Customer Service Statistics

20+ Vital Customer Service Statistics You Need to Know in 2024

Published on: November 12, 2023
Last Updated: November 12, 2023

20+ Vital Customer Service Statistics You Need to Know in 2024

Published on: November 12, 2023
Last Updated: November 12, 2023

Customer expectations have evolved, due to the global pandemic, changing generational needs, technology, and the overwhelming need for instant gratification.

For instance, as you will soon find out in this article, most customers expect a fast response to their queries.

Regardless of the reasons for the changes in customer expectations, it’s important to make an effort to meet these expectations if you intend to remain competitive in the business world.

In this resource, we provide 20+ important customer service statistics for 2024.

Let’s explore the world of customer service.

Resource Contents show

Key Statistics

  • 81% of consumers say that positive customer service boosts repeat business.
  • 56% of American consumers say they expect more from customer service today.
  • The customer service software segment is worth more than $24.6 billion.
  • In 2022, the worldwide customer experience management market was worth $11.34 billion.
  • The most used customer service metric is CSAT at 40%.
  • Customers are 2.4 times more apt to stick with a brand when problems are resolved quickly.
  • 84% of customers rely on customer online reviews for recommendations.
  • Belgium ranked highest with a 97.8% customer satisfaction rate.
  • 36% of customers still prefer human engagement for customer service.
  • 61% of customers have quit a company due to a single poor customer service experience.

Top Customer Service Statistics in 2024

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1. 81% of Consumers Say that Positive Customer Service Boosts Repeat Business.

A Zendesk survey revealed that 81% of consumer respondents said that a positive customer service experience boosts the chances of repeat business.

This means that most consumers will buy from a company more than once when they have a positive customer service experience. It’s that important.

(Oberlo)

 2. 56% of American Consumers Say They Expect More from Customer Service Today.

Globally. 59% of consumers said they had higher expectations from customer service (2018) than they did in the previous year.

Another 56% of American consumers admitted that they also have higher expectations from customer service.

Also, these expectations fluctuate, but mostly grow over the years.

(Statista, TrueList)

3. The Customer Service Software Segment Is Worth More than $24.6 Billion.

Data from a Gartner report showed that in 2020, the customer service software market was worth $24.6 billion.

This data was calculated using a 12% CAGR (YoY).

The demand and growing customer expectations have contributed to this rise in customer service software.

(Startupbonsai)

4. In 2022, The Worldwide Customer Experience Management Market Was Worth $11.34 Billion.

The overall global customer service experience management market was valued at $11.34 billion (USD) in 2022.

Moreover, this market is expected to reach %32.53 billion (USD) by 2029.

This boost will occur mostly due to the increase in customer service interactions and customers.

As demand grows, so will the market size and value.

(123 Form Builder)

5. The Most Used Customer Service Metric is CSAT at 40%.

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Recent statistics show that 40% of decision-makers in the customer service industry use CSAT (customer satisfaction) is the most used metric for measuring customer service.

Another 36% said it’s measured by first response time and 31% by customer effort.

This data confirms that metrics are necessary for measuring customer service across industries.

(Freshworks)

6. Customers Are 2.4 Times More Apt to Stick with A Brand when Problems Are Resolved Quickly.

A 2021 Forrester study revealed that customers are 2.4 times more apt to stick with a company that solves their issues quickly and efficiently.

Moreover, customers are 2.7 times more apt to spend more when there is clear communication between them and the company.

(Forrester, Ultimate)

7. 84% of Customers Rely on Customer Online Reviews for Recommendations.

A whopping 84% of customers trust online reviews as much as they do personal recommendations according to statistics.

This tells us the importance of customer feedback and how it impacts future business.

Therefore, if you’re not already actively asking for customer feedback, it’s time to try some surveys, forms, or use social media for feedback.

(LinkedIn)

8. Belgium Ranked Highest with A 97.8% Customer Satisfaction Rate.

2015 data from a Zendesk study revealed that Belgium ranked the highest in customer satisfaction at 97.8%.

This Zendesk survey included over 25,000 companies across 140 countries.

The top 20 countries where customers said they were most happy in 2015 revealed that Belgium was the highest.

The United States ranked sixth with 95.6% and the United Kingdom fourth at 96.2%.

Germany was 20th, but they still had a 92.2% customer satisfaction rate.

This tells us that all over the globe, organizations are realizing the importance of positive customer service.

(Cyracom)

9. 36% of Customers Still Prefer Human Engagement for Customer Service.

Over a third of customers still prefer to talk to a human being for customer service in this digital era.

Even though there are acceptable to superior AI-driven customer service and virtual assistants available, 36% still prefer to wait to talk to a person.

Moreover, 83% expect to talk to a human person.

(Oberlo)

10. 61% of Customers Have Quit a Company Due to A Single Poor Customer Service Experience.

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How important is a positive customer experience? Data shows that a massive 61% of customers have quit engaging with a company because of one poor customer experience.

Apparently, superior customer service is extremely important if a single poor engagement with customer service drives a customer to a competitor.

(Zippia)

11. Australia Has the Highest Customer Satisfaction Rate at 92.3% in The Automotive Manufacturing Industry.

In terms of high customer satisfaction rates in an industry, Australia’s automotive manufacturing industry enjoys the highest rate with 92.3% customer satisfaction.

Moreover, Australia also has high customer service rates within the pharmacy and chemist realm at 90.5% and the retail clothing market at 90.2%.

(TrueList)

12. 73% of Industry Leaders Admit a Direct Correlation Between Customer Service and Business Performance.

Most business leaders today agree that there is a direct correlation between business performance an customer service.

According to the Zendesk CX Trends 2022 report, 73% of business leaders report that there is a direct correlation between customer service and their business performance.

We have seen some of the results of this revelation in other statistics.

(HubSpot Blog)

13. 76% of Customers Report They Have Been Happy with The Customer Service They Have Received Over the Past 12 Months.

Customer expectations are higher today than ever before.

However, over the past year, one Zendesk survey showed that 76% of respondents said they were satisfied with the customer service they had received.

We can surmise from this that most companies are stepping up in this area.

(Startupbonsai)

14. 88% of Customers Expect to See an Online Self-Service Option.

Whether it’s due to people living hectic lives or preferring not to engage with people for their customer service needs, 88% of them said they expect a company to have an online self-service portal to use.

While not all customer service issues can be resolved via a self-serve portal, there are some basic fixes that would take longer via chat or phone support.

(Freshworks)

15. 36% of Industry Leaders Have Seen Revenue Generation Directly Due to Automated Customer Service and Support.

Automated Customer Service 617

While IVR systems and automated virtual assistants have been around for a while, automated customer support and service is still in its infancy.

However, that doesn’t mean there haven’t already been some positive results from automated customer service.

In fact, 36% of business leaders in a 2022 survey said they saw direct revenue generation from using automated support.

(Ultimate)

16. 80% of Customers Are More Apt to Engage with A Company that Offers a Personalized Customer Experience.

Today, consumers expect to have a personalized experience in their customer service.

An Epsilon study showed that 80% of customers expect to have a personalized experience.

Companies who aren’t implementing personalized services and support should evaluate the concept and take advantage of it to stay competitive.

(LinkedIn)

17. 60% of Consumers Feel Like They Don’t Get Excellent Customer Service Though Social Media when Making Purchases.

Over the past few years, many companies and brands have offered customer service and support via their social channels like Facebook and Instagram.

However, a large portion, 60%, of consumers say they feel they aren’t getting excellent customer service and support though social media channels when making purchases. 

(CMSwire)

18. Over Half of Consumers Find Automated Phone Systems Annoying.

Studies show that 56% of consumers say that the most frustrating thing about customer service and support in the automated telephone assistant system.

These consumers cite that these automated “agents’ make it difficult to reach a real person to help them.

Therefore, if you plan to use automated phone systems, make it easier for people to reach a human agent.

(Oberlo)

19. It May Take up To 12 Positive Customer Service Experiences to Offset One Negative One.

Research has shown that it could require up to 12 positive customer service experiences to offset just one negative one.

The goal is to always provide a positive customer service experience for every customer.

While you can’t please them all, you certainly don’t want to spend more time making up for a single poor experience than you do maintaining excellent customer service.

(Zippia)

20.  In the U.K., The Customer Service Index Has Fallen by 1.2 Points Since 2017.

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Data from 2020 revealed that the customer service index fell by 1.2 points in the United Kingdom when compared with 2017’s customer service index.

It also shows that within the public service industry and business community only declined by 0.1 point of the overall customer service index.

This is primarily due to issues in the tourism segment.

(TrueList)

FAQs

What Are the 3 Ps of Customer Service?

Did you know that there are 3 Ps that are important to providing excellent customer service?

Here are the 3 Ps that you need to know:

Product: Having a high-quality product is an essential element in customer service. Without quality goods, there is no positive customer service experience.

Process: A smooth and seamless experience in the process of finding, purchasing, and receiving products brings repeat business and results in customer loyalty.

People: People are today’s consumers and your potential and existing customers. Having knowledgeable, competent, courteous, and professional customer service agents on your team is important to solving customer issues.

What Is the Average Complaint Rate of Customers?

Complaints come with compliments in customer service, but the average percentage of customers who complain to businesses is only around 4%.

While 4% may seem like a small percentage of customers, any loss of their business can hurt your revenues. 

Therefore, doing everything possible to keep customers happy should be a big part of your customer service and customer experience strategy.

Keep in mind that it’s possible to save some customers who had a poor experience, but it’s unlikely you will save them all.

That’s why it’s recommended to start and end on the right foot with each interaction.

What Is the Primary Role of Customer Service?

The primary role of the customer service representative/agent is to resolve customer issues and complaints.

For instance, if your business gets a call from a customer who received an item that was damaged, or it didn’t arrive at all.

The customer service agent should politely look into the issue and resolve it quickly.

Sometimes that means offering a refund, exchange, or other compensatory solution.

Even when a customer is angry, the customer service agent should maintain a calm, professional, helpful attitude toward the customers.

This is one way to mitigate call escalations and reduce conflict resolution quickly.

How Does Customer Service Affect Business Sales Revenue?

Customer service is crucial enough to a business that it can cause increases or decreases in company revenue.

How? A positive experience with customer service helps to create loyal customers and build relationships with them. 

In turn, WOM (word of mouth) advertising will create a snowball effect, resulting in more customers and more revenue.

Plus, your loyal customers will spend more.

In contrast, poor customer service can cost company millions or billions annually.

Not only will the customers who have had a poor customer experience quit your business, they will also tell their friends and that word will spread like wildfire in a forest. 

WOM related to poor customer service isn’t what you want.

You could lose loyal customers and miss out on hundreds, thousands, or even millions of new customers every year.

What Are Some Different Types of Customer Service?

Here are some of the most common types of customer service:

In-person: Retail stores like grocery stores, department stores, and such have people working in the store to help customers find, buy, return, or complain about products or services.

Phone support: One of the most common and traditional types of customer service today is phone support. This is where a customer calls in and the customer service agent provides service via the phone.

Email support: Once email technology came on the scene, businesses learned to use it for customer service. It’s ideal for when customers can’t or don’t want to talk on the phone.

Live chat support: Real-time chats are another way for customers to reach out and get service or support from a human agent or a bot agent. Many chat support services now involve more AI unless a human is needed to handle the issue.

Social media support: The rise of social media also spurred social media customer support and service options.

Self-service support: This option allows customers to resolve things on their own by accessing the company’s resources like their knowledge base, FAQs, and other solutions that can be automated via self-service.

What Are Customer Service Best Practices?

Here are the commonly known and used best practices in customer service:

Empathy: Customer service agents need to listen to and empathize with customers so that they feel heard and understood. 

Responsive and timely: Customers expect to have their issues solved quickly and efficiently. 

Knowledgeable: Customers also expect service agents to be knowledgeable and to provide accurate information. 

Courteous and professional: This means you need to treat every customer with respect.

Proactive: When you use active listening, you can be proactive, anticipating customer needs. 

Conclusion

If you take anything away from this article, we want you to realize the importance of providing today’s consumer with an improved customer experience.

Personalization, quick responses, and professionalism are three aspects of doing this.

The above statistics can help you determine where you need to improve. Remember, there is always room for improvement.

Also, please see the FAQ section to learn more about how to improve your customer service experience.

After reading these customer service statistics, you should have a higher understanding of what consumers think, feel, and expect from modern businesses.

Are you delivering excellent customer service as part of your overall positive customer experience?

Sources

Oberlo123 Form BuilderLinkedIn
CMSwireStatistaFreshworks
CyracomTrueListUltimate
HubSpot BlogStartup BonsaiForrester
Zendesk CX Trends 2022

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Written by Jason Wise

Hello! I’m the editor at EarthWeb, with a particular interest in business and technology topics, including social media, privacy, and cryptocurrency. As an experienced editor and researcher, I have a passion for exploring the latest trends and innovations in these fields and sharing my insights with our readers. I also enjoy testing and reviewing products, and you’ll often find my reviews and recommendations on EarthWeb. With a focus on providing informative and engaging content, I am committed to ensuring that EarthWeb remains a leading source of news and analysis in the tech industry.