Customer satisfaction fact sheet
Facts and stats about customer satisfaction mentioned in our guide. These insights will help your business deliver incredible growth.
55% no longer trust the companies they buy from as much as they used to.
67% of customers mention bad experiences as a reason for churn, but only 1 out of 26 unhappy customers complain.
A repeat customer spends 67% more than a new customer.
63% CX professionals use customer feedback to prioritize investment in better products, services and customer experiences.
79% of consumers who shared complaints about poor customer experience online had their complaints ignored.
33% of customers who abandoned a business relationship last year did so because personalization was lacking.
Incorporation of access to human contact increased customer loan acceptance by 16%
65% of companies measure NPS compared with 44% that measure CSAT and 14% that measure CES
73% of companies with “above average” customer experience perform better financially than their competitors, you should care about customer satisfaction.
It is estimated that consumers will pay 17% more to brands who are known for great customer service.
According to the White House Office of Consumer Affairs, on average, loyal customers are worth up to 10 times as much as their first purchase.
Attracting a new customer is 6-7 times more expensive than retaining a current one
88% of consumers are influenced by online customer service reviews when making a buying decision
Men tell the most people (21 people) when they have had a poor customer service experience.
On average women tell about 10 people when they have had a poor customer service experience.
67% of consumers cite bad experiences as reason for churn
52% of people who had bad experiences actively told others that they should stop buying from the company
67% of people who had a good experience actively recommended those services or products to others
95% of customers tell others about a bad experience and 87% share good experiences
89% of companies expect to compete mostly on the basis of customer experience, versus 36% four years ago
40% of business revenue in the US comes from repeat customers
55% no longer trust the companies they buy from as much as they used to
Poor customer service (which correlates with customer satisfaction) cost businesses $75 billion in 2018
92% of consumers trust recommendations from friends and family.
93% of customers are likely to make repeat purchases with companies who offer excellent customer service
It takes a customer 12 positive experiences to redeem one unresolved negative experience.
Investing in new customers is between 5 and 25 times more expensive than retaining existing ones