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What do the numbers say?

- For 85% of consumers the experi-
ence a company provides is just as
important as its product or service.

- 70% of consumers associate how
valuable a company is with the quali-
ty and fast service it offers.

- 76% of consumers form an opinion
about a brand mainly from their
experience with customer service.

- 96% of consumers consider cus-
tomer service to be important in
choosing to trust a business.

- 93% of consumers will return to a
business if it has good customer
service.

- For 1/3 of consumers a single bad experience
is enough to reject a brand.

- Consistency is a factor that strongly in uences consumers, with nearly three-quarters
(74%) of them demanding that a brand provide the same experience across all its stores.
When that experience is positive, more than half (59%) visit its store more often, while
one in four consumers visit a brand's physical location less often after a bad experience.

- 72% of consumers expect a company's customer service representatives to know who
they are, what they've bought and to have information about past transactions.
- 86 % of consumers are willing to pay more for a better experience.
- 60 % of consumers have written a negative review about a business due to poor cus-
tomer service.
- 53 % of consumers will choose not to buy from a business that has negative reviews.
- Poor customer service costs businesses $75 billion (€68 billion) annually in lost revenue
in the US alone.
- consumers who have a positive experience with a brand are 8.4 times more likely to
recommend it to others.

Customer Service and Experience