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Why excellent customer service is so important: The stats don’t lie

The importance of providing excellent customer service cannot be overstated for the success of any business. Despite this universal agreement, many people still experience subpar customer service. While there are factors beyond a business’s control, the quality of customer service is completely within its power to improve. Armed with the right information, businesses can make impactful decisions that elevate their customer service from average to exceptional. Countless studies reinforce the critical need for outstanding customer service, and we have compiled a concise list of relevant statistics that businesses today should consider. Exceptional customer service is a key differentiator across all industries. It not only drives revenue growth and fosters customer loyalty but also contributes to an organization’s overall business strategy.

  • 68% of consumers say they are willing to pay more for products and services from a brand known to offer good customer service experiences (HubSpot).
  • 80% of companies use customer satisfaction scores to analyze customer experience and improve it (Harvard Business Review).
  • 83% of customers agree that they feel more loyal to brands that respond to and resolve their complaints (Khoros).
  • 89% of consumers are more likely to make another purchase after a positive customer service experience (Salesforce Research).
  • 93% of customers are likely to make repeat purchases with companies that offer excellent customer service (HubSpot Research).
  • A good customer service experience heavily impacts recommendations. Consumers who rate a company’s service as “good” are 38% more likely to recommend that company (Qualtrics XM Institute).
  • Businesses can grow revenues between 4% and 8% above their market when prioritizing better customer service experiences (Bain & Company).
  • For 86% of consumers, good customer service turns one-time clients into long-term brand champions (Khoros).
  • If a company’s customer service is excellent, 78% of consumers will do business with them again after a mistake (Salesforce Research).
  • Increasing customer retention rates by just 5% can increase profits by between 25% and 95% (Bain and Company).
  • Investing in new customers is between 5 and 25 times more expensive than retaining existing ones (Invesp).
  • Nearly three out of five consumers report that good customer service is vital for them to feel loyalty toward a brand (Zendesk).
  • Roughly 60% of customer care leaders have reported a growth in total calls, and they all expect continued growth (McKinsey & Company).


The customer experience management market worldwide is worth as much as $7.6 billion in 2020, a 16.9% year-over-year increase from its value of $6.5 billion in 2019 (Grand View Research).In the present era of increasing digitalization, organizations across diverse sectors have found it imperative to reassess their approach to customer service. Rather than relying on intuition, businesses are now tasked with gaining a thorough comprehension of the specific customer interactions that are sought after. These statistics afford a glimpse into the future landscape of customer experience, thereby establishing a foundation for operational triumph. Notably, the significance of achieving excellence in customer service continues to escalate. 

Emanating an exceptional customer service experience holds pivotal importance for the prosperity of any organization, yielding various advantages such as heightened customer loyalty and retention, augmented long-term profitability, and an affirmative business standing! 

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