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Customer service

30+ insightful customer service statistics with accurate sources

June 22, 2023
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by
Duncan Elder
Search or browse these stats to see what makes service great.

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Customer service

Statistics

People don't typically think of customer service as a growth driver like marketing or sales. But great customer service keeps customers happy, and happy customers spent more. These customer service statistics are all you need to ensure your team performs at a high level.

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Customer service

Statistics

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53% of customers prefer to purchase online vs. instore
Salesforce: State of the Connected Customer 2022
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Marketing
73% of customers expect companies to understand their unique needs and expectations.
Salesforce: State of the Connected Customer 2022
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Customer service
88% of customers say the experience a company provides is as important as its products or services
Salesforce: State of the Connected Customer 2022
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Customer service
1 in 4 customers have purchased items that were recommended by customer service agents.
Gladly: 2022 Customer Expectations Report
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Customer service
42% of customers ranked reaching customer service agents on their preferred channel as the most important attribute in the customer experience.
Gladly: 2022 Customer Expectations Report
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Customer service
Omnichannel
42% of shoppers would stop buying from a brand altogether after just two bad service experiences.
Gladly: 2022 Customer Expectations Report
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Customer service
44% of shoppers want brands to know their names and past purchases
Gladly: 2022 Customer Expectations Report
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Customer service
E-commerce
72% of people are willing to spend more with a brand that provides great customer service experiences.
Gladly: 2022 Customer Expectations Report
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Customer service
85% of customers expect consistent interactions across departments.
Salesforce: State of the Connected Customer 2022
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Customer service
62% of companies do not respond to customer service emails.
SuperOffice: Customer Service Benchmark Report 2021
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Customer service
90% of companies do not inform the customer that they received their email.
SuperOffice: Customer Service Benchmark Report 2021
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Customer service
It takes an average of 12 hours 10 minutes to handle a customer support request.
SuperOffice: Customer Service Benchmark Report 2021
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Customer service
59% of respondents would recommend a brand to a friend because of its customer service
Gladly: 2022 Customer Expectations Report
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Customer service
75% of customers trust companies to act with the customer's best interests in mind.
Salesforce: State of the Connected Customer 2022
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Customer service
70% of organizations place a high priority on creating a culture centered on delivering customer value.
PMI: Pulse of the Profession 2020
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Project management
73% of customers say that valuing their time is the most important thing a company can do to provide them with good online customer service.
Forrester: Trends 2016: The Future Of Customer Service
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Customer service
49% of consumers say they will likely become a repeat customer after they have a personalized retail experience.
Twillio Segment :The State of Personalization 2022
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Personalization
90% of communities say member suggestions have been used to improve products or services.
Vanilla Forums: Online Communities: The Benefits and Impacts on Organizations 2019
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Online communities
19% of businesses use video in their customer support messages.
Biteable: The State of Video Marketing in 2021
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Customer service
74% of survey respondents have used a self-service support portal to access customer support
Microsoft: State of Global Customer Service
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Customer service
89% of surveyed office workers believe AI could support them in up to half of their everyday work activities.
SnapLogic: AI in the Workplace Report
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Artificial Intelligence (AI)
24% of communities say customer support is their primary objective.
CMX Hub: 2022 Community Industry Report
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Online communities
66% of global respondents say they actively use 3 or more customer service channels.
Microsoft: State of Global Customer Service
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Customer service
Omnichannel
96% of respondents say customer service is important in their choice of loyalty to a brand.
Microsoft: State of Global Customer Service
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Customer service
68% of customers have a more favorable view of brands that offer or contact them with proactive customer service notifications.
Microsoft: State of Global Customer Service
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Customer service
96% of our respondents say customer service plays a role in their choice of and loyalty to a brand.
Microsoft: State of Global Customer Service
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Customer service
56% of global respondents have stopped doing business with a brand due to a poor customer service experience.
Microsoft: State of Global Customer Service
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Customer service
30% of global respondents say being unable to speak to a live agent is the most frustrating part of a poor customer service experience.
Microsoft: State of Global Customer Service
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Customer service
30% of respondants say the most important aspect of a good customer service experience is speaking with a knowledgeable and friendly agent.
Microsoft: State of Global Customer Service
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Customer service
54% of respondents say they have higher expectations for customer service today than they had one year ago at the time the report was released..
Microsoft: State of Global Customer Service
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Customer service
63% of business leaders say good communication leads to higher customer satisfaction.
Grammarly: 2023 State of Business Communication
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Business communication
37% of brands exclusively use first party data to personalize customer experiences
Twillio Segment :The State of Personalization 2022
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Personalization

More Topics Related to

Customer service

Customer success
Customer retention
Churn rate
Omnichannel

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