Customer Service Statistics for 2012

The benefits for providing great customer service are perceived by everyone who cares about the customer.  Quantification of those benefits is not as easy.  The following statistics are extracted from a report presented by ClickSoftware.

  • 86% of consumers have quit doing business with a company because of a bad customer experience.
  • 91% of unhappy customers will not willingly do business with your organization again.
  • Attracting a new customer costs 5 times as much as keeping an existing one.
  • For every customer complaint, there are 26 other customers who left without comment.
  • Happy customers will tell 4 to 6 other people about their experience.
  • Dissatisfied customers will tell 9 to 15 others about their experience.
  • Around 13% of dissatisfied customers will tell more than 20 people about their experience.

We will continue to provide statistics around benefits of providing great customer service, and recommend you take your own steps to measure and monitor effects of customer service.

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