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A Tidy Sum ‘By the Numbers’

DialMyApp monitors these and many other trended metrics across many key business sectors around the globe. We believe the metrics below help us identify best practices, immediate needs and the future trends of the customer service industry.

3% – the number of all customer communication occurring in Social media channels

9 hours – the average wait time for an answer to community customer service questions on social media and forums

10 times as much as their first purchase – On average, this is how much a loyal customer is worth (Source: White House Office of Consumer Affairs)

15% increase in the churn rate caused by failure to respond via social channels (source

15 – the number of people we tell about poor customer service (source: 2017 American Express customer service barometer)

33% of Americans say they considered switching companies after just one instance of poor customer service (source: 2017 American Express customer service barometer)

$41 billion per year – the cost of poor customer service In the US

59% of 25-34 year-olds share poor customer experiences online

60% of customers change their contact channel depending on where they are and what they’re doing (source

60% of customers will first attempt self-serve; only half will be successful

$62 billion – the amount of money U.S. companies lose each year due to poor customer service (source:

64% – the number of customers that value customer experience higher than price

70% is the customer satisfaction index in the world (scale is 100). This has dropped 5 points from 76 since 2010

75% of calls still end up with a voice contact (despite all the digital efforts)

75% – the number of customers that expect help within 5 minutes when on-line (source: McKinsey)

77% – the number of customers that will recommend a company after a positive experience

86% of business to business customers prefer to use digital self-serve methods like DialMyApp to reorder products and services

95% – the increase in profits that can be achieved by increasing customer retention rates by only 5% (source: Bain and Company)

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