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Customer Service Facts and Figure

 

Please find below some interesting facts and figures in relation to customer service. All of the information below has been taken from information in and around the World Wide Web. As much as we obviously try to verify any and all of the facts contained within our website. We cannot guarantee the exact figures and or the facts contained within the articles. All article sources can be found at the top of each article.

Facts and Figures


93% of customers indicated that quality customer service was vital to maintaining brand loyalty.

Source: Creative Strategies

A 5% increase in customer retention can increase profits by 25 - 95%.
Source: Bain & Co


Companies that make customer service a high priority see twelve times the return on sales than those companies with a low emphasis on service.
Source: International Customer Service Association

Only 1 out of 25 dissatisfied customers will express dissatisfaction.
Source - Business e-coach

68% of customers stop doing business with a company because of poor service. Yet 95% of dissatisfied customers would continue to do business with a company if their problem was solved quickly and satisfactorily.
Source: International Customer Service Association,

Reducing customer defections can boost profits by 25-85%. In 73% of cases, the business made no attempt to persuade dissatisfied customers to stay; even though 35% said that a simple apology would have prevented them from moving to the competition.
Source: NOP

1% reduction in customer service issues could generate an extra $40m in profits for a medium-sized company over five years
Source: NOP

70% of customers left because of a lack of attention from front-line employees.
Source - International Customer Service Association

Two-thirds (or 66%) of customers do not feel valued by those serving them.
Source - Business e-coach

6-7 times more expensive to gain a new customer than it is to retain an existing customer.
Source - Bain & Co study in the Harvard Business Review

Happy customers tell 4 others of their positive experience.
Dissatisfied customers tell 12 how bad it was.

Source - Business e-coach

Facts and Figures 2.

 

- 68% of customer defection takes place because customers feel poorly treated. Source: TARP

- It can cost five times more to buy new customers than retain existing ones. Source: TARP

- 1% cut in customer service problems could generate an extra £16m in profits for a medium-sized company over 5 years.

- Why customers quit:

1% die
3% move away
68% quit because of an attitude of indifference towards the customer by the staff.
14 % are dissatisfied with the product.
9% leave because of competitive reasons.

Source: How to win customers and keep them for life (2000) – Michael Leboeuf

- For every customer who bothers to complain, 26 other customers remain silent. Source: Lee Resource Inc

- It takes 12 positive service incidents to make up for 1 negative incident. Source: Lee Resource Inc

- The average "wronged customer" will tell 8-l6 people about it. Over 20% will tell more than 20. Source: Lee Resource Inc

- 91% of unhappy customers will not willingly do business with you again. Source: Lee Resource Inc

- 70% of complaining customers will do business with you again if you resolve the complaint in their favour. Source: Lee Resource Inc

- 95% of complaining customers will do business with you again if you resolve the complaint instantly. Source: Lee Resource Inc

- Reducing customer defections can boost profits by 25-85%. In 73% of cases, the organization made no attempt to persuade dissatisfied customers to stay; even though 35% said that a simple apology would have prevented them from moving to the competition. Source: NOP

- 80% of complaints received by an organisation are likely to have poor communication as their root cause, either with the customer or within the organisation itself. Source: Unknown

- 56%-70% of the customers who complain to you will do business with you again if you resolve their problem. If they feel you acted quickly and to their satisfaction, up to 96% will do business with you again, and they will probably refer other people to you. Source: the White House Office of Consumer Affairs, Washington, DC.

- A dissatisfied customer will tell 9-15 people about it. And approximately 13% of your dissatisfied customers will tell more than 20 people about their problem. Source: the White House Office of Consumer Affairs, Washington, DC.

- Happy customers who have their problems resolved will tell 4-6 people about their positive experience. Source: the White House Office of Consumer Affairs, Washington, DC.

- It costs five to six times as much to get a new (first time) customer as it does to keep a current one. Source: the White House Office of Consumer Affairs, Washington, DC.

- Customer loyalty can be worth up to 10 times as much as a single purchase. Source: the White House Office of Consumer Affairs, Washington, DC.

- It costs 6 times more to attract a new customer than it does to keep an old one. Source: “Understanding Customers” by Ruby Newell-Legner

- Customer loyalty is, in most cases worth 10 times the price of a single purchase. Source: “Understanding Customers” by Ruby Newell-Legner

- A typical business hears from only about 4% of its dissatisfied customers. 96% just go away and 91% will never come back. Source: “Understanding Customers” by Ruby Newell-Legner

- 13% of the people who have service problems tell 20 others. Source: “Understanding Customers” by Ruby Newell-Legner

- It takes 12 positive service incidents to make up for one negative incident. Source: “Understanding Customers” by Ruby Newell-Legner

- 7 out of 10 customers will do business with you again if you resolve the complaint in their favor. Source: “Understanding Customers” by Ruby Newell-Legner


Facts and Figures 3.


·         It can cost five times more gain new customers than retain existing ones. Source: TARP

·         For every customer who bothers to complain, 260 other customers remain silent. Source: Lee Resource Inc.

·         It takes 12 positive service incidents to make up for 1 negative incident. Source: Lee Resource Inc.

·         The average "wronged customer" will tell 8-16 people about it. Over 20% will tell more than 20. Source: Lee Resource Inc.

·         Reducing customer defections can boost profits by 25% - 85%. In 73% of cases, the organisation made no attempt to persuade dissatisfied customers to stay; even though 25% said that a single apology would have prevented them from moving to the competition. Source: NOP

·         80% of complaints received by an organisation are likely to have poor communication as their root cause, either with the customer or within the organisation itself. Source: Unknown

·         56% - 70% of the customers who complain to you will do business with you again if you resolve their problem. If they feel you acted quickly and to their satisfaction, up to 96% will do business with you again, and they will refer other people to you. Source: the White House Office of Consumer Affairs, Washington, DC

·         It costs five to six times as much to get a new (first time) customer as it does to keep a current one. Source: the White House Office of Consumer Affairs, Washington, DC

·         Customer loyalty is, in most cases worth 10 times the price of a single purchase. Source: "Understanding Customers" by Ruby Newell-Legner

·         Betsy Sanders in her book "Fabled Service" sums it up with:

                    - Share your passion for service

                    - Make service everything your company is and does

                    - Be of service in all that you do

                    - Act according to the believe that you are in business to serve your customers

                    - Serve those who serve your customers Design every part of your business with service as the desired outcome

                    - Be in business to serve society

                    - Create and sustain the service vision

  

·         "Thank you very much" These are the four most important words you can ever say, or will ever hear. Source: Unknown

·         SERVE, (from Latin: servire = to serve). To exert oneself continuously. To render service so as to benefit, help, or promote. To deliver in readiness. To furnish or supply. Synonyms: aid, advance, help assist.

·         In the real world there are YES and NO. In SERVICE there are Yes and "May I suggest the following?"

·         Before starting any shift: Take three deep breaths. Say: I can do this.

·         Given a choice between a smiling person and one who is frowning, who would you approach?

·         Tell me to what you pay attention and I will tell you who you are. Source: Albert Einstein

·         If it's out of your control, don't waste time worrying about it. Focus on those things that you CAN control.

·         Never be defensive with a customer. Never hid behind a counter or desk. Never make excuses. Only amateurs do that stuff.

·         THANK YOU NOTES - Anybody can write one. Everybody loves getting one.

·         If you are offered a company training class: GO.

·         Many forgive injuries, but no one forgives contempt. Source: Thomas Jefferson

·         People solve problems. Technology only helps to make the solutions faster.

·         It takes more time to complain that it takes to change.

·         Nothing great was ever achieved without enthusiasm. Source: Ralph Waldo Emerson

·         Keep my words positive: Words become my behaviours. Keep my behaviours positive: Behaviours become my habits. Keep my habits positive: Habits become my values. Keep my values positive: Values become my destiny. There is no dress rehearsal: This is one day in YOUR life. Source: Mahatma Gandhi

·         Rule 1: The customer is always right. Rule 2: If the customer is ever wrong, re-read Rule 1. Source: Stew Leonard

·         Customer satisfaction is worthless. Customer loyalty is priceless. Source: Jeffrey Gitomer

·         Do what you say you are going to do, when you say you are going to do it, in the way you said you were going to do it. Source: Larry Winget

·         If you're not serving the customer, your job is to be serving someone who is. Source: Jan Carlzon

·         There is only one boss. The customer. And they can fire everybody, by spending their money somewhere else. Source: Sam Walton

·         Do what you do so well that they will want to see it again and bring their friends. Source: Walt Disney

·         If you don't genuinely like your customers, chances are they won't buy. Source: Tom Watson

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