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“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

Source: http://www.parature.com/infographic-financialcustserv/

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


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