Unless we understand our customers, it’s hard to know what will encourage them to stay with us. These statistics show what customers want and need from your business.
89% of businesses see customer experience as a key factor in driving customer loyalty and retention. (Econsultancy)
Two Biggest Drivers
Growing Revenue
88% of customers chose quality and 72% of customer chose customer service as the two biggest factors in driving customer loyalty and retention. (Zendesk)
74% of customers want a qualified professional to respond to their issues to give them a sense of acknowledgement and satisfaction that their issue is being resolved properly. (American Express)
Top 3 reasons customers leave
The top three reasons consumers switch brands are cheaper pricing (31%), rude staff (18%) and too many mistakes (16%). (Verint)
71% of consumers have ended their relationship with a business because of poor customer service. (Patel)
Brand Loyalty
66% of consumers say features, design and quality of product or service are the leading factor that determined brand loyalty. (Support)
82% of businesses agree that retention is far cheaper than acquisition. (Econsultancy)
60% of customers say that brands they are most loyal to are not doing enough to reward them. (Access)