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51 customer service statistics you need to know

Here are the trends, insights, and customer service statistics to know to exceed your customers’ expectations in 2023 and beyond.

Da Court Bishop, Contributing Writer

Ultimo aggiornamento February 13, 2024

In today’s increasingly digital marketplace, companies across industries have had to rethink their customer service experience. Businesses now need to clearly understand which interactions customers want instead of relying on intuition.

To help your operations, we’ve gathered 51 customer service statistics that provide key insights into consumers’ preferences and expectations. These stats will also give you a glimpse into the future of customer experience (CX) and lay the groundwork for operational success.

Customer service excellence is only becoming more important

Creating an excellent customer service experience is crucial for organizational success. Doing results in a number of benefits such as increased consumer loyalty and retention, improved long-term profits, and building a positive business reputation.

Businesses are seeing the importance of a customer-focused mindset—and those that don’t prioritize this concept are at risk of falling behind their peers. Here are some customer satisfaction statistics on why an excellent CX is so important, and how the marketplace is responding.

1. 80% of companies plan to increase their level of investment in CX. (Zendesk)

It’s one thing to speak on new initiatives and upcoming plans for operational improvements, but it’s another to act on them. Company budgets are demonstrating the importance of CX and keeping up with rising customer service expectations.

2. The customer experience management market is estimated to grow at a compound annual growth rate (CAGR) of 15.4% from 2023 to 2030. (Grand View Research)

Businesses are realizing that customer-first initiatives are key to maintaining a strong presence in the marketplace. And with a strong forecasted compound annual growth rate (until 2030), investments in CX seem to just be getting started.

3. Customer-first B2C businesses see nearly double the revenue growth of noncustomer-first businesses. (Forrester)

Being customer-first can make a sizable impact on your balance sheet, as business-to-consumer (B2C) organizations embracing this methodology are surpassing their peers in revenue growth.

4. Roughly 60% of customer care leaders have reported a growth in total calls—and they all expect continued growth. (McKinsey & Company)

More calls to your support center are good for business, but only if you use the proper strategies. With an expected increase in total calls, organizations should stress the importance of customer service management on an interdepartmental scale to capture and retain as much business as possible.

Zendesk CX Trends Report

5. Organizations that value customer satisfaction with growth, margin, and profitability are more likely to report customer successes, and 29% are more likely to secure CX budgets. (Gartner)

Customer satisfaction isn’t a stand-alone variable—it weaves itself throughout the fabric of successful organizations. Businesses that understand this concept are more likely to have effective CX.

6. Business leaders say one of their top priorities for the coming year is to drive a simplified customer experience. (McKinsey & Company)

Convenience is at the top of many customers’ checklists. Making it easier for shoppers to make purchases and resolve issues is key to winning loyalty—and business leaders see the value in a simplified CX.

7. 80% of organizations expect to compete with each other based on CX. (Gartner)

In today’s marketplace, finding a differentiator that makes your business stand out from the pack can be hard. Beyond product features and continuous innovation, is the customer experience—a variable that businesses expect to compete on for years to come.

8. For customer care leaders, the focus on improving the customer experience has increased by 19 percent since 2019. (McKinsey & Company)

The pandemic has shifted the way consumers and businesses interact with each other. With a new emphasis on CX in the wave of online consumerism, leaders in customer care are noticing the importance of improved customer service skills in an increasingly digital world.

Bad customer service has real implications

You don’t need to read a collection of stats to know that bad customer service can damage your business. But in the day-to-day minutiae of handling tickets, it’s easy to forget just how consequential it can be.

Consumers indicate that poor interactions with brands can ruin their day, and the majority will switch to a competitor after only one bad experience. Overall, these poor customer service stats are a helpful reminder that representatives should always be on their A-game.

9. 73% of consumers will switch to a competitor after multiple bad experiences. (Zendesk)

Your customers won’t weather the storm through poor interactions and subpar results. Even the most loyal customer will look elsewhere if faced with multiple bad experiences.

10. 3 in 4 consumers say a bad interaction with a business can ruin their day. (Zendesk)

It sounds cheesy, but your customers are real people. Poor interactions with support or resolution teams can sour their day and their relationship with your company.

Zendesk CX Trends Report

11. Over one-half of all consumers feel increasingly stressed and exhausted when dealing with customer support. (Zendesk)

When evaluating your support structure, empathy for your customer is important. If they’re reaching out, that means they already have a problem, and if you don’t resolve that problem efficiently, the customer can easily become exasperated. Prioritize effective customer service training to help mitigate potential issues.

12. More than half of consumers will switch to a competitor after only one bad experience. (Zendesk)

Today’s consumer has a seemingly never-ending supply of companies to give their business to. For most customers, all it takes is one poor experience for them to try other options on the market.

Zendesk CX Trends Report

13. 6 in 10 customer service agents say a lack of consumer data often causes negative experiences. (Zendesk)

Your agents are only as prepared as you make them. Organizations with incomplete or missing customer information can struggle with addressing consumer concerns efficiently.

14. Over half of customer service agents say that how their organization’s approach to service can directly lead to negative customer experiences. (Zendesk)

Poor preparation leads to poor results. It’s important to periodically evaluate your approach to service and if your methods are resulting in an underperforming CX.

15. 4 in 10 agents say that when consumers cannot complete tasks on their own, they become angry. (Zendesk)

Today’s consumer also demands convenience. Your CX should ensure customers can perform basic tasks themselves, leaving the more complicated issues, such as advanced product support, for your customer support team.

16. 3 in 10 agents cannot reliably access customer information, leading to irritated customers. (Zendesk)

It may sound obvious, but your agents need to be able to access customer information easily throughout the day. If customers are waiting longer than necessary, there can be major issues with satisfaction and CX.

17. Nearly 90% of customers would switch to a different company if it could provide better CX. (Hyken)

Customers demand quality service, and if they aren’t getting it from your business, they have no problem looking elsewhere.

Good customer service positively impacts ROI

Investing in a good customer service experience is one of the most effective ways to improve return on investment (ROI). Studies have shown that consumers will spend more—and more often—with businesses that deliver a good CX. This manifests in a measurable improvement to ROI.

Tie your customer-centric initiatives to your company’s bottom line by getting familiar with these powerful customer service statistics and data points.

18. 3 in 4 consumers will spend more with businesses that provide a good CX. (Zendesk)

Both companies and consumers agree that CX has become increasingly important, so much so that most customers will spend more money with businesses that understand this and prioritize CX over other factors of the buying process.

Zendesk CX Trends Report

19. 60% of consumers have purchased from a brand solely based on the service they expect to receive. (Zendesk)

The consumer experience is a monumental competitive advantage. Businesses with a reputation for outstanding CX initiatives are winning more business due to word of mouth.

20. Investing in a customer-first operation can yield up to a 700% ROI over 12 years. (Forrester)

Putting the customer at the center of your organizational decision-making can yield long-term dividends. Customer-first actions increase retention rates and decrease acquisition costs, translating to an incredible ROI for your business.

Zendesk CX Trends Report

21. Two-thirds of consumers who believe a business cares about their emotional state will likely become repeat customers. (Zendesk)

Consumers want to feel like valued members of an organization, not simply another figure on a balance sheet. Companies that show they care about their consumers will retain more of them in the long term.

22. [In 2022,] improving the customer experience [was] the fastest-growing priority area for surveyed customer service leaders. (McKinsey & Company)

Business leaders across industries are seeing the value in investing in the customer experience—so much so that it’s the fastest-growing priority for many customer service leaders. This shows the importance of CX investments and the role it will play for years to come.

23. Teams who are very connected show a profitability increase of 21%. (GoRemotely)

The customer makes up only half of the CX equation—your service teams need to feel supported, too. When your staff feels connected, they’re more likely to be motivated at work because they know their colleagues have their back. Set your agents up for success and they’ll likely do the same for the company.

24. Companies focusing on CX increase their revenue by 80%. (Zippia)

The customer experience isn’t limited to positive surveys and higher retention rates. Businesses that prioritize CX throughout their organization receive higher revenues than those that don’t.

25. A 5% improvement in customer retention could increase profitability by 25%. (Forrester)

As we’ve seen, customers typically pledge loyalty to brands that deliver outstanding experiences. If you can consistently deliver for your consumers, you can directly improve retention—and profitability.

Dive deeper into consumer experience trends with our Customer Experience Trends Report

For a more thorough understanding of today’s consumer, read the Zendesk Customer Experience Trends Report 2023 to get the information you need to succeed in your CX initiatives.

Omnichannel customer service benefits businesses and customersI

Consumers report that one of the biggest customer service pain points is a lack of connection across all support channels. Omnichannel customer service integrates those channels into one streamlined workspace, resulting in improved customer satisfaction, more ways for a business to interact with its consumers, and a more comprehensive CX.

Below are some statistics showing why omnichannel support is so crucial.

26. 35% of companies plan to invest more in adding service across channels. (Zendesk)

With buyers becoming increasingly tech-savvy, companies have had to evolve to keep up with customer needs—specifically, offering a better experience across customer service channels—or risk getting left behind.

Zendesk CX Trends Report

27. 62% of customers think experiences should flow naturally between both physical and digital spaces. (Zendesk)

Customers have shown an increased preference for navigating the purchase process digitally. To keep up with consumer expectations, provide them with seamless service in your digital channels and physical spaces.

28. 72% of leaders believe merging teams and responsibilities around the customer experience will increase operational efficiencies. (Zendesk)

Customer support teams shouldn’t function as silos. Omnichannel efforts consolidate data into one location, so all relevant team members can access that information and operate more efficiently. Doing so can be key to providing more effective customer communication.

29. 40% of consumers cited “multiple options for communicating” as the most important feature of a company’s customer service department. (Business Wire)

Today’s support agents need software and systems that allow them to quickly and seamlessly communicate with customers on their preferred channel. Ideally, they can handle omnichannel communication from one central platform, like a customer relationship management (CRM) tool, to save time and minimize context switching.

30. Business leaders say one of their top priorities for the coming year is to build out their digital care ecosystems. (McKinsey & Company)

Consumers should be able to access your content from anywhere, but with that access comes a growing need for CX across your channels. Leaders across industries see the value of omnichannel tactics, as growing their digital support channels and efficiencies is at the top of many lists for organizational improvement.

McKinsey & Company stat

31. Customers who use multiple channels shop nearly twice as much as shoppers who use a single channel. (McKinsey & Company)

Omnichannel customers are more prolific shoppers on average, so it should be a top priority to cater to them—yet another way innovations in CX can impact your balance sheet.

32. Omnichannel shoppers spend more than customers using only one channel. (McKinsey & Company)

Your CX strategy should apply to all your customers, but it’s important to consider omnichannel shoppers when making organizational decisions. These consumers typically have a higher customer lifetime value, and you should optimize support with them in mind.

33. 70% of customers expect anyone they interact with to have full context. (Zendesk)

Improve the customer and agent experience by ensuring access to a seamless experience. Leverage great customer service software so agents can move through different channels while having all the background information they need at their fingertips. With the time saved on reconnaissance, they can focus on things like personalization and nailing their customer service voice to create a great experience.

Automation and AI streamline operations and boost satisfaction

Automation and artificial intelligence (AI) are becoming invaluable for organizational success. For the consumer, chatbots make it easy to solve simple issues or be instantly routed to support. For agents, AI can tackle simple tasks, boosting their efficiency and freeing them up for more complex issues.

Here are a few statistics showing how these processes can benefit an organization.

34. Two-thirds of business leaders say investments in customer service AI result in significant performance improvements. (Zendesk)

Customer service AI isn’t just a futuristic nice-to-have—it’s a process that can revolutionize your operations and customer experience. When you leave mundane or repetitive tasks to AI, your personnel can focus on more important projects.

35. Of those that have interacted with customer service bots regularly, 72% note a considerable quality improvement. (Zendesk)

Chatbots are evolving by the day. Once a technology that could only handle basic requests, these bots can now facilitate entire customer conversations—and the technology is only getting more sophisticated.

36. 79% of customer service leaders plan to invest in more AI capabilities over the next two years. (Deloitte Digital)

When integrated strategically, AI technologies enable companies to deliver better CX by empowering agents with customer data and other tools that make it easier to solve customer problems.

Deloitte Digital stat

37. 3 in 4 consumers believe chatbots provide the correct information. (Zendesk)

While some consumers may still be wary of technological assistance, the vast majority are coming around to the power and convenience that artificial intelligence can bring to the table. Consumer trust in AI is growing as fast as the technology itself.

38. 52% of consumers are interested in AI that helps them through a product, website, or feature experience. (Survey Monkey)

Interest in AI isn’t limited to businesses, consumers are also interested in what AI has to offer. With new advancements and updates being released constantly, AI and automation are poised to play an increasingly pivotal role in CX.

39. Nearly 8 in 10 consumers say AI bots are helpful for simple issues. (Zendesk)

Consumers value convenience. When it comes to AI, it seems that the general public appreciates being able to handle simple issues through a chatbot rather than connecting with a representative.

40. Over 7 in 10 consumers expect AI to improve service quality. (Zendesk)

Consumers expect quality when faced with chatbots and other artificial intelligence. A few years ago, they may have shuttered when faced with a nonhuman representative—now, they embrace it.

41. 4 in 10 consumers believe synthetic agents will change how they purchase from brands in the future. (Zendesk)

Synthetic agents—another term for AI features such as chatbots—are next up in the long line of business advances. The buying experience is drastically different for consumers than it was just 20 years ago, and many consumers believe that AI will lead the charge in the next iteration of consumerism.

42. 3 in 4 consumers expect AI to provide the same level of service as human agents. (Zendesk)

Investing in artificial intelligence isn’t enough. Chatbots and other nonhuman support must match or exceed the level of service that human agents can deliver.

43. 72% of business leaders say expanding AI across the customer experience is a main priority in the coming year. (Zendesk)

Business leaders see the power and convenience that artificial intelligence can bring to their organizations. Nearly three in four of them are carving out sections of their budget to support AI in future operations, thereby improving their CX across the board.

Zendesk CX Trends Report stat

Personalized customer experiences deliver better results

Customers are starting to expect tailored experiences. This means creating content, product suggestions, and other encounters that speak directly to your target audience.

Engaging in this process—otherwise known as personalization—can drive consumer loyalty, increase profits, and improve the CX across the board. Here are some stats that show just how important this concept is.

44. 76% of customers expect personalization. (Zendesk)

Consumers today want companies to use their data to provide tailored experiences. Personalized customer service could mean using customers’ preferred communication channels, sending recommendations based on their purchase history, and more.

45. 6 in 10 consumers believe businesses should use the data they collect about them to personalize their experiences. (Zendesk)

Consumers are more lenient with their data than just a few years ago. As long as they trust your organization to keep their information safe and use it ethically, they expect it to help personalize their interactions with your brand.

46. 62% of consumers agree that personalized recommendations are better than general ones. (Zendesk)

Consumers today want relevant suggestions that make their shopping experience easier. Generic recommendations don’t cut it anymore—and customers expect personalized product options based on their browsing history.

Zendesk CX Trends Report stat

47. Leaders in personalization have a 1.5 times higher customer loyalty rate than their peers. (Deloitte)

Consumers have spoken, and they give their loyalty to organizations that personalize their experiences. By taking on personalization initiatives, you can improve your retention rate more efficiently than your competitors.

48. 77% of business leaders believe that deeper personalization leads to customer retention. (Zendesk)

Personalization is a concept that resonates through organizations across industries, as nearly eight in 10 business leaders see the power of personalizing day-to-day operations.

Zendesk CX Trends Report stat

49. 79% of business leaders believe that service data is invaluable to driving personalization efforts. (Zendesk)

Customizing interactions and touchpoints don’t happen magically—they are based on consumer data. Business leaders are seeing the power of utilizing service data to drive personalization initiatives, and you should be making every effort to do the

50. 6 in 10 consumers notice and appreciate when they receive personalized recommendations. (Zendesk)

It’s in your company’s best interest to ensure customers feel valued and understood. Encourage agents to learn about their customers and use data to personalize product recommendations and direct communications. This makes it easier to form emotional connections with your buyers.

51. 66% of business leaders believe personalization leads to lower customer acquisition costs. (Zendesk)

Personalization is effective because it can act as a lighthouse in a crowded sea of consumerism. When browsing and doing initial research, consumers gravitate toward messaging that speaks to them—and business leaders see the importance.

Use stats to shape your CX

This year’s customer service statistics paint a picture of where consumer preferences currently stand, and you can use them to begin building your CX strategies for the coming year.

By consistently providing excellent customer service, you’ll build a loyal and engaged customer base. A CX software like Zendesk can help set your company up for success and ensure you exceed customer expectations in 2023 and beyond.

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