10 Important Customer Service Statistics for Retailers

Whether you are operating a single retail location or a hundreds of locations it is important to remember that your biggest asset is not your inventory, your real estate, or even your team members.  It is your customers.  You have likely spent hundreds of dollars to acquire them and they will spend hundreds, if not thousands, of dollars with you over the course of their lifetime.  Make them happy and your business will flourish, disappoint them and you will certainly struggle.

Here are some statistics that help to reinforce the importance of implementing a retail customer service training program along with associated customer service management activities:

1 – Even in a negative economy, customer experience is a high priority for consumers, with 60% often or always paying more for a better experience.
Source: Harris Interactive, Customer Experience Impact Report


2 – 81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition
Source: Peppers & Rogers Group, 2009 Customer Experience Maturity Monitor


3 – The top three drivers for investing in customer experience management are:  1. Improve customer retention – (42 %); 2. Improve customer satisfaction – (33 %); 3. Increase cross-selling and up-selling (32 %)
Source: Aberdeen report – Customer Experience Management: Engaging Loyal Customers to Evangelize Your Brand


4 – A dissatisfied consumer will tell between 9 and 15 people about their experience. About 13% of dissatisfied customers tell more than 20 people.
Source: White House Office of Consumer Affairs, Washington, DC


5 – For every customer complaint, there are 26 other customers who have remained silent
Source: Lee Resource Inc


6 – Customer churn is caused by customer feelings of poor treatment 68% of the time
Source: TARP


7 – It takes 12 positive service experiences to make up for one negative experience
Source: “Understanding Customers” by Ruby Newell-Legner


8 – 91% of unhappy customers will not willingly do business with your organization again
Source: Lee Resource Inc.


9 – Happy customers who get their issue resolved tell about 4 to 6 people about their experience.
Source: White House Office of Consumer Affairs, Washington, DC


10 – Attracting a new customer costs 5 times as much as keeping an existing one
Source: Lee Resource Inc.


Do you want to improve the quality of your retail customer’s experience?   Contact us for a free one-hour consultation and needs assessment!