When it comes to winning and maintaining loyal customers, the data doesn’t lie. Customer service statistics consistently demonstrate how emotions and expectations play a decisive role in where consumers choose to spend their money.
While poor customer service erodes trust and drives customers away from your brand, exceptional customer service creates lasting connections and repeat buyers. In a competitive marketplace, customer experience is not just part of the customer journey; it’s often the deciding factor.
Why is customer service important?
In ecommerce, customer service isn’t just an ancillary support function. Efficient and thoughtful customer service strategies promote steady growth and help retain existing customers. The latest customer service statistics suggest that every interaction between consumers and customer service representatives (or AI chatbots) shapes brand perception, for better or worse.
When consumers have positive experiences, they’re more likely to associate higher prices with better quality and rely on emotional value to justify their purchasing decisions. For example, customer service statistics show that ecommerce shoppers will choose to repurchase from a brand that quickly resolves shipping issues or offers personalized support, even if competitors offer similar products at a lower price.
Customer service has become so vital—particularly for ecommerce but also across other industries—that the customer experience management market is quickly expanding. Customer expectations primarily fuel this growth for faster, more personalized service.
33 customer service statistics
- Customer satisfaction statistics
- Brand loyalty statistics
- Omnichannel communication statistics
- Connection statistics
- Customer expectations statistics
- Personalization statistics
- AI usage statistics
- Chatbot usage statistics
- Social media statistics
- Speed statistics
- Revenue statistics
The following important customer service statistics reveal what matters most to your customers and how excellent customer service can set your brand apart:
Customer satisfaction statistics
Customer satisfaction—how content a consumer is with your services and products—is a meaningful data point in predicting long-term business success. Research confirms that consumers will pay more for brands that guarantee a positive customer service experience, demonstrating how central customer service is to consumers today.
These customer satisfaction statistics demonstrate how customer service translates to customer loyalty and business growth:
1. According to customer service research by Shep Hyken, more than 59% of consumers believe great customer service is more important than product price.
2. In the same report by Hyken, 83% of consumers surveyed say they trust a company or brand more if they provide an excellent customer experience.
3. Customer-obsessed organizations report 51% better customer retention than non-customer-obsessed organizations, according toresearch by Forrester.
4. 70% of consumers say that if the company doesn’t provide good customer service, they’ll find a different company to do business with, according toresearch by Shep Hyken.
5. According to a report by PwC, 42% of consumers will pay more for a friendly, welcoming customer experience, and 32% will leave a brand they love after just one bad experience.
Brand loyalty statistics
Brand loyalty—when a customer feels a strong attachment to your company—is built through consistent and reliable customer service. These customer service statistics show the impact that it can have, positive or negative, on customer retention and brand reputation:
6. According to a report by Coveo, 56% of consumers say they rarely or never complain about a negative customer service experience. They simply pivot to another brand.
7. According to research by Shep Hyken, 81% of customers would consider returning to a company if they actively sought to make amends after a negative customer experience.
Omnichannel communication statistics
Your customers don’t stick to one platform—they move between your brand’s website, apps, and social media. Omnichannel communication helps you maintain consistency wherever they are. The same principle applies to customer service. These omnichannel communication statistics reveal customer expectations for a connected experience, and the difficulty for businesses to deliver in this area:
8. In a study by CCW Digital and Sprinklr, customer service leaders report that correcting disconnected experiences was a top challenge. Only 22% reported completely unified customer data across customer service touchpoints.
9. The same study by CCW Digital and Sprinklr found that 62% of leaders recognize their messaging does not match across channels, from differing information, various levels of customer service, or not staying true to their brand voice.
10. According to a report by Genesys, 97% of consumers say it’s important to be able to transition seamlessly from one channel to another without having to repeat information.
11. Sixty-two percent of customers want the opportunity to engage with brands across multiple digital channels, a Forrester survey found, and 77% of consumers want a company’s internal teams to communicate so they don’t have to repeat themselves for customer service.
Connection statistics
When you take the time to build authentic relationships and rapport, customers feel valued and understood and are more likely to become loyal to your brand. These customer service statistics show the importance of human connection, beyond simply resolving issues:
12. Gartner predicts that by 2026, about 75% of consumers calling in to customer service may not have a critical issue, but will call in simply because they feel lonely.
13. According to a study by Higher Logic, 83% of consumers say they would use a community forum if it were available for self-service support.
14. A survey by Forrester Research found that 75% of consumers find value in interacting with other customers in a brand’s online community.
15. The same survey by Forrester found that 75% of consumers prefer an authentic human voice over a stale or insincere brand message.
16. The Forrester survey also found that 68% of customers are more likely to spend money with a brand they feel understands them and treats them like individuals.
Customer expectations statistics
Consumers today expect more than basic customer support. These customer service statistics reveal details about current customer expectations, so you can surpass the level of service that your customers expect and deliver an exceptional customer experience:
17. According to a survey by McKinsey & Company, respondents of all ages say live phone conversations were their preferred method for connecting with customer support. Even 71% of Gen Z are likely to reach out to customer support via a live phone call.
18. According to customer service research by Shep Hyken, 81% of consumers would switch to a different company if they thought it offered a better customer experience.
Personalization statistics
Customer service statistics about personalization show that customers are more engaged when brands tailor the customer experience to their unique needs and preferences:
19. According to a report by Deloitte, brands that excel at personalization are 48% more likely to exceed their revenue goals and 71% more likely to report improved customer loyalty.
20. In 2024, brands planned to increase their spending on personalization by an average of 29%, according to the same report by Deloitte.
AI usage statistics
AI is reshaping the possibilities, creating both customer service advantages and challenges. Service statistics about the use of AI reveal a crucial tension: while automation can streamline processes and improve efficiency, it can’t replace human connection:
21. In fact, a study by Katana found that 21% of men and 37% of women say they’re uncomfortable sharing personal data with AI chatbots.
22. The same study by Katana found that 49% of customers prefer talking to a live human over an AI chatbot when seeking customer support.
Chatbot usage statistics
Similar to AI, chatbots can offer quick and automated support that improves customer service while saving time and resources. These chatbot usage statistics highlight their impact and effectiveness:
23. According to IBM, chatbots can handle 80% of routine tasks and customer questions.
24. Shopify Inbox, a free messaging tool that lets you chat with customers as they shop, saw 17% of pre-purchase conversations turn into sales in November 2023.
25. 70% of Shopify Inbox conversations are with customers making a purchasing decision. Additionally, Shopify Inbox’s new product cards improve live chat conversion rate from 21% to 23.5%.
Social media statistics
Customers use social channels for support and expect quick responses on the platforms:
26. 73% of social media users say that if a brand doesn’t respond on social media, they’ll buy from a competitor, according to a report by Sprout Social.
27. The same report found that more than 75% of customers expect to receive a response on social media within 24 hours.
Speed statistics
Customers expect speedy customer service, and delays can harm the overall customer experience:
28. A study by Forrester Research found that the most commonly noted quality of customers’ favorite brands was prompt response to questions with personalized and helpful answers. 75% of respondents associate promptness with their favorite brands.
29. Nearly two-thirds of US adults believe the most important way a brand can deliver a good customer experience is by valuing their time, according to the same Forrester study.
30. According to a survey by HubSpot, 60% of respondents say that quick responses from representatives is the top customer service factor for repeat purchases.
Revenue statistics
Customer service statistics regarding revenue reveal that service quality can drive sales growth or cause significant losses:
31. A business can increase its revenue by 4% to 8% above its market average if it excels in customer experience, an analysis by Bain & Company found.
32. A study by the Qualtrics XM Institute found that poor customer experiences put an estimated $3.7 trillion of sales at risk in 2024.
33. According to research by Forrester, customer-obsessed organizations report 41% faster revenue growth than organizations without the same focus on customer service.
Customer service statistics FAQ
What are the five key performance indicators for customer service?
Five relevant KPIs for customer service are customer satisfaction score (CSAT), Net Promoter Score (NPS), first contact resolution (FCR), average resolution time (ART), and customer effort score (CES). Analyzing these metrics helps measure how effective and efficient you are at providing customer service.
What are the five main elements of customer service?
Responsiveness, empathy, knowledge, accountability, and consistency are five crucial elements of excellent customer service. Many other elements and skills can enhance the customer experience, depending on your business type and audience.
What are the four Ps that improve customer service?
Promptness, politeness, professionalism, and personalization are the four Ps that improve customer service.
