Good customer service begets repeat buys

New Ideas in MarketingEssential news for marketers, summarised by YouGov
May 20, 2021, 2:06 AM UTC

A positive customer service experience improves the likelihood of 89% of US consumers of making a repeat purchase.

A Sprout Social and Harris Poll survey of US consumers found that after a positive service experience with a brand, 78% respondents would make a purchase, 76% would recommend it to others, 72% would spend more with the brand and more.

According to 43% of respondents, they have also increased their social media usage to discover new products and services. Another 80% of those polled believe companies must interact with them on social.  

In addition to this, a majority of consumers also expect a same-day response from brands on social media. Further, customer reviews remain an influential factor in purchase decisions.

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