Are you curious about the state of customer satisfaction at small businesses? Then look no further. I’ve collected, curated and vetted a list of up-to-date statistics below. Keep reading for the top small business customer satisfaction statistics.
47 Customer Satisfaction Statistics
81% of businesses view customer experience as a competitive differentiator.
67% of businesses compete on customer experience, up from 36% in 2010.
73% of businesses with above-average customer experience perform better financially than their competitors.
90% of customers are likely to purchase more than once.
Loyal customers are 5x times more likely to purchase again and 4x times more likely to refer a friend to the business.
Customers tell an average of 9 people about a positive experience with a business, but they tell 16 people about a negative experience.
Customers will pay 17% more to purchase from a business with a reputation for great service.
93% of customers are likely to make repeat purchases with businesses who offer excellent customer service.
A 2% increase in customer retention is the same to profits as cutting costs by 10%.
Customers are likely to spend 140% more after a positive experience than customers who report negative experiences.
70% of Americans have spent more money to do business with a business that offers great service.
69% of American customers would spend more on a business with better customer service.
The average customer spends 67% more in their third year than their first year with a business.
A 5% increase in customer retention correlates with at least a 25% increase in profit.
65% of a business’s business comes from existing customers.
82% of businesses agree that retention is cheaper than acquisition.
Offering a high-quality customer experience can lower the cost of serving customers by up to 33%.
80% of American customers are satisfied with the customer service currently provided by their businesses.
Customers that are "totally satisfied" deliver more than twice as much revenue than someone who is "somewhat satisfied."
73% of customers say a good experience is key in influencing their business loyalties.
96% of customers say customer service is important in their choice of loyalty to a business.
Customers switching businesses due to poor service costs U.S. businesses a total of $1.6 trillion.
87% of customers who say they had a great experience will make another purchase from the business, compared to 18% of customers who had a very poor experience.
33% of customers say they'll consider switching businesses immediately following a single instance of poor service.
60% of customers say they'll consider switching businesses following two to three instances of poor service.
Over $62 billion is lost annually by American businesses due to poor customer service.
90% of customers share their customer service experiences with others.
Happy customers will share their positive experiences and give referrals to about 11 people.
Angry customers will share their negative experiences and give anti-referrals to about 15 people.
35% of customers post negative comments about businesses on social media, but 53% of customers post positive comments about businesses.
The top reason customers switch business is because they feel unappreciated.
Businesses that provide an emotional connection with customers outperform the sales growth of their competitors by 85%.
According to 67% of customers, businesses are actively working towards improved customer service.
82% of customers rate an immediate response as important or very important when they have marketing or sales questions.
90% of customers rate an immediate response as important or very important when they have support questions.
68% of customers believe a great customer service interaction is fueled by a pleasant experience.
62% of customers believe a great customer service interaction is fueled by a knowledgeable experience, 42% say a quick experience.
80% of customers gradually gained loyalty for a business over time, due to experiences with excellent products, service, reviews, advice, etc.
69% of U.S. customers shop more with businesses that offer consistent experiences in store and online.
68% of customers say the service representative is key to a positive service experience.
Businesses that use tools like customer journey maps reduce their cost of service by 15-20%.
90% of global executives who use data analytics report that they improved their ability to deliver a great customer experience.
84% of businesses that work to improve their customer experience report an increase in their revenue.
71% of the businesses say the cloud has influenced the customer experience.
65% of businesses say improving their data analysis is very important to delivering a better customer experience.
Two-thirds of customers will share personal information with a business, but only in exchange for some kind of value.
42% of customers will abandon a business if it doesn't have a real-time customer support line.
I hope these stats helped you understand the importance of improving customer satisfaction by focusing on customer experience and service.
I find that the statistics are also useful to help me identify areas of opportunity for my business. For example, making the customer service experience pleasant rather than fast and mapping my customer journey to look for places I can improve.
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