Customer Loyalty Statistics

Key figures and data to better understand the trends and challenges surrounding customer loyalty

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  1. When compared with detractors, promoters are 5 times as likely to repurchase from a company – Temkin Group
  2. They are 7 times as likely to forgive companies if they make a mistake – Temkin Group
  3. Promoters are 9 times as likely to try new offerings from companies – Temkin Group
  4. 64% of promoters actually recommend companies to their friends or relatives – Temkin Group
  5. The probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20% – Marketing Metrics
  6. A 2% increase in customer retention has the same effect as decreasing costs by 10%. – Leading on the Edge of Chaos
  7. On average, loyal customers are worth up to 10 times as much as their first purchase. White House Office of Consumer Affairs
  8. It is 6-7 times more expensive to acquire a new customer than it is to keep a current one.- White House Office of Consumer Affairs
  9. 80% of your company’s future revenue will come from just 20% of your existing customers – Gartner
  10. 73% of customers leave because they are dissatisfied with customer service, but the company losing the customer thinks only 21% leave because of customer service. –  Leading on the Edge of Chaos
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