{"id":42585,"date":"2020-07-01T00:00:00","date_gmt":"2020-07-01T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/customer-experience-statistics\/"},"modified":"2025-03-13T06:26:15","modified_gmt":"2025-03-13T13:26:15","slug":"customer-experience-statistics","status":"publish","type":"post","link":"\/us\/en\/blog\/customer-experience-statistics\/","title":{"rendered":"27 customer experience statistics you need to know (2021 edition)\u00a0"},"content":{"rendered":"<p>Customer experience is important. Sure.<\/p>\n<p>But the expectations of customers are also growing rapidly. So, how can your company use all this customer data to find new ways to create a better customer experience?<\/p>\n<p>We did a deep drive of recent customer experience statistics ourselves. The stats below highlight the current state of customer experience, including:<\/p>\n<ul class=\"table-of-content\">\n<li>Experiences that annoy and delight customers<\/li>\n<li>How companies measure their customer experience data<\/li>\n<li>The cost of not investing in better customer experiences<\/li>\n<li>The tactics today\u2019s businesses are rolling out to meet their customers\u2019 expectations<\/li>\n<li>Trends and strategies that customer-centric companies should adopt<\/li>\n<\/ul>\n<hr \/>\n<p class=\"p1\">\ud83d\udd0d<span style=\"font-weight: 400;\"> Access <strong>Metrigy&#8217;s free report<\/strong> to learn more about the 2022 state of customer experience technology.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><\/p>\n<div class=\"download-form-widget standart-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/report\/metrigy-cx-report.pdf\" data-id=\"69d111d8c9952\" id=\"69d111d8c9952\">\n\t\t<button tabindex=\"on\"  on=\"tap:69d111d8c9952.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">\ud83d\udcd9 Get the report<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">\ud83d\udc40 \u200a Get this free report to learn about the 2022 state of customer experience technology. <\/div>\n<form class=\"download-form SMB\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"download form\" data-dl-name=\"Get it now\">Get it now<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69d111d8c9952.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\">Enjoy! <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p><\/span><\/p>\n<hr \/>\n<h2>Let\u2019s dive into our 27(!) customer experience stats for 2020 and beyond.<\/h2>\n<h3>1. <a href=\"https:\/\/www.ringcentral.com\/customer-communications-trends-report.html\" target=\"_blank\" rel=\"noopener noreferrer\">50% of customers<\/a> say it\u2019s \u201cvery important\u201d to speak to a human before making a big-ticket ($1,000+) purchase.<\/h3>\n<p><b>Takeaway(s):<\/b> Sure, we often hear about the explosion of chatbots and social media as <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/communication-channels\/\" target=\"_blank\" rel=\"noopener noreferrer\">communication channels<\/a>. That doesn\u2019t mean that companies should totally drop their phone support, though.<\/p>\n<p>Quite the opposite, actually. Potential customers who are considering big-ticket items are the ones most likely looking for clarification and reassurance prior to making a purchase. Although self-service portals and tutorials can answer <i>some<\/i> of their questions, they\u2019re not good enough replacements for humans (yet).<\/p>\n<p>Invest in <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/best-customer-service-software\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service software<\/a> that offers reliable, real-time communication with your customers. Rather than leave your would-be customers hanging, give them the option to talk to a real-life person, especially if you\u2019re selling an expensive product or service\u2014it just might seal the deal.<\/p>\n<h3>2. When customers call a company, they\u2019re most annoyed by <a href=\"https:\/\/www.ringcentral.com\/customer-communications-trends-report.html\" target=\"_blank\" rel=\"noopener noreferrer\">long hold times (73%) and being transferred to a new agent (70%).<\/a><\/h3>\n<p><b>Takeaway(s): <\/b>Simply accepting phone calls isn\u2019t enough to provide a stellar customer experience: it\u2019s what happens <i>after<\/i> someone dials that really matters.<\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/customer-communications-trends-report.html\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"aligncenter wp-image-7265 size-medium\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image10-3.jpg\" alt=\"Which of these aspects of calling a company's customer service line would you find &quot;very annoying?&quot;\" width=\"695\" height=\"364\" \/><\/a><\/p>\n<p>&nbsp;<\/p>\n<p>Endless hold times and transfers are conversion killers. On the flip side, companies that have good <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/average-handle-time-call-center\/\" target=\"_blank\" rel=\"noopener noreferrer\">average handle times<\/a> and can respond swiftly and resolve questions quickly are well on their way to providing consistently great <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer experiences<\/a>.<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>\ud83d\udca1 Pro-tip: <\/b><\/div>\n<p>Learn more about <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/agile-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">agile customer service<\/a>.<\/p>\n<\/div>\n<p>Again, this is where tools like RingCentral come in handy. Features like automated routing and <a href=\"https:\/\/www.ringcentral.com\/office\/features\/call-forwarding\/overview.html\" target=\"_blank\" rel=\"noopener noreferrer\">call forwarding<\/a> mean that your priority calls get answered ASAP:<\/p>\n<p>RingCentral\u2019s dashboard gives you one convenient place to log all your <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-interactions\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer interactions<\/a>, meaning they can get a consistent experience\u2014even if they\u2019re not talking to the same agent as last time.<\/p>\n<h3>3. <a href=\"https:\/\/www.ringcentral.com\/customer-communications-trends-report.html\" target=\"_blank\" rel=\"noopener noreferrer\">42% of customers<\/a> call a company to either complain or change their service.<\/h3>\n<p><b>Takeaway(s):<\/b> It\u2019s no secret that customers calling you might not exactly be thrilled about being on the phone.<\/p>\n<p>Given that just under half of your calls represent customers potentially leaving you, it\u2019s important to have a plan of action to address these complaints. This might mean escalating the call to a manager or someone better suited to handle the issue. From pricing concerns to slow service, the ability to anticipate problems and prepare a solution means being proactive.<\/p>\n<p>Also, <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-skills\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service skills<\/a> like patience and empathy are crucial for agents to deal with <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/how-to-deal-with-difficult-customers\/\" target=\"_blank\" rel=\"noopener noreferrer\">difficult customers<\/a>, regardless of their situation.\u00a0 Being sensitive to your customers\u2019 concerns ultimately helps you hash out their problems without running the risk of losing those customers long term.<\/p>\n<p><span style=\"font-weight: 400;\"><\/p>\n<div class=\"download-form-widget standart-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/documents\/engage_digital_insights_ebook.pdf\" data-id=\"69d111d8c9a96\" id=\"69d111d8c9a96\">\n\t\t<button tabindex=\"on\"  on=\"tap:69d111d8c9a96.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">Get this free guide on how to provide a better customer experience.<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">\ud83d\udc4d Want to start building a modern customer service strategy? Check out this guide.<\/div>\n<form class=\"download-form SMB\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"download form\" data-dl-name=\"Get it now\">Get it now<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69d111d8c9a96.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\">Enjoy! \ud83c\udf89<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p><\/span><\/p>\n<h3>4. 66% of companies are seeing an increase in tickets and service requests from digital channels.<sup>1<\/sup><\/h3>\n<p><b>Takeaway(s):<\/b> As we mentioned in earlier customer experience statistics, there\u2019s no \u201cone-size-fits-all\u201d channel for service.<\/p>\n<p>Phone. Chatbots. Social media. The list goes on and on.<\/p>\n<p>The growing demand for <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/omnichannel-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">omnichannel customer service <\/a>is a clear sign that companies need to have a presence across social media channels and the web in general when it comes to support.<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>\ud83d\udca1 Pro-tip: <\/b><\/div>\n<p>Tools like RingCentral\u2019s digital <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-engagement\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer engagement<\/a> <a href=\"https:\/\/www.ringcentral.com\/digital-customer-engagement.html\" target=\"_blank\" rel=\"noopener noreferrer\">platform<\/a> allow you to consolidate your support into a single channel, meaning your team doesn\u2019t have to keep switching between platforms and windows.<\/p>\n<\/div>\n<p>If you\u2019re doing a lot of <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/online-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">online customer service<\/a>, it\u2019s also important to be able to track your agents\u2019 activity through in-depth <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-kpi\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service KPIs<\/a> and <a href=\"https:\/\/www.ringcentral.com\/call-center-metrics.html\">call center metrics<\/a>. This can help you prioritize channels and uncover ways to speed up your support, creating those great experiences that keep your customers coming back:<\/p>\n<figure id=\"attachment_7266\" aria-describedby=\"caption-attachment-7266\" style=\"width: 840px\" class=\"wp-caption aligncenter\"><a href=\"https:\/\/www.ringcentral.com\/contact-center\/products\/management-interface.html\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"wp-image-7266 size-large\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image2-181-1024x784.png\" alt=\"RingCentral\u2019s Contact Center dashboard shows you everything you need to know about how your customer service is doing\" width=\"840\" height=\"643\" \/><\/a><figcaption id=\"caption-attachment-7266\" class=\"wp-caption-text\"><a href=\"https:\/\/www.ringcentral.com\/contact-center\/products\/management-interface.html\" target=\"_blank\" rel=\"noopener noreferrer\">RingCentral\u2019s Contact Center<\/a> dashboard shows you everything you need to know about how your customer service is doing<\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<h3>5. <a href=\"https:\/\/www.ringcentral.com\/customer-communications-trends-report.html\" target=\"_blank\" rel=\"noopener noreferrer\">75% of customers<\/a> under 40 expect businesses to have a chatbot service option (compared to only 33% of those aged 56+).<sup>2<\/sup><\/h3>\n<p><b>Takeaway(s): <\/b>Chatbots and live chat are heavily used among the younger crowd. Although providing this kind of <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/automated-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">automated customer service<\/a> was once an exception to the rule, now it\u2019s a <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-expectations\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer expectation<\/a>.<\/p>\n<p>This again speaks to the need to adopt an omnichannel presence for support. If your <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/how-to-find-your-target-audience\/\" target=\"_blank\" rel=\"noopener noreferrer\">target audience<\/a> skews young, use a robust <a href=\"https:\/\/www.ringcentral.com\/engage\/channels\/live-chat.html\" target=\"_blank\" rel=\"noopener noreferrer\">live chat<\/a> solution that allows your team to provide comprehensive service to multiple customers on multiple channels at once:<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-7267 size-medium\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image5-116.png\" alt=\"RingCentral Engage live chat for unbeatable customer experiences\" width=\"529\" height=\"400\" \/><\/p>\n<h3>6. 63% of high-performance businesses say their agents are spending more time problem-solving complex issues for customers.<sup>3<\/sup><\/h3>\n<p><b>Takeaway(s):<\/b> Agents need to level up beyond providing great experiences. Doing this means having deep product knowledge and the ability to be hands-on with customers.<\/p>\n<p>For example, an agent providing software support should go beyond pointing customers to a tutorial or video. Instead, they should share their screen to walk the customer through step-by-step to resolve the issue. (Learn more about <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/screen-sharing-software\/\" target=\"_blank\" rel=\"noopener noreferrer\">screen sharing tools<\/a>.)<\/p>\n<p>To be an effective agent, you need to have good problem-solving skills\u2014and <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-teamwork\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service teamwork<\/a>. (If you\u2019re the one doing the hiring, you should consider this while both hiring and onboarding your support teams.)<\/p>\n<hr \/>\n<p>Learn how to provide a better customer experience with this free guide.<\/p>\n<div class=\"download-form-widget standart-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/documents\/engage_digital_insights_ebook.pdf\" data-id=\"69d111d8c9b93\" id=\"69d111d8c9b93\">\n\t\t<button tabindex=\"on\"  on=\"tap:69d111d8c9b93.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">\ud83c\udf1f Want to provide great customer service?<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">\ud83e\udd29 Get this guide on building an awesome modern customer service strategy. <\/div>\n<form class=\"download-form SMB\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"download form\" data-dl-name=\"Get it now\">Get it now<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69d111d8c9b93.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\">\ud83c\udf89 Enjoy! <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<hr \/>\n<h3>7. 80% of customers say the experience a business provides is just as important as their product or service.<sup>4<\/sup><\/h3>\n<p><b>Takeaway(s): <\/b>Consumers are spoiled for choice in terms of products to buy and businesses to support. Whereas someone can easily switch service providers, experience is the sort of intangible factor that <i>can\u2019t<\/i> be bought or replaced.<\/p>\n<p>That means your ability to provide a positive experience is your superpower. Adopt a <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-centric-strategy\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer-centric strategy<\/a> that aligns everyone in your company and gets every team to focus on <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/improve-customer-experiences\" target=\"_blank\" rel=\"noopener noreferrer\">improving the customer experience<\/a>.<\/p>\n<h3>8. 39% of professionals say that partnering with other departments is critical to providing a great customer experience.<sup>5<\/sup><\/h3>\n<p><b>Takeaway(s):<\/b> Your <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-support\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer support<\/a> team members aren\u2019t solely responsible for creating positive experiences for customers.<\/p>\n<p>They shouldn\u2019t be, either. Think about it. Sales teams have firsthand knowledge of your customers\u2019 motivations and desires. Meanwhile, marketers need to be able to translate those desires into messages that result in more customers.<\/p>\n<p>Ideally, all of the above should be working together.<\/p>\n<p>That\u2019s where <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/effective-teamwork\/\" target=\"_blank\" rel=\"noopener noreferrer\">effective teamwork<\/a> makes a difference. For example, <a href=\"https:\/\/www.ringcentral.com\/rcapp.html\" target=\"_blank\" rel=\"noopener noreferrer\">RingCentral\u2019s desktop and mobile apps<\/a> make <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/cross-functional-collaboration\/\" target=\"_blank\" rel=\"noopener noreferrer\">cross-functional collaboration<\/a> easy. From sharing resources to answering questions with other departments via real-time messaging, teams can also hold video chats and check-ins without having to schedule in-person meetings.<\/p>\n<p>This sort of open communication is key to creating the sort of customer-centric culture we mentioned earlier.<\/p>\n<h3>9. 84% of customer service professionals say a \u201cunified view\u201d of customer information is key to providing a great experience.<sup>6<\/sup><\/h3>\n<p><b>Takeaway(s):<\/b> The more you know about your customers, the better.<\/p>\n<p>Having crucial information such as someone&#8217;s purchase history and contract preferences makes it easier to both get in touch and recommend solutions.<\/p>\n<p>Keeping all of your customers\u2019 information stored in a CRM can help. For example, a platform like <a href=\"https:\/\/www.ringcentral.com\/apps\/zoho-crm-ringcentral\" target=\"_blank\" rel=\"noopener noreferrer\">Zoho CRM<\/a> is somewhere that sales, marketing, and support can see a comprehensive history of any given customer. This provides a single place for your company to track its customer touchpoints.<\/p>\n<p>Integrating your CRM with <a href=\"https:\/\/www.ringcentral.com\/lp\/small-business-phone-service.html\">business phone services<\/a> like RingCentral also allows you to conduct customer calls without having to bounce between platforms:<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-7269 size-large\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image12-32-1024x515.png\" alt=\"Integrating your CRM with business phone services like RingCentral allows you to conduct customer calls without having to bounce between platforms.\" width=\"840\" height=\"422\" \/><\/p>\n<p>The same study for this statistic also notes that 55% of agents have to toggle between multiple windows to serve customers. Consolidating your <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/communication-tools\/\" target=\"_blank\" rel=\"noopener noreferrer\">communication tools<\/a> prevents you from wasting so much time.<\/p>\n<h3>10. <a href=\"https:\/\/www.ringcentral.com\/customer-communications-trends-report.html\" target=\"_blank\" rel=\"noopener noreferrer\">70% of customers believe that a single phone call should be enough to get in touch with a company<\/a>.<\/h3>\n<p><b>Takeaway(s): <\/b>These customer service statistics highlight how high expectations are today.<\/p>\n<p>Providing \u201cgood\u201d phone service means picking up the phone and responding ASAP, not letting<a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/inbound-calling\/\" target=\"_blank\" rel=\"noopener noreferrer\"> inbound calls<\/a> gather cobwebs in a voicemail system. Again, RingCentral\u2019s platform ensures that calls are routed to agents in a timely manner that doesn\u2019t leave customers hanging.<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>\ud83d\udca1 Pro-tip: <\/b><\/div>\n<p>Learn more about <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/first-call-resolution-industry-standard\/\" target=\"_blank\" rel=\"noopener noreferrer\">first call resolution standards<\/a>.<\/p>\n<\/div>\n<h3>11. 48% of businesses are tracking the financial ROI of customer experience improvement projects.<sup>7<\/sup><\/h3>\n<p><b>Takeaway(s): <\/b>\u00a0According to <b>Gartner\u2019s customer experience<\/b> data, approximately half of customers actively assess the ROI of their CX (customer experience) efforts.<\/p>\n<p>And rightfully so. After all, companies shouldn\u2019t blindly invest in new initiatives and resources without understanding their returns. Although experience might seem like something totally qualitative, data points such as <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-retention-rate\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer retention rate<\/a> and lifetime value (<a href=\"https:\/\/www.valueships.com\/post\/ltv-calculation-formula\">LTV<\/a>) help highlight whether or not your efforts are paying off.<\/p>\n<h3>12. 60% of large organizations plan to build a \u201ccustomer experience hub\u201d by the end of 2020 (but only half of those companies will get it right).<sup>8<\/sup><\/h3>\n<p><b>Takeaway(s)<\/b>: If given the opportunity, customers will gladly take issues into their own hands before immediately hopping on the phone with an agent.<\/p>\n<p>That said, many companies aren\u2019t giving customers those opportunities. The beauty of self-service portals is that they not only empower customers to learn more about your service but also free up time for your agents.<\/p>\n<p>Don\u2019t just throw up a \u201ccontact\u201d or \u201cFAQ\u201d page and call it a day. Taking the time to build out a knowledge base that includes frequently-asked-question breakdowns, how-tos, and videos is a worthwhile investment (see Adobe\u2019s below).<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-7270 size-large\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image4-140-1024x631.png\" alt=\"Adobe Help Center\" width=\"840\" height=\"518\" \/><\/p>\n<h3>13. According to B2B customer experience leaders, 58% say mapping out the customer journey is \u201cvery important.\u201d<sup>9<\/sup><\/h3>\n<p><b>Takeaway(s): <\/b>Providing a positive customer experience doesn\u2019t have to be reactive.<\/p>\n<p>Look at your satisfied customers. What do they have in common? What are their motivations? What interactions do they have with your business to stick around for the long haul?<\/p>\n<p>As noted in our guide to <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer experience<\/a>, businesses need to assess every step of the customer journey to figure out where to improve. Learn how to create a <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-journey-map-templates\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer journey map template<\/a> and <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/user-persona\/\" target=\"_blank\" rel=\"noopener noreferrer\">user personas<\/a> that can help highlight new ways to delight your customer and provide those ever-so-important experiences.<\/p>\n<h3>14. Among the metrics used to measure customer experience, retention rate (65%) and satisfaction (65%) are considered the most important.<sup>10<\/sup><\/h3>\n<p><b>Takeaway(s): <\/b>It <i>is <\/i>possible to track your customer experience via <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-experience-analytics\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer experience analytics<\/a>. Whether or not you\u2019re doing a \u201cgood\u201d job doesn\u2019t have to be a guessing game.<\/p>\n<p>Businesses should obviously make decisions based on data. Conducting <b>customer experience analysis <\/b>means calculating metrics such as retention rate, satisfaction, and LTV to understand whether or not your customers\u2019 expectations are being met.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-7271 size-full\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image1-210.png\" alt=\"What are the most effective metrics used to measure customer experience improvements?\" width=\"952\" height=\"533\" \/><\/p>\n<h3>15. 56% of companies say \u201cderiving real-time insights\u201d is the top challenge of improving customer experience.<sup>11<\/sup><\/h3>\n<p><b>Takeaway(s): <\/b>Companies looking to provide positive experiences can\u2019t rely on spreadsheets or old data.<\/p>\n<p>Instead, consider how modern <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-apps\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service apps,<\/a> your CRM, or your communications platform can log interactions so your customer information is always up to date. Coupled with <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/workflow-automation\/\" target=\"_blank\" rel=\"noopener noreferrer\">workflow automation<\/a>, companies today can sync all of their customer data across platforms to make decisions in real time.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-7272\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image6-95.png\" alt=\"Most challenging customer experience takes at enterprise organizations\" width=\"1122\" height=\"618\" \/><\/p>\n<h3>16. 37% of companies say they\u2019re investing in customer experience because they\u2019re losing business to their competitors.<sup>12<\/sup><\/h3>\n<p><b>Takeaway(s): <\/b><a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/examples-of-good-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">Good customer service<\/a> results in better <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-retention-rate\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer retention<\/a>.<\/p>\n<p>The data from this <b>customer experience report <\/b>is telling in terms of what happens to companies that don\u2019t prioritize experience. In a day and age where reviews and digital word-of-mouth influence customers so much, being customer-centric is crucial to keep your people from bouncing to a competitor they heard about elsewhere.<\/p>\n<h3>17. The top industries that consumers had a \u201cbad experience\u201d with within the past six months include TV\/ISP (17%), health insurance (10%), and car rental (10%).<sup>13<\/sup><\/h3>\n<p><b>Takeaway(s): <\/b>Certain industries do need to step up their game when it comes to complaints. Don\u2019t become a <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/bad-customer-service-stories\/\" target=\"_blank\" rel=\"noopener noreferrer\">bad customer service story<\/a>. If your business falls into one of these categories, acknowledge your upset customers and consciously focus on improving the experience. That\u2019ll get you on the way to setting your business apart from the crowd.<\/p>\n<h3>18. 28% of customer service leaders cite social media engagement and analytics as \u201ctop priorities\u201d for their organizations in 2020.<sup>14<\/sup><\/h3>\n<p><b>Takeaway(s)<\/b>: You don\u2019t have to look hard to find customers bringing their questions and concerns to social media. The fact that social complaints are transparent puts pressure on businesses to reply swiftly. Failure to do so makes you look aloof or otherwise uncaring.<\/p>\n<p>On the flip side, companies that reply to concerns often get shown a lot of love via social.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-7273\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image9-48.png\" alt=\"Example: Companies that reply to concerns often get shown a lot of love via social\" width=\"592\" height=\"287\" \/><\/p>\n<p>Additionally, platforms like Twitter are great for you picking your customers\u2019 brains and uncovering problems that your customers at large share. With this information, you can explore new ways to improve your customer experience.<\/p>\n<h3>19. Companies that collect at least six types of digital feedback are 4x likely to become a customer experience leader.<sup>15<\/sup><\/h3>\n<p><b>Takeaway(s): <\/b>Providing multiple channels means flexibility for your customers. That flexibility goes hand in hand with good customer experience.<\/p>\n<p>For example, consider how most major companies today boast a variety of <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-feedback\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer feedback<\/a> options (see Chase below) including:<\/p>\n<ul>\n<li>Phone<\/li>\n<li>Email<\/li>\n<li>Social media<\/li>\n<li>Live chat<\/li>\n<li>Chatbots<\/li>\n<li>SMS<\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-7274\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image11-36.png\" alt=\"Customer complaints and feedback\" width=\"1215\" height=\"534\" \/><\/p>\n<h3>20. 78% of customers claim that they\u2019re more inclined to be loyal to a company that \u201cunderstands them and what they\u2019re looking for.\u201d<sup>16<\/sup><\/h3>\n<p><b>Takeaway(s): <\/b>The common thread between most of our customer experience statistics? Companies that understand their customers\u2019 needs and motivations are likely to retain them.<\/p>\n<p>Through business analytics (think: Google, email, CRM) and actually talking to customers, figuring out what your customers want doesn\u2019t require a ton of digging.<\/p>\n<h3>21. 74% of customer experience professionals use surveys for decision-making, making surveys the top data source versus social media or web analytics.<sup>17<\/sup><\/h3>\n<p><b>Takeaway(s): <\/b>Don\u2019t neglect old-school email surveys as a form of collecting feedback.<\/p>\n<p>Sure, the idea of surveying customers isn\u2019t exactly breaking news. But by simply soliciting feedback along with your <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/support-email\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer support emails,<\/a> you\u2019re highlighting that you care about your customers and are striving to improve. Besides, sending automatic <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-survey\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer surveys<\/a> is simple enough and lets you put the process of collecting feedback on autopilot (see the survey autoresponder from Dropbox below).<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-7275\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image7-77.png\" alt=\"Survey autoresponder from Dropbox\" width=\"680\" height=\"797\" \/><\/p>\n<p>And so the more customer interactions you have, the more feedback you can gather.<\/p>\n<h3>22. 66% of customers can\u2019t remember the last time a business exceeded their expectations.<sup>18<\/sup><\/h3>\n<p><b>Takeaway(s): <\/b>If you think you\u2019re totally behind in terms of customer experience, don\u2019t freak out. Given that two-thirds of businesses aren\u2019t \u201cwowing\u201d customers at the moment, there\u2019s a huge window of opportunity for companies that prioritize experience.<\/p>\n<h3>23. 55% of consumers believe that businesses are \u201cbehind the times\u201d when it comes to how they interact with customers.<sup>19<\/sup><\/h3>\n<p><b>Takeaway(s):\u00a0 <\/b>Chances are you\u2019re practically drowning in customer data: don\u2019t waste it!<\/p>\n<p>For example, what are your customers\u2019 preferred methods of contact? How are they finding your business in the first place? What are your most common service questions?<\/p>\n<p>These types of questions and more are likely little more than a click away. Regularly report on your customer interactions and make sure to share those insights with your respective teams (think: sales, support, marketing).<\/p>\n<h3>24. 54% of C-level executives say they\u2019ve lost ecommerce customers due to a poor customer experience.<sup>20<\/sup><\/h3>\n<p><b>Takeaway(s): Customer experience research<\/b> has made it clear that poor experiences result in lost customers. However, the fact that it only takes <i>one<\/i> bad experience to lose a customer is alarming. This once again signals that the stakes are high when it comes to customer interactions.<\/p>\n<h3>25. 80% of consumers point to \u201cspeed\u201d as being among the most important elements of a positive customer experience.<sup>21<\/sup><\/h3>\n<p><b>Takeaway(s): <\/b>No surprises here: speedy service is always appreciated. Companies that can solve their customers\u2019 concerns comprehensively and in a timely manner are more likely to create brand advocates. Doing so means adopting the tools like RingCentral or a CRM that include instant notifications to your support staff whenever someone has an issue.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-7276\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image8-70.png\" alt=\"Paypal support\" width=\"594\" height=\"390\" \/><\/p>\n<h3>26. 63% of consumers say they\u2019d share more information with a business if it meant receiving a great experience in return.<sup>22<\/sup><\/h3>\n<p><b>Takeaway(s): <\/b>Companies shouldn\u2019t be shy about asking customers for information or feedback.<\/p>\n<p>After all, customers always have the opportunity to opt-out or keep details to themselves. By asking open-ended questions and giving customers multiple places to leave feedback, you\u2019d be surprised at what your customers are willing to divulge if it means serving them better.<\/p>\n<h3>27. 56% of businesses lack adequate self-service options for customers.<sup>23<\/sup><\/h3>\n<p><b>Takeaway(s): <\/b>Remember what we said earlier about the importance of self-service? Good customer experiences don\u2019t necessarily happen in real time. If a \u201cgood\u201d experience to a customer means staying off the phone and taking care of an issue themselves, you should be a-okay with that.<\/p>\n<h2>Did any of our customer experience statistics surprise you?<\/h2>\n<p>That\u2019s a wrap!<\/p>\n<p>Listen: modern customers crave great experiences. From being flexible and empathetic to using data to better serve your buyers, there are plenty of ways businesses today can step up their game.<\/p>\n<p>If you\u2019re interested in learning more about <b>customer experience stats<\/b>, download the <a href=\"https:\/\/www.ringcentral.com\/customer-communications-trends-report.html\" target=\"_blank\" rel=\"noopener noreferrer\">Customer Communications Review<\/a>.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<hr \/>\n<div style=\"font-size: 14px;\">\n<p><sup>1, 2, 4, 5, 6<\/sup> c1.sfdcstatic.com\/content\/dam\/web\/en_us\/www\/documents\/reports\/salesforce-research-third-edition-state-of-service.pdf<\/p>\n<p><sup>3,7<\/sup> gartner.com\/en\/doc\/3874972-realizing-the-benefits-of-superior-customer-experience-a-gartner-trend-insight-report<\/p>\n<p><sup>8<\/sup> gartner.com\/en\/confirmation\/doc\/375892-crm-strategy-and-customer-experience-primer-for-2019<\/p>\n<p><sup>9<\/sup> marketingprofs.com\/charts\/2020\/42560\/cx-in-b2b-marketing-top-of-mind-strategy-in-2020<\/p>\n<p><sup>10<\/sup> ascend2.com\/us\/en\/blog\/wp-content\/uploads\/2019\/09\/Ascend2-Customer-Experience-Survey-Summary-Report-1900916.pdf<\/p>\n<p><sup>11, 12<\/sup> csgi.com\/resources\/great-cx-cuts-cost-and-drives-business-results<\/p>\n<p><sup>13<\/sup> qualtrics.com\/xm-institute\/what-happens-after-a-bad-experience-2019<\/p>\n<p><sup>14<\/sup> adobe.com\/uk\/offer\/digital-trends-2020.html<\/p>\n<p><sup>15<\/sup> go.medallia.com\/setting-the-standard-for-cx-in-b2b.html<\/p>\n<p><sup>16, 18, 19<\/sup> acquia.com\/resources\/ebooks\/closing-cx-gap-customer-experience-trends-report<\/p>\n<p><sup>17<\/sup> marketingcharts.com\/charts\/data-sources-used-customer-experience-professionals-decision-making\/attachment\/netbase-data-sources-for-cx-decision-making-oct2018<\/p>\n<p><sup>20<\/sup> marketingsherpa.com\/article\/chart\/marketing-budget-charts-b2b-customer-experience-investments?_ga=2.247795407.97437634.1592938803-1771824363.1592938803<\/p>\n<p><sup>21<\/sup> pwc.com\/us\/en\/advisory-services\/publications\/consumer-intelligence-series\/pwc-consumer-intelligence-series-customer-experience.pdf<\/p>\n<p><sup>22, 23<\/sup> gartner.com\/en\/documents\/3894096\/four-best-practices-for-implementing-extreme-customer-se<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Customer experience is important. Sure. But the expectations of customers are also growing rapidly. So, how can your company use all this customer data to find new ways to create a better customer experience? We did a deep drive of recent customer experience statistics ourselves. The stats below highlight the current state of customer experience, &#8230;<\/p>\n","protected":false},"author":29,"featured_media":43149,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17901,4],"tags":[18328,18329,15541,18330,18331],"class_list":["post-42585","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-leadership","category-customer-experience","tag-customer-experience-statistics","tag-customer-experience-stats","tag-cx","tag-cx-statistics","tag-cx-stats-2020"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>27 customer experience statistics you need to know (2021 edition)\u00a0 | RingCentral<\/title>\n<meta name=\"description\" content=\"Looking to provide better experiences to your customers? 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