Customer Education Statistics 2024 - Everything You Need to Know

Are you looking to add Customer Education 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 Education statistics of 2024.

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

How much of an impact will Customer Education have on your day-to-day? or the day-to-day of your business? Should you invest in Customer Education? We will answer all your Customer Education 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 Education Statistics

Best Customer Education Statistics

☰ Use “CTRL+F” to quickly find statistics. There are total 140 Customer Education Statistics on this page 🙂

Customer Education Usage Statistics

According to Stat Counter, 52% of all internet traffic now comes from mobile, with desktop usage on a trending decline. ^[0]

Customer Education Market Statistics

Businesses can grow revenues between 4% and 8% above their market when they prioritize better customer service experiences. ^[1]

Customer Education Latest Statistics

According to the new research, consumers are 131% more likely to buy from a brand immediately after they consume early. ^[2]
A week later, the impact was still strong – consumers were still 48% more likely to buy from the brand that educated them. ^[2]
When given a lineup of 4 brands to purchase from, 83.6% of consumers chose the brand that provided them with educational content. ^[2]
90% of Customer Education programs grew last year, with more than 60% of respondents increasing their investments by more than 30%. ^[3]
CE is a relatively new function, with 30% of the teams surveyed new within the last 12 months. ^[3]
As a new department in many organizations, it’s no surprise that 43% of companies don’t yet have a clear process in place for measuring the impact of their education. ^[3]
At the moment, only 43% of survey respondents are monetizing their Customer Education content, although a further 22% are planning to start this year. ^[3]
It may not surprise you to learn that 77% of respondents feel online training has become highly important since the pandemic. ^[3]
42% have enhanced learner experience with new and different kinds of content, and 57% have expanded the training content that they include. ^[3]
It may have been obvious that people needed to move training online due to COVID19, and yes, 41% have moved in person training to VILT. ^[3]
Check out the full webinar to learn 57% of companies are measuring the impact of customer education What are they tracking, and which business goals does that data align with?. ^[3]
Where do the most successful CE teams sit?Just 12% of customer education teams have their own department. ^[3]
How CE teams view their own impactJust 6% feel their learners know 75% of what they need to know. ^[3]
In fact, 86% of buyers are willing to pay more for a great customer experience. ^[0]
For example, c ustomers are willing to pay a price premium of up to 13% (and as high as 18%). ^[0]
49% of buyers have made impulse purchases. ^[0]
It’s because of these extremes why 88% of companies now prioritize customer experience in their contact centers. ^[0]
In fact, more than two thirds of companies now compete primarily on the basis of customer experience – up from only 36% in 2010!. ^[0]
In fact, our own research found that only 44% will increase the investment in their CX initiatives. ^[0]
In fact, in their 2020 report, PWC found that the number of companies investing in the omni channel experience has jumped from 20% to more than 80%. ^[0]
Adding to this, Adobe recently found that companies with the strongest omnichannel customer engagement strategies enjoy a 10% YO Y growth, a 10% increase in average order value and a 25% increase in close rates. ^[0]
For example, 57% of customers won’t recommend a business with a poorly designed website on mobile. ^[0]
And if a website isn’t mobile friendly, 50% of customers will stop visiting it, even if they like the business. ^[0]
So it comes as no surprise why 84% of companies who claim to be customer centric are now focusing on the mobile customer experience. ^[0]
However, for companies that aren’t, they’ve been slow to adapt to this trend – especially when it comes to customer support – as an overwhelming 90% of customers report having a poor experience when seeking customer support on mobile devices. ^[0]
According to Esteban Kolsky, 72% of customers will share a positive experience with 6 or more people. ^[0]
On the other hand, if a customer is not happy, 13% of them will share their experience with 15 or even more. ^[0]
In their future of CX report, PwC surveyed 15,000 consumers and found that 1 in 3 customers will leave a brand they love after just one bad experience, while 92% would completely abandon a company after two or three negative interactions. ^[0]
Today, 67% of customers prefer self service over speaking to a company representative. ^[0]
Furthermore, 91% of customers would use an online knowledge base, if it were available and tailored to their needs. ^[0]
In 2019, 25% of all customer interactions were automated through AI and machine learning. ^[0]
With 90% of companies now planning to deploy AI within 3 years, this number is expected to grow to 40% by 2024. ^[0]
Net Promoter Score asks “On a scale of 0 to 10, how likely are you to promote…” with the percentage of detractors subtracted from the percentage of promoters. ^[4]
For example, if you sell a course for $2,000 in revenue and it takes $1,500 in development and delivery hours to create, you’ve made 25% margin on that course. ^[4]
Even in facilitatorled training, only 5 10 percent of programs should be measured at Level 5.”. ^[4]
Additionally, a 200% ROI might not be believable to some executives, even if it’s true. ^[4]
Case in point during an executive briefing presented at an event by The Conference Board in Canada, online learning pioneer and Bluedrop founder Emad Rizkalla stated that a massive 85% of every dollar that goes to in person training is spent delivering it. ^[5]
According to Neil Fleming, a teacher and researcher who observed over 9,000 classroom lessons before creating the VARK model of learning, people adhere to at least one of four key ‘learning styles’ visual, auditory, reading writing, and tactile learning. ^[5]
According to the University of Pennsylvania’s Institute of Management and Administration , companies save 5070% when they replace instructorbased training with online learning, where courses are generally 25. ^[5]
“Only about 10% of learning is verbal,” she says, which may explain why long lectures are often ineffective. ^[5]
Co, online learning improves retention by 25% to 60% over classroom learners. ^[5]
U.S. brands lose approximately $62 billion each year due to poor customer service, according toa NewVoiceMedia study. ^[6]
Of 1,000 consumers surveyedin another study, 65 percent said they had ended their relationship with a brand over a single customer service miscue. ^[6]
80 percent of Tweets about companiesare negative in nature. ^[6]
Though 80 percent of companies think their customer service is “superior,” onlyeight percent of consumers feel that wayabout those same companies. ^[6]
in80 percent of all such cases. ^[6]
77 percent of satisfied consumerswill share their positivity with friends, on review sites, or across social media channels. ^[6]
Six in 10 consumers are actually willing to pay more for a better customer experience,according to Harris Interactive. ^[6]
Selfservice tools are among the most demanded enhancements of the customer experience, with70 percent of customersexpecting a company’s website to have a self. ^[6]
In fact,89 percent of businessesexpect that customer experience soon will be the main way in which they will compete for wallet share. ^[6]
It’s estimated that 73% of companies are using all or mostly Saas solutions. ^[7]
According to HubSpot, the top two reasons customers churn are 1). ^[7]
90 percent of companies have already seen a positive return on their customer education initiatives, which is a move in the right direction. ^[8]
The study showed that with a customer education program in place, bottom line revenue was increased at 6.2 percent, customer retention at 7.4, and support costs decreased by 6.1 percent. ^[8]
They also renew at a higher rate than untrained customers (92% vs. 82%). ^[9]
Customer learning platform provider Thought Industries paired these statistics with research from Bain & Company and found that a 5% increase in renewal rate increases profit by 60. ^[9]
Detect, reward, and transform 5% of your employees into knowledge. ^[10]
We all know from experience that we never use 100% of the functionalities of a product we buy. ^[10]
Because customers and prospects typically search for information before ever talking to a rep (70% in some studies!). ^[11]
At 68%, 56%, and 87%, for use the product more, use more product features/functions and work more independently, respectively, it is clear that learners feel better equipped to use the product, post. ^[12]
Another member who implemented badging, which has a number of social aspects to it, found that 87% of badge earners feel more engaged with ES/the company and are motivated to learn more. ^[12]
One TSIA member who created a bundled offer with PS, which included implementation services and training, found that the joint offer resulted in a 66% reduction in project implementation time and a 51% reduction in cost. ^[12]
47% of customers say they’ll stop buying from a company if they have a subpar experience. ^[13]
The same study reveals that 76% of customers now say it’s easier than ever to take their business elsewhere. ^[13]
According to another recent study, 91% of customers who are unhappy with a brand will leave without complaining. ^[13]
70% of buying experiences are based on how the customer feels they are being treated. ^[13]
62% of customers say they share their bad experiences with others. ^[13]
The same study by Salesforce showed that 72% of customers will share their good experiences with others. ^[13]
That’s a full 10% more positives than negatives. ^[13]
Salesforce found that a great experience is key to setting up a regular customer, with 67% of people saying they’d pay extra to get it. ^[13]
For example 70% of customers say service agents’ awareness of sales interactions is very important to keeping their business. ^[13]
80% of customers say the experience a company provides is just as important as its products or services. ^[13]
59% of customers believe that companies need to provide cutting edge digital experiences to keep their business. ^[13]
90% of people are more likely to trust a company if they have a strong privacy policy. ^[13]
88% of people trust companies that vow not to share their personal information without permission. ^[13]
92% appreciate companies giving them control over what information is collected about them. ^[13]
79% of customers are willing to share relevant information about themselves in exchange for contextualized interactions in which they’re immediately known and understood. ^[13]
27% of Americans report that ineffective customer service is their number one frustration. ^[13]
Another 12% of Americans rate their number one frustration as “lack of speed”. ^[13]
72% of customers say that explaining their problems to multiple people is poor customer service. ^[13]
79% of consumers who used feedback to complain about poor customer experience online were ignored. ^[13]
33% of consumers would recommend a brand that provides a quick but ineffective response. ^[13]
Only 17% of consumers would recommend a brand that provides a slow but effective solution. ^[13]
Some of the highlights 66% of customer service teams use knowledge bases, compared to 82% of customers who use knowledge bases. ^[13]
64% of customer service teams use customer portals, compared to 84% of customers who use customer portals. ^[13]
63% of customer service teams use text messaging, compared to 78% of customers who use text messaging for communicating with a company. ^[13]
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. ^[13]
51% of customer service teams use mobile apps, compared to 82% of customers who use mobile apps for communicating with a company. ^[13]
20% of customer service teams use voice activated personal assistants, compared to 54% of customers who use voice assistants to communicate with a company. ^[13]
Highlights include 88% of high performing service decision makers are making significant investments in agent training compared to only 57% of underperformers. ^[13]
83% of high performing service agents say they get the training they need to do their job well compared to only 52% of underperformers. ^[13]
69% of high performing service agents are actively looking for situations to use artificial intelligence compared to only 39% of underperformers. ^[13]
Customer service statistics show that service teams are projected to increase their use of AI by 143% over the next 18 months. ^[13]
High performing service teams are 3.2 times more likely than underperformers to have a defined AI strategy. ^[13]
51% of agents without AI say they spend most of their time on mundane tasks, versus 34% of agents with AI. ^[13]
More financial services firms are adopting AI, with 41% using some form of AI compared to other sectors. ^[13]
For example, only 13% of education institutions are using AI. ^[13]
Only 9% of governments use AI chatbots as opposed to 42% of media and communications companies. ^[13]
Showing the highest projected growth rate, customer service teams in the travel and hospitality industry expect AI use to grow 187% over the next 18 months. ^[13]
Looking ahead, 82% of service decision makers say their company’s customer service must transform to stay competitive. ^[13]
90% of Americans use customer service as a factor in deciding whether or not to do business with a company. ^[1]
58% of American consumers will switch companies because of poor customer service. ^[1]
89% of consumers are more likely to make another purchase after a positive customer service experience. ^[1]
63% of consumers expect businesses to know their unique needs and expectations, while 76% of B2B buyers expect the same thing. ^[1]
If the company’s customer service is excellent, 78% of consumers will do business with a company again after a mistake. ^[1]
Consumers who rate a company’s service as “good” are 38% more likely to recommend that company. ^[1]
93% of customers are likely to make repeat purchases with companies who offer excellent customer service. ^[1]
Roughly 50% of customers say they would switch to a new brand after one bad 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 “very good.”. ^[1]
78% of customers have backed out of a purchase due to a poor customer experience. ^[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]
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]
79% of American internet users are on Facebook, making it the most popular social media platform. ^[1]
33% of customers are most frustrated by having to wait on hold. ^[1]
33% are most frustrated by having to repeat themselves to multiple support reps. ^[1]
In a similar study, nearly 60% of customers feel that long holds and wait times are the most frustrating parts of a service experience. ^[1]
53% of shoppers believe their feedback doesn’t go to anyone who can actually act on it. ^[1]
36% of consumers overall will share their customer service experience, whether good or bad. ^[1]
94% of American customers will recommend a company whose service they rate as “very good.”. ^[1]
Only 13% of consumers will recommend a company whose customer service they’ve rated as “very poor.”. ^[1]
50% of customers say they don’t share their bad or good service experiences through social media. ^[1]
Nearly 90% of consumers trust a company whose service they’ve rated as “very good” to take care of their needs. ^[1]
Increasing customer retention rates by just 5% can increase profits by between 25% and 95%. ^[1]
89% of companies with “significantly above average” customer experiences perform better financially than their competitors. ^[1]
70% of the customer’s journey is based on how the customer feels they are being treated. ^[1]
Your online conversion rate can improve by roughly 8% when you include personalized consumer experiences. ^[1]
On average, customer service agents only ask for a customer’s name 21% of the time. ^[1]
71% of consumers believe that a quick response from your service team can drastically improve their customer experience. ^[1]
Almost 90% of customers report trusting a company whose service they rate as “very good.”. ^[1]
On the other hand, only 16% of those who give a “very poor” rating trust companies to the same degree. ^[1]
90% of customers rate an “immediate” response as important or very important when they have a customer service question. ^[1]
60% of customers define “immediate” as 10 minutes or less. ^[1]
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. ^[1]
Nearly 70% of customers are irritated when their call is transferred from department to department. ^[1]
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. ^[1]
An NPS® promoter score has a customer lifetime value that’s 600% 1400% higher than a detractor. ^[1]

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

Reference

superoffice – https://www.superoffice.com/blog/customer-experience-statistics/.
hubspot – https://blog.hubspot.com/service/customer-service-stats.
conductor – https://www.conductor.com/blog/2017/07/winning-customers-educational-content/.
thoughtindustries – https://www.thoughtindustries.com/blog/data-driven-insights-into-the-state-of-customer-education-2021/.
thoughtindustries – https://www.thoughtindustries.com/blog/customer-education-how-to-measure-value-and-roi/.
northpass – https://www.northpass.com/blog/why-customer-education-is-the-investment-that-keeps-on-giving.
trakstar – https://learn.trakstar.com/blog/surprising-customer-experience-statistics-and-how-training-can-help.
skilljar – https://www.skilljar.com/blog/why-customer-education-is-key-to-increasing-saas-adoption/.
learnworlds – https://www.learnworlds.com/customer-education/.
talentedlearning – https://talentedlearning.com/how-to-start-customer-education-program/.
elearningindustry – https://elearningindustry.com/what-is-customer-education-why-matter-for-businesses.
customer – https://customer.education/2020/08/what-is-customer-education-and-why-does-it-matter/.
tsia – https://www.tsia.com/blog/3-ways-education-services-can-advance-the-customer-journey.
salesforce – https://www.salesforce.com/blog/customer-service-stats/.

How Useful is Customer Education

One of the key benefits of customer education is that it empowers consumers to make informed decisions. By providing customers with the knowledge and tools they need to fully understand a product or service, businesses can help them to make smarter choices that align with their needs and preferences. This not only results in greater customer satisfaction but also increases the likelihood of repeat purchases and loyalty.

Customer education also serves to build trust in a brand. When a company takes the time to educate its customers, it demonstrates a commitment to their success and satisfaction. By providing valuable information and resources, businesses can establish themselves as authorities in their industry and demonstrate that they care about more than just making a sale. This can go a long way in building strong relationships with customers and fostering a sense of loyalty and advocacy.

Moreover, customer education can play a significant role in reducing customer support inquiries and complaints. When customers are well-informed about how to use a product or service, they are less likely to encounter issues or misunderstandings that could lead to dissatisfaction. By proactively educating customers on common questions and concerns, businesses can streamline their customer support processes and improve overall efficiency.

Beyond these benefits, customer education can also serve as a powerful marketing tool. By creating educational content such as how-to guides, tutorials, and webinars, businesses can attract new customers and demonstrate the value of their offerings. When customers see that a company is willing to invest in their success and provide them with valuable information, they are more likely to view that company in a positive light and consider making a purchase.

In today’s digital age, customer education has become more accessible and effective than ever before. With the rise of online learning platforms, businesses can easily create and distribute educational content to customers all around the world. This allows companies to reach a wider audience and educate customers at scale, ensuring that everyone has access to the information they need to make informed decisions.

Overall, customer education is a powerful tool that businesses can use to drive success and differentiate themselves in a crowded marketplace. By investing in educating their customers, companies can empower consumers to make informed decisions, build trust and loyalty, reduce customer support inquiries, and attract new customers. In an increasingly competitive business landscape, customer education is essential for companies looking to stand out and succeed.

In Conclusion

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We tried our best to provide all the Customer Education statistics on this page. Please comment below and share your opinion if we missed any Customer Education statistics.

Customer Education Statistics 2024 – Everything You Need to Know