In today’s experience-driven economy, consumers have immense power, and just a single bad customer service experience can damage a brand’s reputation, decrease sales, and lose loyal consumers.
However, exceptional customer service increases revenue and sales and retains loyal consumers. Hence, 19 in 20 consumers today believe customer service is a significant factor in their loyalty to a brand.
Let’s take a closer look at the latest statistics about the current state of customer service, the effect of good and bad customer service experiences on consumers, personalized customer service, usage of social media for consumer service, use of AI in consumer service, and more in this post.
Customer Service Statistics: Top Picks (2024)
- 96% of consumers say excellent customer service is a crucial factor in their loyalty to a brand.
- 67% of customers would pay more for a better customer service experience.
- Over 7 in 10 consumers stated that poor customer service was the reason they ended a relationship with their company.
- Over 50% of consumers switch to a competitor just after a bad experience.
- 97% of companies personalize customer service experiences.
- 67% of the consumers prefer to contact customer support on social media over other channels.
- Companies with omnichannel customer service strategies are recorded to have 23 times higher customer satisfaction rates.
- Almost half of the customer support is already using AI.
General Customer Service Statistics
- 87% of the support teams in 2024 believe that customer service expectations have increased in the past year. Consumers now prefer a blend of AI and human support for their assistance.
- 74% of the consumers are likely to buy based on their experience with the brand alone.
- According to 97% of consumers, good customer service is key to brand loyalty.
- 98% of the contact center managers believe customer service interactions impact their brand loyalty.
- 58% of the consumers are ready to pay more for better customer service.
- 65% of the customer service leaders are planning to focus on consumer retention with the help of implementing excellent service practices.
- The most crucial customer service concern for 90% of consumers worldwide is issue resolution.
- Around 33% of consumers are more likely to forgive a bad experience they have encountered with a brand they have been loyal to for years than those they have used for a year or less.
- 76% of consumers said they prefer phone calls to get customer support. Over 50% of consumers in all age groups use phone calls to reach customer service representatives.
Sources: Intercom, CDP, Forbes, Forbes, Level AI,
What Percentage Of Consumers End A Relationship With A Business Due To Poor Service?
- 71% of global consumers stated that poor customer service was the reason they ended their relationship with their company.
- 40% of the consumers in the United States ended a relationship with the brand due to bad customer service.
- 67% of the consumers worldwide stated that poor customer experience was the top reason they switched brands.
- 73% of consumers prefer switching to a competitor after experiencing multiple bad instances of customer support.
- Over half of the consumers switch to a competitor just after a bad experience.
- 95% of consumers shared their reviews, while 87% with good experiences shared their reviews. Consumers are more likely to share a bad experience than a good one.
- 92% of consumers prefer to completely abandon a company after encountering 2 to 3 bad customer service interactions.
Sources: Zendesk, Marketing Charts, Hubspot,
How Good Customer Service Impacts the Brands?
- 60% of the consumers state that receiving good customer service is crucial for staying loyal to a brand.
- 93% of the consumers stated that they are more likely to remain loyal to a brand that offers good customer service.
- Improving customer experience can increase sales revenue by 2% to 7%.
- 88% of the consumers believe the brand’s customer services are as important as its products.
- 64% of the brands stated that they had recorded an increase in sales due to good customer service.
Sources: Hubspot, Vision Point, QLess, Salesforce, 123 form builder,
Personalized Customer Service Statistics
- 87% of the shoppers expect a consistent, personalized experience across all their shopping experiences.
- 60% of the consumers stated that they are more likely to become repeat customers after receiving a personalized shopping experience from a brand.
- 62% of the consumers expect the brand to understand their needs and deliver personalized support.
- 76% of the consumers get frustrated if they do not get a personalized consumer experience.
- 97% of companies personalize customer service experiences, only 1% do not, and 2% do it very rarely. Of the 97%, 14% of companies personalize the experiences sometimes, 34% always personalize the experience, and 50% do so often.
- 71% of consumers expect personalized interactions with brands, while 67% get frustrated if they do not receive such interactions.
- Customer service leaders who implement personalization have 1.5 times higher brand loyalty rates compared to their competitors.
Sources: Kibo Commerce, Segment, Adam Connell, Sitecore,
Social Media and Customer Service Statistics
- 67% of consumers prefer to contact customer support on social media rather than other channels.
- 76% of the consumers expect the brands to answer within 24 hours to the questions sent on social media.
- 8 in 10 millennials prefer social media for contacting customer service over other methods.
- The customer advocacy of a brand increases by 25% after addressing a complaint raised on social media.
- If a business or brand does not address the comments left by consumers on social media platforms, its churn rate increases by 15%.
- Handling customer service on social media is 12 times cheaper for brands than handling customer service on phones.
- Around 84% of consumers in the United States stated that they have received responses from companies for the customer service requests that they have raised on social media platforms.
- 69% of residents in the United States stated that being able to directly message a brand or an accompanying person makes them feel more connected.
- 85% of small to medium-sized businesses prefer Twitter for customer service.
- 71% of the consumers who have had a positive experience with a brand on social media are more likely to recommend the brand or business to their family.
Sources: Knowmax, Qualitrics, Khoros, Invesp.
Omnichannel Customer Service Statistics
- Over one in two consumers expect a response from a brand within an hour of reaching out on any channel. Meanwhile, 39% of the consumers reported waiting more than 2 hours to get a response from the brand.
- 89% of buyers of the companies that offer the best omnichannel customer engagement turn into loyal consumers.
- Companies that have a weak omnichannel consumer service are able to retain just one-third of their consumers.
- Businesses and brands with omnichannel customer service strategies are recorded to have 23 times higher customer satisfaction rates.
- Omnichannel customer service helps the brand to generate around 780% of in-store visits.
- A business’s order rate increases by 494% after it expands its customer service to three or more channels.
- Consumers who receive multichannel service spend 10 times more than only digital consumers and 4 times more than only in-store consumers.
- Companies with omnichannel consumer engagement witness a 9.5% YoY increase in annual income.
Sources: Emplifi, Loyal Guru, Digizuite, REVE Chat.
Integration of AI in Customer Service
- 77 in 10 C-level support executives are planning to invest in AI for customer support in 2024.
- Almost half of the customer support is already using AI.
- 7 in 10 consumer service leaders are planning to use AI to understand consumers’ voices better and use AI to improve the consumer service experience.
- 80% of marketers already use chatbots as a part of their consumer service strategy.
- 61% of the consumers stated that humans understood their needs better than AI.
- Around two-thirds of the business leaders stated that AI innovations in customer service have improved the performance of their brands.
- 72% of the consumers who regularly interact with the bots stated that the quality of the customer service has improved significantly.
- Nearly 8 out of 10 customer service leaders plan to invest more in AI capabilities in the next two years.
- 3 in 4 consumers believe that chatbots provide correct information.
- 8 in 10 consumers interacting with AI customer service software have had a positive experience.
- Customer satisfaction increases by 20% after a consumer has a positive interaction with AI support software.
- The order value of a brand increases by 47% with the help of AI customer service.
- IBM reported that using chatbots for customer service can reduce costs by up to 30%.
- 68% of the consumers prefer the speed at which the chatbot answers their queries.
Source: Intercom, CX Trends, CompTIA, CMS Wire, Tidio, Survey Monkey.
Conclusion: 67% Of Customers Are Ready To Pay More For A Better Customer Service Experience
Customer service has become a strategic revenue driver. 91% of consumers are more likely to purchase from a brand after having a good experience with its customer service.
However, nearly 73% of the consumers stated that they switched to a competitor after experiencing multiple poor customer service experiences from a brand.
As a result, the majority of marketers and customer service executives are investing in integrating AI into their consumer service to provide a high-quality experience to consumers.
That was all about customer service statistics. Here are some related reads that you can check out.
