Let’s face it we all love facts! How many of these customer service facts do you know?

1. 70% of buying experiences are based on how the customer feels they are being treated – McKinsey

2. It takes 12 positive experiences to make up for 1 unresolved negative experience. – Understanding Customers by Ruby Newell-Legner

3. 96% of unhappy customers don’t complain. However of those 91% will leave and not return. – 1st Financial training services

4. A customer who is happy with the way their issue was resolved will tell 4-6 people about their experience. – White House office of Consumer Affairs

5. A disgruntled customer will tell 9-15 people about their experience. 13% will tell 20 or more people. – Source

6. 55% of customers would be willing to pay more to guarantee better service. – Defaqto Research

7. Price is not the main reason for customer churn; it’s actually due to the overall poor quality of customer service. – Accenture global customer satisfaction report

8. Customers who rate you a 5 on a scale of 1-5 are 6 times more likely to buy from you again, as if they ‘only’ rated you 4.8. – Telefaction data research

9. An average company loses 10-30% of its customers annually. – McKinsey

10. It costs 6 to 7 times more to attract a new customer than to keep an existing one. – Bain and Company

11. A customer is 4 times more likely to defect to a competitor if the problem is service related rather than price or product related. – Source

12. For every customer complaint there are 26 other unhappy customers who have remained silent. – Lee Resource

13. Dissatisfied customers whose complaints are resolved are more likely to remain loyal, and even become advocates than those that are ‘just customers’. – Strauss & Siedel

14. 81% of consumers are more likely to give a company repeated business after receiving good service. – Source

15. 70% of companies ignore customer complaints on Twitter. – Source

16. 66% of customers do not feel valued by those serving them. – Business e-coach

17. 50% of consumers give a company 1 week to respond to a question before they stop doing business with them. – RightNow Consumer Impact Experience report

18. Only 26% of companies have a well-developed strategy in place for improving customer experience. – Econsultancy Multi-Channel customer experience report