Complaint Management Statistics 2024 - Everything You Need to Know

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On this page, you’ll learn about the following:

Best Complaint Management Statistics

Best Complaint Management Statistics

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Complaint Management Usage Statistics

According to industry experts, retaliation and sexual harassment claims, gig worker classification, the gender pay gap and medical marijuana usage were among the top trending employment practices litigation cases in 2020. ^[0]

Complaint Management Market Statistics

Businesses can grow revenues between 4% and 8% above their market when prioritizing better customer service experiences. ^[1]
The global complaint management software market was valued at $1,930 million in 2018, and is projected to reach $8,286 million by 2026, growing at a CAGR of 11.2% from 2019 to 2026. ^[2]

Complaint Management Software Statistics

The global complaint management software market was valued at $1,930 million in 2018, and is projected to reach $8,286 million by 2026, growing at a CAGR of 11.2% from 2019 to 2026. ^[2]

Complaint Management Latest Statistics

Teams using Help Scout are set up in minutes, twice as productive, and save up to 80% in annual support costs. ^[1]
68% of consumers say they are willing to pay more for products and services from a brand known to offer good customer service experiences. ^[1]
For 86%, good customer service turns onetime clients into long. ^[1]
An NPS Promoter score has a customer lifetime value thatâs 600% 1,400% higher than a Detractor. ^[1]
89% of consumers are more likely to make another purchase after a positive customer service experience. ^[1]
93% of customers are likely to make repeat purchases with companies who offer excellent customer service. ^[1]
If the companyâs customer service is excellent, 78% of consumers will do business with them again after a mistake. ^[1]
Increasing customer retention rates by just 5% can increase profits by between 25% and 95%. ^[1]
Consumers who rate a companyâs service as âgoodâ are 38% more likely to recommend that company. ^[1]
83% of customers agree that they feel more loyal to brands that respond and resolve their complaints. ^[1]
80% of companies use customer satisfaction scores to analyze customer experience and improve it. ^[1]
72% of companies believe they can use analytics reports to improve the customer experience. ^[1]
This is a 16.9% yearover year increase from its value of $6.5 billion in 2019. ^[1]
58% of American consumers will switch companies because of poor customer service. ^[1]
65% of customers said they have changed to a different brand because of a poor experience. ^[1]
After more than one bad experience, around 80% of consumers say they would rather do business with a competitor. ^[1]
(Nearly 80% will forgive a bad experience if they rate the service team as âvery good.â). ^[1]
78% of customers have backed out of a purchase due to a poor customer experience. ^[1]
60% of customers define âimmediateâ as 10 minutes or less. ^[1]
More than 70% of consumers believe that companies should collaborate on their behalf so they donât have to repeat information to different representatives. ^[1]
90% of consumers worldwide consider issue resolution as their most crucial customer service concern. ^[1]
70% of customers report that technology makes it simple to take their business to a competitor if needed. ^[1]
90% of Americans use customer service as a factor in deciding whether or not to do business with a company. ^[1]
71% of consumers believe that a quick response from a service team can drastically improve their customer experience. ^[1]
Almost 90% of customers report trusting a company whose service they rate as âvery good.â On the other hand, only 16% of those who give an âinferiorâ rating trust companies to the same degree. ^[1]
70% of the customerâs journey is based on how the customer feels they are being treated. ^[1]
53% of shoppers believe their feedback doesnât go to anyone who can act on it. ^[1]
Nearly 90% of consumers trust a company whose service theyâve rated as âvery goodâ to take care of their needs. ^[1]
With this level of response rate, 71% of younger consumers believe that their experience is drastically improved â and it snowballs from there. ^[1]
The second exciting statistic is that more than 70% of consumers believe that companies should collaborate on their behalf. ^[1]
Read on to find some jaw dropping customer service statistics around personalization 70% of customers say service agentsâ awareness of sales interactions is fundamental to keeping their business. ^[1]
80% of customers say the experience a company provides is just as necessary as its products or services. ^[1]
63% of consumers expect businesses to know their unique needs and expectations, while 76% of B2B buyers expect the same thing. ^[1]
59% of customers believe that companies need to provide cutting edge digital experiences to keep their business. ^[1]
90% of people are more likely to trust a company if they have a firm privacy policy. ^[1]
Your online conversion rate can improve by roughly 8% when you include personalized consumer experiences. ^[1]
88% of people trust companies that vow not to share their personal information without permission. ^[1]
92% of customers appreciate companies giving them control over what information is collected about them. ^[1]
23% of businesses use social media as a tool to collect and analyze data. ^[1]
79% of customers are willing to share relevant information about themselves in exchange for contextualized interactions in which theyâre immediately known and understood. ^[1]
56% of customers donât mind sharing their personal information in exchange for better service. ^[1]
On average, customer service agents only ask for a customerâs name 21% of the time. ^[1]
After all, about 90% of customers are more likely to trust you if youâve got a stellar privacy policy. ^[1]
While 50% of customers donât share their experiences on social media, 72% will talk about them in person. ^[1]
36% of consumers will share their customer service experience, whether good or bad. ^[1]
87% of consumers read online reviews for local businesses in 2020. ^[1]
72% of customers will share their good experiences with others. ^[1]
72% of customers will tell six or more people if they have a satisfying experience. ^[1]
94% of American customers will recommend a company whose service they rate as âvery good.â. ^[1]
67% of customers report a terrible customer experience as the reason for switching businesses. ^[1]
Only 13% of consumers will recommend a company whose customer service theyâve rated as âvery poor.â. ^[1]
50% of customers say they donât share their bad or good service experiences through social media. ^[1]
33% of consumers would recommend a brand that provides a quick but ineffective response. ^[1]
78% of customers who complain to a brand on Twitter expect a response within an hour. ^[1]
13% of customers tell 15 or more people if they have a negative experience. ^[1]
79% of customers who share their complaints online see their complaints ignored. ^[1]
Only 17% of consumers would recommend a brand that provides a slow but effective solution. ^[1]
Only 1 in 26 customers will tell a business about their negative experience; according to customer service facts, the rest simply leave. ^[1]
75% of customers desire a consistent experience, regardless of how they engage a company. ^[1]
The effectiveness of bots in resolving issues has fallen to 28%. ^[1]
American consumers do not find bots effective, with 40% relying on other channels to reach out to service teams. ^[1]
64% of customers want to shop with companies that can meet their needs in real. ^[1]
64% of customer service teams use customer portals, compared to 84% of customers who use customer portals. ^[1]
A study has shown that more than 76% of all consumers prefer the traditional medium of phone calls to reach customer support representatives. ^[1]
More than 50% of customers across all age groups typically use the phone to reach out to a service team, making it the most used channel for customer service. ^[1]
63% of customer service teams use text messaging, compared to 78% of customers who use text messaging for communicating with a company. ^[1]
51% of customer service teams use mobile apps, compared to 82% of customers who use mobile apps for communicating with a company. ^[1]
28% of consumers say the most frustrating issue is information that is simple but hard to find. ^[1]
69% of consumers first try to resolve their issue independently, but less than onethird of companies offer self service options such as a knowledge base. ^[1]
66% of customer service teams use knowledge bases, compared to 82% of customers who use knowledge bases. ^[1]
79% of American internet users are on Facebook, making it the most popular social media platform. ^[1]
95% of adults between the ages of 18 34 are likely to follow a brand through social media channels. ^[1]
52% of customer service teams use online chat or live support, compared to 81% of customers who use online chat or live support for communicating with a company. ^[1]
Nearly 70% of customers are irritated when their call is transferred from one department to another. ^[1]
33% of customers are most frustrated by having to wait on hold, and 33% are most frustrated by having to repeat themselves to multiple support reps. ^[1]
70% of unhappy customers whose problems are resolved are willing to shop with a business again. ^[1]
Nearly 60% of customers feel that long holds and wait times are the most frustrating parts of a service experience. ^[1]
62% of customers would prefer to âhand out parking ticketsâ than wait in an automated phone tree for service or have to repeat themselves multiple times to different team members. ^[1]
35% of customers have become angry when talking to customer service. ^[1]
27% of Americans report that ineffective service is their number one customer service frustration. ^[1]
12% of Americans rate their number one service frustration as âlack of speed.â. ^[1]
72% of customers say that explaining their problems to multiple people is poor customer service. ^[1]
79% of consumers who used online feedback to complain about a poor customer experience were ignored. ^[1]
84% of customers report that their expectations had not been exceeded in their last interaction with customer service. ^[1]
78% of customers have given up on a transaction because of a negative customer experience. ^[1]
67% of customers end a call in frustration when they cannot reach a customer service representative. ^[1]
88% of highperforming service decision makers are investing significantly in agent training compared to only 57% of underperformers. ^[1]
83% of high performing service agents say they get the training they need to do their job well compared to only 52% of underperformers. ^[1]
69% of high performing service agents actively look for situations to use artificial intelligence compared to only 39% of underperformers. ^[1]
A whopping 95% of consumers say that customer service is essential for brand loyalty, and 60% of consumers report having deserted a brand and switching to a rival company because of poor customer service. ^[1]
Call center statistics have placed it as high as 45%!. ^[1]
31% of consumers consider a knowledgeable agent to be the most crucial factor for a positive customer experience. ^[1]
Since 77% of consumers consider the difficulty of reaching an agent to be the biggest issue with customer service today, itâs worth investing in resolving it. ^[1]
89% of companies with âsignificantly above averageâ customer experiences perform better financially than their competitors. ^[1]
24% of consumers keep doing business with vendors for two or more years after a positive encounter. ^[1]
64% of U.S. consumers contacted customer service in 2017. ^[1]
73% of customers say they stay loyal to brands because of friendly customer service agents. ^[1]
73% of customers fall in love with a brand because of friendly customer service representatives. ^[1]
Thatâs between $30k and $45k in expenses for losing employees who were likely doing an excellent job. ^[1]
The typical level of difficult calls ranges from 10% to 20%, but the pandemic made customer experience statistics worse. ^[1]
The average company saw the percentage of calls scored as âdifficultâ by reps increase by more than 100%. ^[1]
Some of the companies in the study saw hold times grow by 34% and escalations increase by more than 68%, further highlighting the impact customer service has on businesses. ^[1]
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. ^[1]
The chances are usually 80% when the customer service experience is excellent. ^[1]
Only about 4% of customers who leave or threaten to leave are enticed to stay by accepting a promo, down from the average of 20% in the past. ^[1]
Globally, In 2017,64%of Americans contacted some form of customer service. ^[3]
In 2017, Worldwide,67%of people believe that customer service as a whole is improving. ^[3]
52%of people around the globe believe that companies need to take action on feedback provided by their customers. ^[3]
75%of brands report that they are measuring customer engagement, but cannot define what it is. ^[3]
46%of global contact center decision makers project their contact centers to grow 5% 10% in the next year, and 14% project growth of more than 10%. ^[3]
A customer experience promoter has a lifetime value to a company that’s600 to 1,400%that of a detractor. ^[3]
67%of customers worldwide say that customer engagement levels have improved in the last 2 years. ^[3]
Across the globe, 33%of customers who abandoned a business relationship last year did so because personalization was lacking. ^[3]
48%of consumers expect specialized treatment for being a good customer. ^[3]
34%of companies are implementing “customer journey mapping” into their customer service. ^[3]
72%of consumers say that when contacting customer service they expect the agent to “know who they are, what they have purchased and have insights into their previous engagements.”. ^[3]
Brands are viewed more favorably by77%of consumers if they proactively invite and accept customer feedback. ^[3]
89%of consumers have switched to doing business with a competitor following a poor customer experience. ^[3]
70%of consumers say they have already made a choice to support a company that delivers great customer service. ^[3]
Service insight and knowledge is also key to a good experience according to62%of consumers. ^[3]
Service insight and knowledge is also key to a good experience according to Americans will pay17%more to do business with firms with great reputations when it comes to customer service. ^[3]
52%of consumers say they have made an additional purchase from a company after a positive customer service experience. ^[3]
Attracting a new customer is About one in three people (30%). ^[3]
About one in three people . ^[3]
A5%increase in customer retention can produce25%more profit. ^[3]
Globally, companies respond to customer service questions85%of the time. ^[3]
90%of customers are influenced by positive reviews when buying a product. ^[3]
Friendly employees or customer service representatives are what make a memorable experience that causes consumers to stick with a brand, for73%of customers. ^[3]
Increasing customer retention rates by5%increases profits by25% to 95%. ^[3]
The 67%of customer churn is preventable if firms resolve issues the first time they occur. ^[3]
27%of Americans report “lack of effectiveness” as their number one frustration with customer service. ^[3]
12%of Americans rate their number one frustration with customer service as “lack of speed.”. ^[3]
79%of consumers who shared complaints about poor customer experience online had their complaints ignored. ^[3]
91%of customers who are unhappy with a brand will just leave without complaining. ^[3]
56%of people around the world have stopped doing business with a company because of a poor customer service experience. ^[3]
47%of consumers have made the choice to switch to a different brand due to bad customer service within the last year. ^[3]
72%of consumers see having to explain their problem to multiple people as poor customer service. ^[3]
After a bad customer service experience,39%of customers will avoid a company for two years. ^[3]
44%of consumers say they have received the wrong answer from a customer service representative in the past. ^[3]
84%of millennials say that businesses are meeting or exceeding their service expectations. ^[3]
Millennials will pay21%more to do business with companies who excel at customer service. ^[3]
the 63%of millenials begin their customer service interactions online. ^[3]
74%of millennials report that their perception of a brand improves when it is clear the company responds to customers’ social media inquiries. ^[3]
Millennials use their mobile devices to contact customer service at a rate of43%. ^[3]
Millennials use their mobile devices to contact customer service at a rate of 31%of customers report reaching out to a company via Twitter. ^[3]
It’s estimated that45%of customer service requests over social media are acknowledged by the company. ^[3]
It’s estimated that 67%of customer service interactions can be handled by a dedicated community of core customers. ^[3]
29%of global companies prefer smartphones and mobile devices to traditional computers due to mobility. ^[3]
57%of customers would rather contact companies via digital media such as email or social media rather than use voice. ^[3]
disputes,40%of customers prefer talking to a real person over the phone. ^[3]
For more complicated interactions, such as payment disputes, 23%of consumers seek out a face to face interaction for complicated customer service issues like troubleshooting. ^[3]
88%of consumers are influenced by online customer service reviews when making a buying decision. ^[3]
86%of millennials say they are influenced by negative reviews when purchasing a product or service. ^[3]
33%of customers have contacted a company using Facebook and similar social channels. ^[3]
79%of millennials are more inclined to buy from brands that have a mobile responsive customer support portal. ^[3]
Out of all customer service engagements around the world in 2017,52%began online. ^[3]
Out of all customer service engagements around the world in 2017, 66%of consumers have used at least 3 different communication channels to contact customer service. ^[3]
Globally, only5%of customer service interactions begin with a face to face meeting. ^[3]
Globally, only 74%of Americans have used the landline to contact customer service. ^[3]
Over50%of companies report their most critical customer experience issue as being “providing a seamless experience across multiple channels.”Incite. ^[3]
It’s estimated that by 2020,85%of customer service interactions will be automated. ^[3]
It’s estimated that by 2020, Over60%of US consumers prefer an automated self service, such as a website or mobile app, for simple customer service tasks. ^[3]
30%of US consumers rate chatbot interactions as “very effective” in dealing with customer service issues. ^[3]
37%of customers report using an online virtual agent or chatbot from a website, and nearly that many have used a virtual agent or chatbot on a smartphone. ^[3]
30%of consumers say not being able to reach a real human is the most frustrating part of a bad customer service experience. ^[3]
77%of consumers report having used a self. ^[3]
More than 50% of companies don’t answer complaints. ^[4]
25 85% increase in profits the impact of 5% Reduction of Customer Defection on Profit . ^[4]
>70% of dissatisfied customers don’t complain. ^[4]
6% of consumers experiencing a problem told the firm. ^[4]
The average business never hears from 96% of its unhappy customers. ^[4]
12% the loyalty decrease if complainants are dissatisfied with the answer received 177% the increase in profits due to good complaint handling. ^[4]
56 1 57 Settlements 0 0% 0 0% 0 0% Withdrawals or No Complaints. ^[5]
Filed 24 42.9% 0 0% 24 42.1%. ^[5]
Pre Complaint Counselings 57 100% 1.8% Complaint Closures 36 0% 0% Top Basis 1 Top Basis 2 Top Basis 3 Bases of Alleged Discrimination Age Disability Reprisal. ^[5]
Total # # Timely % Timely FY 2009. ^[5]
All Investigations 15 15 100% 138 101. ^[5]
Merit Decisions 7 5 71.4% 171 200 17% 481 Dismissal Decisions 15 56 18. ^[5]
Settlements 2 5.6% Withdrawals 6 16.7% Total Final Agency Actions 28 77.8% 22 78.6% 6 21.4% 0 46.2% Dismissals 15 53.6% 15 100% 0 0% 0 0%. ^[5]
Merit Decisions 13 46.4% 7 53.8% 6 46.2% 0 0%. ^[5]
Finding No Discrimination 13 100% 7 53.8% 6 46.2% 0 0%. ^[5]
Overall employment of claims adjusters, appraisers, examiners, and investigators is projected to decline 3 percent from 2020 to 2030. ^[6]
Available to download in PNG, PDF, XLS format 33% off until Jun 30th. ^[7]
Sexual harassment claims represented roughly one third (31.7%). ^[0]

I know you want to use Complaint Management Software, thus we made this list of best Complaint Management Software. We also wrote about how to learn Complaint Management Software and how to install Complaint Management Software. Recently we wrote how to uninstall Complaint Management Software for newbie users. Don’t forgot to check latest Complaint Management statistics of 2024.

Reference

amtrustfinancial – https://amtrustfinancial.com/blog/insurance-products/top-trends-employment-practices-liability-claims.
helpscout – https://www.helpscout.com/75-customer-service-facts-quotes-statistics/.
alliedmarketresearch – https://www.alliedmarketresearch.com/complaint-management-software-market.
nextiva – https://www.nextiva.com/blog/customer-service-statistics.html.
intotheminds – https://www.intotheminds.com/blog/en/complaint-handling-in-numbers-are-customers-really-satisfied/.
eeoc – https://www.eeoc.gov/federal-sector/office-personnel-management-opm-fy-2010-eeo-complaint-processing-statistics.
bls – https://www.bls.gov/ooh/business-and-financial/claims-adjusters-appraisers-examiners-and-investigators.htm.
statista – https://www.statista.com/statistics/1259152/new-zealand-satisfaction-with-bsa-complaint-handling/.

How Useful is Complaint Management

One of the main purposes of complaint management is to give customers a platform to voice their concerns, grievances, or feedback. By providing customers with a way to express their opinions, businesses can gain valuable insight into what is working well and what needs improvement. This information is invaluable as it can help organizations identify areas of weakness, address issues promptly, and implement lasting solutions. In the long run, an effective complaint management system can significantly improve product quality, service delivery, and customer satisfaction.

Furthermore, complaint management plays a crucial role in building trust and credibility with customers. When a customer takes the time to raise a concern, they are placing their trust in the organization to listen and take action. By responding promptly and actively engaging with customers to resolve their complaints, businesses demonstrate that they value their customers’ opinions and are committed to providing excellent service. This level of responsiveness can help businesses build strong relationships with customers, instilling a sense of loyalty and ensuring repeat business.

Moreover, an effective complaint management system can serve as a competitive advantage for businesses. In today’s highly competitive marketplace, customer satisfaction is a key differentiator. By actively managing complaints and addressing issues proactively, businesses can differentiate themselves from competitors who may not prioritize customer feedback. This can help attract new customers, retain existing ones, and ultimately drive business growth.

Additionally, complaint management can be a valuable tool for internal improvement within an organization. By tracking and analyzing complaints, businesses can identify recurring issues, patterns, or trends that may indicate systemic problems. This data can be leveraged to improve processes, training programs, or product development strategies to prevent future complaints and enhance overall operational efficiency.

Despite its many benefits, complaint management is often viewed as a burdensome or negative aspect of business operations. Many organizations may be hesitant to solicit feedback from customers or may view complaints as an inconvenience. However, this perspective is short-sighted and can lead to missed opportunities for growth and improvement.

In conclusion, complaint management is an invaluable tool for organizations seeking to enhance customer satisfaction, build trust and credibility, gain a competitive edge, and drive internal improvement. By embracing complaints as an opportunity for growth and actively engaging with customers to address their concerns, businesses can create a positive customer experience, build lasting relationships, and ultimately achieve long-term success.

In Conclusion

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Complaint Management Statistics 2024 – Everything You Need to Know