X Facts

FACT:     93% of customers indicated that quality customer service was vital to maintaining brand loyalty.

FACT:     A 5% increase in customer retention can increase profits by 25 – 95%.

FACT:     59% of customers use social media to “vent” about a customer care experience.

FACT:     Only 1 out of 25 dissatisfied customers will express dissatisfaction.

FACT:     70% of customers leave because of a lack of attention from front-line employees.

FACT:     Studies show that in-house training costs 73% more than outsourced training.

FACT:     66% of customers do not feel valued by those serving them.

FACT:     Fewer than 33% of customers believe that businesses take customers’ opinions seriously.

FACT:     Companies that make customer service a high priority see 12 times the return on sales than those companies with a low emphasis on service.

FACT:     Untrained employees can take up to 6 times longer to perform a task.

FACT:     Training enhances employee retention.  41% of employees who say their company offers poor or no training plan to leave within a year.

FACT:     Just a 2% increase in productivity has been shown to net a 100% return on investment in outsourced, instructor lead training.

FACT:     80% of consumers prefer speaking with a live customer services representative to an automated system.

FACT:     94% of consumers don’t mind being transferred to another customer service representative no more than once.

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