Customer Advocacy Statistics 2024 - Everything You Need to Know

Are you looking to add Customer Advocacy to your arsenal of tools? Maybe for your business or personal use only, whatever it is – it’s always a good idea to know more about the most important Customer Advocacy statistics of 2024.

My team and I scanned the entire web and collected all the most useful Customer Advocacy stats on this page. You don’t need to check any other resource on the web for any Customer Advocacy statistics. All are here only 🙂

How much of an impact will Customer Advocacy have on your day-to-day? or the day-to-day of your business? Should you invest in Customer Advocacy? We will answer all your Customer Advocacy related questions here.

Please read the page carefully and don’t miss any word. 🙂

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

Best Customer Advocacy Statistics

Best Customer Advocacy Statistics

☰ Use “CTRL+F” to quickly find statistics. There are total 308 Customer Advocacy Statistics on this page 🙂

Customer Advocacy Market Statistics

Businesses can grow revenues between 4% and 8% above their market when they prioritize better customer service experiences. ^[0]
Peertopeer marketing is the leading driver behind 20 50% of all purchasing decisions. ^[1]
52% of marketers adapt their strategies and tactics based on customer interactions and feedback. ^[2]
75% of marketers say they will be responsible for the endto end experience over the customer’s lifetime. ^[2]
62% of marketing leaders said use of online customer data at their firms increased in the last two years, and 70% said they expect to use more online data in the next two years. ^[2]
50% of Americans prefer word of mouth marketing over nearly all other forms of marketing. ^[3]
According to a Nielsen study, 92% of consumers value referrals from friends or relatives over marketing content. ^[3]
6) 58% of small business owners recognize word of mouth marketing as the most effective way to communicate with customers as well as prospects. ^[3]
Employee advocacy is an “always up” marketing channel that drives 5x more web traffic and 25% more leads. ^[3]
6) 88% of companies with over 100 employees use Twitter for marketing activities. ^[3]
Influencer marketing spend is estimated at $500 million at present. ^[3]
Influencer marketing on Instagram grew by 39% in 2018. ^[3]
71% of marketers indicate influencer marketing programs as strategic or highly strategic, but several enterprises are merely using 10% of their marketing funds on influencer marketing. ^[3]
Cultivating a set of loyal advocates is worth the effort, however, with McKinsey research finding that peerto peer marketing linked to around 20 to 50% of purchases. ^[4]
The CX Management market in the US reached 49%of consumers have left a brand in the past year due to poor customer experience. ^[5]
83%of executives feel that unimproved CX presents them with considerable revenue and market share risks. ^[5]
By 2024,25%of organizations expect they will integrate marketing, sales, and customer experience into a single function. ^[5]
Nearly 50% of companies know that having a solid omnichannel marketing strategy will help them stand out and capture new clients. ^[6]
And, what’s interesting is that a recent study also showed that brands see a 650% ROI for every dollar invested in advocacy marketing. ^[7]
The Forrester Wave™ for B2C Commerce Solutions surfaced a significant shift in the market, which we predicted but did not expect to see so quickly or so clearly. ^[8]

Customer Advocacy Software Statistics

Worldwide artificial intelligence software revenue is forecast to total$62.5Bin 2024, an increase of 21.3% from 2021. ^[5]

Customer Advocacy Adoption Statistics

all brands report AI adoption in at least one function, up from 50% in 2020. ^[5]

Customer Advocacy Latest Statistics

90% of Americans use customer service as a factor in deciding whether or not to do business with a company. ^[0]
58% of American consumers will switch companies because of poor customer service. ^[0]
89% of consumers are more likely to make another purchase after a positive customer service experience. ^[0]
63% of consumers expect businesses to know their unique needs and expectations, while 76% of B2B buyers expect the same thing. ^[0]
If the company’s customer service is excellent, 78% of consumers will do business with a company again after a mistake. ^[0]
Consumers who rate a company’s service as “good” are 38% more likely to recommend that company. ^[0]
93% of customers are likely to make repeat purchases with companies who offer excellent customer service. ^[0]
Roughly 50% of customers say they would switch to a new brand after one bad experience. ^[0]
After more than one bad experience, around 80% of consumers say they would rather do business with a competitor. ^[0]
Nearly 80% will forgive a bad experience if they rate the service team as “very good.”. ^[0]
78% of customers have backed out of a purchase due to a poor customer experience. ^[0]
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. ^[0]
The effectiveness of bots in resolving issues has fallen to 28%. ^[0]
American consumers do not find bots effective, with 40% relying on other channels to reach out to service teams. ^[0]
79% of American internet users are on Facebook, making it the most popular social media platform. ^[0]
33% of customers are most frustrated by having to wait on hold. ^[0]
33% are most frustrated by having to repeat themselves to multiple support reps. ^[0]
In a similar study, nearly 60% of customers feel that long holds and wait times are the most frustrating parts of a service experience. ^[0]
53% of shoppers believe their feedback doesn’t go to anyone who can actually act on it. ^[0]
36% of consumers overall will share their customer service experience, whether good or bad. ^[0]
94% of American customers will recommend a company whose service they rate as “very good.”. ^[0]
Only 13% of consumers will recommend a company whose customer service they’ve rated as “very poor.”. ^[0]
50% of customers say they don’t share their bad or good service experiences through social media. ^[0]
Nearly 90% of consumers trust a company whose service they’ve rated as “very good” to take care of their needs. ^[0]
Increasing customer retention rates by just 5% can increase profits by between 25% and 95%. ^[0]
89% of companies with “significantly above average” customer experiences perform better financially than their competitors. ^[0]
70% of the customer’s journey is based on how the customer feels they are being treated. ^[0]
Your online conversion rate can improve by roughly 8% when you include personalized consumer experiences. ^[0]
On average, customer service agents only ask for a customer’s name 21% of the time. ^[0]
71% of consumers believe that a quick response from your service team can drastically improve their customer experience. ^[0]
Almost 90% of customers report trusting a company whose service they rate as “very good.”. ^[0]
On the other hand, only 16% of those who give a “very poor” rating trust companies to the same degree. ^[0]
90% of customers rate an “immediate” response as important or very important when they have a customer service question. ^[0]
60% of customers define “immediate” as 10 minutes or less. ^[0]
More than 70% of consumers believe that companies should collaborate on their behalf, so that they don’t have to repeat information to different representatives. ^[0]
Nearly 70% of customers are irritated when their call is transferred from department to department. ^[0]
69% of consumers first try to resolve their issue on their own, but less than one third of companies offer self service options such as a knowledge base. ^[0]
An NPS® promoter score has a customer lifetime value that’s 600% 1400% higher than a detractor. ^[0]
92% of individuals trust wordofmouth recommendations, making it one of the most trust rich forms of advertising. ^[1]
76% of individuals surveyed say that they’re more likely to trust content shared by “normal” people than content shared by brands. ^[1]
88% of people trust online reviews written by other consumers as much as they trust recommendations from personal contacts. ^[1]
28% of millennials say they won’t try a product if their friends don’t approve of it. ^[1]
When a friend or family makes a recommendation, it is 50x more likely to trigger a purchase. ^[1]
67% of consumers surveyed say they are likely to purchase an item or service they see on their social feeds. ^[1]
Online businesses get 60% of their sales thanks to referrals from advocates and brand Superfans. ^[1]
Answering a complaint increases customer advocacy by as much as 25% 3. ^[9]
Not answering a complaint decreases customer advocacy by as much as 50% 4. ^[9]
Forty percent of customers who complain in social expect a response within one hour 5. ^[9]
“According to Nielsen, 92% of people trust recommendations from friends and family over any other type of advertising,”. ^[10]
47% of consumers feel ‘influencer fatigue.’. ^[10]
“47% of consumers reported that they’re feeling influencer fatigue due to an excess of repetitive sponsored content,”. ^[10]
Consumers are 50x more likely to buy from a friend’s recommendation than an influencer’s. ^[10]
“The engagement rate for sponsored posts fell to 2.4% in Q1 2019 from 4% three years earlier.”. ^[10]
Consumers value recommendations from friends and family 41% more than social media recommendations. ^[10]
“Americans value wordof mouth recommendations from friends and family 41% more than social media recommendations,” . ^[10]
76% of consumers trust content from “normal” people. ^[10]
“76% of individuals surveyed say that they’re more likely to trust content shared by “normal” people than content shared by brands,”. ^[10]
Consumers find usergenerated content 85% more influential than brand. ^[10]
“85% of users find visual UGC more influential than brand photos or videos,”. ^[10]
“49% of U.S. consumers say friends and family are their top source of brand awareness,”. ^[10]
“86% of consumers say authenticity is important when deciding what brands they like and support,”. ^[10]
Proving The Value of Customer Experience For Your Business Companies with a customer experience mindset drive revenue 4 8% higher than the rest of their industries. ^[2]
Two thirds of companies compete on customer experience, up from just 36% in 2010 Companies that lead in customer experience outperform laggards by nearly 80% 84% of companies that work to improve their customer experience report an increase in their revenue. ^[2]
73% of companies with above average customer experience perform better financially than their competitors. ^[2]
96% of customers say customer service is important in their choice of loyalty to a brand. ^[2]
83% of companies that believe it’s important to make customers happy also experience growing revenue. ^[2]
73% of consumers say a good experience is key in influencing their brand loyalties. ^[2]
77% of consumers say inefficient customer experiences detract from their quality of life. ^[2]
Customer centric companies are 60% more profitable than companies that don’t focus on customers. ^[2]
a total of $1.6 trillion Loyal customers are five times more likely to purchase again and four times more likely to refer a friend to the company. ^[2]
American consumers will pay 17% more to purchase from a company with a reputation for great service. ^[2]
Companies with initiatives to improve their customer experience see employee engagement increase by 20% on average Companies with engaged employees outperform the competition by 147% 81% of companies view customer experience as a competitive differentiator. ^[2]
68% of customers say the service representative is key to a positive service experience. ^[2]
64% of companies with a customer focused CEO believe they are more profitable than their competitors. ^[2]
63% of CEOS want to rally organizations around customers as the top investment priority. ^[2]
90% of CEOs believe the customer has the greatest impact on their business. ^[2]
22% of Fortune 100 companies have a C level customer officer, compared to 10% of Fortune 500 and 6% of Fortune. ^[2]
1000 90% of CEOs believe customers have the biggest impact on company strategies. ^[2]
75% of customer experience management executives gave customer experience a top score for being incredibly important to business. ^[2]
59% of companies with a CEO who is involved in customer experience report higher revenue growth, compared to just 40% of companies without a customer focused CEO reporting growth. ^[2]
39% of CEOs say customer experience is the most effective method of creating a competitive advantage, which was the most common answer. ^[2]
90% of global executives who use data analytics report that they improved their ability to deliver a great customer experience. ^[2]
77% of consumers view brands more favorably if they seek out and apply customer feedback. ^[2]
69% of U.S. consumers shop more with brands that offer consistent experiences in store and online. ^[2]
Companies that use tools like customer journey maps reduce their cost of service by 15 20% Companies that have embraced digital transformation are 26% more profitable than their peers. ^[2]
Offering a high quality customer experience can lower the cost of serving customers by up to 33% 71% of the companies say the cloud has influenced the customer experience. ^[2]
65% of companies say improving their data analysis is very important to delivering a better customer experience. ^[2]
Customers are likely to spend 140% more after a positive experience than customers who report negative experiences. ^[2]
70% of Americans have spent more money to do business with a company that offers great service. ^[2]
Companies that provide an emotional connection with customers outperform the sales growth of their competitors by 85% 2% increase in customer retention is the same to profits as cutting costs by 10%. ^[2]
87% of customers who say they had a great experience will make another purchase from the company, compared to 18% of customers who had a very poor experience. ^[2]
80% of customers say they are more likely to do business with a company if it offers personalized experiences. ^[2]
Increasing customer retention rates by 5% increases profits anywhere from 25% 95%.Bain & Company Customer experience will overtake price and product as the key brand differentiator by the year 2020.Walker. ^[11]
33% of Americans say they’ll consider switching companies after just a single instance of poor service. ^[11]
50% of Gen Xers and 52% of baby boomers stopped doing business because of poor customer service. ^[11]
70% of buying experiences are based on how the customer feels they are being treated. ^[11]
Touch Agency 58% of Americans perform online research about the products and services that they are considering purchasing. ^[11]
When it comes to making a purchase, 64% of people find customer experience more important than price. ^[11]
Answering a social media complaint increases customer advocacy by as much as 25%. ^[11]
Convince and Convert 40% of customers switch brands or services because a competitor offers better customer support. ^[11]
69% of U.S. online adults shop more with retailers that offer consistent customer service both online and offline. ^[11]
83% of complaints that received a reply on social media liked or loved the fact that the company responded. ^[11]
Customer service interactions over Twitter have increased 250% in the last two years. ^[11]
46% of online customers expect brands to provide customer service on Facebook. ^[11]
Oracle Retail Almost 35% of customers feel the interaction with chatbots delivers a better experience. ^[11]
Over 25% people purchase products/ services via social media. ^[3]
Social media users are estimated to reach 3.02 billion across the globe by 2021. ^[3]
71% of consumers watch how to videos to learn how to use new purchases. ^[3]
3) 34% of DoubleTree’s guests have spread the word about its warm chocolate chip welcome cookie – that’s about 22,500 times a day. ^[3]
An estimated 3 million blogposts are published per day. ^[3]
71% of people recommend a “great experience.”. ^[3]
, 90% of them believe friends’ recommendations, and 70% of them believe consumer opinions. ^[3]
1) Brand communication shared by employees via social media achieve 561% more reach than the same content shared by brands’ official social channels – and they also receive eight times more engagement. ^[3]
LinkedIn reports that merely 3% of employees on average share company related content, but they drive a 30% increase in the same content’s overall likes, shares, and comments. ^[3]
31% of high growth businesses have formal employee advocacy programs in place. ^[3]
69% millennials are loyal to flexible and diverse work cultures. ^[3]
1) 55% of job seekers abandon job applications once they’ve read a negative review about a company, and 47% of candidates hired via employee referrals stay with companies for more than three years. ^[3]
2) 55% employers neither monitor nor respond to negative comments on social media and review portals, despite 99% of them think that they should manage their employer brand and reputation to attract top industry talent. ^[3]
81% of millennials share information about their jobs, compared to 72% of Generation X employees and merely 47% of Baby Boomers. ^[3]
Referrals are the primary source of skilled candidates for 88% of employers. ^[3]
5) 50% of employees already post social messages about their employers. ^[3]
6) 89% of employees at companies that implement well being initiatives tend to recommend their company to prospective employees. ^[3]
79% of job seekers turn to social media as part of their job search. ^[3]
50% of potential employees won’t consider working for a company that has a bad reputation – even for increased pay. ^[3]
1) 98% of B2B enterprises recognize the value of social selling in both the short and long term. ^[3]
2) 72.6% of sales employees who leverage social selling in their sales process outperform their peers and exceed quotas 23% more often. ^[3]
Several industries earn over 50% of their revenue via social selling. ^[3]
4) Social selling has been proven to increase company revenue by 16%. ^[3]
6) 65% of sales executives who leverage social selling fill their pipeline, as opposed to 47% of them who don’t. ^[3]
) Sales reps report 57% higher ROI from social selling, compared to 23% ROI using traditional methods. ^[3]
Twitter has 317 million monthly active users, 92% of businesses tweet more than once a day, and 53% of consumers indicate that they bought a product they first saw on Twitter. ^[3]
50% of B2B customers use LinkedIn when making purchasing decisions. ^[3]
According to IDC research, merely 10% of B2B companies had customer advocacy programs back in 2016. ^[3]
This number increased to 67% by 2017. ^[3]
4) 77% of millennials participate in loyalty reward programs. ^[3]
5) 90% of consumers are likely to purchase more than once, and 93% are likely to become repeat customers at companies that offer excellent customer service. ^[3]
6) 77% of customers have had relationships with specific brands for 10 years or more. ^[3]
Emotionally connected customers have a 306% higher lifetime value and recommend brands at a rate of 71%, compared to the average rate of 45%. ^[3]
6) 84% of micro influencers charge no more than $250 per post. ^[3]
−The Temkin Group 86% of buyers will pay more for a great customer experience. ^[12]
–PWC Companies with great customer experiences have a 16% price premium on products and services. ^[12]
−The Temkin Group 73% of all people point to experience as an important factor in their purchasing decisions. ^[12]
72% of customers share a positive experience with 6 or more people; 13% of unhappy customers share their experiences with 15 or more. ^[12]
63% of U.S. consumers would share more personal information with a company that offers a great experience. ^[12]
Topperforming companies are 50% more likely than their peers to have well. ^[12]
80% of consumers say speed, convenience, knowledgeable help, and friendly service are the most important elements of a positive customer experience. ^[12]
12% increase in brand advocacy leads to a 200% increase in revenue growth. ^[13]
12% increase in advocacy generates a 200% increase in revenue and growth rate 12% increase in advocacy leads to 2X increase in revenue growth. ^[13]
12% increase in brand advocacy generates a 100% increase in revenue growth 12% increase in advocacy can result in 200% revenue growth. ^[13]
12 point increase in NPS score leads to a 200% increase in revenue growth. ^[13]
12% increase is used instead of 12 point increase. ^[13]
Introduced by Fred Reichheld in 2003, the NPS assesses customers by asking them a single question “how likely are you to recommend this company’s product or service to a friend or colleague?”. ^[13]
Customers answer on a scale of 0 10, with 0 meaning not at all likely. ^[13]
The closer a score is to 100, the more likely a company’s customers are to recommend them. ^[13]
A score closer to 100 shows that customers are very unlikely to promote or speak highly of a company’s product or service. ^[13]
A twelve point increase in NPS is not strictly an increase of 12% in Brand Advocacy. ^[13]
Instead NPS is scaled from 100 to 100 so cannot be easily translated into a percent. ^[13]
Therefore, a twelve point increase in NPS is not exactly equivalent to 12% increase, but is a similar score to the others. ^[13]
However, the Appendix uses a number of different metrix of growth, so we cannot be 100% sure of this. ^[13]
A 12% increase in advocacy represents a 2X increase in revenue growth. ^[14]
A 12% increase in advocacy can mean as little as five to ten extremely happy customers, spreading the word of your brand to the world. ^[14]
Data 92% of customers trust recommendations from people they know. ^[14]
Wordofmouth drives 20 50% of all purchase decisions. ^[14]
Worldwide, 80% of consumers recommend one brand; advocates recommend four brands. ^[14]
Customers referred by other customers have a 37% higher retention rate. ^[14]
On average, up to half of a brand’s customer base are advocates . ^[14]
79% of high income people, 51% of B2B clients, and 54% of Gen Xers will avoid your company for two years or more following one bad customer experience. ^[14]
70% of people expect to message businesses more in the future for customer service questions. ^[15]
64% of people would rather message than call a business. ^[15]
18.7% of U.S. social buyers completed their most recent purchase without leaving the social app. ^[15]
Forrester predicts digital customer service interactions will increase by 40% Banks that rank highly for social media respond to customer service replies within an hour 59% of brand replies to user Tweets occur within 15 minutes. ^[15]
However, this number drops to 30% when brands do not have a separate customer service Twitter account. ^[15]
9% of brands don’t reply to comments on Instagram, and 16% don’t respond to comments on Facebook. ^[15]
40% of holiday shoppers say they are more likely to consider buying from a brand they can message. ^[15]
60% of Internet users say bad customer service is a concern when making an online purchase. ^[15]
Twitter account is more likely to respond within 15 minutes. ^[15]
If you respond to 90% of messages and have a response time of 15 minutes or less, you’ll get a Very Responsive to Messages Your social customer service may not be available 24/7, and that’s okay. ^[15]
Of consumers who posted complaints on social media, 84% used Facebook and 26% used Twitter. ^[15]
Brand advocates are more likely to influence a purchase x2 3 more effective of advocates write something positive about their purchasing experience A increase in advocacy =. ^[4]
It’s important to note that displaying such qualities does not make advocacy a given, with research by the Wharton School of Business concluding that while 83% of satisfied customers are willing to refer products and services, only 29% actually do so. ^[4]
This is evidenced by the latest Brightlocal survey from the US, which found that 93% of consumers aged between 35 54 always head online to read reviews. ^[4]
(In case you’re wondering, 82% of people said a negative review online would indeed put them off.). ^[4]
Social media websites now play an important role in developing the overall customer support strategy as more than 80% of consumers are now using social media to engage with brands. ^[16]
Answering a social media complaint can increase customer advocacy by as much as 25% 84% of US consumers who sent customer service requests through social media say they have received a response from the company. ^[16]
59% of Americans with social media accounts believe that social media has made customer service easier 33% of consumers who would rather contact a brand’s customer service via social media rather than by phone Join 25,000+. ^[16]
86%of professionals engaged in, or leading, CX expect to compete based on CX. ^[5]
87%of senior business leaders in the US and UK see CX as their top growth engine but only 1 in 3 feel prepared to address it. ^[5]
reached$2.9Bin 2021 and is expected to grow 15.3% every year from 2024 to 2030. ^[5]
86%of consumers would leave a brand after as few as two poor experiences. ^[5]
65%of all consumers find a positive experience with a brand to be more influential than great advertising. ^[5]
74%of consumers are at least somewhat likely to buy based on experiences alone. ^[5]
68%of US consumers currently use, or would like to use, social media to engage with brands to ask questions before making a purchase, while 59% of consumers expect to do so to get post. ^[5]
61%of consumers will pay at least 5% more if they know they’ll get a good customer experience. ^[5]
56%of consumers feel that the quality of the customer service they receive has a higher impact on how positively they view a brand than any other criteria. ^[5]
66%of consumers say they will share personal data about themselves if they think it will elevate their customer experience. ^[5]
CX drives 85%of brands believe they offer personalized customer experience but only 60% of consumers agree. ^[5]
60%of consumers report that they will become repeat buyers after a personalized purchasing experience. ^[5]
91%of consumers say they are more likely to shop with brands that provide offers and recommendations that are relevant to them. ^[5]
62%of consumers don’t feel like they get excellent customer service on social media when making a purchase. ^[5]
Customers are2.4 times more likelyto stick with a brand when their problems are solved quickly. ^[5]
52%of consumers expect a response from a brand within one hour. ^[5]
However, 39% report having to wait more than two hours for a reply. ^[5]
65%of respondents would become long term customers of a brand if they can provide positive experiences throughout the customer journey. ^[5]
42%of consumers say a seamless experience across all devices and channels is a top expectation while only 11% of decision makers see seamless, omnichannel experiences as the most important factor when delivering quality experiences. ^[5]
52%of all worldwide website traffic is on mobile devices. ^[5]
They are expected to increase 15% annually and reachover $700Bby 2025. ^[5]
Retail mobile commerce sales in the US reached 75%of customers find it important for brands to offer them a fully self service customer care option to answer their questions. ^[5]
More than 60%of consumers look for self service first, instead of contacting a live agent. ^[5]
2040%of live volume could easily be handled with existing self service tools, according to customer service leaders. ^[5]
Enterprises continue to demonstrate a strong interest in AI, with 46%of consumers will abandon a brand if employees are not knowledgeable. ^[5]
71%of customers expect customer service agents already to have information regarding their previous interactions with the brand. ^[5]
By 2024, Over 90%of enterprises now employ a CCO, CXO, or executives with similar responsibilities. ^[5]
More than 90% of customers who are dissatisfied with your product will never complain; they’ll simply leave. ^[6]
Our customer service statistics underscore the importance of your support service and help you avoid mistakes made by the 70% of businesses that perish within 10 years. ^[6]
31% of companies see customer service as more of an expense than a growth opportunity. ^[6]
95% of consumers indicate that customer service is important to their choice of brand and loyalty. ^[6]
13% of unsatisfied customers tell 15 or more people that they’re unhappy with a particular product or service. ^[6]
59% of consumers around the world say they have higher customer service expectations today than they had a year ago. ^[6]
Roughly 58% of consumers say it takes several really bad experiences to dump a brand. ^[6]
According to customer service statistics from 2017, the number of people doing business with companies due to good customer support was 2% higher. ^[6]
Of those surveyed, 49% revealed they bought a product after a personalized recommendation even though they didn’t initially plan to. ^[6]
Meanwhile, 40% said they purchased something more expensive than they originally intended due to the personalized experience. ^[6]
As many as 60% of the surveyed millennials had decade long relationships with brands despite their young age. ^[6]
In total, 61% of respondents changed the brands they dealt with because of poor customer service. ^[6]
While the proactive approach is popular among 66% of surveyed customers in the US, it’s even more desirable in Japan (80%) and Brazil (89%). ^[6]
Of those who approve of the proactive approach, 74% are aged 18 to 34 and 65% are 55+. ^[6]
This number is higher in the US (47%) than in the UK (46%). ^[6]
Once again, customers in Japan (59%) and Brazil (85%). ^[6]
Around 77% of respondents aged 18 to 34 expect the brands they use to respond via social media channels. ^[6]
On the other hand, only 40% of the 55+ age group feel the same way. ^[6]
For example, 50% of respondents in Germany have higher customer service expectations today, while in the US that figure stands at 56%. ^[6]
Brazilians expect the biggest improvements with 82% reporting higher expectations. ^[6]
66% of consumers surveyed for Microsoft’s 2018 State of Global Customer Service report said they believe the quality of customer service is generally getting better. ^[6]
In individual countries that sentiment is shared by 58% of Americans, 66% of Britons, and 60% of Germans. ^[6]
In Japan and Brazil, a slightly higher percentage of customers are satisfied with the level of improvements, with 74% and 78% respectively. ^[6]
However, 35% say they see no changes in the level of complexity, and 26% report that customer service is getting more difficult to handle. ^[6]
Response variations in the US are subtle, with 36% of respondents believing customer engagement is getting easier, 34% seeing no difference, and 30% claiming it’s getting harder. ^[6]
According to customer service statistics, 30% of Britons and 34% of Germans feel that engagements with customer service agents are becoming increasingly difficult. ^[6]
Next on the list is a knowledgeable customer service agent with 31% of global respondents saying this was the most important criterion for a good experience. ^[6]
Only 27% of customers aged 18 to 34 find representatives who don’t know what they’re doing insufferable. ^[6]
On the other hand, 40% of consumers over 55 think informed representatives are the most important customer service factor. ^[6]
But the digital customer service statistics also revealed that as many as 25% of Japanese customers are never interested in giving any type of customer service feedback. ^[6]
Only 17% believe that they are often given the opportunity to express concerns or ask questions, while a mere 7% believe this always happens. ^[6]
More than half the customers in the UK (54%). ^[6]
Japan (53%), and Germany (58%). ^[6]
But customer service statistics from 2018 show that customers in the US and Brazil are slightly less cynical, with 55% of Americans and 56% of Brazilians believing their feedback leads to action. ^[6]
The high expectations range from 64% in Japan to 93% in Brazil. ^[6]
But based on the experiences of 31% of the respondents, customer agents only have access to all this information occasionally. ^[6]
Microsoft’s customer service graph shows that 39% of those surveyed prefer support via phone or another voice channel like Skype. ^[6]
Meanwhile, 20% prefer email and 16% would much rather have live chat support. ^[6]
Surprisingly, only 5% of consumers prefer contacting organizations via social media, despite spending so much of their online time on these platforms. ^[6]
In fact, 9% used more than six customer service channels. ^[6]
Slightly fewer than half (47%). ^[6]
Another 41% are more likely to search for the solution themselves through the site’s FAQ section or Google. ^[6]
Of those who have, 32% used Facebook, 13% used YouTube and Twitter, 9% used Instagram, 4% used Linkedin, and 3% used other platforms. ^[6]
Brazil is the exception here, with 61% of respondents in that country saying they rely on Facebook for customer service. ^[6]
Of the 5,000 people surveyed, 43% say the main reason self service is inefficient is due to a lack of information. ^[6]
Only 22% of respondents said their issue turned out to be too complex to solve using self. ^[6]
Only 32% of executives say they leverage mobile via their web channels. ^[6]
Also, 9% admitted to having no mobile strategy at all. ^[6]
The percentages varied throughout the surveyed countries with 76% of Brazilians abandoning brands over customer support. ^[6]
In Japan, dissatisfaction levels stood at 48%. ^[6]
Esteban Kolsky, a former Gartner analyst and ThinkJar founder, published a study revealing that fewer than 4% of unsatisfied customers actually make a complaint. ^[6]
With every unsatisfied customer, you’re likely to lose 15+ prospective ones. ^[6]
As a business, you have a bit more leeway; 42% of customers expect you to respond within an hour. ^[6]
In fact, 87.2% of organizations agree that customer loyalty correlates directly with commercial success. ^[6]
Of these, 34% said that ditching a brand is a matter of “growing apart.”. ^[6]
The most demanding customers make for just under 20% of your overall user base, which might not appear too bad. ^[6]
Still, keep in mind that every customer who ditches you in anger is likely to tell at least 15 friends how terrible your business is. ^[6]
In 2019, 29% of businesses viewed customer support an expense rather than an opportunity. ^[6]
When asked about the customers themselves, 93% of support professionals agreed that they’ve become a lot more demanding. ^[6]
Hubspot’s customer service statistics from 2020 tell us that a promising 59% of companies rely on surveys to get feedback from their customers, while 24% of them establish a formal customer advocacy program. ^[6]
The help desk system is popular among highgrowth companies, with 51% using this option as opposed to just 29% of low. ^[6]
As far as the stats are concerned, IDC research showed that only 10% of B2B companies had customer advocacy programs in place in 2016. ^[7]
But, by 2017, this number had increased to 67%. ^[7]
They leave highly positive feedback, that is 100% genuine and inspires new purchase decisions. ^[7]
An estimated 67% of consumers now use social media networks like Twitter and Facebook to seek resolution for issues. ^[17]
(Source Over a quarter (28%) of consumers have used social media to communicate with a company in the last year. ^[17]
More than 30% said it is a convenient contact method. ^[17]
23% believe it is a good way to get 24. ^[17]
( Source 49% of users like a Facebook page to support a brand they like. ^[17]
Relative number of queries on Facebook is 40.7% . ^[17]
Facebook and Twitter are 48% more accurate and 44% faster at delivering customer service responses than email . ^[17]
47 percent of millennials use the Instagram messaging app . ^[17]
Adespresso 60% of users learn about new products through Instagram. ^[17]
Data from the SiriusDecisions Command Center® shows correlation between the volume of advocates and an organization’s ability to show an impact on more than 50% of new and cross sell or upsell revenue. ^[8]

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

Reference

hubspot – https://blog.hubspot.com/service/customer-service-stats.
socialtoaster – https://www.socialtoaster.com/advocacy-marketing-statistics/.
forbes – https://www.forbes.com/sites/blakemorgan/2019/09/24/50-stats-that-prove-the-value-of-customer-experience/.
socxo – https://www.socxo.com/blog/55-advocacy-marketing-statistics-to-get-your-leadership-team-buy-in-to-it/.
on24 – https://www.on24.com/faqs/customer-advocacy-strategy-guide/.
emplifi – https://emplifi.io/resources/blog/customer-experience-statistics.
smallbizgenius – https://www.smallbizgenius.net/by-the-numbers/customer-service-statistics/.
proprofsdesk – https://www.proprofsdesk.com/blog/customer-advocacy/.
forrester – https://www.forrester.com/blogs/customer-advocacy-matters-for-customer-engagement/.
convinceandconvert – https://www.convinceandconvert.com/social-media-research/5-social-media-customer-service-stats-you-must-know/.
crowdly – https://blog.crowdly.com/blog/10-stats-comparing-customer-advocacy-vs-influencer-marketing/.
referralrock – https://referralrock.com/blog/customer-service-statistics/.
atomicrevenue – https://blog.atomicrevenue.com/data-surrounding-customer-advocacy.
duel – https://www.duel.tech/blog/statistic-explained-12-increase-advocacy-leads-2x-increase-revenue-growth.
jitbit – https://www.jitbit.com/news/customer-advocacy/.
hootsuite – https://blog.hootsuite.com/social-media-customer-service/.
invespcro – https://www.invespcro.com/blog/social-media-customer-support/.
maybetech – https://www.maybetech.com/blog/industry-news/20-stats-that-highlight-why-customer-service-on-social-media-is-important/.

How Useful is Customer Advocacy

Customer advocacy is essentially a form of word-of-mouth marketing, where satisfied customers actively promote a brand or product to others based on their positive experiences. These advocates often go above and beyond simply recommending a product or service – they become brand ambassadors, passionately endorsing the company to friends, family, and even strangers.

One of the key benefits of customer advocacy is that it can help companies reach new customers in a more authentic and relatable way. Consumers today are bombarded with advertisements at every turn, making it increasingly challenging for companies to cut through the noise and establish trust. By leveraging the enthusiasm and genuine praise of satisfied customers, companies can tap into a level of credibility that traditional marketing tactics can’t match.

Moreover, customer advocacy can play a significant role in shaping a company’s reputation. In an age where online reviews and ratings carry substantial weight in consumers’ purchase decisions, positive advocacy can help bolster a brand’s image and offset any negative feedback. Potential customers are more likely to trust the opinions of real people who have had firsthand experience with a product or service, rather than slick marketing campaigns.

Furthermore, customer advocacy can also help companies improve their products and services. Advocates are often vocal in providing feedback, suggesting improvements, and highlighting any issues they encounter. By actively engaging with these advocates and listening to their suggestions, companies can gain invaluable insights into the needs and preferences of their target audience, enabling them to refine their offerings and stay ahead of the competition.

The impact of customer advocacy extends beyond just acquiring new customers or enhancing brand reputation. Research has shown that satisfied customers are more likely to remain loyal and repeat their purchases over time. By cultivating a loyal base of advocates, companies can drive repeat business, increase customer retention rates, and ultimately boost revenue.

However, it’s important to note that customer advocacy is not a one-size-fits-all solution. A successful advocacy program requires ongoing effort and investment from the company to nurture and support its advocates, as well as aligning its products and services with the needs and expectations of its target audience. Without a solid foundation of customer satisfaction, advocacy efforts may fall flat or even backfire.

In conclusion, customer advocacy can be a valuable asset for companies looking to differentiate themselves in a crowded marketplace, connect with customers on a deeper level, and drive business growth. By leveraging the voices of their most loyal customers, companies can tap into a powerful source of authenticity, credibility, and influence that can have a lasting impact on their success.

In Conclusion

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Customer Advocacy Statistics 2024 – Everything You Need to Know