Customer Service Statistics – Industry Update

customer-service-statistics-smWe all love stats – the facts are hard to deny. This is especially true when you talk about customer service. In the retail world, customer service statistics are worth their weight in gold (let’s just pretend they actually have mass). This week, we feed your need for numbers with an updated list of customer service statistics. If you’ve been waiting to get a retail merchandising strategy in place to boost customer service, these may just push you to get started. With 2017 right around the corner, there really is no better time than now!

Customer Service Statistics:

  • Only 1 out of 26 unhappy customers complain. The rest just sit on the complaint. 91% of those unhappy customers who say nothing will simply leave your store. (Huffington Post)
  • 55% of customer requests for service on social media are not acknowledged. (Huffington Post)
  • It costs 6-7X more for you to attract new customers than to keep existing customers. (Huffington Post) 
  • 79% of customers say they would take their business to a competitor within a week of experiencing poor customer service. (Forbes) 
  • The estimated cost of customers switching their choice of businesses due to poor service is $1.6 trillion. (Forbes) 
  • Almost 40% of consumers under the age of 34 say that interactions with their favourite brands through social media have driven them to respect and value those brands more. (PwC)
  • 66% of Canadians shop at certain retailers because of their prices, 43% because items are usually in stock, and 30% because they trust the brand. (PwC)
  • 42% of millennials shop online on a monthly basis. (PwC)
  • 69% of customers will recommend a company after a positive experience and 50% will consider visiting that location more frequently. (ClickZ)
  • After a negative experience, 58% of customers will not use that company again, 49% will tell friends not to shop there, and 34% will take to social media to complain about poor customer service. (ClickZ) 

No matter how you look at it, customer service matters. As these statistics show, great customer service will result in profit, whereas poor customer service costs you – in more ways than one!

Want more customer service statistics to use to build a stronger retail merchandising strategy?  Storesupport has you covered. Please visit www.storesupport.ca today.

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