85+ Crucial Customer Service Statistics in 2025
Customer service is a critical factor in driving business success, as evidenced by various data points. The statistics mentioned below reveal clear patterns and insights that can guide us in refining our approach to customer service.
Here’s what you need to know about the latest trends, insights, and customer service stats to wow your customers in 2025 and beyond.
Customer Service Stats
89% of customers are more likely to buy again after a good customer service experience. (Salesforce Research)
78% of consumers will do business with a company again after a mistake if their customer service is excellent. (Salesforce Research)
A good customer service experience strongly influences recommendations. Consumers who rate a company’s service as “good” are 38% more likely to recommend it. (Qualtrics XM Institute)
Nearly three out of five consumers say good customer service is key to feeling loyal to a brand. (Zendesk)
Businesses can grow revenues by 4% to 8% more than their competitors when they focus on better customer service. A great experience builds stronger loyalty, turning customers into promoters worth 6 to 14 times more than unhappy customers. (Bain & Company)
Over 70% of customers expect companies to collaborate within teams on behalf of them. 68% get annoyed when their call is passed between departments. (Zendesk)
Almost 90% of customers trust a company with “very good” service. But only 16% trust companies with “poor” service the same way. (Qualtrics XM Institute)
A customer is four times more likely to switch to a competitor if their problem is related to bad service. (Bain and Company)
56% of customers are okay with sharing their personal information if it means getting better service. (Salesforce)
On average, customer service agents ask for a customer’s name only 21% of the time. (Glance)
50% of customers say they do share their good or bad service experiences on social media. (CFI Group)
Nearly 60% of customers find long holds and wait times to be the most frustrating parts of a service experience. (Zendesk)
27% of Americans say that “lack of effectiveness” is their biggest frustration with customer service reps. (Statista)
72% of customers say having to explain their problems to multiple people is poor customer service. (Dimensional Research)
79% of consumers who used online feedback to complain about a poor customer experience were ignored. (Harris Interactive)
84% of customers say their expectations were not exceeded in their last interaction with customer service. (Harvard Business Review)
79% of consumers had a valuable experience in an online chat with a customer service rep. Additionally, 75% found value in interacting with other customers in a brand’s online community, and 67% found value in messaging a brand through their mobile app. (Khoros)
75% of consumers prefer an authentic human voice over a perfectly crafted brand message. (Khoros)
Chatbots can handle 80% of routine tasks and customer questions. (IBM)
Improving self-service is a top priority for 64% of customer service leaders across major industries in 2024. (Gartner)
Teams that are very connected see a 21% increase in profitability. (GoRemotely)
73% of customers fall in love with a brand because of friendly customer service representatives. (RightNow Technologies)
75% of customers say they’ve recommended a company because of excellent customer service. (Salesforce Research)
42% of companies provide customer service via email, 41% via social media, and 38% via phone calls. (HubSpot, State of Customer Service)
21% of customer service reps find it hard to keep up with growing customer expectations. (HubSpot, State of Customer Service)
28.6% of customer service pros say the best metrics to track are KPIs like customer satisfaction score, customer retention, average response time, average resolution time, and customer lifetime value. (HubSpot, State of Customer Service)
68% of customer service leaders say they use a CRM for their customer service operations. (HubSpot, State of Customer Service)
When choosing customer experience software, 44% of customer service reps want to improve the customer experience, and 40% want to boost communication and teamwork between teams. (HubSpot, State of Customer Service)
