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50 Customer Satisfaction Stats to Know for 2023

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.

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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 that provides them with a better Customer Experience, and in 2021, this priority will only rise.

Nowadays, advertisements also focus more on customer experience than price and product. Here are some interesting Customer Satisfaction statistics that prove how 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 enhancing 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
U.S. companies lose more than $62 billion annually due to poor customer service.
74%  of people are likely to switch brands if they find the purchasing process too complicated.
51% of customers will never do business with that company again just after one poor Customer Experience.
78% of customers have backed out of purchase due to a poor customer experience.
34%  of the time, customers switch brands because they are dissatisfied with Customer Service. 
Verint's Customer Retention Statistics
91% of customers unhappy with a brand will leave the brand without even complaining. 

What Good Customer Service brings 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 everything you need to grow your business.

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

Customer Experience and Word of Mouth

Word of mouth is one of the most significant influencers 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 large it affects your sales.

72% of customers will share a positive experience with six or more people. On the other hand, if customers are unhappy, 13% will share their experience with 15 or even more.
Esteban Kolsky
35% of American customers post negative comments about companies on social media, but 53% post positive comments.
American Express
74%  of consumers identify word of mouth as a key influencer in purchasing decisions. 
American Express
92% of buyers trust the recommendations of their family and friends to buy a product.
Nielsen’s latest Global Trust in Advertising report
62% of customers say they share their bad experiences with others.
88% of Consumers trust online reviews as much as personal recommendations. 
86% of millennials agree that they are influenced by negative reviews while purchasing a product or service.

What do 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, what they expect from a business, and what companies have realized about Customer Satisfaction.

83%  of companies that believe it’s essential to make customers happy also experience growing revenue. 
73%  of consumers say a good experience is vital in influencing their brand loyalties. 
96% of customers say customer service is important in their choice of loyalty to a brand.
84% of customers say they’re more likely to stick with a brand that treats them like a person, not a number.
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 are crucial. 
Business Wire
76% of customers expect companies to understand their needs.

Factors Affecting Customer Experience

Customer Experience is not only about excellent service. Several factors 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.
70%  of the customer's journey is based on how they feel they are being treated. 
71% of consumers believe that a quick response from your service team can drastically improve their customer experience.
Your online conversion rate can improve by roughly 8% when you include personalized consumer experiences.
Trust Pilot
74% of millennials report that their perception of a brand improves when it is clear the company responds to customers’ social media inquiries.
73% of consumers say that valuing their time is the most important thing a company can do when providing customer service.

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 them to improve Customer Experience.

54% of customers used email for customer service last year, making it the most used digital channel for customer service.
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.
More than 65%  of customers aged 18-44 use mobile to seek service more than once a month. 
Software Advice
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.
79% of American internet users are on Facebook, making it the most popular social media platform.
Lyfe Marketing
31% of customers report reaching out to a company via Twitter.
Millennials prefer live chat for customer service over every other communication channel.
Software Advice

Companies Realizing the Value of Customer Experience

Companies have also realized the importance of providing a great Customer Experience and are working on it. So to have a competitive edge, it is necessary to work on Customer Experience. These stats will explain how businesses are putting in more efforts to improve Customer Experience, and customers also realize this, ultimately leading to more benefits for the companies.

Nearly two-thirds of the companies compete primarily on Customer Experience.

Companies that focus on Customer Experience have witnessed an 80% increase in their revenue.

Business revenue can go almost double in 36 months if Customer Experience is improved to a satisfactory level.
Super Office

88% of the businesses have made Customer Experience a priority in all of their contact centers.
Sharpen CX

87% of the business leaders agree that providing exceptional Customer Experience is necessary for their organizations.
Smart Insights

67% of the customers around the world believe that customer service is improving as a whole.

81% of American customers reported that businesses are meeting or exceeding their expectations in customer service.
American Express

Businesses that prioritize Customer Experience have reported a 4-8% higher revenue increase than their competitors.

Learn more about Customer Satisfaction (CSAT)

What is Customer Satisfaction?
4 Metrics You Need To Track to Measure Customer Satisfaction & Loyalty
Top 5 Benefits of Customer Satisfaction
5 Actionable Ways to Improve Customer Satisfaction
52 Customer Satisfaction Quotes to inspire you to start measuring Customer Satisfaction now

Nikhil Dawer

Written by Nikhil Dawer

Dec 02, 2020

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