Customer satisfaction

Customer satisfaction fact sheet

Facts and stats about customer satisfaction mentioned in our guide. These insights will help your business deliver incredible growth.

It is estimated that consumers will pay 17% more to brands who are known for great customer service

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73% of companies with above average customer experience perform better financially than their competitors, you should care about customer satisfaction

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"89% of companies expect to compete mostly on the basis of customer experience, versus 36% four years ago

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40% of business revenue in the US comes from repeat customers

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92% of consumers trust recommendations from friends and family

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88% of consumers are influenced by online customer service reviews when making a buying decision

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65% of companies measure NPS compared with 44% that measure CSAT and 14% that measure CES

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33% of customers who abandoned a business relationship last year did so because personalization was lacking

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67% of people who had a good experience actively recommended those services or products to others

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55% no longer trust the companies they buy from as much as they used to

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Men tell the most people (21 people) when they have had a poor customer service experience

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"67% of customers mention bad experiences as a reason for churn, but only 1 out of 26 unhappy customers complain

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Investing in new customers is between 5 and 25 times more expensive than retaining existing ones

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On average women tell about 10 people when they have had a poor customer service experience

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95% of customers tell others about a bad experience and 87% share good experiences

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"63% CX professionals use customer feedback to prioritize investment in better products, services and customer experiences.

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93% of customers are likely to make repeat purchases with companies who offer excellent customer service

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Incorporation of access to human contact increased customer loan acceptance by 16

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A repeat customer spends 67% more than a new customer

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79% of consumers who shared complaints about poor customer experience online had their complaints ignored

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It takes a customer 12 positive experiences to redeem one unresolved negative experience

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"According to the White House Office of Consumer Affairs, on average, loyal customers are worth up to 10 times as much as their first purchase.",blockquote>

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Attracting a new customer is 6-7 times more expensive than retaining a current one

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52% of people who had bad experiences actively told others that they should stop buying from the company

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