Franchise Facts and History - All You Need to Know

ByBojan Jovanovic
March 17,2022

Top Franchise Statistics: Editor’s Choice

  • Isaac M. Singer is the Godfather of the modern franchising model.
  • McDonald’s is the world’s biggest franchise with more than 38,000 restaurants.
  • A 50% of stake in Domino’s Pizza was once traded for a used VW Beetle.
  • Anytime Fitness has a gym in Antarctica.
  • There are 38 million ways to make a Subway sandwich.

History of Franchising

When did franchising actually start? There are many different interpretations about what constituted the earliest form of franchised operations. Some say it was during the 19th century, and others trace its origins to 200 AD. But the correct answer is the Middle Ages.

Back then European monarchies allowed noblemen and the church to manage lands that belonged to the Crown. They were charged with protecting the territory and collecting taxes. The nobles granted local farmers the right to use a piece of land in exchange for royalties. This is considered the first franchise operation in history.

Fast forward a few centuries and the world was adding another continent to the map that quickly became a brand new venue for business expansion. In the 1850’s, Isaac M. Singer was in the business of making sewing machines. He had a brilliant product but lacked capital for mass production. He devised a business model in which he sold licensing fees to people that wanted to sell the machines and teach others how to use them. Thus, the oldest franchise in the US was born, and others soon followed. 

You might’ve heard about Coca-Cola. In 1886, John S. Pemberton invented the now famous beverage and wanted to expand his business. Just like Singer before him, Pemberton licensed his drink to a select group of sellers. Coca-Cola quickly became the biggest franchise in the world, at least when it comes to fizzy drinks.

The real boom for the franchising industry came during the baby boom era. World War II was over, the world was getting back on its feet, and people needed lots of new products and services. This gave rise to a string of new franchises throughout the 1950s and 1960s, including one that would eventually morph into the biggest fast food chain in the world - McDonald’s.

One of the more interesting McDonald’s franchise facts relates to how it evolved from a humble burger stall to a chain of restaurants. The person credited for this success wasn’t one of the McDonald brothers but Raymond Albert Croc. 

Before stumbling onto McDonald’s, Croc was selling milkshake mixers. One day, he learned that his regular customers, the McDonald brothers, managed to use eight of his machines at the same time like a conveyor belt. Coincidentally, the brothers were looking to turn their business into a franchise. It was a match made in heaven, and just a few years later, there were 500 restaurants across the United States. Today, about 80% of all McDonald’s locations are franchises.

The Biggest Franchises of Today

Franchising today is bigger than ever. Some of the most popular products and places are part of global franchises. You can pick almost any random product in a convenience store, and there’s a good chance that it was produced by a franchise. As a matter of fact, it’s highly likely that the very store you’re browsing through is another franchise. 

Among those are some truly astonishing franchises and brands. Some of them have tens of thousands of locations and are as old as the US itself. 

McDonald’s is still the largest franchise in the world.

(Franchise Direct)

The world’s biggest franchising success story is more than 60 years old. McDonald’s now has more than 38,000 locations worldwide and employs nearly two million people. In an effort to meet the needs of customers, the food franchise is evolving by investing in tech. In 2019 alone, the company struck a $300 million acquisition deal with a personalization and decision logic technology firm. That was followed by the purchase of stakes in several companies that develop mobile apps, mobile payment systems, and even artificial intelligence.

Subway has more locations than McDonald’s.

(Business Insider)

There are more than 41,000 Subway restaurants in the world. That means that the company opened, on average, two new restaurants every day since it was founded in 1965. The company also sells 7.6 million sandwiches every day.

7-Eleven owns more than 71,000 units.

(TBSeFM News)

McDonald’s might be the most popular franchise, but the top spot for the number of locations goes to the retail chain 7-Eleven. The company recently opened its 71,100th store, which is located in South Korea's capital, Seoul. 7-Eleven has stores in 17 countries across the globe

The Hertz Corporation operates in more countries than any other franchise. Its offices are located in 150 states across the globe.

(Franchise Direct)

Founded in Chicago in 1918, this car rental franchise is now present on all continents with more than 10,000 units. It was originally known as Rent-A-Car Inc. with a humble offering of just a dozen Model T Fords.

By opening 516 properties throughout 2019, Marriott International retained its place at the top of the hotel industry.

(Franchise Direct)

One of the more important franchise facts about the hotel industry involves Marriott International. This hotelier spent the last seven years at the top of that industry. Throughout 2019, the company signed 815 hotel deals.  

The Philadelphia Phillies are the oldest one-city, one-name sports franchises in the US.

(Wikipedia)

This professional baseball team was founded in 1883 and has been playing in the National League ever since. It has never changed its name or the city where it’s located, a very unique characteristic for a sports franchise.

Anytime Fitness is the first franchise represented on seven continents.

(Franchise Direct)

It may not be considered the best franchise in the fitness industry, but Anytime Fitness has really gone somewhere nobody else dared to go. To Antarctica. Just because there’s too much ice, doesn’t mean the company's growth has to stop. By opening a studio on the cruise ship Magellan Explorer, the franchise owners can say they have the coolest gym in the world.

(Franchise Direct)

The surest thing in the franchise business is a food and beverage franchise. People may not need to rent a car every day, but they’ll always need to eat.

Franchise fun facts

Every business has a story, and franchises are no different. Some of the more unusual stories come from businesses that became part of the franchising industry. And, like any business, a franchise will need to adapt to overcome hurdles along the way, more often than not influencing its competitors to do the same. From name changes and recipe changes to the most outlandish events in modern business, here are some statistics and very unusual facts about franchising.

  • There are more than 750,000 franchises in the United States alone.
  • Franchises in the US provide employment to more than 8 million people.
  • Of all franchise workers in the US, 50% are employed by quick service restaurants.
  • The McDonald’s golden arches logo isn’t the same everywhere. In Israel’s Tel Aviv, the traditional yellow and red logo was trumped by the blue and white of the Isareli flag to distinguish its kosher restaurants. In Sedona, Arizona, the arches are turquoise to blend in with the local landscape. And in Russia, both the name of the company and its products are written in Cyrilic. 
  • Not only is McDonald’s the largest franchise, it’s very versatile. This fast food franchise adapts its menu to the tastes of different countries. If you visit a McDonald’s restaurant in Japan, you’ll be able to find at least 50 items on the menu unique to this country. At one point, those restaurants offered black burgers that were supposedly delicious despite the unappetizing look.
  • The urban legend about Coca-Cola containing cocaine is real. The original formula that the company founder’s came up with contained two medicinal ingredients: coca leaf extract and kola nuts. It’s difficult to say how much cocaine was used in the formulation of the fizzy drink in the early days. After 1904, the company started using so-called spent leaves that only contain traces of cocaine. Coca-Cola eventually switched to cocaine-free coca leaf extract.   
  • A well known franchise fact is that a name change can lead to better business. 7-Eleven used to be called Tote’m because some of their stores had Alaskan totem poles at the entrance. The name was changed when the company introduced a new working schedule from 7 a.m. to 11 p.m., seven days per week.
  • The founders of Pizza Hut, Dan and Frank Carney, chose that name because they couldn’t afford more letters for the restaurant’s sign. Some still wonder what the name of the famous pizza place would have been if the founders had more than $600 in their pocket.
  • Some of the Subway franchise facts are quite remarkable. The famous BMT sandwich got its name from the Brooklyn-Manhattan transit system. The company once hosted a fashion show, all of the Subway locations smell the same, and there are 38 million combinations to make a sandwich.
  • Taco Bell was the first fast food restaurant chain offering food certified by the American Vegetarian Association. The company got its certificate in 2015, and now there is a dedicated vegetarian menu available.
  • You can order a burger in more than 250,000 ways at Five Guys. There are that many topping combinations and add-ons.
  • Speaking of Five Guys franchise facts, did you know that former US president Barack Obama is a big fan? In 2011, he was spotted at several Five Guys locations in Washington, DC, ordering lunch for himself and his colleagues.
  • A lot of people have a sweet tooth, especially for doughnuts. Dunkin’ Donuts, for example, serves 3 million customers a day, many of which are subscribers to the company’s coffee delivery service.
  • Since it was founded in 1945, Baskin-Robbins expanded its initial offering of 31 ice cream flavors to more than 1,000. Vanilla is still among the most popular choices.
  • Another interesting franchise statistic was recorded in 2013, when Friendly’s Ice Cream served  794 people at its headquarters. The event made it into the Guinness Book of Records as the “world’s biggest dessert party”.
  • James Monaghan, one of the brothers that founded Domino’s Pizza, could’ve been a millionaire. Instead, he gave his 50% stake in the company to his brother in exchange for a used Volkswagen Beetle. 
  • Kentucky Fried Chicken founder Harland Sanders used to practice law and deliver babies, among many other odd jobs he had before becoming a franchise owner.
  • On the healthier side of franchising facts, Gold’s Gym was among the first companies in the fitness industry to become a franchise. But it wasn’t the original owner Joe Gold that turned it into a corporation we know today. Thanks to Ken Sprague, and later Peter Grymkowsy, the failing business turned a profit, expanding into a franchise with 500+ locations.
  • Steve Kuhnau founded Smoothie King when he concocted a drink that even lactose-intolerant people can enjoy. He named it smoothie.
  • Martha Matilda Harper was not only the first woman in the franchise business, but her hairdressing business was the first commercial franchise of its kind. Each of the salons were run by a woman, and Harper ended up opening 500 locations across the country.

 

Frequently Asked Questions
How much money do you make owning a franchise?

There are many factors that determine how much money you’ll be able to make from taking up a franchise. So far, the food and beverage business has shown to have the highest potential for turning a profit, with an average annual income of $120,000. It also helps if you own multiple units. The initial investment might be higher, but so will your franchise revenue.

What are the top 10 franchises?

Here’s a franchise fun fact: the list of top franchises is heavily dominated by fast food chains. Among those are McDonald’s, KFC, Pizza Hut, Burger King, Domino’s Pizza, Dunkin’ Donuts, and Subway.

What is the most successful franchise to own?

The food and beverage industry is by far one of the best industries for franchises. The investment doesn’t have to be big. Daily running costs are lower than in other industries, while the turnover is undoubtedly the best.

What are 3 advantages of a franchise?

There are many advantages to having a franchise. It’s a proven recipe for growth and offers a source of capital with investors more likely to invest into a franchise establishment than smaller  businesses. A franchise also offers a way to overcome great distances. These franchise facts have helped many in the business world make money.

Sources

More from blog

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These statistics will provide the answers.  With 33% of all coffee produced, Brazil is the largest coffee bean producer globally.  (Statista) Overall, about 50 countries worldwide produce coffee. Brazil takes first place by producing nearly a third of all coffee - about 69 million 60-kilogram bags. It’s followed closely by Vietnam, which produces almost 29 million bags annually. Even though coffee originated in Africa, this continent contributes only 12% to the world’s total production. Small farmers still produce 60% of the world’s coffee. (Carto.com) Considering how popular coffee is, you might expect that growing it is a fully mechanized process that takes place on vast plantations. However, the reality is that only 21% of all coffee is produced on farms more than 50 hectares in size. The majority of producers still pick coffee by hand in an intensive, once-a-year harvest.  Global coffee consumption increased 2% between 2019 and 2021. (International Coffee Organization)  On the other hand, the production went slightly downward in the same period, which led to minimizing the gap between production and consumption to 1.2 million bags.  By 2030, global coffee consumption is expected to grow by one-third. (Bloomberg) The estimates show that by 2030, the world will need an additional 200 million bags to keep up with the growing demand. The main causes of this growth are the expected wage growth and increase in population.  In 2020, 15 countries accounted for 76.4% of all coffee imports.  (World’s Top Exports) The five countries that import the most coffee are the US, Germany, France, Italy, and Canada. In 2020, these countries imported 47.7% of the worldwide total. Between 2019 and 2020, Germany increased its import volume by 9.4%, while Italy and the US reduced it by 7.5% and 2.8%, respectively. 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By Vladana Donevski · May 10,2022
Anyone who has ever been on a hunt for unique handmade items, vintage treasures, and local artisan products has most likely heard about Etsy. This creative online marketplace started out in 2005 as a project by a group of enthusiasts from Brooklyn, New York. Etsy has soon become an online refuge for artists and artisans from all over the world.  The platform has grown into a $33.75 billion business from very humble beginnings. If you're interested in learning more about this eCommerce giant and its journey to the top, check out our Etsy statistics below.   Top Etsy Statistics: Editor’s Choice With a market cap of over $17 billion, Etsy is the 12th largest online marketplace globally. Etsy’s annual net income in 2021 reached $493 million. As of 2020, Etsy has 1,209 employees. 97% of Etsy sellers run their shops from home. 62% of sellers on Etsy are from the United States. In 2020, 81% of Etsy sellers identified as women. With a 25% seller share, Home & Living is the most popular category on Etsy. 71% of Etsy sellers consider it important to grow their business sustainably and responsibly. General Etsy Stats To better understand this eCommerce platform and its users, we've compiled a list of some general Etsy statistics. Read below to learn about the number of active buyers and sellers, the revenue Etsy has generated over the years, and the best-seller categories of products available for sale. With a market cap of over $17 billion, Etsy is the 12th largest online marketplace globally. (CompaniesMarketCap) With a market cap of $17.90b as of March 2022, Etsy scores above JD Health, Zalando, and Rakuten, to name a few prominent companies.  Etsy traffic statistics have increased majorly during 2020, boosting profits significantly. Nevertheless, the market is still dominated by eCommerce giants such as Amazon, Alibaba, Meituan, Jingdong, and Shopify. 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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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