Shocking Customer Satisfaction Statistics - Based on 2024 Feedback Survey
Top customer satisfaction stats from SurveyStance
Top Customer Satisfaction Statistics you must know
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General Customer Experience Feedback Stats and Facts
Check out some of these popular customer service statistics that will no doubt get you refocused on customer experience.
- More than 50% of customers said that they would not spend more than 3 minutes filling out a feedback form.
- Research from Google Consumer Surveys shows that 69% of consumers prefer to use their mobile devices for providing feedback on products or services.
- Customer satisfaction is a key driver of revenue growth. Companies that prioritize customer satisfaction see revenue growth that is nearly double that of companies that don't. (Bain & Company)
- Almost 70% will consider leaving a review after a positive experience, while 40% will consider leaving a review for a negative experience.
- Surveys incorporating emojis in open-ended text responses lead to more expressive and detailed feedback compared to traditional surveys.
- According to a Microsoft report, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand.
- A customer will tell 9 people about a good experience and 16 about a negative one.
- After more than just 1 bad experience, an estimated 76% of consumers say they would rather do business with a competitor.
Bad Customer Experience Statistics and Facts
- 32% of customers would stop doing business with a brand they love after just one bad experience.
- Dissatisfied customers typically tell between 9-15 people about their experience.
- For every one customer who complains, there are 26 other customers who don’t speak up.
- More than 90% of complaining customers will do business with you again if you resolve the complaint in real time.
Customer Satisfaction Statistics – Feedback Kiosk Stats
- 87% of feedback received through SurveyStance is positive.
- 1% of feedback received through SurveyStance is neutral.
- Only 12% of all feedback received through SurveyStance is negative.
- Out of all the free text comments received, nearly 98% were positive.
- Average SurveyStance customers capture more than 200 ratings per month.
- It can be up to 25x more expensive to get a new customer compared to keeping an existing customer.
SurveyStance Case Study – Customer Satisfaction Statistics
In a recent survey within a pilot of 7 courts collecting feedback, approximately 90% of court users felt the courts treated them fairly.
Within a 3-month period, in the height of the pandemic, these seven courts collected feedback from over 1,900 court users.
On average, 14% of people that entered the courts provided feedback, and in some courts, the completion rates were as high as 34%.
Customer Satisfaction Statistics
Survey Response Rate
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Surveys with 2 questions averaged a 74% completion rate.
Surveys with 3 questions averaged a 66% completion rate.
Surveys with 4 questions averaged a 58% completion rate.
Measuring our impact at City of Salem Public Library
Through the SurveyStance kiosk, users reported an 85.4% satisfaction rating with the service they received during the month of May. This is the highest percentage of satisfaction reported, during the last 4 months of surveys. Excellent work, public services team!
Customer Experience Statistic – Graphs, Images, Charts and Infographics
Feel free to use any of our customer experience statistics and infographic images below.
