150+ Revealing Customer Service Statistics for 2022

Customer Service | 15 minute read

Customer service expectations continue to increase, and only the best businesses keep up. The statistics show that superior customer experiences generate more return customers, increased loyalty, and higher profits.

Here’s a comprehensive list of the most important customer service statistics you need to know in 2022. These stats cover everything from interaction channel preferences, customer expectations, and attitudes towards the current state of customer service to guide your strategy moving forward.

Statistics that Demonstrate the Value of Good Customer Service

A customer evangelist or promoter has a lifetime value 600 – 1,400% higher than a detractor.
Source: Bain&Co

Across the globe, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand.
Source: Microsoft

As little as a 5% lift in customer retention can produce 25% more profits.
Source: Bain&Co

64% of people find customer experience more important than price when making a purchase.
Source: Gartner

If a company’s customer service is normally excellent, 78% of consumers will do business with them again after a mistake.
Source: Salesforce Research

52% of consumers say they have made an additional purchase from a company after a positive customer service experience.
Source: Dimensional Research

Americans will pay 17% more to do business with firms with great reputations in customer service.
Source: American Express

Companies that excel at customer experience delivery have revenues 4% to 8% higher than the rest of their market.
Source: Bain&Co

68% of customers say they will pay more for products and services from brands known to offer good customer service.
Source: HubSpot

93% of customers say they are more likely to purchase again from companies that provide excellent customer service.
Source: Hubspot

Consumers who rate a company’s service as “good” are 38% more likely to recommend that company.
Source: Qualtrics XM Institute

83% of customers agree that they feel more loyal to brands that respond and resolve their complaints.
Source: Khoros

70% of the customer’s journey is based on how they feel treated.
Source: McKinsey

Reducing your customer defection rate by 5% can increase profits by 25 to 125%.
Source: Leading on the Edge of Chaos, Emmet Murphy and Mark Murphy

62% of organizations view customer experience provided through contact centers as a competitive differentiator.
Source: Deloitte: Contact Center Survey

Increasing customer retention by just 2% has a similar impact as decreasing costs by 10%.
Source: Leading on the Edge of Chaos, Emmet Murphy and Mark Murphy

On average, a 1% improvement in First Call Resolution (F.C.R.) will result in a $276,000 reduction in annual operational costs.
Source: Bluewolf

First Call Resolution (FCR) statistics

Companies that prioritize providing a great experience saw a 10-15% increase in revenue and a 20% increase in customer satisfaction.
Source: McKinsey

Customers will spend up to 40% more with a company when satisfied with its customer service.
Source: Bain & Company

86% of customers are happy to pay more for a better experience, but only 1% think that businesses meet their expectations consistently.
Source: Forbes

$62 billion is lost by U.S. businesses each year following bad customer experiences.
Source: New Voice Media

40% of consumers start buying from a competitor because they hear about their reputation for excellent customer service.
Source: Zendesk


Statistics that Show the Impact of Poor Customer Service

Acquiring new customers costs between 5 and 25 times more than retaining existing customers.
Source: Harvard Business Review

42% of Americans will stop shopping with a brand after only two bad experiences.
Source: Vision Critical

54% of people shared their bad customer service experiences with more than five people.
Source: Zendesk

33% of customers say they would consider switching brands after just one bad customer service experience.
Source: American Express

The average American tells 15 people when they’ve had a poor customer service experience.
Source: American Express

Men tell the most people (21 people) when they have had a poor customer service experience.
Source: American Express

On average, women tell about ten people when they have had a poor customer service experience.
Source: American Express

91% of customers unhappy with a brand will just leave without complaining.
Source: Kolsky

78% of customers have backed out of buying due to a poor customer experience.
Source: Glance

47% of consumers have switched to a different brand due to bad customer service within the last year. Microsoft

After a bad customer service experience, 39% of customers will avoid a company for the next two years.
Source: Dimensional Research

It can take up to twelve positive customer experiences to make up for one bad experience.
Source: Business Insider

Only 20% of consumers will forgive a bad experience at a company whose customer service they rate as “very poor.” Qualtrics XM Institute

Nearly 80% will forgive a bad experience if they rate the service team as “very good.”)
Source: Qualtrics XM Institute

Only 1 in 26 customers will tell a business about their negative experience; the other 25 will simply leave without explaining or complaining.
Source: Esteban Kolsky

Feeling unappreciated by a company is the #1 reason customers switch brands.
Source: New Voice Media


The State of Customer Service in Statistics

89% of consumers have switched to doing business with a competitor following a poor customer experience. Harris Interactive

52% of all customer service engagements around the world in 2017 began online.
Source: Microsoft

67% of people worldwide believe that customer service is improving as a whole.
Source: Microsoft

In 2017, 64% of Americans contacted some form of customer service.
Source: Statista

81% of Americans report that businesses either meet or exceed their expectations in customer service.
Source: American Express

46% of decision-makers expect their contact centers to grow between 5%-10% over the next year. 14% of contact center leaders predict growth of more than 10%.
Source: Forrester

80% of companies use customer satisfaction scores to analyze customer experience and improve it.
Source: Harvard Business Review

The customer experience management market worldwide is worth as much as $7.6 billion in 2020, up 16.9% from $6.5 billion in 2019.
Source: Grand View Research

53% of shoppers believe their feedback doesn’t go to anyone who can act on it.
Source: Microsoft

More than 89% of companies see customer experience as a key factor in driving customer loyalty and retention.
Source: invesp


Statistics on Customer Expectations of Service

33% of people consider the most important aspect of good customer service to be having their problem solved in a single interaction, regardless of how long it takes.
Source: Statista

59% of customers believe that companies should offer cutting-edge digital experiences.
Source: Salesforce

Globally, 54% of all consumers say that they have higher customer service expectations than one year ago.
Source: Microsoft

48% of consumers expect specialized treatment for being a good customer.
Source: Accenture

52% of people around the globe believe that companies need to take action on feedback provided by their customers.
Source: Microsoft

72% of consumers say that they expect customer service agents to “know who they are, what they have purchased, and have insights into their previous engagements.”
Source: Microsoft

77% of consumers view a brand more favorably when they proactively ask for and collect customer feedback.
Source: Microsoft

68% of customers believe the key to great customer service is a polite customer service representative.
Source: American Express

Service insight and knowledge are also key to a good experience, according to 62% of consumers.
Source: American Express

67% of customer churn could be prevented if companies resolve problems the first time they happen.
Source: Ameyo

12% of Americans rate their number one frustration with customer service as “lack of speed.”
Source: Statista

A customer is four times more likely to switch to a competitor if the problem they’re having is service-based.
Source: Bain and Company

27% of Americans report “lack of effectiveness” as their number one frustration with customer service.
Source: Statista

72% of consumers see explaining their problem to multiple people as poor customer service.
Source: Dimensional Research

90% of consumers expect an online portal for customer service.
Source: Microsoft

79% of millennials are more inclined to buy from brands with a mobile-responsive customer support portal.
Source: Microsoft

90% of consumers worldwide consider issue resolution their most crucial customer service concern.
Source: KPMG

71% of consumers under the age of 24 think that a fast response from the customer support team can significantly improve their customer experience.
Source: Comm100

80% of customers say a company’s customer experience is just as important as its products or services.
Source: Salesforce

33% of consumers would recommend a brand that provides a quick but ineffective response.
Source: Nielsen-McKinsey

Only 17% of consumers will recommend a brand that provides a slow but effective solution.
Source: Nielsen-McKinsey

72% of customers say that explaining their problems to multiple people is poor customer service.
Source: Dimensional Research

70% of people favor brands that proactively notify customers about service interruptions or potential issues.
Source: Microsoft

82% of customers expect to solve complex problems by talking to one person.
Source: Salesforce


Customer Service Statistics About Artificial Intelligence and Automation

High-performing service teams are 3.2 times more likely than underperformers to have a defined A.I. strategy.
Source: Salesforce

51% of agents without A.I. say they spend most of their time on mundane tasks, versus 34% of agents with A.I.
Source: Salesforce

More financial services firms have adopted A.I., with 41% using some form of A.I. compared to other sectors. For example, only 13% of education institutions are using A.I.
Source: Salesforce

Only 9% of governments use A.I. chatbots compared to 42% of media and communications companies.
Source: Salesforce

The travel and hospitality industry expects the use of Artificial Intelligence tools in customer interactions to grow 187% over the next two years.
Source: Salesforce

Ameyo estimated that by 2020, 85% of customer service interactions will be automated.
Source: Ameyo

30% of U.S. consumers rate chatbot interactions as “very effective” in dealing with customer support problems.
Source: Microsoft

37% of customers report using a chatbot on a website.  Nearly that many again have used a virtual agent or chatbot on their smartphone.
Source: Forrester

More than 50% of customers say the main reason they can’t resolve an issue on their own is there is not enough information available online.
Source: Microsoft

30% of consumers say not reaching a real human is the most frustrating part of a bad customer service experience.
Source: Microsoft

77% of consumers report having used a self-service support portal.
Source: Microsoft

Only 12% of Americans say they cannot find the information they need in self-service portals.
Source: Microsoft

American consumers do not find bots effective, with 40% relying on other channels to reach out to service teams.
Source: Microsoft

75% of consumers will still choose to interact with a real person even as the technology for automated solutions improves.
Source: PwC

69% of high-performing service agents actively look for situations to use Artificial Intelligence compared to only 39% of underperformers.
Source: Salesforce

34% of sales and marketing leaders believe that artificial intelligence will cause the biggest improvement in customer experience.
Source: Oracle

A.I. augmentation will create $2.29 trillion of value by 2021. That is equal to 6.2 billion hours of worker productivity worldwide.
Source: Gartner


Statistics About Customer Service Communication Channels

66% of customer service teams use knowledge bases, compared to 82% of customers who use knowledge bases (e.g., online F.A.Q.s).
Source: Salesforce

64% of customer service teams use customer portals, compared to 84% of customers who use customer portals.
Source:
Source: Salesforce

63% of customer service teams use text messaging, compared to 78% of customers who use text messaging for communicating with a company.
Source: Salesforce

81% of customers use online chat for communicating with a company, but only 52% of customer service teams use live chat.
Source: Salesforce

63% of online consumers said they were more likely to return to a website that offers live chat.
Source: Forrester

51% of customer service teams use mobile apps, compared to 82% of customers who use mobile apps for communicating with a company.
Source: Salesforce

20% of customer service teams use voice-activated personal assistants, compared to 54% of customers who use voice assistants to communicate with a company.
Source: Salesforce

Millennials prefer live chat for customer service over every other communication channel.
Source: Comm100

57% of customers would rather contact companies via digital media such as email or social media than voice-based customer support.
Source: Ameyo

40% of customers prefer talking to a real person over the phone for more complicated interactions, such as payment disputes.
Source: American Express

52% say Facebook is the most effective social channel for customer service. Twitter follows at 25%, then LinkedIn at 8%.
Source: Salesforce

23% of consumers look for face-to-face interaction when they have a complicated customer service issue like troubleshooting.
Source: American Express

75% of customers want a consistent experience, regardless of the channel they use to communicate with a company.
Source: Salesforce

76% of all consumers prefer phone calls to reach customer support representatives.
Source: CFI Group

Social Media customer service statistics

More than 50% of customers use the phone to contact customer support, making it the most-used channel for customer service.
Source: Zendesk

63% of customer service teams use text messaging, compared to 78% of customers who use text messaging for communicating with a company.
Source: Salesforce

72% of consumers have a more favorable view of a company if they provide a customer service app.
Source: Nuance

69% of American adults online say that they shop more with businesses whose online and offline customer service is consistent.
Source: Forrester

87% of consumers say brands need to be doing more to provide a seamless experience for their customers.
Source: Zendesk


Statistics About the Importance of Personalization in Customer Service

63% of consumers expect businesses to know their unique needs and expectations
Source: Salesforce Research

Your online conversion rate can improve by roughly 8% when you include personalized consumer experiences.
Source: Trust Pilot

79% of customers are willing to share relevant information about themselves in exchange for personalized interactions where they are immediately identified and understood.
Source: Salesforce


Statistics that Show the Importance of Speed and Short Wait Times

64% of customers expect to receive real-time support, regardless of which channel they use.
Source: Zendesk

90% of consumers regard immediate responses as important when they have a query.
Source: Hubspot

Nearly 70% of customers are irritated when their call is transferred between agents or departments.
Source: Zendesk

21% of people waiting at a hospital pharmacy decided to fill their prescriptions elsewhere because they had to wait too long.
Source: Sage Journals

33% of customers are most frustrated by having to wait on hold.
Source: HubSpot Research

33% of customers are most frustrated by repeating themselves to multiple support reps.
Source: HubSpot Research

Nearly 60% of customers feel that long holds and wait times are the most frustrating parts of a service experience.
Source: Zendesk

90% of customers rate an “immediate” response as important or very important when they have a customer service question. 60% of customers define “immediate” as 10 minutes or less.
Source: HubSpot

12% of Americans rate their number one service frustration as “lack of speed.”
Source: Statista

67% of customers will abandon their call if they can’t reach a customer support agent fast enough. Glance

66% of U.S. adults said the most important thing a company can do to provide a good customer experience is to value their time.
Source: Forrester

71% of consumers under 25 believe quick responses from customer service representatives improve their experience.
Source: Comm100

73% of customers say that time is critical in determining a good customer service experience from a poor one.
Source: Hubspot

Proactive customer service messaging can result in a 20-30% reduction in call center calls. That can lower contact center costs by as much as 25%.
Source: Enkata/MyCustomer

75% of online customers expect help within five minutes.
Source: McKinsey

33% of customers said they’re not willing to wait on hold at all. 27.6% said they would wait 1 minute, and only 4.1% said they’d wait as long it took.
Source: Plum Voice

Customer expectations for chat response times are high, and are willing to wait just 45 seconds to speak to an agent.
Source: Com100


Statistics About Personal Data and Security in Customer Service

88% of people trust companies that vow not to share their personal information without permission.
Source: Salesforce

92% of customers appreciate companies giving them control over what information is collected about them.
Source: Salesforce

90% of people are more likely to trust a company if they have a firm privacy policy.
Source: Salesforce

56% of customers don’t have a problem sharing their personal information in exchange for better customer service.
Source: Salesforce

Customer service agents only ask for a customer’s name 21% of the time.
Source: Glance

Statistics About Customer Service and Social Media

48% of consumers expect a response to social media questions and complaints within 24 hours.
Source: Statista

33% of consumers in the United States do not expect an answer when asking a question of a company’s social media.
Source: Statista

33% of people aged 18-34 have contacted a company’s customer service via social media.
Source: Microsoft

55% of people age 18-34 have praised a brand or its customer service over social media.
Source: Microsoft

Both in the United States and worldwide, 18% of customers expect a response from a company’s social media within one hour.
Source: Statista

65% of people aged 18-34 believe social media is an effective channel for customer service, while 75% of people aged 55 and over do not.
Source: Microsoft

One-third of Americans have used social media to complain about a brand or its customer service.
Source: Microsoft

It’s estimated that companies only acknowledge around 45% of customer service requests over social media.
Source: Kolsky

33% of customers have contacted a company using Facebook and similar social channels.
Source: Forrester

23% of businesses use social media as a tool to collect and analyze data.
Source: Gartner

Statistics on Customer Service Representatives and Agent Satisfaction

The customer service industry has the highest employee turnover rate of all businesses. Call center statistics have placed it as high as 45%!
Source: QATC

The Human Resource Institute estimates that turnover costs about $10k-$15k for a frontline employee.
Source: QATC

31% of consumers consider a knowledgeable agent the most crucial factor for a positive customer experience.
Source: Thomasnet

83% of high-performing service agents say they get the training they need to do their job well compared to only 52% of underperformers.
Source: Salesforce

73% of customers fall in love with a brand because of friendly customer service representatives.
Source: RightNow

Engaged, knowledgeable employees deliver a better customer experience and close 33% more deals.
Source: Bluewolf

Only 31% of businesses reward employees for improving the customer experience.
Source: Forrester Research

65% of organizations that focus on frequent training see advantages in First Call Resolution.
Source: Aberdeen Group

Companies that excel at customer experience have 1.5x more engaged employees than companies with poor customer experience.
Source: Customer Contact Mind Xchange

Contact Center Trends: Industry Predictions for 2022

Contact Center Trends 2022
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Contact Center Trends: Industry Predictions for 2022

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