Every human at some point must communicate with an organization – be it a business, government department, healthcare provider, or financial service. For each one of these, great Customer Experience (CX) is pretty much a “must-have.” These 2022 customer experience statistics remind us why.
Before we go into the numbers, it’s worth remembering some fundamentals.
Customers today have many choices. There is no shortage of banks to do business with, retailers to buy from, or healthcare providers to visit.
In a world abundant with choice, part of that decision of who we turn to is based on convenience, issue resolution, and the quality of service that we get from the organizations we choose – each of which, in no small part, are brought to you by a cloud contact center.
Then, to grasp the importance of cloud contact centers, this blog looks at customer experience statistics, and how investing in customer experience as an organization pays off.
2022 customer experience statistics that will change how you think about CX
With that, let’s jump into what the 2022 numbers tell us about customer experience. More specifically:
What are the expectations?
What happens when those expectations aren’t met?
What happens when customers get the services they want?
So first, customer experience statistics on expectations.
What customers want and expect in 2022
66% of customers expect companies to understand their needs and expectations (Source).
45% of consumers prefer ‘quick and convenient’ to a ‘detailed and customized’ service (Source).
64% of consumers expect companies to respond to, and interact with them in real time (Source).
38% of customers expect agents to know who they are and the context of their query immediately (Source).
74% of consumers want providers to customize their experience based on what the company knows about them (Source).
66% of customers would prefer to design their own ‘optimal’ solution to a problem (Source).
34% of US consumers say the most important aspect of a satisfying customer service experience is getting their issue resolved quickly (Source).
Nearly 80% of American consumers point to speed, convenience, knowledgeable help, and friendly service as the most important elements of a positive customer experience (Source).
65% of consumers would prefer to receive fewer, more tailored communications through their preferred channel (Source).
Customers tell us over and over what they expect from reaching out to a brand – a friendly, prompt service, that solves issues the first time around. They also want some degree of personalization, mostly to speed resolution.
Without the right cloud contact center functions, like agent access to all systems in a single browser view, the ability to change workflows on the fly, or add machine agents to meet demand spikes, meeting customer expectations is nearly impossible.
2022 customer experience statistics: the bad, the ugly, and then the good
So what do customers think of current experiences they get from organizations today?
Like everything in life, it’s a mixed bag. In this section, we’ll review what happens when customer service doesn’t meet expectations. We’ll also show some scary 2022 customer experience stats that are bound to make any brand take customer experience more seriously.
The bad: the negative repercussions of not-so-awesome customer experience
65% of consumers agree that most of the companies they do business with need to improve the customer experience they provide—up from 59% last year and 35% in 2019 (Source).
Only 49% of US consumers say companies provide a good customer experience today (Source).
44% of people report being annoyed, irritated or angry with a 5 to 15-minute wait time (Source).
67% of US and UK shoppers say that they would stop doing business with a brand after only two or three poor customer service interaction (Source).
30% of customers will leave a brand and never come back because of a bad experience (Source).
78% of consumers report a single contact center interaction permanently changed how they feel about a brand — both positively and negatively (Source).
58% of consumers will sever a relationship with a business due to poor customer service (Source).
32% of US consumers would stop doing business with a brand they loved after one bad experience (Source).
32% of consumers would only wait up to 5 minutes for a response from customer service (Source).
of consumers get annoyed, irritated, or angry with a 5 to 15-minute wait time
of consumers expect companies to respond to and interact with them in real time
The ugly: bad customer experience can spread like wildfire
87% of customers find it frustrating to repeat themselves on multiple channels, and 73% question doing business as a result (Source).
65% of consumers report that “being passed from agent to agent” and “not receiving a resolution to my issue” are the top issues they face with contact centers (Source).
40% of consumers say they will share their experience online after a poor customer service interaction (Source).
The good: great customer experience builds customer loyalty
65% of US consumers say a positive experience with a brand is more influential than great advertising (Source).
58% of consumers strongly agree that customer experience is a way for organizations to differentiate themselves from the competition (Source).
65% of consumers strongly agree it’s important for organizations to seek customer feedback on customer service (Source).
73% of US consumers say customer experience as an important factor in their purchasing decisions (Source).
43% of all consumers would pay more for greater convenience (Source).
42% would pay more for a friendly, welcoming experience (Source).
80% of consumers say they’ve had a customer service representative offer suggestions for additional products or services to purchase (Source).
Loyal, emotionally connected customers are 71% more likely recommend an organization to others (Source).
67% of US consumers say customer service is very important in their choice of brand or organization, and their loyalty towards that brand or organization (Source).
of consumers find customer experience important in a purchasing decision
of consumers will share their experience online after a poor customer service interaction
A quality customer experience = business success
Meeting the challenge of building differentiated customer experience needs a business case. In this section, you’ll find the business impact and return on investment (ROI) of CX initiatives.
64% of contact center leaders say that the contact center is a revenue driver (Source).
306% greater lifetime value is generated by loyal, emotionally connected customers (Source).
91% of organizations agree (44% fully agree) CX is a primary differentiator (Source).
13% of companies say they are very successful at customer engagement (Source).
77% of CEOs report that their company will fundamentally change the way it engages and interacts with its customers (Source).
59% of organizations agree that CX is a weak link in their solutions and product portfolio (Source).
44% of organizations agree strongly that employees are highly engaged in delivering CX (Source).
45% of organizations are fully satisfied with their CX capability (Source).
89% of brands expect to compete primarily on customer experience rather than price and product as the key brand differentiator (Source).
68% of CX professionals say their organizations are either very effective, or somewhat effective, at providing an easy customer experience (Source).
67% of CX professionals say their organizations are very effective, or somewhat effective, at providing at fast problem resolution experience (Source).
Almost 80% of companies who are leaders in CX are very confident about their ability to link CX innovations to actual business results (e.g., sales increases or contract renewals), compared to 52% of the rest (Source).
CX professionals or teams that significantly collaborate cross-functionally are 27% more likely to have a “high” or “very high” rate of ROI on their program (Source).
69% of respondents who find the executive team is invested in CX report a high ROI. (Source).
3.4x more cumulative return is generated by companies who are leaders in Customer Experience than customer experience laggards (Source).
more cumulative return is generated by companies who are leaders in customer experience than customer experience laggards
A cloud contact center makes great customer experience possible
Behind every excellent customer experience program is a great CX team equipped with great tools.
Among them is a cloud contact center, also known as a Contact Center as a Service (CCaaS).
This crucial technology helps businesses deliver customer experience across phone, video, email, text, webchat, and social media. It also offers advanced functionality beyond just inbound and outbound calls.
Customers can choose between tool kits and end-to-end cloud contact center solutions. In each type of solution, the customer gets what they need.
However, an end-to-end CCaaS contains most, or all needed functionality in a single solution. It cuts integration time and makes the contact center more manageable for both IT and contact center teams.
Some end-to-end cloud contact centers are more flexible than others, but the best ones allow enterprises to:
Create the right combination of services to meet their needs quickly, or to migrate to the cloud over time.
Customize their solution to include integrating or writing custom adaptations to any legacy database, call center hardware, phones, or SaaS apps according to requirements.
Interact with all knowledge sources in one data environment, through a single, browser-accessible portal. No more flipping between systems to slow problem resolution and annoy customers.
Eliminate data siloes and give contact center supervisors real-time reporting.
Make it easy for contact center supervisors to make workflow changes on the fly, so customers are never left waiting for issue resolution.
All in all, a cloud contact center eliminates the risks that come with maintaining multiple systems and SaaS apps. It does this while cost-effectively giving you all the customer experience functionality you need – to prosper like the true customer experience leader you’re meant to be.