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

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