×
Request a Demo

Request a Demo

Look No Further. Get Started Today

Customer Experience

42 Customer Satisfaction Stats to Know for 2021

42 Customer Satisfaction Stats to Know for 2021

Customer Satisfaction is the key element that drives a business towards success and enhancing this element in your business means to provide your customers not only a good product or a service, but also a great Customer Experience. If we look at the market situations a few years ago, let's say a decade or two, the key factors influencing sales were price and product quality.

The popular law of demand of economics also proves a rise in demand for a product with a decrease in prices and vice versa, and it is still prevalent. But providing a great Customer Experience has become even more important for a business to be successful than price and product.

In fact, people are willing to pay more for a better Customer Experience. It has become a top priority for the customers to choose a brand which provide them a better Customer Experience and in 2021, this priority will only rise.

We can see that the advertisements nowadays also focus more on Customer Experience rather than just price and product. Here are some interesting Customer Satisfaction statistics that prove that Customer Experience matters a lot!

These stats will not only motivate you to focus on Customer Experience, but also help you get good ideas and strategies to start measuring and enhance Customer Satisfaction using CSAT Software.

Customer Leave Brands due to Bad Customer Experience

33% of Americans say they’ll consider switching brands just after a single instance of poor customer service.
American Express (Click here to Tweet this)
U.S. companies lose more than $62 billion annually due to poor customer service.
Newvoicemedia.com (Click here to Tweet this)
74% of people are likely to switch brands if they find the purchasing process too difficult.
Salesforce (Click here to Tweet this)
51% of customers will never do business with that company again just after one poor Customer Experience.
Newvoicemedia.com (Click here to Tweet this)
78% of customers have backed out of a purchased due to a poor customer experience.
Glance (Click here to Tweet this)
34% of the time, customers switch brands because they are dissatisfied with the Customer Service.
Verint's Customer Retention Statistics (Click here to Tweet this)
91% of customers who are unhappy with a brand will just leave the brand without even complaining.
Salesforce (Click here to Tweet this)

What Good Customer Service brings in for you

These stats show how providing a great Customer Experience can be a boon for your business and pave the way for your great success. From making new customers to acquiring more profits, good customer service brings in everything for you that you need to grow your business.

69% of people surveyed said that they choose to shop more frequently at retailers with consistent customer service.
Forrester Research, Inc. (Click here to Tweet this CSAT stat)
68% of customers said the service rep was key to a recent positive service experience. 62% said that this was also due in part to the rep's knowledge or resourcefulness.
American Express (Click here to Tweet this CSAT stat)
Consumers are willing to spend 17% more on a company that provides outstanding customer service.
American Express (Click here to Tweet this CSAT stat)
77% of customers would recommend a brand to a friend after having a single positive experience.
Tempkin Group (Click here to Tweet this CSAT stat)
73% of customers fall in love with a brand and remain loyal because of friendly customer service reps
RightNow (Click here to Tweet this CSAT stat)
93% of customers are likely to make repeat purchases with companies who offer excellent customer service.
Hubspot (Click here to Tweet this CSAT stat)
As a group, Millennials are willing to spend the most 21% more for great customer care.
American Express (Click here to Tweet this CSAT stat)
7 out of 10 U.S. consumers say they’ve spent more money to do business with a company that delivers great service.
American Express (Click here to Tweet this CSAT stat)
86% of buyers are willing to pay more for a great customer experience.
Superoffice.com (Click here to Tweet this CSAT stat)

Customer Experience and Word of Mouth

Word of mouth is one of the greatest influencer in the market. These stats prove how providing a positive or a negative Customer Experience creates good and bad word of mouth in the market and how largely it affects your sales.

72% of customers will share a positive experience with 6 or more people. On the other hand, if a customer is not happy, 13% of them will share their experience with 15 or even more.
Esteban Kolsky (Click here to Tweet this CSAT stat)
35% of American customers post negative comments about companies on social media, but 53% post positive comments.
American Express (Click here to Tweet this CSAT stat)
74% of consumers identify word of mouth as a key influencer in their purchasing decisions.
American Express (Click here to Tweet this CSAT stat)
92% of buyers trust the recommendations of their family and friends to buy a product.
Nielsen’s latest Global Trust in Advertising report (Click here to Tweet this CSAT stat)
62% of customers say they share their bad experiences with others.
SalesForce (Click here to Tweet this CSAT stat)
88% of Consumers trust online reviews a much as personal recommendations. 
BrightLocal (Click here to Tweet this CSAT stat)
86% of millennials agree that they are influenced by negative reviews while purchasing a product or service.
Zendesk (Click here to Tweet this CSAT stat)

What Companies and Customers think about Customer Satisfaction?

You can provide maximum satisfaction to the customers only when you know what they feel. These statistics will let you explore some common customer perceptions about the experience they get and what they expect from a business, and also what companies have realized about Customer Satisfaction.

83% of companies that believe it’s important to make customers happy also experience growing revenue.
Forbes (Click here to Tweet this CSAT stat)
73% of consumers say a good experience is key in influencing their brand loyalties.
Forbes (Click here to Tweet this CSAT stat)
96% of customers say customer service is important in their choice of loyalty to a brand.
Forbes (Click here to Tweet this CSAT stat)
84% of customers say they’re more likely to stick with a brand that treats them like a person, not a number.
Salesforce (Click here to Tweet this stat)
68% of consumers say a friendly customer service operative is a primary factor in positive service experiences, while 62% believe the staff member’s knowledge and resourcefulness is crucial.
Business Wire (Click here to Tweet this stat)
76% of customers expect companies to understand their needs.
Salesforce (Click here to Tweet this stat)

Factors Affecting Customer Experience

Customer Experience is not only about a great service, there are a number of factors along with it that create good or bad Customer Experiences like how you treat them and respond to their queries and concerns. These stats will help you explore them.

90% of customers rate an "immediate" response as important or very important when they have a customer service question.
Hubspot (Click here to Tweet this stat)
70% of the customer's journey is based on how the customer feels they are being treated.
McKinsey (Click here to Tweet this stat)
71% of consumers believe that a quick response from your service team can drastically improve their customer experience.
Comm100 (Click here to Tweet this stat)
Your online conversion rate can improve by roughly 8% when you include personalized consumer experiences.
Trust Pilot (Click here to Tweet this stat)
74% of millennials report that their perception of a brand improves when it is clear the company responds to customers’ social media inquiries.
Microsoft (Click here to Tweet this stat)
73% of consumers say that valuing their time is the most important thing a company can do when providing customer service.
Forrester (Click here to Tweet this stat)

Channels for Customer Service and Handling Customer Concerns

If you want to enhance Customer Satisfaction, you need to follow a multi-channel approach to deal with customers and their concerns. These stats will let you know the prevalent channels that customers use as a mode of communication and you can utilize to improve Customer Experience.

54% of customers used email for customer service last year, making it the most used digital channel for customer service.
Forrester (Click here to Tweet this stat)
62% of customers want to communicate with companies via email for customer service. 48% want to use the phone, 42% live chat, and 36% "Contact Us" forms.
Hubspot (Click here to Tweet this stat)
More than 65% of customers aged 18-44 use mobile to seek for service more than once a month.
SoftwareAdvice (Click here to Tweet this stat)
65% of people aged 18-34 believe social media is an effective channel for customer service, while 75% of people aged 55 and over do not.
Microsoft (Click here to Tweet this stat)
79% of American internet users are on Facebook, making it the most popular social media platform.
Lyfe Marketing (Click here to Tweet this stat)
31% of customers report reaching out to a company via Twitter.
Forrester (Click here to Tweet this stat)
Millenials prefer live chat for customer service over every other communication channel.

Learn more about Customer Satisfaction (CSAT)

Published on Dec 02, 2020. Updated on Oct 13, 2021.



Nikhil Dawer

Written by Nikhil Dawer

Dec 02, 2020

Download Free Net Promoter Score Calculator on Excel by Zonka Feedback

Get the latest from Zonka Feedback

Get the best of Feedback and CX News, Tips, and Tricks straight to your inbox.