The cost of bad user experiences:
According to American Express, 78% of customers have bailed on a transaction or not made an intended online purchase because of a poor service experience.
A typical business only hears from 4% of its dissatisfied customers, and 91% never come back.
It takes 12 positive experiences to make up for one unresolved negative experience.
News of bad customer service now reaches twice as many ears and eyes as does praise for a good customer experience. And, it is 6 to 7 times more expensive to acquire a new customer than to keep a current one.
How Internet customers feel:
Customer service agents failed to answer their questions 50% of the time.
In the last year 67% of customers have hung up the phone because they could not talk to a real person.
91% of Internet users have been frustrated with online applications at least 50% of the time.
Frustration with Mobile Apps:
71% of users have a low tolerance for unstable apps and will delete an app if it crashes. (Compuware)
Users eventually delete 90% of all downloaded apps. (Mobilewalla)
79% of users report that they would only retry an app once or twice if it failed to work the first time. Only 16% said they would give it more than two attempts. (Compuware)
Just 20% of CIO execs rate their own customer-service mobile strategies as highly effective. (InfomationWeek Strategic CIO Survey)
(sources: American Express, Harris Interactive, InfomationWeek, Mobilewalla, Compuware and Consumer Reports Survey).