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Be Mindful of These Customer Experience Statistics

May 07, 2012 by Morgan Pulitzer

Customer Experience Statistics to keep in mind throughout 2012:

  • US consumers prefer to resolve their customers’ service issues using the telephone (90%), face to face (75%), company website or email (67%), online chat (47%), text message (22%), social networking site (22%).
    Source: American Express 2011 Global Customer Service Barometer
  • Only 37% of brands received “good” or “excellent” customer experience index scores this year. 64% of brands got a rating of “OK,” “poor,” or “very poor” from their customers.
    Source: Forrester’s Customer Experience Index, 2012
  • Poor customer experiences result in an estimated $83 Billion loss by US enterprises each year because of defections and abandoned purchases.
    Source: Parature Customer Service Blog
  • 89% of consumers began doing business with a competitor following a poor customer experience.
    Source: RightNow Customer Experience Impact Report 2011
  • 86% of consumers will pay more for a better customer experience.
    Source: RightNow Customer Experience Impact Report 2011
  • Only 26% of companies have a well-developed strategy in place for improving customer experience.
    Source: Econsultancy MultiChannel Customer Experience Report

To learn more about CallFinder speech analytics and how this simple and affordable technology will benefit your business by monitoring agent performance, and help improve customer satisfaction levels, call 1-800-639-1700, or contact a CallFinder Specialist.

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