17 Stats To Show Why Customer Experience Matters The Most

By DSIM Team / 28/07/2017

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55% of consumers would pay more for a better customer experience.
A typical business hears from 4% of its dissatisfied customers.
It takes 12 positive experiences to make up for one unresolved negative experience.
95% of consumers talk about poor customer service experiences with other people.
75% of online customers expect help within 5 minutes.
Companies that excel at customer experience grow revenues 4-8% above the market.
42% of consumers have purchased more after a good customer service experience.
52% stop buying after a bad customer service interaction.
64% of consumers (B2C) and 80% of business buyers (B2B) expect real time communication with companies.
75% of customers believe it takes too long to reach a live agent.
91% of unhappy customers will not willingly do business with you again.
94% of all online retailers provide email customer service.
48% of customer service pros believe this focus gives them a competitive advantage.
Most brands have not increased their CX budget from 2016 to 2017.
It is 6-7 times more costly to attract a new customer than it is to retain an existing customer.
10% increase in customer retention levels result in a 30% increase in the value of the company.
There’s a $3 return on investment expected for every $1 invested in the customer experience.

17 Stats to Show Why Customer Experience Matters The Most