Customer Experience Statistics for Cultivating Happy Clients in 2022

ByJulija A.
March 17,2022

Customer experience is something that can make or break a business. Regardless of how good your product is, regardless of how affordable you make it, if the customer doesn’t enjoy their encounter with your brand, they’re unlikely to stick around and become a loyal follower.

With the number of companies growing each day, consumers have more choices than ever. This affords them the luxury of being picky. Our customer experience statistics demonstrate the importance of putting people first, because it’s no longer enough to rely on the quality of your product.

So, what can you really do to improve customer experience and beat your competitors? The stats we’ve gathered can answer that question. Keep reading to find out how the latest trends can help your business thrive. In case you’re in need of some quick answers, we’ve provided an FAQ section at the end of the article.

The Most Important Customer Experience Stats

  • 67% of customers reported hanging up on an automated system out of frustration at not being able to reach a live person.
  • 90% of customers have had poor customer support experiences on mobile devices.
  • 87.2% of organisations agree that customer loyalty can relate directly to commercial success.
  • 84% of customers expect to be treated like a person, not a number.
  • 96% of unhappy customers don’t bother complaining; 91% of them will simply leave and never return.
  • It takes 12 positive experiences to compensate for one unresolved negative experience.
  • 33% of Americans say they would consider switching companies after just a single instance of poor service.

General CX Stats

It takes 12 positive experiences to compensate for one unresolved negative experience.

(Ruby Newell-Legner’s “Understanding Customers”)

This one stat perfectly encapsulates the importance of good CX. Customer retention is practically impossible without it, as people are more likely to remember negative experiences than positive ones. It takes a lot of time and effort to erase a past mistake, and once lost, a consumer’s trust can be very difficult to regain.

Increasing customer retention rates by 5% can increase profits by 25%.

(Bain & Company)

According to customer experience ROI statistics, customer retention is a key factor in increasing your profits. This specific stat was related to businesses in the financial sector, but any industry can benefit from the same principle.

Half of all customers are prepared to wait one week for a customer service rep to respond before they stop doing business with that brand for good.

(Qualtrics)

A single week is not a lot of time, and the customer is likely to grow more frustrated as each day goes by. The quicker you respond to queries, the easier it will be to retain loyal customers.

33% of Americans say they would contemplate switching companies after receiving poor service just once.

(Business Wire)

This customer service statistic further demonstrates how impatient consumers can be, and how easily they’re prepared to turn away. A single bad experience could ruin your image in their eyes, especially if you don’t respond and help them resolve it to their satisfaction. Investing in good customer service strategies can help you prevent this and keep your users happy.

67% of customers have hung up on an automated call system because they’re frustrated they can’t speak to live person.

(Glance)

CX statistics show that people dislike automated systems intensely. A robot can rarely provide a satisfying resolution to an angry customer. They give people the run-around, they’re frustrating to listen to, and they have the tendency to completely dehumanize the contact between your company and the customer.

Two-thirds of companies say better CX increases their revenue and profits.

(Relación Cliente)

According to the 2019 Global Customer Experience Benchmarking Report, most companies agree that CX is crucial for increasing revenue. However, these customer service facts also show that 55.8% of companies don’t yet have a clearly defined strategy for improving customer experience. While firms seem to be aware that things need to change, they are still unsure how to tackle these problems effectively. Hopefully our next few sections will give you an insight.

Business Customer Experience Stats

Only 30.4% of organisations have an executive responsible for the company’s CX.

(Dimension Data)

While 87.2% of organizations agree that CX helps achieve commercial success, not nearly enough companies actually customer experience experts to create effective strategies.

62.4% of companies want to improve their CX strategy to get ahead of competitors.

(Dimension Data)

When done right, CX can reduce costs, increase customer and employee satisfaction, and improve the relationship between business and consumer. While customer experience research shows 62.4% of businesses want to improve their strategies, 37.6% still have no immediate plans to make such changes.

(Dimension Data)

A multichannel approach to providing customer satisfaction all across the board is generally a good strategy for improving CX. Whether they’re shopping in a brick-and-mortar store, using their computer, or searching via their mobile phone, consumers should enjoy a smooth, effortless interaction with your business.

Only 8.4% of companies have established connections between all their channels.

(Dimension Data)

Customer experience statistics indicate that while omnichannel connection trends are on the rise, very few companies have implemented this solution. System integration issues and inconsistencies with data formats are the biggest challenges. Companies need to keep configuring their data and sharing intelligence between channels to cater to all groups.

62% of companies are investing in individual customer characteristics.

(Walker Info)

Brands have started doing more research into personalized customer experiences, and one of the top emerging trends is analyzing individual customer characteristics. The needs, challenges, and future direction of an individual consumer can provide a lot of insight into what they want to see from the brand.

58% of companies are investing in simplifying products and processes.

(Walker Info)

Customer statistics from this Walker survey indicate that simple, user-friendly products and processes help keep customers satisfied. Introducing a smooth procedure that won’t confuse your users while they make purchases and use your products is the key ingredient of success.

Turnover for customer service employees is 27% annually, the highest in the business world.

(Mercer)

Customer service is an important part of building a great experience for your user. As we’ve mentioned before, consumers hate using automated phone services and they prefer communicating with a human being. Unfortunately, customer service workers still face poor working conditions and the industry generally has an extremely high turnover rate. The importance of customer service cannot be overstated, so businesses that want to provide a better experience for their consumers need to employ highly trained workers who can stand up to the challenge.

54% of users contacted customer service via email in the past year.

(Forrester)

Emails are quick, easy to write, and most customers prefer them to other digital channels. The use of mobile devices is on the rise, so most people access their email accounts via their phones. They expect quick, detailed responses, so companies that want to improve service need to take these customer experience statistics into account.

29% of B2B customers are fully engaged with the companies they do business with.

(Gallup)

Given that B2B marketing often lags behind B2C, this number isn’t so surprising. It seems most customers have no emotional or psychological ties to the companies they deal with constantly, which points to a gaping flaw in marketing strategies. To fix this problem, one of the first things you should do is simplify your purchase process; make it as easy as possible for customers to get the product they need. The next step should be personalization. B2B customer experience statistics show that simply knowing who you’re doing business with and what their role is can be a great help when building better relationships with your audience.

Banking and Customer Experience

Even though almost 70% of all banking takes place online, 71% of all customers who part ways with a bank do so because of an in-person problem.

(Qualtrics)

Banks around the world have worked hard to improve their customer service, and this stat shows why. While most users seem perfectly satisfied with the ease of online transactions, this customer service study implies that going to a bank in person can be stressful. Banks understand this and are placing a bigger emphasis on customer service than ever before.

56% customers who are leaving their bank say the bank could change their mind.

(Qualtrics)

More than half (also 56%) of departing users say their bank made no effort to keep them when they said they were leaving. However, a disgruntled user can often be turned into a satisfied customer with a little effort. Banking customer service statistics imply that simply talking to users and asking them whether anything could be fixed is a great way to establish more trust and repair the relationship. Making a phone call or sending an email are two ways you can start communicating again.

Three-quarters of customers who leave their bank won’t tell the bank that they plan to go in advance.

(Qualtrics)

The most common reason this happens is because they don’t believe it will make any difference. Customer retention statistics from above show that this is far from true—you can keep your consumers as long as you establish open communication.

Customer Experience on Mobile Devices

63% percent of U.S. adults use mobile devices at least several times per month to seek customer support.

(Software Advice)

With so many mobile users in the world today, it’s no wonder consumers are relying on their favorite handheld devices to contact customer support.

People are 60% less likely to purchase from a brand after a negative mobile experience.

(Think With Google)

Customer service stats indicate that one of the most common complaints among users is that pages load too slowly. In fact, according to Google, mobile users abandon pages 53% of the time if they take longer than three seconds to load. Laggy websites can decrease your site traffic severely, so if you don’t want to keep losing leads you’ll have to invest in mobile optimization.

42% of customers have contacted a business via live chat on a mobile device.

(Software Advice)

Phone calls still take place, but other methods of communication are more frequent. Mobile customer experience stats tell us that live chat is one of the most popular options, as it enables users to resolve their problems quickly and easily. A lot of companies are investing resources into enabling 24/7 live chat on their websites.

90% of customers have had a negative experience trying to get support on a mobile device.

(Software Advice)

Despite the fact that most customer interactions happen on mobile devices these days, companies remain slow to adapt. Adaptability is important, and responsive web design is the key to making your customers happy. Statistics on customer service show that users want a fully optimized experience no matter what device they’re using. If you haven’t invested in better mobile design yet, now would be a great time to start.

78% of shoppers use smartphones during physical shopping.

(Think With Google)

Phones are important even during physical shopping for a large number of people. After all, we rarely part from our favorite devices. The best customer experience companies are aware of this fact and use it to their advantage. They know most consumers search for products online before going to check them out in a physical store, so they can enable a completely seamless experience for their audiences no matter where they are.

84% of companies that claim themselves to be customer-centric focus on users’ mobile experience.

(Dimension Data)

There are almost 5 billion phone users in the world today. This number increases every day, and as such mobile experience is becoming more and more important. This is yet another stat that highlights the importance of customer experience across all channels and devices.

Customer loyalty and expectations

87.2% of organisations agree that customer loyalty can relate directly to commercial success.

(Dimension Data)

Customers with strong brand loyalty are the main sources of consistent revenue for a lot of firms. Businesses agree that investing time and resources into making customers happy is the fastest way to become more successful.

Consumers are willing to spend 17% more with companies that deliver excellent service.

(Help Scout)

Satisfied customers are ready to put their money where their mouth is. Customer service statistics show that excellent service pays off because it builds trust with consumers and inspires them to make purchases more consistently.

84% of customers say they’re more likely to stick with a brand that treats them like a person, not a number.

(Salesforce)

Your consumers want to know they’re important to you. If they feel like they are nothing more than statistical data, they’re likely to take their business elsewhere. This is more of a challenge for large corporations because they have a harder time establishing genuine connections. If you want to form better relationships, pay attention to what your customers have to say.

95% of customers tell others about a bad experience, while 87% share good experiences.

(Zendesk)

Customer service statistics show that users tend to share their opinions with each other. On average, bad experiences leave a bigger impression, and disgruntled customers are more likely to tell their friends and leave scathing reviews. However, they’re almost as willing to talk about positives. Both good and bad reviews can spread far, so be careful how you present yourself to your audience.

For 70% of customers, understanding how they choose to use your products and services is extremely important.

(Salesforce)

Consumers don’t always use products and services the way you intend them to. Customer experience analysis shows you need to be ready to adjust things according to their expectations and have a greater understanding of why they use specific products in the way that suits them best.

59% of customers expect businesses to tailor their experience based on their past interactions.

(Salesforce)

Tracking customer purchase history is a great way to provide a more tailored experience and increase users’ engagement. When you know exactly what your customers want and offer it to them through email campaigns and targeted advertising, you’ll increase your chance of generating leads.

Customers who are loyal to a brand are seven times as likely to test an offering, five times as likely to buy from them again, and four times as likely to refer friends.

(Temkin)

Customer satisfaction statistics show that consumers who are loyal tend to repay good service with more purchases and referrals. They are also likely to participate in UX tests and surveys. In short, these are the people who will keep generating more business for you.

86% of U.S. adults will pay more for a superior customer experience.

(Oracle)

Most people have no trouble paying more if they get their money’s worth. The product isn’t the only thing they want when they enter a store—they want to enjoy the whole experience. This is particularly true in the retail industry, where shopping often takes on a form of ritual for a lot of customers.

89% of consumers take their business to a competitor after a negative customer experience.

(Oracle)

Customer service studies indicate that people are quick to abandon businesses if they feel slighted. They rarely wait around for long, so if you don’t immediately fix your mistakes and repair the relationship, they’ll turn to your competitors for better service.

68% of consumers say a friendly customer service operative is a primary factor in positive service experiences, while 62% believe the staff member’s knowledge and resourcefulness is crucial.

(Business Wire)

Person-to-person care is an important aspect of positive customer experience. Employing competent, pleasant individuals to help customers is one of the easiest ways to impress them and ensure they remain loyal.

86% of consumers who have an excellent customer experience are likely to repurchase from the same company.

(Experience Matters)

Customer satisfaction statistics also indicate that only 13% of those who’ve had a bad customer experience opt to purchase again from the same company. For the most part, customers expect you to meet most of their needs to earn their business, and disappointing them will inevitably drive them elsewhere.

96% of disgruntled customers don’t complain; 91% of them will just leave and never return.

(LinkedIn)

One of the main reasons customers never complain is because it takes too much effort, and in the end they don’t believe it will change anything. You need to let your audience know you’re willing to listen and change your ways if you want them to stick around.

Data protection and customer experience stats

69% of people believe businesses are at risk of being hacked or attacked by cybercriminals.

(PwC)

Data protection is a very important part of customer experience. Consumers are reluctant to deal with companies that are vulnerable to cyber attacks because their own personal information could easily be endangered. Investing in good cyber security is one way to show customers you’re willing to protect their info.

85% of consumers won’t do business with a company if they’re worried about that company’s security protocols.

(PwC)

The importance of customer relationship for your business is immense. Most consumers won’t even think about doing business with you if they have concerns about your security practices. Being unable to protect your firm from hackers and keep all your data safe is a surefire way to put potential leads off.

61% of shoppers have abandoned a purchase because there was no trust logo during the checkout process.

(Shopify)

Adding an SSL certificate to your website could significantly reduce shopping cart abandonment rates and get people to go through with their purchases. People are less likely to buy from you if no security logs are present, or if you use logos that they don’t recognize.

60% of small businesses go under after a cyber attack that results in data breach.

(Inc.)

Brand loyalty statistics show that it’s almost impossible to recover lost trust after a cyber attack. Consumers become furious, because not only has the company managed to compromise their personal information, but there’s nothing to suggest it won’t happen again in the future. Businesses are often forced to shut down due to the huge damage caused by hacks.

(Salesforce)

More companies need to take customer impact into consideration when handling sensitive data. Consumers believe many companies ask for too much personal information. They aren’t sure how and why it might be used in the future, so they are reluctant to share it out of fear it will be abused.

86% of people are more likely to trust businesses with their personal information if they explain how that information can provide a better experience.

(Salesforce)

Companies with great customer experience do their best to explain exactly why they need to collect personal information and how they intend to use it. Of course, this goes a long way toward establishing a better relationship and building trust between the business and the customer.

92% of customers are more likely to trust a business that lets them control exactly what personal information the company collects.

(Salesforce)

Don’t be afraid to give more control to consumers, especially when it comes to what kind of personal information you collect. As long as you give them the power, they’ll be more willing to trust you and share the details.

Conclusion

Delivering the right care is not just the right thing to do; it also makes sense from a business perspective. Hopefully our customer experience statistics have made it obvious why you need to dedicate your time to consumers in order to understand what they need. Once you figure out how to keep them happy, they’ll be much more eager to do business with you.

FAQ
What does CX stand for?

As you read through our list of customer service quotes and stats, you’ll notice this abbreviation appearing several times. It simply means customer experience.

Are customer experience and customer service the same thing?

They are not the same thing, but they are very closely related. Customer service is a part of CX, and it’s defined as the assistance and advice you get to better use a product or a service. Customer experience represents a consumer’s entire journey when they engage with a brand. From user experience when engaging with a website to the feeling they get when greeted by an employee in a brick-and-mortar store, it’s all CX.

How important is the customer experience?

As you can see by our customer engagement statistics, it’s very important. Your entire business can be defined by CX because it influences how consumers react to what you have to offer. It also plays a large part in keeping customers loyal to your brand. Loyal customers generally provide you with a constant revenue stream, so it’s definitely worth spending time and money to focus more on CX.

How does the customer experience impact the journey?

Customer journey is basically a map showing how your average consumer navigates your brand. It’s used to analyze behavior and predict shopping patterns, and to create a customer image that you can use to make better business decisions in the future. CX is a huge part of the customer journey because it represents the consumer’s reaction to what you have to offer. Enabling a smooth, fuss-free experience is the key to getting more conversions in the long run.

How to measure the customer experience?

There are several ways to measure CX. One is a net promoter score (NPS), where you offer a survey to your consumers and ask them how likely they are to promote your business to a friend. You can also use eCommerce statistics, customer effort score (CES), customer satisfaction (CSAT), and average handling time (AHT). You can also measure the churn rate to get an even better insight into what your consumers really think about your company.

What percentage of customers actually complain?

Only about 4% of customers actually take the effort to make a complaint when something goes wrong.

How does customer experience impact the company?

Customer impact on your company should be obvious; a satisfied customer will spread the good word about your business, while an unhappy customer will drive their peers away from you. Investing in CX can help you increase revenue and cut down on costs over time.

Who is the most important customer?

Paying customers are actually not your most important customers—your employees are. They are the front-line fighters who represent your business, and if they don’t understand your vision, they are unlikely to engage customers. Pay more attention to your employees and keep them happy if you want them to deliver effective sales pitches and increase revenue.

Sources

About the author

Julia A. is a writer at SmallBizGenius.net. With experience in both finance and marketing industries, she enjoys staying up to date with the current economic affairs and writing opinion pieces on the state of small businesses in America. As an avid reader, she spends most of her time poring over history books, fantasy novels, and old classics. Tech, finance, and marketing are her passions, and she’s a frequent contributor at various small business blogs.

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Judging by the Etsy buyer statistics, people have heartily embraced the online shopping model forced by the COVID-19 pandemic. As of 2020, Etsy has 1,209 employees. (Backlinko) We can get valuable insights by tracking workflow within a company. Etsy has been growing steadily over the past few years, and the growth was followed by an increase in the number of employees. The 2020 sales boom saw the workforce increase by 14.49%. These Etsy updated statistics do not include an additional 205 workers employed at Reverb, its daughter company. Most of the employees are based in the United States, but the company also has offices in Ireland, Germany, Canada, Australia, and more. Etsy Demographics Let’s take a closer look at the demographic stats and facts, as they provide insights into the target market for a product or service. Additionally, they can help identify new markets or assess the potential impact of changes in the economy or population on a business. By understanding the demographics of its customer base, a company can make better decisions about where to allocate its resources to maximize growth.  62% of Etsy’s sellers are from the United States. (Statista) Etsy seller statistics show the distribution of its sellers on a global level. As of June 2020, some 62% of Etsy's merchants were from the United States, while the remaining 38% come from other countries. The majority of them are from the UK (30%), followed by Canada (11%), Australia (7%), and  Germany (7%). Most of Etsy’s US sellers come from California (14%). (Statista) The figures from June 2020 indicate that 14 percent of the US Etsy sellers are located in California. During the measured period, Florida and Texas both contributed 7%, while Pennsylvania, North Carolina, and Washington had a 4% share of the total US seller market each. As of December 2020, 47.7% of Etsy employees were female. (Statista) We highly appreciate Etsy’s gender awareness and diversity politics, especially nowadays when women were only 5% of the CEOs appointed globally in 2020. Namely, the eCommerce giant has been trying to increase the number of women in leadership positions and on its Board of Directors. As of December 2020, 47.7 percent of its employees were female, along with 45.3% male workers and 7% that were classified as ‘other.’ Statistics on Etsy's global corporate demography indicate that the board positions are equally occupied by both males and females, with a 50-50% ratio.  In 2020, 81% of Etsy sellers identified as women. (Statista) (Etsy) The figures certainly show how one-sided the sellers’ market is, probably because women dominate the handmade arts & crafts niche. When it comes to Etsy users, statistics on the sellers used to favor women even more in the past. According to a report from 2015, as many as 86% of the sellers on the platform were female. 71% of Etsy sellers consider it important to grow their business sustainably and responsibly. (Etsy) Sustainability and value-driven manufacturing practices are essential to Etsy's community, as reflected in the items being sold on the site. This new approach to business resulted in self-organizing into online support groups. Nearly a quarter of Etsy sellers worldwide joined one of more than 10,000 Etsy Teams worldwide, where they can seek and provide support and collaboration opportunities.  97% of Etsy sellers run their shops from home. (Statista)  2020’s  Etsy statistics reveal that 97% of sellers run their shops from home. At the same time, 69% of respondents had started their Etsy shop as a way to supplement their income. For many Etsy sellers, their businesses are their primary source of income, and 69% of them consider their shop a business. More than half (55%) are multi-channel sellers.  Revenue and Sales Statistics Although Etsy's sale statistics recently didn't quite match the boom in 2020, the company is still going very strong. The pandemic has brought about a renewed interest in handmade and vintage items, increasing the platform’s popularity significantly in recent years. With a 25% seller share, Home & Living is the most popular category on Etsy. (Statista) Looking at the best-selling items on Etsy and their generated revenue, Statista compiled a list of the most popular categories among handmade Etsy sellers worldwide as of June 2020.  According to Etsy sales statistics by category, home and living is on the top of the list with a 25% seller share. This is followed by art and collectibles, which accounted for 21%, jewelry with 15%, and clothing with an 11% share.  The least popular group of products were pet supplies, electronics & accessories, and shoes, which accounted for only 1% of sellers each.  In 2020, Etsy was the eighth largest retail website in terms of online traffic. (Statista) The big dog among eCommerce websites, Amazon.com, had almost 3.68 billion visitors per month in 2020 followed by eBay.com with 1.01 billion visits on average each month. eBay, Rakuten, and Samsung also scored highly on the list.  With a monthly traffic average of 289.33 million visits, Etsy statistics had even top sellers jealous, contributing greatly to the platform’s huge revenue increase during that year. In 2020, Etsy generated $1.7 billion in total revenue. (Statista) The revenue of the online marketplace amounted to $1.7 billion in 2020, which represents a surge of more than 100 percent compared to the year before. Etsy had a market capitalization of $7.46 billion in 2019, just seven years after its official launch. According to industry experts, marketplace revenues (including sales listing and transaction fees), third-party payment processor fees, and seller service revenues are the company's main revenue streams.  Etsy’s annual net income in 2021 reached $493 million. (Statista) Looking at the Etsy sales statistics for 2021, there was a massive increase over the $349 million it made in 2020, which itself dwarfed 2019’s $95.89 million. The company is clearly doing something right, and at this rate, the future of eCommerce on the platform is looking very bright. Top sellers on Etsy earn $10,000 per year or more. (The Verge) Amid the many stories from Etsy's sellers regarding their earnings, the conclusion is that the most successful merchants earn $10,000 or more on the platform. Etsy shop statistics vary wildly between the various categories on the site, though. According to some top sellers, they get charged a flat 12% advertising fee that they cannot opt out of. This fee is 15% for other sellers, but that charge is optional.
By Danica Djokic · April 19,2022
Call centers are an inescapable element of running almost every customer-centric business. Regardless of whether you are offering a product or a service or using a call center to market them, you need to provide a line of communication with your customers.  Not all support and call centers actually require a phone line. Call center statistics show that the industry has moved online to a large degree, and many other trends are emerging as companies strive to provide a better customer experience.  Let’s see some of the most important stats about the call center industry in 2022. Call Center Industry Statistics - Key Findings The global market value of call centers is estimated to reach $496 billion by 2027. 87% of employees in call centers report high-stress levels at their job. The contact center software market will be worth $149.58 billion by 2030. Businesses lose approximately $75 billion yearly because of poor customer service. 35% of customers want customer support agents to help them resolve issues in one interaction. General Call Center Operation Statistics Call centers are an essential industry nowadays, especially as many people turn to customer support. After all, the world has made a significant shift toward performing most of its daily life online. So let's check some of the most important stats about this industry. The global market value of call centers is estimated to reach $496 billion by 2027. (Report Linker) Research suggests that the industry's value will keep increasing at a projected CAGR rate of 5.6% between 2020 and 2027. In-house call center solutions have a 5.5% projected growth rate during the same period, while outsourcing will grow by 5.9%. In 2020, US call centers accounted for 29.49% of the global call center market. (Report Linker) The overall global market was valued at $339.4 billion in 2020, with the US share at approximately $100.1 billion in 2020. Other notable markets worldwide were China, Japan, Canada, and Germany, all with strong growth estimates.  Almost a quarter of all call centers in the US made less than $250 million in 2020. (Statista) 24%, to be precise. 13% earned more than $25 billion. 4% made between $15 and $25 billion, while 19% earned anywhere from $5 to $15 billion, and another 19% made between $1 and $5 billion. The contact center software market will be worth $149.58 billion by 2030. (Grand View Research, Inc) According to call center statistics for software, the industry's market size is $28.09 billion in 2022, up from $23.9 billion in 2021. If it continues following the estimated CAGR of 23.2% between 2022 and 2030, it should reach a staggering $149.58 billion by 2030. In 2020, US call center businesses employed 2.83 million people. (Statista) The number of employees in the call center businesses grew steadily from 2014 when 2.51 million people worked in this industry. This trend changed in 2020, though, which saw a drop in the number of employees in the contact center industry compared to 2019’s 2.92 million. Businesses lose approximately $75 billion yearly because of poor customer service. (Forbes)  Based on research in NewVoiceMedia’s 2018 “Serial Switchers” report, Forbes announced in 2018 that many customers were abandoning companies due to poor customer service. Recent research conducted by Salesforce shows that 91% of customers will make another purchase at the same company after a good customer service experience.  In comparison, 70% said they would not buy a product from a company with long wait hours for customer support. If your company is struggling with similar issues, consider investing in call tracking software. Call Center Stats on Customer Satisfaction  Customer support is an essential part of providing a quality service, and companies need to pay close attention to customer satisfaction in this area. The following stats tell us more about customer preferences regarding call centers and support. 77% of customers appreciate proactive customer service. (Zippia) On top of wanting instant support, customers also expect customer representatives and sales reps to anticipate their needs and address them accordingly. Companies that can do that are much more popular with customers. 76% of customers prefer using different support channels depending on context. (Salesforce) According to the call center analysis by Salesforce, email is still the most popular customer support channel, followed by phone and in-person support. Online chat and mobile apps take fourth and fifth place, respectively. 78% of customers don’t like support agents that sound like they are reading from a script. (Zippia) Personalized sales and support communication has been the key for a while now. 52% of customers expect custom-tailored offers at all times, and 66% want the companies “to understand their unique needs and expectations.”  This is no small feat, especially for the largest call center companies serving thousands of customers. Ensuring your company uses good call center software is only half the battle. You’ll still need quality support agents who can convince your customers that their needs are important to your company. 50% of customers believe that the customer service and support from most companies need a major overhaul. (Salesforce) While half of the customers expect better customer support, 60% agree that companies need to improve their trustworthiness, and 55% think companies should work more on their environmental practices. Statistics show that companies focusing on “making the world a better place” always do well. Surprisingly, improving the product was ranked lower, as was using better technology and working on the overall business model. 35% of customers want customer support agents to help them resolve issues in one interaction. (Microsoft’s 2020 Report) Quick problem resolution should be one of the most important call center metrics. Over a third of customers in a Microsoft survey from 2019 said that resolving issues in one interaction should be a priority for the customer support team. 31% claimed that getting a knowledgeable agent is the most important, and 20% said that not having to repeat the same information is crucial. The latter seems like a growing problem, as more than half of customers felt that the departments providing support are not always in sync.  These are definitely the key call center metrics that every company should pay attention to. 92% of consumers hesitate when buying a product if it has no customer reviews. (Fan & Fuel) Worse still, 35% might not buy a product at all after reading just one negative review. According to Zendesk, word of mouth is also extremely powerful: 95% of customers will tell others about a bad experience, and 87% will share good ones.  Unfortunately, another survey shows that 79% of consumers who shared their poor online experience with customer support got ignored. Companies making this mistake should consider hiring a good reputation management service, as it will help improve their sales in the long run. Must-Know Information About Call Center Workers Despite the push toward automatization, live agents are still the pillars of any good customer support team. Here are some stats about the call center workforce. There were approximately 286,696 call center agents employed in the US in 2021. (Zippia) The majority of call centers are located in Texas, or more specifically in Dallas and Houston. The average age of a call center employee is 40 years. Furthermore, 67.2% of all agents are women, while 27.9% are men. 87% of employees in call centers report high stress levels at their job. (Cornell University) Handling customer requests every day is not an easy job. Customer support agents are typically the first line of defense against angry customers, leading to very alarming call center stress statistics. 80% of agents experience angry customers blaming them for things out of their control.  Undefined expectations, lack of incentives, and boredom with mundane, repetitive tasks cause agents to be miserable at work, which, in return, translates into poorer customer experience stats across the board. The average salary of a call center employee is $27,765 per year. (Zippia) Salaries for new agents start at around $20,000 per annum. Those of the 10% top-performing agents can go up to $36,000 or more. The turnover rate for call center agents is over 40% globally. (ICMI) (Mercer) When these call center turnover statistics are compared to the 22% average turnover rate across all industries in the US, it’s easy to see that job satisfaction levels in call centers are troublingly low. Companies need to look into ways of making the job less stressful for their employees and using modern technologies such as AI bots to help facilitate communication with customers. Call Center Technology Trends Good implementation of modern technologies is essential for improving call center statistics and metrics. Let’s check how big of a role software plays in customer support these days.   90% of businesses that use it find live chat software helpful for streamlining call center operations.  (Zippia) According to Zippia’s findings published in December 2021, 29% of all businesses and 61% of those in the B2B sector already use live chat software. 32% of businesses are implementing CRM systems to boost sales and enhance customer relationships. (Zippia) Customer Relationship Management software has an excellent track record of increasing customer engagement. Unfortunately, according to customer service and call center metrics, only a third of businesses make use of it currently. Considering that 31% of customer support teams think that their companies see their work as an expense rather than an opportunity to increase sales, this is not all that surprising. 87% of global organizations that implemented AI did so believing it would give them an advantage over the competition. (Statista) According to Statista, almost 90% of the organizations that implemented AI did so to keep up with the competition, while only 63% did so due to customer demand. Pressure to reduce costs was also a major factor (72%), along with the ability to move into new business spheres (78%). In 2020, 37% of all messages to brand social media accounts were related to customer service issues. (Sprout Social) (Statista) However, most messages (59%) were positive, as customers wished to express their happiness with an excellent experience they’ve had with the brand.  Call center statistics show that in 2020, 75% more customers used  Instagram to message businesses, while Facebook saw a 20% growth in this category. If you are considering implementing social media into customer support options, keep in mind that 18% of customers expect an immediate response; it might be worth investing in social media management tools to help your support team out.
By Vladana Donevski · April 11,2022

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