Complaint Management Statistics 2024 – Everything You Need to Know

Complaint Management Statistics 2023: Facts about Complaint Management outlines the context of what’s happening in the tech world.

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Top Complaint Management Statistics 2023

☰ Use “CTRL+F” to quickly find statistics. There are total 113 Complaint Management Statistics on this page 🙂

Complaint Management “Latest” Statistics

According to Zendesk, customers’ main complaint with chatbots, according to 54% of respondents, is how many questions they have to respond to before being connected to a human agent.^[1]
According to Microsoft in 2019, 27% of US consumers say that the difficulty to reach a live agent is among their top frustrations with bad customer service.^[2]
Risk management file openings had a predictive concordance of specialist group complaint count, clinical activity, and sex of 84%, file openings with expenditures of 83%, litigation of 81%, and numerous lawsuits of 87%.^[3]
According to Rage (2013), if complainants are not happy with the response they get, loyalty drops by -12%.^[4]

Complaint Management “Ill” Statistics

According to Emplifi, 65% of US consumers would pay 5% more for products if they knew they would receive outstanding customer service.^[1]
75% of customers anticipate that employees will be familiar with them, their purchases, and past interactions.^[2]
The market for complaint management software was valued at $1,930 million in 2018 and is anticipated to increase to $8,286 million by 2026, with a CAGR of 11.2% from 2019 to 2026.^[5]
Due to lengthy wait times, 21% of patients visiting hospital pharmacies chose to fill their prescriptions elsewhere.^[6]
Even as the technology for automated solutions advances, 75% of customers will still prefer to engage with a human person.^[6]

Complaint Management “Other” Statistics

According to American Express, after receiving poor customer service, 33% of customers would consider switching firms right away.^[1]
For 35% of customers, having a completely self service alternative for customer assistance is crucial to helping them with their problems.^[1]
When choosing a new purchase, 43% of buyers give prior favorable brand experiences a high priority.^[1]
54% of consumers say that for most of the companies they do business with, customer service comes last.^[1]
Customers want businesses to share information so they don’t have to repeat themselves, according to 54% of consumers.^[1]
Customers believe that most companies need to increase the training of their customer care representatives, according to 59% of consumers.^[1]
A 23% rise over the previous year, 69% of consumers believe they’re eager to communicate with a bot about trivial concerns.^[1]
Customers are more likely to return to businesses that provide exceptional customer service (93%).^[1]
Around 76% of customers indicate they would prefer conduct business with a rival after more than one unfavorable encounter.^[1]
After only one incidence of poor service, 33% of Americans say they’ll think about switching firms.^[2]
According to Microsoft (2019), 36% of 18-34-year-old customers worldwide say that their greatest frustration is dealing with a poorly-informed/trained agent.^[2]
For more complicated interactions, such payment disputes, 40% of consumers would rather speak to a live person over the phone.^[2]
70% of customers who were previously unsatisfied but had their issues fixed by customer care are eager to do business with the company again.^[2]
According to Accenture (2019), 50% of consumers who abandoned a brand because of inadequate personalization believe that intrusive advertising is on the rise.^[2]
According to Microsoft (2019), 80% of young individuals claim that a brand’s responsiveness to social media questions increases their opinion of it.^[2]
71% of people globally have called customer support on the phone, according to Microsoft.^[2]
Because of good customer service, 67% of returning consumers are more inclined to spend more money with a company.^[2]
Businesses who provide excellent customer service are more likely to have 93% of their customers make repeat purchases.^[2]
31% of consumers globally prefer speaking with competent customer service representatives.^[2]
According to Microsoft (2019), 16% of consumers use mobile devices to contact customer support globally.^[2]
According to Microsoft (2019), 49% of customers contacted customer care across 35 different channels.^[2]
According to Microsoft (2019), 53% of consumers globally favor using online self-service channels for customer assistance.^[2]
According to Microsoft (2019), 54% of consumers had a positive opinion of a company that responded to customer care inquiries on social media.^[2]
According to Microsoft (2019), 59% of customers between the ages of 35 and 54 have appreciated a company or its customer service on social media.^[2]
In 2020, 89% of consumers of Microsoft would have gone to companies that provide greater customer involvement and experience.^[2]
According to Salesforce (2019), 91% of customers agree that customer service ratings affect their expectations of companies.^[2]
Companies that use customer journey maps experience a significant 81% improvement in customer satisfaction.^[2]
According to Microsoft (2019), 21% of American consumers find chatbots to be extremely helpful for addressing problems.^[2]
63.6% of customers turn to google reviews before visiting any other websites.^[2]
45.9% of businesses say that customer experience is their top priority for the next five years.^[2]
82% of service sector leaders feel that customer service has to change.^[2]
33% of US customers said they don’t anticipate getting a response to queries they post on social media.^[2]
According to Statista (2018), 33% of US customers have complained about a business or its customer service on social media.^[2]
According to Statista (2018), 84% of US customers who used social media to contact customer care claim to have heard back from the business.^[2]
Following a negative customer service encounter, 58% of customers globally have discontinued doing business with a firm.^[2]
After a great experience, 24% of customers continue doing business with suppliers for two or more years.^[6]
A competent person is the most important component for a pleasant customer experience, according to 31% of customers.^[6]
50% of consumers said they don’t post about their positive or negative service experiences on social media.^[6]
Compared to the 82% of consumers who use mobile applications to communicate with businesses, 51% of customer support staff utilize them.^[6]
Compared to the 81% of consumers who contact businesses through online chat or live assistance, just 52% of customer care personnel do so.^[6]
59% of consumers think that businesses must provide cutting edge digital experiences to maintain their business.^[6]
62% of consumers would rather issue parking citations than wait in a machine driven phone tree or have to repeat oneself to several team members.^[6]
76% of B2B buyers and 63% of consumers want firms to be aware of their particular requirements and expectations, according to Salesforce Research.^[6]
While 78% of consumers communicate with businesses through text, just 63% of customer support employees do the same.^[6]
Customer care personnel utilize customer portals in 64% of cases, while consumers do so in 84% of cases.^[6]
When they are unable to contact a customer support professional, 67% of consumers terminate a call in frustration.^[6]
According to HubSpot, consumers claim that 68% of them are prepared to pay extra for goods and services from companies with a reputation for providing excellent customer service.^[6]
69% of customers attempt to fix their problems on their own initially, while less than one third of businesses provide self service tools like a knowledge base.^[6]
Compared to just 39% of underperformers, high performing service agents actively seek out opportunities to apply artificial intelligence.^[6]
70% of consumers said that, in an emergency, technology makes it easy for them to move their company to a rival.^[6]
According to Comm100, 71% of customers between the ages of 16 and 24 think that receiving a prompt response from a care staff may greatly enhance their customer experience.^[6]
72% of consumers believe that having to explain their issues to many persons is bad customer service.^[6]
Friendly customer service employees are responsible for 73% of clients falling in love with a company.^[6]
Facebook is the most widely used social media network in America with 79% of all internet users.^[6]
Consumers who complained online about a bad customer experience were disregarded in 79% of cases.^[6]
In return for contextualized encounters where they feel instantly recognized and understood, 79% of consumers are prepared to provide relevant information about themselves.^[6]
80% of businesses assess and enhance customer experience using customer satisfaction ratings.^[6]
80% of clients believe that a business’s experiences are equally as essential as its goods or services.^[6]
Customers are more loyal to companies who address their issues, according to 83% of respondents.^[6]
Compared to just 52% of underperformers, 83% of high performing service agents said they get the training they need to accomplish their jobs properly.^[6]
84% of clients report that their most recent encounter with customer service did not meet their expectations.^[6]
Only 57% of underperformers make major investments in agent training, compared to 88% of high-performing service decision, according to Salesforce.^[6]
88% of consumers believe businesses that promise not to reveal their personal information without consent.^[6]
89% of businesses that consistently provide client experiences that are above average outperform their rivals financially.^[6]
After receiving good customer service, 89% of customers are more inclined to make another purchase.^[6]
90% of Americans consider a company’s customer service when selecting whether or not to do business with it.^[6]
90% of customers throughout the globe say that solving problems is their top customer service priority.^[6]
When clients have a query for customer service, 90% of them consider a timely answer to be vital or extremely important.^[6]
According to a survey by CFI Group, more than 76% of all customers prefer to contact customer service professionals through phone calls.^[6]
A staggering 95% of customers agree that good customer service is crucial for maintaining brand loyalty, and 60% of consumers claim to have abandoned a brand in favor of a competing one due to poor customer service.^[6]
40% of American consumers depend on alternative means to contact customer support teams because they do not find bots to be productive.^[6]
Businesses that prioritize providing superior customer service may raise their sales by 4% to 8% over their market.^[6]
70% of dissatisfied consumers whose issues are remedied are prepared to do business with a company once again.^[6]
62% of consumers would rather issue parking citations than wait in a machine driven phone tree or have to repeat oneself to several team members.^[6]
Consumers claim that 68% of them are prepared to pay extra for goods and services from companies with a reputation for providing excellent customer service.^[6]
73% of consumers claim that courteous customer service representatives are the reason they continue to support companies.^[6]
Phone contact with a service team is frequently utilized by more than 50% of consumers of all ages, making it the most popular method of customer support.^[6]
More than 70% of customers think businesses have to work together so they don’t have to repeat information to several reps.^[6]
Long hold times and wait periods are considered the most annoying aspects of a service encounter by almost 60% of clients.^[6]
Nearly 90% of customers have faith in a business to meet their demands if they have given it a very high rating for service.^[6]
One of the Tethr AI study companies provided customer service statistics that showed difficult interactions had a 6% chance of resulting in an upsell or cross-sell.^[6]
Consumers who rank a company’s customer service as extremely bad are just 13% more likely to suggest it.^[6]
From an average of 20% in the past, just around 4% of customers who leave or threaten to leave are persuaded to remain by accepting a promotion today.^[6]
70% of clients claim that maintaining their company depends on service providers’ knowledge of sales contacts.^[6]
Compared to the 82% of consumers who use mobile applications to communicate with businesses, 51% of customer support staff utilize them.^[6]
In return for improved service, 56% of consumers don’t mind revealing their personal information.^[6]
59% of consumers think that businesses must provide cutting edge digital experiences to maintain their business.^[6]
While 78% of consumers communicate with businesses through text, just 63% of customer support employees do the same.^[6]
Customer care personnel utilize customer portals in 64% of cases, while consumers do so in 84% of cases.^[6]
Compared to the 82% of consumers who utilize knowledge bases, just 66% of customer service staff do so.^[6]
Compared to just 39% of underperformers, high performing service agents actively seek out opportunities to apply artificial intelligence.^[6]
70% of consumers said that, in an emergency, technology makes it easy for them to move their company to a rival.^[6]
70% of clients claim that maintaining their company depends on service providers’ knowledge of sales contacts.^[6]
In return for contextualized encounters where they feel instantly recognized and understood, 79% of consumers are prepared to provide relevant information about themselves.^[6]
80% of clients believe that a business’s experiences are equally as essential as its goods or services.^[6]
57% of underperformers make major investments in agent training, compared to 88% of high-performing service decision.^[6]
88% of consumers believe businesses that promise not to reveal their personal information without consent.^[6]
Customers appreciate corporations providing them control over the data that is gathered about them in 92% of cases.^[6]
Since 77% of customers believe that the largest problem with customer service today is the inability to contact an agent, it is worthwhile to spend in correcting it.^[6]
The typical business witnessed a 10% rise in the proportion of calls that representatives classified as problematic.^[6]
The second fascinating figure is that more than 70% of customers think that businesses need to work together for their benefit.^[6]
71% of younger customers say that their experience has significantly improved at this level of response rate, and things only go worse from there.^[6]
More than 70% of customers think businesses have to work together so they don’t have to repeat information to several reps.^[6]
6% of customers who had an issue informed the company, according to the Retail Customer Dissatisfaction Study in 2006.^[4]

How Useful is Complaint Management

When customers take the time to voice their complaints or concerns, it provides businesses with an opportunity to improve their products or services. By listening to feedback, companies can identify recurring issues, trends, and patterns that may otherwise go unnoticed. This enables them to make necessary adjustments and enhancements to their offerings, ultimately leading to higher customer satisfaction and loyalty. In this way, complaint management acts as a catalyst for continuous improvement and innovation, driving businesses towards greater success in the long term.

Moreover, the way in which complaints are handled can significantly impact a customer’s perception of a business. Effective complaint management demonstrates a commitment to customer service and a willingness to rectify mistakes. It fosters trust, transparency, and accountability, which are essential for building strong relationships with customers. On the other hand, ignoring or mishandling complaints can have detrimental consequences, eroding trust and damaging a company’s reputation. Therefore, investing in a robust complaint management system is not just a matter of addressing individual complaints – it is a strategic imperative for safeguarding a business’s reputation and long-term success.

Beyond improving products and enhancing customer relationships, complaint management can also lead to operational efficiencies and cost savings. By identifying and addressing root causes of complaints, businesses can streamline processes, eliminate unnecessary steps, and prevent recurring issues. This not only improves overall efficiency but also reduces costs associated with handling complaints, processing refunds, and dealing with dissatisfied customers. In the age of cut-throat competition and rising customer expectations, businesses that can effectively manage complaints are better positioned to stay ahead of the curve and outperform their rivals.

In summary, complaint management is a multifaceted tool that offers a wide range of benefits beyond its immediate purpose. From driving product innovation to strengthening customer relationships and enhancing operational efficiency, the value of complaint management cannot be underestimated. Businesses that prioritize complaint management and leverage it as a source of insight and improvement are better equipped to thrive in today’s competitive marketplace. As such, investing in a comprehensive complaint management system is not just a wise decision – it is an essential element of success in the modern business landscape.

Reference

hubspot – https://blog.hubspot.com/service/customer-service-stats
financesonline – https://financesonline.com/customer-service-statistics/
nih – https://pubmed.ncbi.nlm.nih.gov/12052124/
intotheminds – https://www.intotheminds.com/blog/en/complaint-handling-in-numbers-are-customers-really-satisfied/
alliedmarketresearch – https://www.alliedmarketresearch.com/complaint-management-software-market
helpscout – https://www.helpscout.com/75-customer-service-facts-quotes-statistics/