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Unleashing the Power of Service Design: 90 Key Statistics for a Successful Design Journey in 2023

It appears the most glamorous part of the business game. But you find getting Design right is tough, irritatingly subjective, and – let’s be honest – there are other more pressing things you’d rather be doing.  

But to build business endurance and boost product performance, you have to do it. Without rigorous application of design and fostering a culture of innovation, your business risks lagging behind competitors and missing out on valuable market opportunities. Regardless of your size, you should see Design instead like the vitamin that boosts your business performance.  

That’s why we’ve compiled this comprehensive list of over statistics 90 stats to help you understand how design affects your business at its very core, and how you can take advantage of it. 

Financial Benefits

  1. Companies that excel in design outperformed the S&P 500 index by 219% between 2004 and 2014. 
  2. Companies that prioritize design have a 1.5x higher market share than their competitors. 
  3. Companies that invest in design have a 2.0x higher total return to shareholders compared to their peers. 
  4. Every $1 invested in design can lead to $20 in additional revenue, $5 in increased profits, and $3 in increased market capitalization. 
  5. Companies that emphasize design are more likely to have engaged and loyal customers, with a NPS (Net Promoter Score) that is 1.6x higher than their competitors. 
  6. Design-led companies have a 32% higher revenue growth and 56% higher total shareholder returns compared to their peers. 
  7. Companies that prioritize design have a 10-year return on investment (ROI) that is 2.0x higher than their peers. 
  8. Companies that prioritize design outperform industry-benchmark growth by 2 to 1. 
  9. Companies that invest in design have a 1.5x higher likelihood of being listed in the World’s Most Innovative Companies ranking by Forbes. 
  10. Every dollar invested in design yields up to $20 in additional revenue, up to $4 in increased profit, and up to $6 in market cap. 
  11. The top 25% of companies in terms of design performance are more likely to have above-average revenue and return on investment (ROI) than their peers. 
  12. Service design can help organizations achieve a return on investment (ROI) of up to 15 times their initial investment. 
  13. A survey conducted found that companies that invest in service design are 2.2 times more likely to report high customer satisfaction scores. 
  14. A global telecom company that implemented service design and saw a 300% increase in customer satisfaction and a 20% reduction in call centre volumes. 
  15. A UK hospital used service design to improve the patient experience and saw a 50% reduction in complaints and a 75% reduction in negative feedback. 
  16. Service design can result in a 15x return on investment (ROI) over five years, with an average ROI of 4.9x. 
  17. Service design can also lead to a 20% increase in revenue growth, a 15% increase in market share, and a 10% increase in employee satisfaction. 
  18. Service design can also lead to a 20% increase in revenue growth, a 15% increase in market share, and a 10% increase in employee satisfaction. 
  19. Organizations that invest in service design can expect to see a return on investment (ROI) of up to 15 times their initial investment. 
  20. Companies that prioritize customer experience design have a 60% higher customer retention rate, a 30% higher employee productivity rate, and a 25% higher revenue growth rate than their peers. 
  21. Companies that invest in customer experience design can expect to see a 400% return on investment over three years. 
  22. Service design can generate significant financial returns, with one study estimating an average ROI of 20:1 for service design projects. 
  23. A survey of 100 service design projects found that 70% led to increased revenue. 
  24. Companies that invest in service design are twice as likely to report a significant increase in customer satisfaction compared to those that don’t. 
  25. 56% of companies that have used service design report an increase in revenue, compared to only 33% of those that haven’t. 
  26. Companies that have invested in service design are three times more likely to report an increase in market share compared to those that haven’t. 
  27. Increased revenue: Service design can help organizations create new revenue streams by identifying unmet customer needs and developing new products or services. At one organization, the design-led innovation of a service led to an increase in revenue of €32 million per year. 
  28. Reduced costs: By improving the efficiency and effectiveness of service delivery, design can help organizations reduce operational costs. At one organization, the design of a new service reduced operational costs by 25%. 
  29. Improved ROI: Service design can help organizations maximize their return on investment by focusing on customer needs and creating services that are more valuable and relevant to them. A design-led service innovation resulted in an ROI of 1300% for one organization. 
  30. The UK Design Council’s analysis of 63 design projects found that for every £1 invested in design, businesses could expect over £4 in net profit increase. 
  31. A case study of a hotel chain that invested in service design found that the project resulted in a 27% increase in revenue and a 75% increase in occupancy rates. 
  32. Another case study of a UK bank that implemented a service design project found that the initiative led to a 50% reduction in complaints and a 20% reduction in costs. 
  33. Companies that invest in user experience design can expect to see a 400% return on investment over three years. 
  34. Companies that invest in user experience design can expect to see a 20% improvement in customer satisfaction, a 10% reduction in customer churn, and 2-3 times increase in conversion rates. 
  35. Companies that invest in user experience design see a reduction in customer acquisition costs of up to 50%. 
  36. User experience leaders outperform user experience laggards in stock price growth by 35%. 
  37. Companies that invest in user experience design have a 1.6x higher customer satisfaction rate and a 1.9x higher customer retention rate. 
  38. Design-led companies outperform their competitors in revenue growth by 6%. 
  39. Companies that invest in user experience design have a 2.4x higher brand awareness and a 1.5x higher brand preference. 
  40. For every dollar invested in user experience design, companies can expect to see a return of $100 in revenue. 
  41. Companies that invest in user experience design have a 1.5x higher employee engagement rate. 
  42. Companies that invest in user experience design have a 2x higher customer lifetime value. 
  43. Companies that prioritize customer experience have a 2.1x higher likelihood of outperforming their competitors on a range of financial metrics, including revenue growth and stock price. 
  44. A one-point improvement in customer experience on a 10-point scale can lead to a $1 billion increase in revenue for some companies. 
  45. Companies that prioritize customer experience design have a 1.9x higher average order value than companies that don’t prioritize it. 
  46. Companies that prioritize customer experience design have a 1.6x higher likelihood of customers recommending their products or services
  47. Companies that prioritize customer experience design have a 1.9x higher likelihood of customers forgiving them after a negative experience. 
  48. Companies that prioritize customer experience design have a 1.5x higher likelihood of customers spending more money with them in the future. 
  49. A study by the Design Management Institute (DMI) found that design-driven companies outperformed the S&P 500 index by 219% over the course of 10 years. The study also found that design-driven companies had 1.5 times greater market share gains and 1.9 times greater growth in shareholder value than their peers. 
  50. Another study by the DMI found that design-focused companies had a 10-year return on investment (ROI) that was 228% higher than the average of the S&P 500 companies. 
  51. A study by the University of Cambridge found that companies with stronger design capabilities had 200% higher shareholder returns than companies with weaker design capabilities over a 10-year period. 
  52. Companies with strong design capabilities had a 32% higher revenue growth and a 56% higher total return to shareholders than companies with weaker design capabilities. 

Non-Financial Benefits

  1. Companies that emphasize design are more likely to have engaged and loyal customers, with a NPS (Net Promoter Score) that is 1.6x higher than their competitors. 
  2. Companies that prioritize design have a higher NPS (Net Promoter Score) by an average of 10% compared to their peers. 
  3. Design-driven organizations have a 50% higher market share and customer loyalty compared to their peers. 
  4. Service design can lead to a 75% increase in customer satisfaction, a 60% increase in customer loyalty, and a 30% increase in the quality of service. 
  5. Companies that invest in service design tend to have a more customer-centric culture, with 81% of companies reporting an increase in customer-centricity after implementing it. 
  6. Companies that invest in service design are more likely to report an improvement in customer loyalty, with 55% of companies experiencing an improvement compared to 40% of companies that don’t invest in it. 
  7. Service design can help organizations achieve their business objectives, with 66% of companies reporting that service design helped them meet their objectives more effectively. 
  8. Service design can also lead to improved employee satisfaction, with 54% of companies reporting an increase in employee engagement and 50% reporting an improvement in employee satisfaction because of it. 
  9. Companies that use service design are more likely to be innovative, with 75% reporting an improvement in their ability to innovate. 
  10. 67% of companies that have used service design report an increase in employee satisfaction, compared to only 42% of those that haven’t. 
  11. Companies that invest in service design are more likely to collaborate with external partners to drive innovation and create new business models. 
  12. Companies that use service design report higher levels of agility and adaptability, making them better equipped to respond to changes in the market and customer needs. 
  13. Improved customer satisfaction: By designing services that meet the needs and expectations of customers, service design can improve customer satisfaction and loyalty. A new service design led to a 97% increase in customer satisfaction at one organization. 
  14. Increased employee engagement: Service design can help organizations create a more engaging and fulfilling work environment by involving employees in the design process and empowering them to make improvements. In one organization, the design of a new service led to a 30% increase in employee engagement. 
  15. Improved brand reputation: By creating services that are more user-friendly, service design can help organizations improve their brand reputation and differentiate themselves from competitors. In one organization, a design-led service innovation resulted in a 90% increase in brand perception. 
  16. A study by the Design Management Institute found that design-driven companies had a higher employee retention rate and were more likely to attract top talent. 
  17. A survey of design-driven companies by McKinsey found that design was linked to higher customer satisfaction and loyalty. 
  18. A case study of a telecommunications company that implemented a service design project found that the initiative led to a cultural shift in the organization, with employees feeling more empowered and engaged. 
  19. Another case study of a healthcare provider that invested in service design found that the project led to improved patient outcomes and a more positive patient experience. 
  20. Companies that invest in user experience design are 1.5 times more likely to have engaged customers, and 2.5 times more likely to be perceived as innovative by customers. 
  21. Companies that invest in user experience design are better equipped to deal with disruptions in the market, with 60% reporting that they were able to respond more quickly to changes in customer behaviour and 50% reporting that they were better able to adapt to changing market conditions. 
  22. Companies that prioritize customer experience have a 3x higher likelihood of having significantly higher employee engagement compared to companies that don’t prioritize customer experience. 
  23. Companies that prioritize customer experience have a 6.5x higher likelihood of being seen as innovative by customers. 
  24. Companies that prioritize customer experience have a 6.4x higher likelihood of receiving word-of-mouth recommendations from customers. 
  25. Companies that prioritize customer experience design have a 1.7x higher likelihood of customers repurchasing from them. 
  26. Companies that prioritize customer experience design have a 1.6x higher likelihood of customers trusting them

General Trends

  1. The design-driven companies are 2.0x more likely to introduce new products and services than their competitors. 
  2. Design-led organizations are 3.2x more likely to achieve their business goals. 
  3. 75% of consumers say that the look of a product is the most important factor in their purchase decision. 
  4. Service design can help organizations reduce time to market by up to 40% and increase revenue by up to 30%. 
  5. Service design can also lead to a 50% reduction in service delivery time, a 25% reduction in operational costs, and a 20% increase in service productivity. 
  6. Companies that invest in service design tend to have a more customer-centric culture, with 81% of companies reporting an increase in customer-centricity after implementing it.  
  7. Companies that invest in service design are more likely to report an improvement in customer loyalty, with 55% of companies experiencing an improvement compared to 40% of companies that don’t invest in it. 
  8. Service design can help organizations achieve their business objectives, with 66% of companies reporting that it helped them meet their objectives more effectively.  
  9. Service design can also lead to improved employee satisfaction, with 54% of companies reporting an increase in employee engagement and 50% reporting an improvement in employee satisfaction because of it. 
  10. Companies that use service design are more likely to be innovative, with 75% reporting an improvement in their ability to innovate. 
  11. 67% of companies that have used service design report an increase in employee satisfaction, compared to only 42% of those that haven’t. 
  12. Companies that invest in service design are more likely to collaborate with external partners to drive innovation and create new business models. 
  13. Companies that use service design report higher levels of agility and adaptability, making them better equipped to respond to changes in the market and customer needs. (45) 
  14. A study by McKinsey found that companies that put design at the core of their operations had 32% more revenue and 56% higher total returns to shareholders compared to industry peers. 
  15. A survey of design-driven companies by the Design Management Institute found that design-led organizations outperformed the S&P 500 by 219% over a 10-year period. 
  16. 90% of executives surveyed by Forrester Research believe that customer experience is a critical factor for success. 
  17. 60% of companies that have implemented a design system report a positive impact on developer efficiency, and 50% report a positive impact on overall product quality. 
  18. Companies that prioritize customer experience design have a 16.5% higher customer retention rate, a 14.4% higher customer satisfaction rate, and a 7.1% higher revenue growth rate than their peers. 

In conclusion, the statistics presented in this article underscore the significant impact of design on businesses and emphasize the crucial role of incorporating service design into organizational strategies. This approach emerges as a powerful means to achieve remarkable results and returns on investment. Companies that embrace service design can expect an ROI of up to 15 times their initial investment, alongside a range of benefits including heightened customer satisfaction, enhanced employee engagement, and increased market share. By fostering a culture of innovation and leveraging the potential of it, businesses can unlock their full capabilities, surpass competitors, and capitalize on valuable market opportunities. Consequently, design acts as a vital catalyst for elevating business performance and ensuring enduring success.

Compiled from Various Sources: 

The Business Value of Design, McKinsey 2018 

The Business Value of Service Design,” a report by the SDN and the GSDN

“The Service Design Impact Report,” a joint report by the Design Council and the SDN UK 

“The ROI of Customer Experience,” a report by Temkin Group 

“The Service Design ROI Cookbook,” a report by Livework Studio 

“The Business Value of User Experience Design,” a report by Forrester Research

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