83% of consumers cite good customer service as the most important factor—outside of price and product—when deciding what to buy. (Khoros)

75% of customers are willing to spend more to buy from businesses that give them a good customer experience. (Zendesk)

82% of customers will spend more money on companies that deliver great online service. (Gladly)

A mere 5% increase in customer retention produces more than a 25% increase in profits. (Bain & Company)

Consumers are 3.5 times more likely to purchase more from a brand after a positive customer experience (XM Institute 2021)

Customer experience-focused businesses have a 1.5x higher year on year growth than other companies in customer retention, repeat purchase rates, and customer lifetime value (Adobe 2018)

An NPS® promoter score has a customer lifetime value that's 600% - 1400% higher than a detractor. (HubSpot Research)

More than 65% of people have higher expectations for customer service today than they did three to five years ago. (Netomi)

Only 19% of consumers believe customer service is exceeding expectations. (Gladly)

75% of consumers prefer an authentic human voice over a perfectly crafted brand message. (Khoros)

53% of shoppers believe their feedback doesn't go to anyone who can actually act on it. (Microsoft)

64% of consumers aren’t able to get help or solve their problem through their provider’s customer service. (Airkit)

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)

50% of consumers will switch to a competitor after one bad experience, and 80% will switch to a competitor after more than one bad experience. (Zendesk)