Shocking Customer Satisfaction Statistics - Based on 2024/2025 Feedback Survey
Top customer satisfaction stats from SurveyStance
Top Customer Satisfaction Statistics you must know
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%.
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 Satisfaction Statistics
Survey Completion Rate
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.
Customer Experience Statistic – Graphs, Images, Charts and Infographics
Feel free to use any of our customer experience statistics and infographic images below.
Response Rates for an Employee Survey (traditional email survey link)
Low Response Rate for Employee Surveys: Below 20%
Average Response Rate for Employee Surveys: Around 50%
High Response Rate for Employee Surveys: Over 70%