20 Important Customer Experience Statistics for 2012

Organizations that deliver an enhanced customer experience are thriving. It is no coincidence that industry leaders such as Zappos, Apple, and Amazon are also leaders in customer service.

A superior experience generates return customers and diehard loyalty. In this age of social media, brand advocates spread the word like wildfire, attracting hordes of new customers on a limited advertising budget. Combined with the fact that 86% of consumers will pay more for a better experience, it’s clear why these organizations continue to achieve record profits.

Keep these 20 Customer Experience Statistics in mind as we embark on Q2. If you can, measure your results and let us know what worked for your business.

1. 40% of organizations cite ‘complexity’ as the greatest barrier to improving multichannel customer experience, overtaking ‘organizational structure’ since 2010.

Source: Econsultancy MultiChannel Customer Experience Report


2. Only 37% of brands received good or excellent customer experience index scores this year. 64% of brands got a rating of “OK,” “poor,” or “very poor” from their customers.

Source: Forrester’s Customer Experience Index, 2012


3. RyanAir received less than 1 complain per 1,000 passengers in January 2012. It answered 99% of complaints within 7 business days.

Source: RyanAir Customer Service Stats


4. Poor customer experiences result in an estimated $83 Billion loss by US enterprises each year because of defections and abandoned purchases.

Source: Parature Customer Service Blog


5. Just 47% of US contact centers reward their agents based on customer satisfaction ratings.

Source: The US Contact Contact Center Decision Maker’s Guide 2012


6. 50% of smartphone users would prefer to use a mobile customer service application to try to resolve their customer service issue before calling into the contact center.

Source: SpeechCycle and Echo Research Study


7. Customers who engage with companies over social media spend 20% to 40% more money with those companies than other customers.

Source: Bain & Company Report – Putting Social Media to Work


8. 89% of consumers began doing business with a competitor following a poor customer experience.

Source: RightNow Customer Experience Impact Report 2011


9. 84% of US adults who have conducted an online transaction through a mobile device in the last year report experiencing a problem.

Source: Tealeaf Mobile Transaction Research Report 2011


10. Customer power has grown, as 73% of firms trust recommendations from friends and family, while only 19% trust direct mail (from Forrester report “Consumer “Ad-itudes” Stay Strong”).

Source: Forrester Research Blog


11. The verticals with the lowest percentage of calls that are complaints are entertainment / leisure (1.7%) and manufacturing (2%).

Source: The US Contact Contact Center Decision Maker’s Guide 2012


12. Over 60% of customer service managers select customer satisfaction as the key metric for determining the success of their support organization. Secondary priorities include first call resolution, average handle time, and wait time.

Source: Ovum Customer Service Experience Whitepaper


13. $289 – Average annual value of each customer relationship lost to a competitor or abandoned.

Source: Genesys Report – The Cost of Poor Customer Service


14. 63% percent of online adults are less likely to buy from the same company via other purchase channels if they experienced a problem with a transaction on their mobile phones.

Source: Tealeaf Mobile Transaction Research Report 2011


15. 86% of consumers will pay more for a better customer experience.

Source: RightNow Customer Experience Impact Report 2011


16. Only 26% of companies have a well-developed strategy in place for improving customer experience.

Source: Econsultancy MultiChannel Customer Experience Report


17. 50% of consumers give a brand only one week to respond to a question before they stop doing business with them.

Source: RightNow Customer Experience Impact Report 2011


18. 18% of US smartphone users would consider switching providers immediately after an initial poor customer service experience.

Source: SpeechCycle and Echo Research Study


19. 24% of consumers who had unsatisfactory service interactions shared their experiences through social networks in 2010, a 50% increase over 2009.

Forrester Technographics Customer Experience Online Survey


20. US consumers prefer to resolve their customers service issues using the telephone (90%), face to face (75%), company website or email (67%), online chat (47%), text message (22%), social networking site (22%).

America Express 2011 Global Customer Service Barometer

 

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