Critical Customer Service Statistics

The Real Cost of Bad Customer Service

Poor customer service comes at a real cost. The following statistics, from the article "107 Customer Service Statistics and Facts You Shouldn't Ignore" by Mercer Smith highlight just how quickly customers may decide to take their business elsewhere.

80% of customers say they would rather do business with a competitor after more than one bad experience

12 positive customer experiences are needed to make up for one negative experience. (Ruby Newell-Legner, Understanding Customers)

78% of customers have backed out of a purchase due to a poor customer experience. (Glance)

These statistics are a powerful reminder that organizations may not get a second—and certainly not a third—chance to deliver great service. Even customers who seem loyal may start looking elsewhere after just one or two disappointing experiences.

Today's customers have plenty of choices, and they are not afraid to use them. When someone chooses your organization, it's an opportunity to show professionalism, care, and a genuine commitment to service.

And great service doesn't happen by accident. When you’re not actively helping customers, take time to think about how you can improve the experience the next time you interact with them.

After all, there are always competitors who would be happy to earn your customers' business. Consistently delivering excellent service is the best way to keep them coming back.