31 spooky customer service facts & stats

1. “A quarter of Americans would rather shave their heads than contact customer service.” - Forbes 

2. “Per a January 2022 Independent Directors Counsel (IDC) White Paper commissioned by Emplifi, only 11% of customers would rate their CX as excellent, leaving companies a lot of room to improve.” - Insider Intelligence

3. “58% of consumers say their customer service expectations are higher than they were a year ago.” -TalkDesk

4. "Customers can be quick to punish companies after poor service. 33% would consider switching companies immediately after poor service. 60% would consider switching after 2-3 instances of poor service." - American Express

5. "33% of customers are most frustrated by having to wait on hold. 33% are most frustrated by having to repeat themselves to multiple support reps." - Hubspot Research

6. “78% of customers have backed out of purchasing because of a negative customer service experience." - Zippia

7. “94% of consumers expect customer support to become more technologically advanced.” - CGS

8. “It takes 12 positive customer experiences to make up for one negative experience.” - Glance

9. "52% of consumers are extremely or somewhat likely to switch brands if a company doesn’t make an effort to personalize their communications to them." - PATLive via Salesforce

10. “30% of Americans would rather do their taxes than try to resolve an issue through customer service.” - Forbes 

11. “80% of customers now consider the experience a company provides to be as important as its products and services.” - Salesforce Research 

12. “53% of customers believe companies don’t take any action on customer feedback." - Zippia

13. “66% of consumers say they’re extremely or somewhat likely to switch brands if they feel like they’re treated like a number rather than an individual." - PATLive via Salesforce

14. “Customers will tell an average of 16 people about a negative customer service experience." - Zippia

15. “71% of consumers said customer service at large businesses stayed the same or got worse.” - CGS

16. “90% of companies do not acknowledge or inform the customer that an email has been received.”  - Super Office

17. “97% of companies do not send a follow-up email to customers to see if they are satisfied with the response.” - Super Office  

18. “A customer is four times more likely to switch to a competitor if the problem they're having is service-based." - HelpScout via Bain and Company

19. “62% of respondents have stopped using a company specifically because of bad customer support.” - Forbes 

20. “93% of customer service teams say customers have higher expectations than ever before.” - Hubspot

21. "90% of Americans use customer service as a factor in deciding whether or not to do business with a company." - Hubspot via Microsoft

22. "65% of customers said they have changed to a different brand because of a poor experience." - HelpScout via Khoros

23. “78% of consumers have contacted a company multiple times to address a single concern.” - NBC

24. “Customer service agents are managing 7.2 more calls per day.” - Calabrio

25. “Businesses lose about $75 billion each year due to poor customer service." - Zippia

26. “Only 26% of U.S. workers believe their organization always delivers on the promises they make to customers.” - Gallup

27. “62% of companies ignore customer service emails.” - Super Office

28. “Pubic Administration / Government is among the top five most hated industries by customer satisfaction score.” - Hubspot 

29. “North American airline customers should prepare to wait on hold for 59 minutes on average, according to the 2022 Airline Customer Service Benchmark Report.” - Netomi

30. “62% of customers say they share bad experiences with others.” - Oberlo via Salesforce

31. “Companies are still averaging a 14% volume increase in call centers.” - CGS