Customer Experience Statistics

 Financial Impact and/or ROI of Customer Experience

• 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 study, 86% 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

• Nearly 80% of contact centers say their current customer service systems won’t meet their future needs. (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 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

• 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

• 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 the customer experience is their top priority – Forrester, .
• 50% of organisations will redirect their investments to customer experience innovations by 2018 – Gartner.
• Companies with the strongest omni-channel customer engagement strategies retain an average of 89% of their customers, as compared to 33% for companies with weak omni-channel strategies – Aberdeen Group.
• By 2020 the demand for an omni-channel 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

• 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 .

Customer Experience Statistics – The Experience Priority

Customer Experience Statistics – The Experience Priority