Exceptional customer service is essential for long-term business success. Facts show that there is a 70% probability of doing more business with an existing customer versus a 5 – 20% probability of doing business with a new one. Gaining new customers is 7 times as expensive as retaining existing ones. And more than half of customers are willing to pay more for better service.
By contrast, what’s the impact of inferior service?
78% of customers have not completed a purchase due to poor service.
It will take 12 positive customer service interactions to make up for one negative one.
After a careless customer experience, 89% of customers made their next purchase from a competitor.
$83 billion is lost by businesses annually because of pitiful customer service.
This survey could give you a rough measure of customer satisfaction in your business.
Take our Customer Service Survey here.