30 March 2017 in The Call Takers Blog

The cost of bad customer service – Did you know….

  • 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience Source: American Express Survey, 2011

  • A typical business hears from 4% of its dissatisfied customers Source: “Understanding customers” by Ruby Newell-Legner

  • On average, loyal customers are worth up to 10 times as much as their first purchase – Source: White house office of consumer affairs

  • 5-20% Probability of selling to a new prospect. 60-70% Probability of selling to an existing customer Source: Marketing Metrics

  • It takes 12 positive experiences to make up for one unresolved negative experience – Source: : “Understanding customers” by Ruby Newell-Legner

  • News of bad customer service reached more than twice as many ears as praise for a good customer service experience. Source: White house office of consumer affairs

  • Its 6-7 times more expensive to acquire a new customer than to keep a current one – Source: White house office of consumer affairs

  • For every customer who bothers to complain, 26 other customers remain silent Source: White house office of consumer affairs

  • When customers share their story, they’re not just sharing pain points. They’re actually teaching you how to make your product, service and business better Source: Kristin Smaby, “Being Human is Good Business”

  • According to consumers, customer service agents failed to answer their questions 50% of the time Source: Harris Interactive

  • In the last year, 67% of customers have hung up the phone out of frustration they could not talk to a real person Source: American Express Survey

  • 75% of customers believe it takes too long to reach a live agent Source: Harris Interactive

  • 70% of buying experiences are based on how the customer feels they are being treated – Source: McKinsey

  • 91% of unhappy customers will not willingly do business with you again Source: Lee Resources

  • Resolve a complaint in the customers favour and they will do Business with you again 70% of the time Source: Lee Resources

Picture credit: socialmouths.com

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