Customer Service: The numbers you can quote

Often people repeat (and probably make up) numbers about the 'impact' of customer service on the business. The numbers below was sourced reliably - and now you know ;-)

BAD SERVICE

81% would stop doing business & 69% would NEVER return

  • 74% tell others about poor treatment
  • 20% have posted negative feedback online
  • 61% have directly complained
  • 37% have returned products

GOOD SERVICE:

  • 53% would recommend
  • 52% would feel encouraged to spend more
  • 50% will always/often pay more for better

 

Sticking to the facts: Just the way we like doing things around here.

Source: 2008 Customer Experience Impact Report (RightNow Technologies & Harris Interactive)