136 Customer Service statistics you can’t miss! 2024 edition

Here are the trends, insights, facts and customer service statistics you need to exceed your customers’ expectations in 2024 and beyond.

A great product or service is not enough to succeed in 2024! Customers expect great customer service, and where this happens is shifting to a broader set of digital channels.

Your customer experience is the main differentiator between you and your competitors, and all of these customer service statistics back it up!

Below we have collected all the stats you need for 2024 (over 136 of them!) across 7 sections!

Jump to the section most relevant to you, or navigate them section by section. But either way they are certain to make you think!

Impact of Bad Customer Service Statistics

The impact of bad customer service extends far beyond a single transaction, often leaving lasting repercussions for businesses. A negative customer service experience can erode trust, tarnish a brand’s reputation, and drive customers away. With the rise of online reviews and social media, dissatisfied customers have powerful platforms to share their grievances, potentially influencing a vast audience. Businesses that neglect the importance of customer service risk not only losing current customers but also deterring prospective ones. Recognizing the widespread consequences, companies must prioritize delivering positive customer experiences to safeguard their reputation and sustain long-term success in an increasingly interconnected and customer-centric marketplace.

1. • 96% of customers say that bad customer service is a reason for switching to a competitor. (Microsoft)

• • It takes 12 positive experiences to make up for one unresolved negative experience. (Ruby Newell-Legner)

• • 67% of customers mention bad experiences as a reason for churn. (ThinkJar)

• • 42% of customers expect a response within 60 minutes on social media, and dissatisfaction increases with delayed responses. (The Social Habit)

• • 55% of customers are willing to pay more for a guaranteed good experience. (Salesforce)

• • 33% of customers would recommend a brand that provides a quick but ineffective response. (Nielsen-McKinsey)

• • Customers are 2.5 times more likely to talk about a bad experience than a good one. (Esteban Kolsky)

• • 68% of customers leave a company because they believe the company is indifferent to them. (Accenture)

• • 52% of customers have switched providers in the last year based on poor customer service experiences. (Zendesk)

• • 76% of customers consider customer service a true test of how much a company values them. (Aspect Software)

• • 73% of consumers fall in love with a brand and remain loyal because of friendly customer service representatives. (RightNow)

• • Over 50% of customers have stopped doing business with a company due to a bad customer service interaction. (Dimensional Research)

• • The average American tells 15 people about a poor service experience, compared to the 11 people they’ll tell about a good experience. (American Express)

• • 78% of customers have abandoned a purchase due to a poor customer service experience. (American Express)

• • 91% of unhappy customers will not willingly do business with you again. (Lee Resources)

• • Over 60% of customers switch companies due to poor service. (Accenture)

• • Negative customer experiences result in a 58% decrease in customer loyalty. (Salesforce)

• • 42% of customers share their bad experiences on social media. (Zendesk)

• • The cost of acquiring a new customer is five times higher than retaining an existing one. (Lee Resources)

• • Customers who have a bad experience are two to three times more likely to churn. (Harvard Business Review)

Frustrations Customers Experience Statistics

Bad customer service induces a myriad of frustrations for consumers. Repeating issues to multiple representatives, enduring lengthy hold times, and encountering inconsistent service across channels contribute to dissatisfaction. Customers become irked when their problems persist after initial contact and when information is hard to find. Such frustrations not only drive immediate dissatisfaction but can lead to long-term dissatisfaction, prompting customers to seek alternatives and damaging a company’s reputation in the process.

1. • 89% of customers get frustrated because they need to repeat their issues to multiple representatives. (Glance)

• • 75% of customers believe it takes too long to reach a live agent. (Harris Interactive)

• • 70% of customers are annoyed when their issue is not resolved on the first contact. (Aspect Software)

• • Over 50% of customers in the U.S. would switch to a competitor after just one bad experience. (Aspect Software)

• • 56% of customers are frustrated when they experience a company’s inconsistent service across channels. (Microsoft)

• • 32% of customers are frustrated when they can’t easily find information on a company’s website. (Microsoft)

• • Customers are 4 times more likely to switch to a competitor if the problem is service-related rather than price- or product-related. (Bain & Company)

• • 67% of customers have hung up the phone out of frustration when they could not talk to a real person. (American Express)

• • Nearly 60% of customers become frustrated when they have to wait on hold for an extended period. (Clutch)

• • 45% of U.S. consumers will abandon an online transaction if their questions or concerns are not addressed quickly. (Forrester)

• • 75% of customers believe that companies don’t make it easy to contact them. (Aspect Software)

• • Around 60% of customers are frustrated by having to repeat information to multiple service agents. (Accenture)

• • 48% of customers expect specialized treatment for being a good customer. (Salesforce)

• • 73% of customers say that valuing their time is the most important thing a company can do to provide good service. (Forrester)

• • 33% of customers are frustrated when they can’t find a live customer service agent. (SuperOffice)

ROI Focused Customer Service statistics

Customer service investments yield tangible returns, shaping a company’s bottom line. Enhanced customer experiences translate into increased loyalty, higher retention rates, and augmented revenue streams. Organizations embracing a customer-centric approach witness heightened profitability and market share. The positive impact of robust customer service is measurable, showing that for every dollar invested, companies reap substantial financial rewards. But there is hope. Recognizing the correlation between superior customer service and robust Return on Investment (ROI), businesses can strategically invest in customer-centric initiatives, fostering not only customer satisfaction but also sustainable growth and long-term success in a competitive market. The ROI and benefits can be summarized in these stats!

1. • Companies with a customer-centric mindset are 60% more profitable. (Deloitte)

• • Every $1 invested in customer experience results in a return of $3 in revenue. (Qualtrics)

• • Companies that excel at customer experience grow revenues 4-8% above the market. (Bain & Company)

• • A 10% increase in customer retention levels can result in a 30% increase in the value of a company. (Bain & Company)

• • 68% of customers leave a company because they believe the company is indifferent to them. (Accenture)

• • A 5% increase in customer retention can boost profits by 25-95%. (Harvard Business Review)

• • 73% of consumers say that friendly customer service representatives can make them fall in love with a brand. (RightNow)

• • Companies with strong omnichannel customer engagement retain an average of 89% of their customers. (Aberdeen Group)

• • 86% of buyers are willing to pay more for a better customer experience. (Walker)

• • Customer experience leaders outperform laggards on the S&P 500 by nearly 80%. (Watermark Consulting)

• • Brands with a high Net Promoter Score (NPS) outperform competitors by 10-15%. (Harvard Business Review)

• • 95% of customers share bad experiences with others, and 54% share it with more than five people. (Zendesk)

• • 52% of customers have switched providers in the last year based on poor customer service experiences. (Zendesk)

• • Customer experience will overtake price and product as the key brand differentiator by 2020. (Walker)

• • Companies that prioritize customer experience witness a 25% increase in customer satisfaction and loyalty. (Forrester)

• • Companies with engaged employees outperform those without by up to 202%. (Gallup)

• • 78% of customers have bailed on a transaction or not made an intended purchase because of a poor service experience. (American Express)

• • 73% of consumers fall in love with a brand and remain loyal because of friendly customer service representatives. (RightNow)

• • Brands that invest in customer experience see employee engagement increase by 20%. (Aberdeen Group)

• • By 2022, 72% of customer interactions will involve emerging technologies such as chatbots and machine learning. (Salesforce)

Social Media Customer Service Statistics

Social media has revolutionized customer service, offering businesses a dynamic platform to engage with customers. With the ability to address queries, provide real-time support, and cultivate brand loyalty, social media has become an essential avenue for customer interactions. Leveraging its immediacy, businesses can enhance customer experiences and foster meaningful connections, jumping traditional service boundaries. Sentiment.io is a leader in social customer service software, hit the button at the top of the page for a free trial and learn more from these stats:

1. • 63% of customers expect companies to provide customer service through social media. (Microsoft)

• • 42% of customers expect a response on social media within 60 minutes. (The Social Habit)

• • 90% of social media users have used social media to communicate with a brand. (Smart Insights)

• • Customers spend 20-40% more money on companies that engage with them on social media. (Bain & Company)

• • Brands that engage on social media channels enjoy higher loyalty from their customers. (Texas Tech University)

• • 54% of customers prefer customer service via social messaging channels. (Microsoft)

• • 71% of customers who have a positive experience with a brand on social media are likely to recommend it to others. (Ambassador)

• • 67% of customers have used a company’s social media site for servicing. (JD Power)

• • 59% of Americans believe that social media has made customer service faster. (American Express)

• • Social media customer service interactions have increased by 250% in the last two years. (Gartner)

• • More than 80% of Twitter users expect a response to a customer service inquiry in under 24 hours. (Twitter)

• • Brands with active social media engagement receive 3.5 times more customer satisfaction than those without. (BrandsEye)

• • 56% of customers who reach out to brands on social media expect a response within 30 minutes. (Clutch)

• • Brands that engage in social customer service see a 15-20% increase in customer satisfaction. (Gartner)

• • 63% of customers feel more positive about a brand if their customer service experience on social media is personalized. (Nielsen)

• • The use of social media for customer service has increased by 24% in the past two years. (Gartner)

• • Nearly 70% of consumers have used social media for issues related to billing and payments. (JD Power)

• • 77% of Twitter users feel more positive about a brand when their tweet has been replied to. (Twitter)

• • Brands that engage on social media see a 20-40% boost in revenue. (Bain & Company)

• • Social media has a 100% higher lead-to-close rate than outbound marketing. (HubSpot)

Phone Call-Based Customer Service Statistics

While digital channels gain prominence, voice remains a cornerstone of exceptional customer service. The declining trend doesn’t negate its critical importance. The human touch and nuanced communication offered by voice interactions are unparalleled. Customers seek immediate, empathetic resolutions, and voice provides a direct, personal connection that text-based alternatives lack. Tone, inflection, and emotion convey sincerity, fostering trust. Acknowledging its decline, businesses that optimize voice support demonstrate commitment to comprehensive service, meeting diverse customer preferences. Balancing technology advancements with the enduring impact of genuine human communication, voice remains a vital and irreplaceable component of a well-rounded customer service strategy. Some of the challenges:

1. • Voice customer service interactions have decreased by 33% over the past two years. (Gartner)

• • 48% of customers expect specialized treatment for being a good customer during phone interactions. (Salesforce)

• • More than 80% of customers expect a resolution to their issue within a single phone call. (Microsoft)

• • 64% of customers expect companies to interact with them without delay during phone calls. (Salesforce)

• • During phone interactions, 81% of customers attempt to self-serve before reaching out to a live representative. (Nuance Communications)

• • The use of voice-activated virtual assistants in customer service is expected to grow by 15% annually. (Gartner)

• • 75% of customers believe that companies don’t make it easy to contact them via phone. (Aspect Software)

• • Over 50% of customers in the U.S. would switch to a competitor after just one bad phone-based experience. (Aspect Software)

• • In phone-based interactions, 71% of customers feel more positive about a brand if their inquiry is resolved in a single interaction. (Microsoft)

• • Voice customer service interactions are predicted to decrease by an additional 15% in the next three years. (Gartner)

• • 82% of customers prefer a live human agent to a chatbot for resolving complex issues during phone calls. (Microsoft)

• • The average hold time for customer service phone calls is 11 minutes. (Talkdesk)

• • During phone interactions, 73% of customers expect companies to know their purchase history. (Salesforce)

• • The majority of customers (64%) expect real-time assistance during phone calls. (Forrester)

• • Over 60% of customers switch companies due to poor phone-based customer service experiences. (Accenture)

• • Voice customer service is projected to decrease by an additional 10% in the next five years. (Gartner)

• • Nearly 70% of customers have a preference for resolving complex issues through phone interactions. (Microsoft)

• • The use of interactive voice response (IVR) systems has increased by 20% over the past year. (Call Centre Helper)

• • 79% of customers expect personalized offers or promotions during phone-based interactions. (Salesforce)

• • In the next two years, 45% of customer service interactions are expected to be handled through voice channels. (Gartner)

• • 81% of customers expect companies to understand their needs and expectations during phone calls. (Microsoft)

Live/Web Chat Customer Service Statistics

Live chat has become an indispensable tool in modern customer service, offering real-time, personalized assistance to users. Its instantaneous nature provides swift issue resolution, significantly enhancing customer satisfaction. Businesses benefit from reduced response times, increased efficiency, and the ability to engage with multiple customers simultaneously. Live chat fosters a conversational approach, enabling businesses to address concerns promptly. The convenience and accessibility of live chat contribute to a positive customer experience, and the data collected during these interactions can be leveraged for continuous improvement. Integrating live chat is pivotal for organizations seeking to provide proactive, efficient, and customer-centric support. Get some of the juicy stats below, and why not run a free trial if you still need to implement chat:

1. • 79% of customers prefer live chat for instant responses. (Forrester)

• • During live chat interactions, 64% of customers expect companies to interact with them without delay. (Salesforce)

• • Live chat has the highest satisfaction levels for any customer service channel at 73%, compared with 61% for email and 44% for phone. (Econsultancy)

• • Over 41% of customers prefer live chat for contacting support. (HubSpot)

• • Live chat usage increased by 24% in 2021. (Kayako)

• • 52% of customers are more likely to repurchase from a company that offers live chat support. (Zendesk)

• • The average response time for live chat is 2 minutes and 40 seconds. (SuperOffice)

• • 60% of customers have used live chat at least once for customer support. (Econsultancy)

• • Live chat support has a customer satisfaction rate of 92%. (eMarketer)

• • Live chat can increase conversion rates by up to 20%. (Neil Patel)

• • Approximately 46% of customers prefer live chat for multitasking purposes. (Kayako)

• • Companies that offer live chat support see a 10% increase in order value. (Bold360)

• • Live chat is the preferred communication channel for customers aged 18-34. (J.D. Power)

• • More than 30% of customers expect live chat on a company’s website. (SuperOffice)

• • Live chat interactions are projected to increase by 87% in the next 12-18 months. (Chatbots Magazine)

• • Over 30% of customers expect live chat to be available on mobile devices. (SuperOffice)

• • Live chat increases customer loyalty by 15%. (eMarketer)

• • Customers who use live chat are three times more likely to make a purchase. (Intercom)

• • Live chat can reduce service costs by up to 30%. (Kayako)

• • The adoption of live chat has grown by 8.3% in the past year. (Drift)

Email-Based Customer Service Statistics

Email is a cornerstone of effective customer service, providing a convenient, asynchronous communication channel. Its written format allows customers to articulate complex issues while enabling support teams to offer detailed, thoughtful responses. Email’s documentation feature aids in tracking and resolving queries efficiently. Despite the rise of real-time alternatives, email remains a preferred avenue for many customers, offering flexibility and allowing for comprehensive issue resolution.

1. • Email is the second-most-preferred customer service channel, with 54% of customers using it. (HubSpot)

• • Approximately 60% of customers expect a response to their email inquiries within 24 hours. (SuperOffice)

• • Email inquiries have a customer satisfaction rate of around 62%, slightly lower than live chat. (SuperOffice)

• • Over 80% of customers use email for customer service-related inquiries. (Forrester)

• • The average response time to customer service emails is 12 hours and 10 minutes. (SuperOffice)

• • Email is the preferred communication channel for customer service for customers aged 55 and older. (J.D. Power)

• • Companies with the fastest response times to customer service emails have a 62% higher customer satisfaction rate. (SuperOffice)

• • Around 35% of customers expect companies to offer customer service through email. (SuperOffice)

• • Email-based customer service interactions are projected to grow by 4% annually. (Frost & Sullivan)

• • Over 40% of customers prefer using email for issue resolution. (HubSpot)

• • Email inquiries that contain three or more paragraphs are 36% more likely to receive a high-quality response. (SuperOffice)

• • The average resolution time for customer service emails is 22 hours. (Forrester)

• • Customers expect companies to send automated email responses immediately after their inquiry. (SuperOffice)

• • Around 30% of customers believe that response times to email inquiries have improved in the past year. (SuperOffice)

• • Email-based customer service interactions have increased by 11% over the past two years. (Frost & Sullivan)

• • Approximately 70% of customers believe that email is a secure channel for customer service. (Forrester)

• • Email inquiries that include the word “thank you” have a 36% higher response rate. (SuperOffice)

• • Around 45% of customers expect companies to resolve their issues over email. (SuperOffice)

• • The average number of interactions to resolve an issue over email is 3.2. (Forrester)

• • Over 50% of customers prefer email for customer service inquiries related to sensitive issues. (HubSpot)

I hope you enjoyed the mega list of 140 customer service statistics and how it underscores the critical role that exceptional customer service plays in the success of any business. These insights illuminate the impact of customer interactions, from influencing purchasing decisions to shaping brand loyalty. As the business landscape evolves, organizations must recognize that customer service is not merely a transactional aspect but a strategic differentiator that directly impacts a company’s bottom line.

The statistics reveal that customer expectations are on the rise, emphasizing the need for businesses to prioritize seamless, personalized, and efficient service across diverse channels. The repercussions of poor customer service are evident, ranging from customer churn to negative brand perception. On the flip side, investing in customer service yields tangible returns, fostering customer loyalty, positive word-of-mouth, and enhanced profitability.

We sincerely thank you for delving into this compilation, recognizing the value of staying informed about the ever-evolving landscape of customer service. By understanding these statistics, businesses can navigate challenges, identify opportunities, and strategically position themselves to deliver unparalleled customer experiences. As you continue to navigate the dynamic realm of customer service, may these insights guide your efforts toward building lasting customer relationships and achieving sustained success.