Statistics show 93% of customers will pay more if they receive high quality customer service when making a purchase.

Service FactsCUSTOMER SERVICE FACTS

  • 93% of customers indicated that quality customer service was vital to maintaining brand loyalty. 
    Source: Creative Strategies

  • A 5% increase in customer retention can increase profits by 25 - 95%.
    Source: Bain & Co
  • Companies that make customer service a high priority see twelve times the return on sales than those companies with a low emphasis on service.
    Source: International Customer Service Association

  • Only 1 out of 25 dissatisfied customers will express dissatisfaction.
    Source - Business e-coach

  • 68% of customers stop doing business with a company because of poor service. Yet 95% of dissatisfied customers would continue to do business with a company if their problem was solved quickly and satisfactorily.
    Source: International Customer Service Association,

  • Reducing customer defections can boost profits by 25-85%. In 73% of cases, the business made no attempt to persuade dissatisfied customers to stay; even though 35% said that a simple apology would have prevented them from moving to the competition.
    Source: NOP

  • 1% reduction in customer service issues could generate an extra $40m in profits for a medium-sized company over five years
    Source: NOP

  • 70% of customers left because of a lack of attention from front-line employees.
    Source - International Customer Service Association

  • Two-thirds (or 66%) of customers do not feel valued by those serving them.
    Source - Business e-coach

  • 6-7 times more expensive to gain a new customer than it is to retain an existing customer.
    Source - Bain & Co study in the Harvard Business Review

  • Happy customers tell 4 others of their positive experience.
    Dissatisfied customers tell 12 how bad it was.

    Source - Business e-coach