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Created with Fabric.js 1.4.5 It takes 12 positive customer experiences to make up for one negative experience. (Parature) Customer Service Stats Customer Service Stats 12 89% 6-7 It is 6-7 times more costly to attract a new customer than it is to retain an existing. (White House Office of Consumer Affairs) 89% of consumers have stopped doing business with a company after experiencing poor customer service. (RightNow Customer Experience Impact Report) Consumers are 2 times more likely to share their bad customer service experiences than they are to talk about positive experiences. 2012 Global Customer Service Barometer 2x A customer is 4 times more likely to buy from a competitor if the problem is service related vs. price or product related. Bain & Co. 4x 70% of buying experiences are based on how the customer feels they are being treated. McKinsey 70% 55% of consumers would pay more for a better customer experience. Defaqto Research 55% Customer churn is attributed to the poor quality of customer service. Accenture Maximizing Customer Retention Report The probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20% Marketing Metrics. 60% For every customer complaint there are 26 other unhappy customers who have remained silent Lee Resource. 96% of unhappy customers don’t complain, however 91% of those will simply leave and never come back – 1Financial Training services. A dissatisfied customer will tell between 9-15 people about their experience. Around 13% of dissatisfied customers tell more than 20 people. Happy customers who get their issue resolved tell about 4-6 people about their experience. – White House Office of Consumer Affair. - A 5% reduction in the customer defection ratecan increase profits by 5 – 95% Bain & Company. 55% of current marketing spend is on new customer acquisition – McKinsey Only 12% of current marketing spend is on customer retention – McKinsey 5% 26% 55% 12% 96% 9-15 4-6 Prepared by SkyFeedback.com 6x Customers who rate you 5 on a scale from 1 to 5 are six times more likely to buy from you again, compared to ‘only’ giving you a score of 4.8. TeleFaction data research.
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