Customer CARE Facts


Let’s take a look at the facts and figures behind Customer CARE:

It takes 12 positive experiences to make up for one unresolved negative experience — Source: “Understanding Customers” by Ruby Newell-Legner

It is 6–7 times more expensive to acquire a new customer than it is to keep a current one — Source: White House Office of Consumer Affairs

For every customer who bothers to complain, 26 other customers remain silent— Source: White House Office of Consumer Affairs

80% of Americans agree that smaller companies place a greater emphasis on customer service than large businesses — Source: American Express Survey, 2011

78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience — Source: American Express Survey, 2011

On average, loyal customers are worth up to 10 times as much as their first purchase — Source: White House Office of Consumer Affairs

70% of buying experiences are based on how the customer feels they are being treated — Source: McKinsey

91% of unhappy customers will not willingly do business with you again — Source: Lee Resources

Resolve a complaint in the customer’s favor and they will do business with you again 70% of the time — Source: Lee Resources

Almost 9 out of 10 U.S. consumers say they would pay more to ensure a superior customer experience — Source: Customer Experience Impact Report by Harris Interactive/RightNow, 2010

Employees only ask for the customer’s name 21% of the time — Source: ContactPoint Client Research

24% of American adults have posted comments or reviews online about the product or services they buy — Source: Jim Jansen, Pew Research Center’s Internet and American Life Project, 2010

81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition — Source: Peppers & Rogers Group, Customer Experience Maturity Monitor, 2009

— Thank you to Help Scout.