Customer Retention by the Numbers [Infographic]

From small businesses to large enterprise organizations, everyone wants to know the secret to retaining customers. This infographic shows customer retention statistics in three critical areas.

Customer Retention by the Numbers | Customer Service Infographic

Sources for the Customer Retention Statistics Above

Why Customers Leave

  • 82% of consumers in the U.S. said they stopped doing business… > Citation
  • 73% was a reaction to rude staff… > Citation
  • 78% of consumers in the U.S. said they have bailed on a transaction… > Citation
  • 68% of consumers leave because they were upset with treatment… > Citation (Note: Primary sourcing could not be found, though this statistic is widely quoted through secondary sources.)

Why Customers Stick

  • What parts of the customer experience cause customers to stick… > Citation
  • 92% of consumers said they would go back after a negative experience… > Citation
  • What happened when an organization responded to a customer’s negative comment… > Citation
  • 85% of customers are willing to pay more… > Citation

Retained Customers Mean Money

  • The cost of bringing a new customer to the same level of profitability is up to 16x more… > Citation
  • 10x more expensive to acquire… > Citation
  • 4-6x more expensive to acquire…* > Citation
  • 5x more expensive to acquire… > Citation Alan E. Webber, “B2B Customer Experience Priorities In An Economic Downturn: Key Customer Usability Initiatives In A Soft Economy,” Forrester Research, February 19, 2008
  • 89% of consumers began doing business with a competitor… > Citation
  • Increasing retention rates by 5% increases profits by 25%-95%… > Citation
  • 2% increase in retention has the same effect as decreasing costs by 10%.. > Citation (From the book, Leading on the Edge of Chaos)
  • Loyal customers are worth up to 10 times as much… > Citation (Note: Primary sourcing could not be found, though this statistic is widely quoted through secondary sources.)
  • Repeat customers spend 67% more… > Citation