Critical Customer Service Statistics
What Customers Really Want You to Know
According to Mercer Smith’s article "107 Customer Service Statistics and Facts You Shouldn't Ignore," the following statistics emphasize the critical importance of soliciting and acting on customer feedback:
| 90% of customers rate an "immediate" response as essential or very important when they have a customer service question. (HubSpot Research) |
| 60% of customers define "immediate" as 10 minutes or less. (HubSpot Research) |
| 70%+ of customers appreciate internal collaboration on their behalf so the customer doesn't have to repeat themselves. (Zendesk) |
| 90% of worldwide consumers consider issue resolution their most crucial customer service concern. (KPMG) |
NCSA President C. William Crutcher's books Managing Service Excellence and Maximizing Customer Loyalty highlight the importance of routinely gathering customer feedback, analyzing it, and taking meaningful action. Your strategies to gain customer input might include:
- Comment cards
- Mystery or secret shoppers
- Focus groups
- Customer surveys
- Service metrics
The key to success lies not just in gathering feedback, but in implementing changes based on that input and supporting your workforce in meeting the new standards. Your business's success depends on it!
