Customer Service By The Numbers

By The Numbers

As educators, we know knowledge is important and can be found from a variety of sources. Private companies understand delighting the customer is critical to their success. As a result, much has been invested in learning what customers expect. While it is true that education and private business and industry have very different core functions these 10 statistics, researched by industry, can provide guidance to institutions who are serious about improving the student experience.

Just The Facts

Nine in ten Americans use service to gauge whether or not they will do business with a company. - American Express
73% of customers fall in love with a brand because of friendly customer service representatives. - RightNow
Attracting a new customer is 6-7 times more expensive than retaining a current one. -Kolsky
75% of customers desire a consistent experience regardless of how they engage a company, e.g. social media, in person, by phone, etc. - Salesforce
Across the globe, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand. -Microsoft
82% of customers have ceased business with a company because of a poor customer experience. - Zendesk
A 5% increase in customer retention can produce 25% more profit. -Small Business Trends
The average American tells 15 people when they’ve had a poor customer service experience. Men tell the most people (21) when they have had a poor customer service experience, while Women tell about 10 people when they have had a poor customer service experience.-AmericanExpress
89% of customers report feeling frustrated if they have to repeat their issue to multiple customer service representatives. - Aspect
66% of 18-34-year-olds say their customer service expectations have risen in the last year. - Microsoft