55% of U.S. consumers express loyalty by recommending the brands and companies they love to family friends (Accenture)
  • 43% of U.S. consumers spend more with the brands and companies they are loyal to (Accenture)
  • 23% of U.S. consumers feel loyal to organisations that partner with social influencers (Accenture)
  • 89% of American consumers say they are loyal to brands that share their values (Wunderman)
  • 40% of consumers chose “satisfaction” to describe their experience with brands to which they are loyal (InMoment)
  • 24% of employers that have increased educational requirements for their workforce have seen a positive effect on customer loyalty (CareerBuilder)
  • 52% of Gen Z consumers will transfer loyalty from one brand to another if the brand’s quality is not up to par (IBM)

Customer Experience Statistics – The Experience Priority

customer experience statistics organisation

  • 96% of marketing executives say that data analysis is fundamental to improving the customer experience – Econsultancy.
  • 73% of companies with the most positive CX impact understand the link between customer experience and business results, only 35% of companies with the least positive CX impact claim the same. – Temkin Group
  • 90% of customer experience decision makers say that a good experience is critical to their success. – Forrester Research
  • 62% of companies view customer experience delivered by the contact centers as a competitive differentiator – Deloitte.
  • 72% of businesses say that improving customer experiences is their top priority – Forrester.
  • 50% of organisations will redirect their investments to customer experience innovations by 2018 – Gartner.
  • Companies with the strongest omnichannel customer engagement strategies retain an average of 89% of their customers, as compared to 33% for companies with weak omnichannel strategies – Aberdeen Group.
  • By 2020 the demand for omnichannel customer experience will be amplified by the need for near-perfect execution – PricewaterhouseCoopers.
  • $41 billion is lost by U.S. companies alone each year due to poor customer service. – NewVoiceMedia

Customer Experience Statistics – The Future

future customer experience statistics

  • In 2017, 89% of businesses will compete mainly on customer experience. – Gartner
  • By 2020 – 30% of web browsing sessions will be done without a screen – Gartner.
  • By 2020, 40% of commerce transactions will be enabled by cognitive/AI personal shoppers and conversational commerce solutions. – IDC
  • By 2020, more than 21 billion things will be connected in the combined consumer and business worlds. – Gartner
  • By 2020, the average person will have more conversations with bots than with their spouse. – Gartner
  • By 2020, 100 million consumers will shop in augmented reality. – Gartner
  • Nearly 80% of contact centers say their current customer service systems won’t meet their future needs. – Dimension Data
  • By 2020, annual revenues could exceed $450 billion for the IoT vendors – Bain.
  • The global middle class will expand dramatically: by 2020, there are expected to be more than 1 billion new consumers spending between $10 and $100 per day – McKinsey.
  • The IOT will be multi-trillion dollar market that, after the mobile internet and artificial intelligence, will be the most impactful technologies for the next decade – McKinsey .

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