Customer Service
[Infographic] 16 Customer Service Stats to Know in 2020

[Infographic] 16 Customer Service Stats to Know in 2020

Sep 20, 2023
3 min read

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Table of contents

The dynamics between business and customers have evolved with time. Companies have realized that it’s paramount to make customer service an org-wide mission to stay relevant in the current business climate.

increase in search for the term customer first over the years
There’s been a steady increase in the term ‘customer first’ over the years

Ads have shifted from being product-centric to customer-centric, and customer service is now a deciding criterion for purchase. But how exactly has the narrative changed? 

The Temkin Group found that companies that earn $1 billion annually can earn about an additional $700 million within 3 years of investing in customer experience, and that’s just one of the statistics. Read on to find out more! 

Customer service stats in 2020 infographic

Global opinion on customer service

  1. 54% of consumers have higher customer support expectations compared to 2019

  2. 67% of people believe that customer service is improving

  3. 52% of people think companies should take action on feedback provided by customers

How customers behave when it comes to customer service

  1. 62% of customers communicate with companies via email
    1. 48% use the phone
    2. 42% live chat
    3. 36% through Contact Us forms.

  2. 88% of consumers are influenced by online customer service reviews when buying

  3. 79% of millennials prefer buying brands that have mobile-responsive customer support

  4. 49% of buyers have made impulse purchases owing to a more personalized experience

  5. 1 in 3 customers will leave a trusted brand after only 1 bad experience
    1. 92% would completely abandon a company after 2 negative interactions

  6. 21% – that’s how much more millennials are willing to spend for great customer care

  7. 64% of people find customer experience more important than price.

  8. 1 Hour – That’s the ideal wait-time for email support. 

What companies are saying

  1. 70% of the customer’s actions are based on how they feel they are being treated

  2. 1 in 5 times – that’s how often customer service agents ask for the customer’s name

  3. A 20% improvement in employee engagement is seen by companies that invest in customer experience

  4. 600% to 1400% higher LTV is seen in a customer experience promoter than that of a detractor

  5. 89% of CX professionals think customers share more support experiences now than in the past

  6. 70% improvement in employee engagement in seen by companies that invest in customer experience
Handles growth at Hiver. When he's not thinking about the next big campaign, you can usually find him traveling somewhere or reading a book.

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