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Seven Weekly Stats: Why Customer Satisfaction is Important for Every Business

June 02, 2015 by

It's a common misnomer that only businesses with large-scale call center operations should be worried about customer service.

The reality couldn't be further from the truth. Regardless of industry, size, or any other categorical factor, positive customer interactions are ultimately the lifeblood of any successful organization—period.

When calls are lost due to poor service, messages aren't delivered to the correct place, and communications tools become cumbersome for business and consumer alike, the consequences are dire.

The worst part? It doesn't just impact reputation—it impacts revenue.

Unified communications, and particularly solutions like WebRTC, simultaneous ring, and mobility can go a long way to ensuring continued positive customer interactions. And these benefits can be realized across the board—whether enterprise or SMB, nonprofit or publicly-traded company.

Here are seven statistics that show the harrowing effects of bad customer service:

1. 91 percent of unhappy consumers won't return in the future. Unless your business is fortunate enough to have a monopoly, bad customer service will hit you—hard. (Lee Resources) (Tweet this)

2. It's not just the explicitly dissatisfied customers that need to be addressed—just one out of 25 unimpressed consumers will come forward. (Newell-Legner) (Tweet this)

3. Acquiring new prospects isn't just expensive—it's difficult. Organizations are three times as likely to acquire businesses from an existing customer than sell to a potential customer. (Marketing Metrics) (Tweet this)

4. Two minutes or less—that's the maximum amount of time that a customer should be on hold. From there, it only goes downhill. (Harris Interactive) (Tweet this)

5. Over three-quarters of consumers decided not to go forward with a potential purchase due to bad customer service. (American Express) (Tweet this)

6. Keeping a good image is important, but all is not lost when things go awry. 70 percent of the time, fixing a customer's issue will result in their continued patronage. (Lee Resources) (Tweet this)

7. Finally, and perhaps most alarmingly—there's a significant disparity between organizations' perceptions of their customer service and their customers' perception of said service: 80 percent of companies boast that they offer "superior" customer service, while just eight percent of consumers gave the same distinction to those very organizations. (Lee Resources) (Tweet this)

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