16 Key Customer Experience Stats

featured image
  1. Australian businesses lose $720 per bad customer experience. (Ernst and Young)
  2. Only 31% of organisations recognize and reward employees across the company for improving the customer experience. (Forrester Research)
  3. 71% of social media users tend to buy from the brands they follow on these platforms (CMO)
  4. In the US, women outnumber men in use of all social media except LinkedIn – 19% versus 24%. (Finances online.com)
  5. Posts on Facebook are shared 30% more when they include the word “video” (Hubspot)
  6. Customers who engage with companies of social media are more loyal and they spend up to 40% more with those customers than other customers (Bain and Co.)
  7. 75% of consumers want to personalise their own experience (Fifth Quadrant)
  8. Increasing customer retention rates by 5% could increase profits from 25% to 95%. (Harvard Business Review)
  9. A 10% increase in customer retention results in a 30% increase in the value of the company. (Bain and Co.)
  10. A fifth (20%) of client-side survey respondents say that customer experience is the single most exciting opportunity, ahead of mobile (18%) and content marketing (15%). (Econsultancy Digital Trends)
  11. Poor data can cost businesses 20%-35% of their operating revenue. (Forbes)
  12. One third of British consumers are unhappy with the service they receive and are likely to revolt when displeased. (British Standards Institution)
  13. 89% of consumers have stopped doing business with a company after experiencing poor customer service. (Rightnow Customer Experience Impact report)
  14. 54% of retailers admit they don’t have a single, cross-channel customer view. (Retail Systems)
  15. It is 6 to 7 times more costly to attract a new customer than it is to retain an existing one. (White House Office of Consumer Affairs)
  16. A customer is four times more likely to buy from a competitor if the problem is service related versus price or product related. (Bain and Co.)

Improve your customer experience with the guidance of expert consultants

Related content

Call tracking through Google: where the contact centre and digital worlds meet
The Contact Centre Industry’s Best-Kept Secret

Last updated on: April 23, 2024