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. If you need to hold someone’s hand, we understand.
The Statistics Say
- Estimates of the cost of poor customer service range from $75 billion to $1.6 trillion per year. (Midlands Technical College)
- 59% of 25-34 year-olds share poor customer experiences online (NewVoice) yet…
- 85% of people around the globe who are connected online send and receive emails and 62 percent communicate through social networking sites. (Reuters) 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)
- Since 2020, most customers 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.
So, don’t let these ghastly numbers keep you up at night. Use them as motivation to provide the best customer service possible. Because in the end, it’s the friendly smiles, helpful gestures, and exceptional experiences that make customers fall in love with your brand.
As we close this spooky tale of statistics, remember you have the power to change the narrative. Let’s turn nightmares into dreams of satisfied customers and a thriving business. Here’s to facing the ghosts of bad customer service and emerging as the hero of your customer’s story.