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25 Customer Service Statistics Every Customer Manager Should Read

Are you interested in improving your customer service?


It may happened to you that you are buying something and this transaction is not going well. As a retailer you know that it is impossible for businesses to maintain all transactions to be perfect. If you are interested in eliminating flaws that are commonly and often occurring in all types of markets, sit tight and read more about common customer care problems and how to get rid of them (problems, not customers) and gain more customers and more loyal customers.

Here you can find some inspiring stats and find out how important customer service for your clients really is:

Youstice.com 25-customer-service-statistics-every-customer-manager-should-read

- Today 32% of consumers face problems with defective goods and services. These disputes often end up unresolved or in costly court proceedings.

- 41% of customers expect a response to their email within six hours. Yet the research data reveals that only 18% of companies deliver within this timeframe.

- It is 6-7 times more costly to attract a new customer than it is to retain an existing customer.

- 89% of consumers have stopped doing business with a company after experiencing poor customer service.

- It takes 12 positive customer experiences to make up for one negative experience.

- 70% of buying experiences are based on how the customer feels they are being treated.

- 55% of consumers would pay more for a better customer experience.

- 83% of consumers require some degree of customer support while making an online purchase.

- A 10% increase in customer retention levels result in a 30% increase in the value of the company.

- 82% of consumers say the number one factor that leads to a great customer service experience is having their issues resolved quickly.

- 70% of customers will do business with you again if you resolve their complaints.

- Reducing your customer defection rate by 5% can increase your profitability by 25 to 125%.

- 90% of customer experience decision makers say that a good experience is critical to their success; 63% think the importance of the customer experience has risen.

- 72% of customers said that they expect a response from a brand within an hour if they have a question or complaint.

- In 2013, 62% of global consumers switched service providers due to poor customer service experiences, up 4% from the previous year.

- 51% of companies plan to increase the staffing of their centralized customer experience team in 2014.

- By 2020, customer experience will overtake price and product as the key brand differentiator.

- Customers are increasingly frustrated with the level of services they experience: 91% because they have to contact a company multiple times for the same reason, 90% by being put on hold for a long time, and 89% by having to repeat their issue to multiple representatives.

- 92% of organizations that view customer experience as a differentiator offer multiple contact channels.

- 71% of business leaders believe that customer experience is the next corporate battleground

- 96% of unhappy customers don’t complain, however 91% of those will simply leave and never come back

- Happy customers who get their issue resolved tell about 4-6 people about their experience.

- A dissatisfied customer will tell between 9-15 people about their experience. Around 13% of dissatisfied customers tell more than 20 people.

- Just 7% of consumers say that customer service experiences they have with companies typically exceed their expectations.

- 42% of service agents are unable to efficiently resolve customer issues due to disconnected systems, archaic user interfaces, and multiple applications.



These statistics are fully illustrate the growing importance of company’s customer service as well as the need for constant upkeeping of this part of your business for your clients. Customer satisfaction depends on their experiences and impressions.


Of course, there is no recipe for being a perfect vendor, which is why Donald Porter says – “Customers don’t expect you to be perfect. They expect you to fix things when they go wrong”. Let Mr. Porter inspire you in your customer care and start this tangly road to reach a goal with our help. Recently we have created an online platform where you are able to meet your customer’s expectations quickly and easily through simple management of claims. If you are interested, take a look and try how it works here and let us help you shine among your rivals and thrive.

Do you want to improve your customer service? Let these 7 influencers' pieces of advice inspire you. If you like this article, maybe you will be also interested in 30 E-commerce Facts Every E-shop Owner Should Read.



Sources: European Commision, Forrester, White House Office of Consumer Affairs, RightNow Customer Experience Impact Report, Digital.com, McKinsey, Defaqto Research, eConsultancy, Bain & Co, LivePerson, Ruby Newell-Legner, Leading on the Edge of Chaos - Emmet Murphy and Mark Murphy, Hubshout, Accenture Global Consumer Pulse Survey, Temkin Group, Customers 2020 Report, Deloitte: Contact Center Survey, Shaw & Ivens, 1st Financial Training services, Echo 2012 Global Customer Service Barometer,




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