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14 STATISTICS THAT WILL MAKE YOU THINK TWICE ABOUT CUSTOMER SERVICE презентация
Содержание
- 1. 14 STATISTICS THAT WILL MAKE YOU THINK TWICE ABOUT CUSTOMER SERVICE
- 2. 89% of consumers have stopped doing business
- 3. Consumers are 2 times more likely to
- 4. A customer is 4 times more likely
- 5. It takes 12 positive customer experiences to make up for one negative experience. (Parature)
- 6. 55% of consumers would pay more for a better customer experience. (Defaqto Research)
- 7. 78% of consumers have bailed on a
- 8. It is 6-7 times more expensive to
- 9. For every customer who bothers to complain,
- 10. In the last year, 67% of customers
- 11. In 2014 so far, brands in the
- 12. 65% of 1,000 consumers surveyed said they’ve
- 13. 41% of customers expect a response to
- 14. 96% of unhappy customers don’t complain, however
- 15. Happy customers who get their issue resolved
89% of consumers have stopped doing business with a company after experiencing poor customer service Source: RightNow Customer Experience Impact Report
Слайд 289% of consumers have stopped doing business with a company after
experiencing poor customer service
Source: RightNow Customer Experience Impact Report
Слайд 3Consumers are 2 times more likely to share their bad customer
service experiences than they are to talk about positive experiences.
(2012 Global Customer Service Barometer)
Слайд 4A customer is 4 times more likely to buy from a
competitor if the problem is service related vs. price or product related.
(Bain & Co.)
Слайд 778% of consumers have bailed on a transaction or not made
an intended purchase because of a poor service experience
(American Express Survey)
Слайд 8It is 6-7 times more expensive to acquire a new customer
than it is to keep a current one
(White House Office of Consumer Affairs)
Слайд 9For every customer who bothers to complain, 26 other customers remain
silent
(White House Office of Consumer Affairs)
Слайд 10In the last year, 67% of customers have hung up the
phone out of frustration they could not talk to a real person
(Consumer Reports Survey 2011)
Слайд 11In 2014 so far, brands in the UK are currently losing
nearly £15billion annually due to poor customer service
(Parature)
Слайд 1265% of 1,000 consumers surveyed said they’ve cut ties with a
brand over a single poor customer service experience
(Parature)
Слайд 1341% 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
(Youstice)
Слайд 1496% of unhappy customers don’t complain, however 91% of those will
simply leave and never come back
(Youstice)
Слайд 15Happy customers who get their issue resolved tell about 4-6 people
about their experience
(White House Office Of Consumer Affairs)
