Customer Service Statistics: Current Trends & Staggering Stats That Show the Growing Importance of Customer Service

Outsourced Customer Support
Customer Service Statistics: Current Trends & Staggering Stats That Show the Growing Importance of Customer Service
Article by Zarah Ariola
Last Updated: February 03, 2023

You might think that price is the key factor that influences a customer’s purchasing decision. Think twice—64% of people say customer experience is more important. A 1% improvement in resolving issues on the first call results in a $276,000 reduction in operational costs per year—and that’s just the tip of the iceberg.

To better understand how paramount customer service is and detect areas of improvement, we prepared a list of the most important customer service statistics. By knowing these stats, you’ll gain insights into the customer service landscape and how customers interact with companies in this modern age. 

Whether you are looking for better insight into customer expectations or you’re just curious about the current customer service industry, read on!

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What Is Customer Service?

Customer service is the support given to customers before, during and after they purchase a product or service. It can be as broad or as narrow as the customer’s needs are, and as such, it may involve: 

  • Providing information or solutions to any customers’ issues 
  • Helping customers make decisions on which products or services suit their needs best
  • Responding promptly to customer inquiries or complaints
  • Giving details about an order's status
  • Handling returns 

Good customer service not only increases customer satisfaction but also helps organizations retain customers, build loyalty and generate referrals. It is also important from a legal perspective—by delivering good customer service, companies ensure they meet their obligations under consumer law.

The stakes are high—74% of customers will turn to the competition if they provide a better customer experience. Given the pressure, many companies opt for customer service outsourcing—as a matter of fact, customer service is among the top four commonly outsourced services. 

Luckily, in today’s modern business world, firms are spoilt for choice—you can always hire one of the top phone answering services or top call center companies to handle all customer inquiries. 62% of organizations claim customer experience provided through contact centers is a competitive differentiator that yields results, so you might as well give it a go. 

Why Understanding Customer Service Statistics Is a Must

Understanding customer service statistics is vital for businesses as it can help them identify areas of improvement in the customer experience. With access to such data, companies can track customer engagement levels and gauge response times, allowing them to fix any issues. 

Analyzing customer service metrics over time helps firms spot trends and decide where to focus their resources accordingly. Understanding these metrics allows you to measure success more accurately by taking into account a wider range of factors beyond just sales figures. This is why 80% of companies use customer satisfaction metrics to analyze customer experience and improve it.

Below, we’ll discuss several customer service statistics that matter for your business! 

Customer Service ROI

Customer service ROI is the return on investment derived from customer service initiatives. It looks at how customer service actions, such as increased access to service channels and added support staff, are impacting customer satisfaction, efficiency and profitability. 

In addition to cost analysis, customer service ROI translates into a broader assessment of customer experience across all touchpoints which include contact volume handled, resolution rate and repeat contact production. 

The ultimate goal is greater loyalty and retention of existing customers as investing in new ones is between 5 to 25 times more expensive than retaining current ones. Of course, customer services focus on attracting new clients as well.

The benefits? Countless! 

For instance: 

These customer service statistics demonstrate the importance of providing excellent customer service experiences and taking advantage of technological advancement, as 59% of customers claim businesses need to improve the training of their customer service agents. 

How Poor Customer Service Affects Business’s Success

Poor customer service leads to reputational damage, decreased profits and customer attrition. It’s also costly for businesses due to refunds and retraining costs. It indirectly influences the marketing and advertising costs as organizations spend more money trying to attract new customers to make up for those who left due to inadequate service. 

Substandard customer service can hinder employee morale by creating stress for staff that must deal with frustrated customers on a regular basis, resulting in employee burnout and absenteeism. You’ll need to invest time and resources into internal customer service, which is yet another task added to an already stretched schedule. 

According to the latest research:

Unfortunately, the percentage of customers satisfied with their shopping experiences has been steadily decreasing over the years. Over 85% of customers want businesses to be more proactive about addressing customer service issues. This is indicative of the fact that businesses should pay more attention to customer service, taking extra measures to ensure customer satisfaction. 

Get connected with the right Customer Service agency for your project.

Hearing Customers’ Feedback & Acting on It 

Customer service, as the name implies, is all about serving the customer. 70% of the customer’s journey is based on how they feel the brand is treating them. Contradictory enough, 53% of consumers believe their feedback isn’t even heard, let alone acted upon. And, feeling unappreciated is the primary reason customers switch brands. 

Understanding how your customer feels when doing business with you is your main indicator of how good your customer services actually are. More importantly, it can make or break your business—67% of customer churn can be resolved if brands can provide solutions to problems immediately after they arise.


General Customer Service Statistics You Can’t Afford to Ignore 

Customer service statistics give you a pretty clear picture of the importance of customer satisfaction. Plus, the numbers can help you detect areas of improvement you didn’t think of before and show you what you need to be doing to provide clients with the best possible experience. 

These are some customer service stats that any business owner has to keep in mind: 

Customer Service Statistics: Key Takeaways

Now that we highlighted the most important customer service statistics, you can see that providing excellent customer service is essential for businesses to remain successful and competitive in the market. 

From short response times to personalized interactions, customers expect these things from businesses, and companies should strive to meet their expectations. As technology continues to improve, companies can make good use of it to make the customer experience better. 

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