GITNUXREPORT 2025

B2B Customer Experience Statistics

Enhanced digital, personalized, seamless experiences drive B2B buyer loyalty.

Jannik Linder

Co-Founder of Gitnux, specialized in content and tech since 2016.

First published: April 29, 2025

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Statistic 1

84% of buyers say that their experience with a company is as important as its products or services

Statistic 2

71% of B2B buyers expect companies to make it easier to do business with them

Statistic 3

77% of B2B buyers would recommend a company they had a positive experience with

Statistic 4

52% of B2B buyers say their most recent purchase was complex

Statistic 5

84% of buyers say their experience with a company influences their buying decision

Statistic 6

49% of B2B buyers say they will pay more for a better customer experience

Statistic 7

63% of B2B buyers expect the same level of service as B2C customers

Statistic 8

70% of B2B buyers say they are more likely to make repeat purchases from vendors who provide excellent CX

Statistic 9

60% of B2B buyers abandon their online shopping carts due to poor customer experience

Statistic 10

65% of B2B buyers say poor customer service negatively impacts their view of a brand

Statistic 11

61% of B2B buyers say they are willing to pay a premium for a better customer experience

Statistic 12

79% of B2B buyers want to quickly resolve their issues with service providers

Statistic 13

66% of B2B buyers say long wait times hurt their perception of a company's customer service

Statistic 14

73% of B2B buyers say they are more loyal to brands that deliver excellent CX

Statistic 15

58% of B2B buyers want more proactive outreach from vendors

Statistic 16

63% of B2B customers report they’ve switched vendors due to poor customer service experiences

Statistic 17

72% of B2B buyers believe that a seamless omnichannel experience influences their purchasing decision

Statistic 18

55% of B2B buyers prioritize vendor responsiveness over price

Statistic 19

69% of B2B buyers prefer engaging with knowledgeable sales representatives

Statistic 20

80% of B2B buyers say that consistent communication improves their experience

Statistic 21

46% of B2B buyers say that poor onboarding negatively impacts their long-term loyalty

Statistic 22

69% of B2B buyers say they are more likely to trust a vendor that offers transparent communication

Statistic 23

78% of B2B buyers say they expect vendors to be proactive in resolving issues

Statistic 24

62% of B2B buyers are willing to pay more for better customer experience

Statistic 25

76% of B2B buyers consider customer experience a key differentiator

Statistic 26

75% of B2B customers want improved post-sale support

Statistic 27

68% of B2B buyers prefer virtual engagement over in-person

Statistic 28

74% of B2B buyers research online before making a purchase

Statistic 29

59% of B2B buyers say they prefer digital communication channels

Statistic 30

77% of B2B buyers say digital channels have increased their buying power

Statistic 31

55% of B2B buyers prefer to engage with vendors via video calls rather than in-person meetings

Statistic 32

78% of B2B buyers say that their last purchase was influenced heavily by digital content

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69% of B2B buyers say they prefer self-service options for parts of the purchasing process

Statistic 34

57% of B2B buyers prefer vendors that offer omnichannel communication options

Statistic 35

61% of B2B buyers look for vendors who provide educational content to assist their decision-making process

Statistic 36

83% of B2B buyers want better digital experience and self-service options

Statistic 37

65% of B2B buyers expect companies to personalize their interactions

Statistic 38

80% of B2B buyers want their vendors to provide customized solutions

Statistic 39

91% of B2B buyers report they’re more likely to shop with brands that provide relevant content

Statistic 40

43% of B2B buyers say personalized emails are effective in their purchasing decisions

Statistic 41

81% of B2B buyers expect companies to understand their needs and preferences

Statistic 42

80% of B2B buyers find value in personalized product recommendations

Statistic 43

54% of B2B buyers want to see transparent pricing during their decision process

Statistic 44

56% of B2B buyers prefer flexible payment options

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Sources

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Key Highlights

84% of buyers say that their experience with a company is as important as its products or services
71% of B2B buyers expect companies to make it easier to do business with them
77% of B2B buyers would recommend a company they had a positive experience with
52% of B2B buyers say their most recent purchase was complex
68% of B2B buyers prefer virtual engagement over in-person
74% of B2B buyers research online before making a purchase
65% of B2B buyers expect companies to personalize their interactions
80% of B2B buyers want their vendors to provide customized solutions
59% of B2B buyers say they prefer digital communication channels
84% of buyers say their experience with a company influences their buying decision
91% of B2B buyers report they’re more likely to shop with brands that provide relevant content
49% of B2B buyers say they will pay more for a better customer experience
63% of B2B buyers expect the same level of service as B2C customers

In an era where 84% of B2B buyers believe their experience with a company rivals its products in importance, mastering customer experience has become the ultimate game-changer in driving loyalty, engagement, and revenue.

Customer Experience and Satisfaction

84% of buyers say that their experience with a company is as important as its products or services
71% of B2B buyers expect companies to make it easier to do business with them
77% of B2B buyers would recommend a company they had a positive experience with
52% of B2B buyers say their most recent purchase was complex
84% of buyers say their experience with a company influences their buying decision
49% of B2B buyers say they will pay more for a better customer experience
63% of B2B buyers expect the same level of service as B2C customers
70% of B2B buyers say they are more likely to make repeat purchases from vendors who provide excellent CX
60% of B2B buyers abandon their online shopping carts due to poor customer experience
65% of B2B buyers say poor customer service negatively impacts their view of a brand
61% of B2B buyers say they are willing to pay a premium for a better customer experience
79% of B2B buyers want to quickly resolve their issues with service providers
66% of B2B buyers say long wait times hurt their perception of a company's customer service
73% of B2B buyers say they are more loyal to brands that deliver excellent CX
58% of B2B buyers want more proactive outreach from vendors
63% of B2B customers report they’ve switched vendors due to poor customer service experiences
72% of B2B buyers believe that a seamless omnichannel experience influences their purchasing decision
55% of B2B buyers prioritize vendor responsiveness over price
69% of B2B buyers prefer engaging with knowledgeable sales representatives
80% of B2B buyers say that consistent communication improves their experience
46% of B2B buyers say that poor onboarding negatively impacts their long-term loyalty
69% of B2B buyers say they are more likely to trust a vendor that offers transparent communication
78% of B2B buyers say they expect vendors to be proactive in resolving issues
62% of B2B buyers are willing to pay more for better customer experience
76% of B2B buyers consider customer experience a key differentiator

Customer Experience and Satisfaction Interpretation

In the B2B landscape where 84% deem experience as vital as products, nearly three-quarters prioritize seamless, proactive, and knowledgeable service—proving that in today’s world, a remarkable customer journey isn’t just a bonus, but a bottom-line necessity that can make or break vendor loyalty and profitability.

Customer Loyalty and Post-Sale Services

75% of B2B customers want improved post-sale support

Customer Loyalty and Post-Sale Services Interpretation

With three-quarters of B2B clients craving better post-sale support, it's clear that delivering on promises doesn't end at the invoice—success now hinges on nurturing customer relationships long after the contract is signed.

Digital Engagement and Purchasing Behavior

68% of B2B buyers prefer virtual engagement over in-person
74% of B2B buyers research online before making a purchase
59% of B2B buyers say they prefer digital communication channels
77% of B2B buyers say digital channels have increased their buying power
55% of B2B buyers prefer to engage with vendors via video calls rather than in-person meetings
78% of B2B buyers say that their last purchase was influenced heavily by digital content
69% of B2B buyers say they prefer self-service options for parts of the purchasing process
57% of B2B buyers prefer vendors that offer omnichannel communication options
61% of B2B buyers look for vendors who provide educational content to assist their decision-making process
83% of B2B buyers want better digital experience and self-service options

Digital Engagement and Purchasing Behavior Interpretation

As B2B buyers increasingly wield digital channels—favoring virtual meetings, online research, and self-service options—they're not just buying smarter but demanding a seamless, educational, and omnichannel experience that transforms traditional vendor relationships into Intelligent, digital-driven partnerships.

Personalization and Customer Expectations

65% of B2B buyers expect companies to personalize their interactions
80% of B2B buyers want their vendors to provide customized solutions
91% of B2B buyers report they’re more likely to shop with brands that provide relevant content
43% of B2B buyers say personalized emails are effective in their purchasing decisions
81% of B2B buyers expect companies to understand their needs and preferences
80% of B2B buyers find value in personalized product recommendations

Personalization and Customer Expectations Interpretation

In a landscape where nearly all B2B buyers crave tailored interactions, personalized content and recommendations are no longer optional but essential for vendors aiming to turn prospects into loyal customers—because in the B2B world, one size definitely doesn't fit all.

Pricing Transparency and Payment Preferences

54% of B2B buyers want to see transparent pricing during their decision process
56% of B2B buyers prefer flexible payment options

Pricing Transparency and Payment Preferences Interpretation

With over half of B2B buyers craving transparency and flexibility, businesses ignoring these preferences risk being left behind in the competitive race for trust and loyalty.