“Although your customers won’t love you if you give bad service, your competitors will.”- Kate Zabriskie

Source: Global Customer Service Barometer, American Express Survey

Poor customer service is costing UK businesses £15.3 Billion!

78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience

News of bad customer service reaches more than twice as many ears as praise for a good service experience.

Consumers are 2 times more likely to share their bad customer service experiences than they are to talk about positive experiences

On average, UK consumers will pay a premium of 7% for the privilege of good customer service and 70% state they would do more business with an organisation that offered decent customer care

Source: Bain & Co.

A customer is 4 times more likely to buy from a competitor if the problem is service related vs. price or product related

A 10% increase in customer retention levels result in a 30% increase in the value of the company

Source: White House Office of Consumer Affairs

It is 6-7 times more costly to attract a new customer than it is to retain an existing customer

On average, loyal customers are worth up to 10 times as much as their first purchase


It takes 12 positive experiences to make up for one unresolved negative experience.

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