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104 Customer Service Statistics You Must See: 2020 Data & Analysis

Category: B2B News

Customer service continues to play a vital role in business. Companies are equipping their agents with the right knowledge and skills to let them meet customers’ needs. Just look at the most current customer service statistics, and you’ll see how much customer service has changed.

Companies invest in new technologies to give the best customer service possible. Hence, excellent customer service is now equal to improved customer experience. Checking out customer service market research will confirm this.

But to provide excellent customer assistance, you will need to go for the most reliable customer service software. Here, we have listed the most relevant customer statistics available. Read through the article and find ways to improve your customer service.

key customer service statistics

1. State of Customer Service Statistics

Customer service has kept its role in business growth. Hence, the rise in the customer service market size. Meantime, its importance has pushed companies into revisiting their customer service strategies.

Also, organizations now focus on providing customers with the best customer experience possible. Here, we focus on general customer service statistics and how it has benefited both businesses and their clients.

  • 81% of Americans say businesses are either meeting or exceeding customer service expectations. (
  • 40% of Americans say businesses have better focus on customer service. (
  • 64% of US consumers contacted customer service in 2017. (
  • 52% of consumers around the world say companies should act on customer feedback. (
  • 600% to 1,400% – The lifetime value of a customer experience promoter to a business compared to that of a detractor. (
  • 67% of people around the world believe that customer service has improved. (
  • 54% of consumers around the world say they have higher customer service expectations than from a year ago. (
  • 75% of brands measure customer engagement but cannot define it. (

Customer Service Channels That Consumers Use

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2. Brand Loyalty and Brand Building Statistics

Brand building is a very critical process, build your brand, and customers will come swarming. However, there is also the matter of establishing brand loyalty. Now, it is a fact that repeat customers boost revenue, which is what doing business is all about. Moreover, loyal customers that bring in more income is far better than looking for new customers. Just take a look at the following customer service data on brand building and loyalty and see how they have been impacting organizations.

  • 72% of consumers expect agents to know who they are, what they have purchased and to have insights into their previous engagements. (
  • 67% of customers around the world believe customer engagement levels have improved. (
  • 33% of customers who left a business relationship did it due to a lack of personalization. (
  • 2/3 of customers are willing to share personal data with companies in exchange for perceived value. (
  • 48% of consumers expect specialized service for good customers. (
  • 77% of customers view brands favorably if they proactively invite and welcome customer feedback. (
  • 34% of businesses implement customer journey mapping into their customer service. (
  • 73% of customers remain loyal to a brand because of friendly customer service representatives. (

customer engagement levels have improved

3. Good Customer Service Statistics

More than knowing how bad customer service can hurt your business, you should be aware of how excellent customer service can elevate it. Customer service that comes with unique customer experience is now the rave, with many consumers calling for outstanding customer service. Any timely customer service report will affirm this development. Read and find out how the following statistics reflect this development.

  • Investing in new customers is 5 to 25 times more costly than retaining existing ones. (
  • 93% of customers are likely to make repeat purchases with businesses who offer great customer service. (
  • 73% of customers remain loyal to a brand because of friendly customer service representatives. (
  • 93% of customers are likely to make repeat purchases with businesses who offer great customer service. (
  • 70% of people say they support a company that delivers great customer service. (
  • 4% to 8% – The estimated increase in revenue for companies who excel at customer experience. (
  • 68% of customers say the key to great customer service is a polite customer service agent. (
  • 90% of consumers are influenced by positive customer service reviews when purchasing. (
  • 70% of previously dissatisfied consumers who had their problems resolved by customer service are willing to shop with the brand anew. (
  • 5% customer retention rates can boost profits from 25% to 95%. (
  • 4% to 8% – The estimated revenue increase from prioritizing customer service experiences. (
  • 62% of consumers say service insight and knowledge are critical to good customer experience. (
  • 85% of the time – The response rate of companies to customer service queries. (
  • 52% of customers made an additional purchase from a business after a positive customer experience. (
  • 90% of customers’ purchasing decisions are influenced by positive reviews. (
  • 72% of consumers share their results with six or more people after a good customer experience. (huffingtonpost)
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The Most Important Aspect of Customer Service According to Customers

The Most Important Aspect of Customer Service According to Customers
Friendly and knowledgeable agent: 33

Friendly and knowledgeable agent

The Most Important Aspect of Customer Service According to Customers
Resolving the issue in a single transaction: 32

Resolving the issue in a single transaction

The Most Important Aspect of Customer Service According to Customers
Not having to repeat myself: 21

Not having to repeat myself

The Most Important Aspect of Customer Service According to Customers
Getting response and information without contacting support: 13

Getting response and information without contacting support

The Most Important Aspect of Customer Service According to Customers
Other: 1




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4. Bad Customer Service Statistics

Everyone knows that poor customer service is terrible for business. However, just how bad is poor customer service for your company? You may consider today’s breed of customers impatient and demanding. However, customers drive your business and making their experiences with your company as great as possible should be your focus. Learn more about how bad customer service can affect your company by reading the stats below.

  • $75 billion/year – The estimated loss from poor customer service. (
  • 1/3 of consumer would consider switching companies after a single instance of bad customer service. (
  • Investing in new customers is 5 to 25 times more costly than retaining existing ones. (
  • 27% of US customers say that ineffective customer service is their top frustration. (
  • Majority of US consumers have decided to abandon a purchase due to a poor customer service experience. (
  • 12% of US consumers report lack of effectiveness as their top frustration with poor customer service. (
  • 91% of customers who are unsatisfied with service leave without warning. (
  • 28% of consumers say the most frustrating issue is simple but hard to find information. (
  • 47% of consumers have switched brand due to bad customer service. (
  • 56% of consumers worldwide have stopped doing businesses with a company after a bad customer service experience. (
  • 72% of consumers say they have to explain problems to multiple agents as poor customer service. (
  • 4 of 10 consumers will recommend to others not to support a business with poor customer service. (

Consumer Reaction to Bad Customer Service

5. Customer Communications Statistics

The way consumers get in touch with businesses also plays a role in customer service quality. Companies have been increasingly using different communication channels to link up with customers. Here, we provide you with customer communication stats to fill you in on how customers are contacting businesses.

  • 74% of US consumers have used a landline to contact customer service. (
  • 45% of customer service requests over social media are acknowledged by businesses. (
  • 5% of customer service interaction start with a face-to-face meeting. (
  • 1/3 of all customers use mobile devices to contact customer service. (
  • 66% of consumers have used at least three communication channels to contact customer service. (
  • 57% of consumers would prefer to contact businesses using digital media like social media and email over voice-based customer support. (
  • 52% of customer service engagements around the world begin online. (
  • 40% of customers prefer to talk to a real person over the phone for more complex interaction like payment disputes. (
  • 90% of consumers expect an online customer service portal. (
  • 23% of consumers seek face-to-face interactions for complicated issues such as troubleshooting. (
  • 79% of millennials prefer to purchase from brands with mobile-responsive customer support portals. (
  • 88%of consumers are influenced by online customer service reviews when making purchase decisions. (
  • 62% of consumers say that email engagements should receive a response within 24 hours. Customer service channel stats. (
  • 43% of customers in the automobile insurance sector say it would be easier for a single service rep to manage claim processes. (
  • 33% of consumers initiate conversations through mobile devices. (
  • Phone is the most frustrating customer service channel. (

Share of US Consumers Who Contacted Customer Service 2015 to 2018

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6. Social Media in Customer Service Statistics

Social media has proven itself not only as a useful marketing tool, it has also cemented its worth when it comes to customer service. The platform has become a top-rated channel for communicating customer service requests, a development that shows no sign of stopping. Below are some of the most current stats on the use of social media in customer service.

  • 48% of customers expect companies to respond to social media queries within 24 hours. (
  • 84% of US consumers who sent customer service requests through social media say they have received a response from the company. (
  • 33% of US consumers do not expect a response to questions asked through social media. (
  • 1/3 of US consumers have used social media to complain about a brand or its customer service. (
  • 35% of US consumers report reaching out to companies through social media in 2017. (
  • 65% of consumers aged 18 to 34 say social media is an effective customer service channel. (
  • 55% of consumers aged 18 to 34 have praised a brand or its customer service through social media. (
  • 18% of customers expect a response from a business’ social media within 24 hours. (
  • Speedy response on social media is equal to customers’willingness to spend. (

customers and social media

Best Customer Service Software

  1. Freshdesk. This software has best-in-class customer service features that enable you to provide the best customer support possible to your consumers. This Freshdesk review offers more details about the platform.
  2. Zendesk. Even if you choose the most economical plan of this software, you get access to great tools that enable you to provide the best customer service. Find out how you can use those features to the fullest in our Zendesk review.
  3. Freshservice. A ticketing system plus quick access to a knowledgebase are only a couple of features this platform offers. You can find out more in our Freshservice review.
  4. LiveAgent. This intuitive application empowers new users to maximize the solution’s capabilities from the get-go. Have a comprehensive look into the product through our LiveAgent review.
  5. Vision Helpdesk. Improving customer assistance is a breeze with the monitoring features this solution offers. Our Vision Helpdesk review can show you what else you can achieve with this software.

7. Customer Review Statistics

Consumer reviews have become one of the most important factors affecting business growth. This, as customers’opinions have gained increased importance in brand building. Companies benefit from consumer reviews as they allow them to leverage customer feedback to boost profits. They are also critical to customer satisfaction, retention and loyalty. Here, we provide you with key statistics on how customer reviews have been impacting customer service.

  • 7 out of 10 consumers change their view of a brand after a business replies to a review. (
  • 53% of consumers expect companies to reply to their online reviews within a week. (
  • 16% of consumers expect companies to reply to negative reviews within 1 to 3 hours. (
  • 80% of reviews stem from follow-up emails that urge consumers to review their purchases. (
  • 17% of customers provide feedback when given the opportunity. (
  • 15% – The percentage of customer churn from failure to reply to reviews. (
  • Consumers who have had bad customer experience are more likely to make a review than those who had positive experiences. (
  • 68% of customers have left a review for a local company after being given the chance. (
  • 68% of customers favor businesses that reach out in advance for customer service engagements. (


8. Millennials and Customer Service Statistics

Millennials have emerged as top customer base, an opportunity that many companies have been exploiting. Targeting this age group makes for good business, considering their purchasing behavior. However, don’t get comfortable just yet, like most other age groups, millennials have their downsides. They are known for their sensitivity to lousy customer service. Find out more about this demographic by reading the statistics we have compiled.

  • 84% of millennials say businesses are meeting or exceeding their customer service expectations. (
  • 66% of 18 to 34-year-olds believe their customer service expectations have risen in 2016. (
  • US millennials are the only demographic that tells more people of good customer service experiences. (
  • 31% of customers report reaching out to a business through Twitter. (
  • 74% of millennials say their perception of a brand improves if it responds  to social media inquiries. (
  • 43% of the time, millennials use their mobile devices to contact customer service. (
  • 33% of customers have contacted a business using Facebook and similar social channels. (

Millennials Contact Customer Service

9. Customer Service and CX Statistics

With all the developments in customer service, it is but fitting to find out how customers view current practices. The most notable of these is how most react to the experiences that they encounter when seeking customer service. Companies’ focus on CX and their recognition of customer experience management tools benefits have resulted in improved CX. Take a look at how customer experience has been affecting customers’ view of customer service.

  • 12 positive customer experiences are needed to make up for a single bad experience. (
  • 62% of customers share their bad customer experiences with others. (
  • 72% of customers share their good experiences with others. (


10. Customer Churn Statistics

When customers start abandoning their relationships with businesses, it’s time to push the panic button. For online companies, a customer is considered churn when a long period of time has elapsed since a customer has last transacted with the business. Customer churn is harmful to any business as it can involve increased marketing costs and revenue loss. Check out the following statistics on customer churn.

  • 1 out of 26 unsatisfied customers complain. (
  • 15% – The risk of increasing customer churn from not replying to reviews. (
  • 11% of customer churn can be prevented through company outreach. (
  • 67% of customers churn can be prevented by resolving a customer issue during the first engagement. (
  • 85% of customer churn stemming from poor customer service can be prevented. (

percent of unsatisfied customers who complain

11. Customer Service and AI Statistics

Let’s admit it, there’s no stopping artificial intelligence (AI) from touching businesses–and customer service is no exception. Companies have been using AI to augment their customer service and automate tasks. Customer service agents have found an ally in AI, allowing them to abandon repetitive tasks and attend to more urgent matters. And then there are those ways to achieve real-time customer service, one of which is through the use of AI. Find out more how AI has been revolutionizing customer service in the statistics below.

  • 43% of customers do not want to deal with chatbots. (
  • 77% of instant responses come from online chat. (
  • 85% of customer service interactions will be powered by AI in 2020. (
  • 51% of agents who do not use AI spend more time on mundane tasks. (
  • 187% – The expected growth in the use of AI in the travel and hospitality sectors. (
  • 82% of service industry executives say they need to transform customer service. (
  • 8 out of 10 companies have already implemented or are planning to adopt AI as a customer service solution. (
  • 38% of consumers around the world see chatbots as positive. (
  • 67% of consumers worldwide used a chatbot for customer support in 2016. (
  • 15% of consumers have used chatbots to get in touch with businesses in the past year. (
  • 55% of consumers say the greatest chatbot benefit is instant response time. (

customer service interactions will be powered by AI

Customer Service: Points to Ponder

As customer service and customers themselves continue to evolve, businesses have no choice but to keep up with the times. Changes in customer preferences and attitudes have resulted in a renewed focus on the customer experience. Also, customer service channels have increased, allowing consumers to get in touch with companies from the comfort of their computers and mobile devices. Besides, there are methods for using AI in customer service, which is a growing trend among organizations. As a result, no business can claim not having received a specific service request, which further enhances customer service.

And then there is the use of new technologies that allow companies to address high volumes of concerns, upping customer service capabilities. For example, reaping customer service software benefits have improved the way businesses manage CX. Changes are meant to address the needs of a new breed of customers. Millennials, now a very important customer demographic, deserve their unique place in the customer service arena. Besides, changing customer behavior has made prompt and accurate customer service the new norm, making the process a crucial part of business competition.

After reading our customer service statistics compilation, we expect you to be able to improve the way you manage your customer service. You may also find customer support stats very useful to your organization. Additionally, you will have developed a better appreciation of statistics. Insights derived from this information can be used to boost customer service by being able to know who you are serving and what your competitors are doing.

Louie Andre

By Louie Andre

B2B & SaaS market analyst and senior writer for FinancesOnline. He is most interested in project management solutions, believing all businesses are a work in progress. From pitch deck to exit strategy, he is no stranger to project business hiccups and essentials. He has been involved in a few internet startups including a digital route planner for a triple A affiliate. His advice to vendors and users alike? "Think of benefits, not features."

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