Horror movies can be abhorrent, spine-chilling and downright gross. Statistics on bad customer service can conjure up similar feelings; unlike a movie, these statistics have very real implications for businesses of all sizes, and they don’t end after 2 hours of white-knuckling an armrest and spilling popcorn.
Feel like you need to scream? Go ahead. It’s about to get even scarier.
If you’re ready to give yourself a fright, here are 15 of the most ghastly, gut-wrenching statistics about bad customer service in 2015. If you need to hold someone’s hand, we understand.
- The cost of poor customer service is $41 billion per year in the US. (NewVoice)
- 59% of 25-34 year-olds share poor customer experiences online (NewVoice) yet…
- Social media channels handle just 3% of all customer communications (NewVoice) and…
- Failure to respond via social channels can lead to a 15% increase in the churn rate. (Gartner)
- Following a negative customer experience, 58% of Americans would never use that company again. (NewVoice)
- 40% of customers will purchase from a competitor because of their reputation for great customer service. (Zendesk)
- 89% have switched once or twice in the last year. (NewVoice)
- 53% switch because they feel unappreciated. (NewVoice)
- 42% switch because they are put off by rude or unhelpful staff. (NewVoice)
- 55% of consumers have intended to make a purchase, but backed out because of poor customer service. (American Express)
- 84% say that their expectations had not been exceeded in their last customer service interaction. (Harvard Business Review)
- 58% will never use the company again after a negative experience. (NewVoice)
- 65% are likely to speak negatively about their customer service experience. (Harvard Business Review)
- 62% have to repeatedly contact a company to resolve an issue. (Harvard Business Review)
- By 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human. (Gartner Research)
You can’t sleep now, right? Those stats were just too frightening. Here’s your flashlight in the dark: 73% of consumers say friendly customer service reps can make them fall in love with a brand. (RightNow) Now, that’s the kind of happy ending we all needed.
There’s no way you want to be included in these statistics! Check out this post that will help you create superhero strength customer service.
Have any thoughts on the state of customer service? Share them with us in the comments!