Gitnux/Report 2026

Consumer Service Industry Statistics

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Consumer Service Industry Statistics
Samuel NorbergWritten by Samuel Norberg·Fact-checked by Maya Johansson
Published
How this report is researched
01Editorial Scope

Before any source is gathered, an editor locks the question, what qualifies, and how the piece will be judged.

02Source Research

Search agents collect the source set and pull each data point out with its provenance attached.

Read our full methodology →

Search agents attach provenance to every extracted figure.

Next review: within 31 days

01 Industry overview

The consumer service industry at a glance

U.S. consumer services are expanding modestly: personal consumption expenditures reached $20.9 trillion in 2025, while household spending rose 4.3% year over year.

$20.9T[76]
Personal consumption, 2025
$81,905[28]
Average household spending, 2025
4.3%[28]
Consumer spending growth, 2025
14.9M[28]
Leisure and hospitality jobs, 2025
Market size
U.S. personal consumption expenditures totaled $20.8702 trillion in 2025. In household survey data, average annual consumer spending was $81,905 in 2025, up from $78,535 in 2024.[76][28]
Forecast & CAGR
The Bureau of Labor Statistics projects leisure and hospitality employment to grow 5.0% from 2023 to 2033, adding approximately 822,700 jobs. This is an employment outlook rather than a revenue CAGR.[28]
Market share & regions
Regional service activity is uneven. In 2025, the annual average leisure and hospitality hiring rate was highest in the South at 6.0% and lowest in the Northeast at 3.0%, with the Midwest at 3.5% and West at 3.2%.[28]
Segmentation
Consumer services span household spending categories including housing, transportation, food, healthcare, entertainment, apparel, education, and personal care. In 2024, housing represented 33.4% of average household spending, transportation 17.0%, food 12.9%, healthcare 7.9%, and entertainment 4.6%.[28]
Pricing
Consumer service pricing remains a material constraint on demand. Average household expenditures increased 4.3% in 2025, while housing spending rose 5.8% and rented-dwelling spending rose 10.8%; personal care products and services increased 0.8%.[28]
Trends, drivers & challenges
Demand growth was led by entertainment, which increased 13.2% in household spending in 2025, while housing rose 5.8%. Labor-market momentum moderated: leisure and hospitality employment increased by 99,000 in 2025, compared with 158,000 in 2024, and food-service and drinking-place sales rose 4.9%.[28]
Consumer behavior & competition
U.S. consumers increased average spending 4.3% in 2025, but spending patterns differed sharply by category: entertainment rose 13.2%, while apparel and services rose only 0.4% and personal care products and services 0.8%. Food away from home averaged $3,945 per consumer unit in 2024, covering restaurant, delivery, and takeout purchases.[28]
Regulation
The FTC’s amended Negative Option Rule took effect on January 19, 2025. It requires sellers of recurring services and memberships to obtain informed consent, disclose material terms, and provide a cancellation process that is no harder to use than the sign-up process.[77]
Latest news
The latest official indicators show continued but slower service-sector expansion. In 2025, leisure and hospitality employment increased by 99,000, food services and drinking places gained 78,000 jobs, and food-service sales rose 4.9%.[28]

02 Ranking

Top 10 Companies in the Consumer Service Industry

The leading companies in the consumer service industry, ranked on market impact, performance, momentum, innovation and brand popularity.

Updated November 11, 2026 · Next review December 11, 2026

Verdict

Royal Caribbean Group leads Gitnux's 2026 consumer service ranking with an Overall score of 9.5, with 2025 revenue of $17.934 billion and operating margin 27.4%. Hilton is the highest-ranked hotel operator at 9.4, with 9,158 properties across 143 countries and territories in 2025.

Ranked by Overall score · How we score ↓

Editor's top 3 picks

Where to start, by need.

  1. #1 Overall · Leader in cruise vacations

    Royal Caribbean Group

    US

    Ranked #1 · 9.5 · Cruise vacations

    Why we picked it: It operates global cruise vacations and onboard services, with 2025 revenue of $17.934 billion.

    See in ranking ↓Visit royalcaribbeangroup.com ↗

  2. Leader in hotels and hospitality

    Hilton

    US

    Ranked #2 · 9.4 · Hotels and hospitality

    Why we picked it: It runs hotels and hospitality services at 9,158 properties across 143 countries and territories.

    See in ranking ↓Visit hilton.com ↗

  3. Leader in quick-service restaurants

    McDonald's

    US

    Ranked #4 · 9.0 · Quick-service restaurants

    Why we picked it: It operates global quick-service restaurants, with 2025 restaurant-system revenue of $26.885 billion.

    See in ranking ↓Visit mcdonalds.com ↗

Pick 1 is the #1 company overall. Picks 2 and 3 are the highest-ranked companies in the top 5 that add a new segment.

Full ranking

Sort by
Top 10 companies in the consumer service industry, 2026 – Gitnux ranking
#CompanyOverall ↓Company snapshot
1

Royal Caribbean Group

Cruise vacations · US

9.5
2

Hilton

Hotels and hospitality · US

9.4
3

Carnival Corporation

Cruise vacations · US

9.0
4

McDonald's

Quick-service restaurants · US

9.0
5

Yum! Brands

Franchised restaurants · US

8.8
6

Live Nation Entertainment

Concert promotion and live entertainment · US

8.6
7

Starbucks

Global coffeehouses and beverage service · US

8.4
8

Planet Fitness

Fitness clubs and membership services · US

8.4
9

Restaurant Brands International

Global quick-service restaurant brands · CA

8.3
10

Service Corporation International

Funeral homes and cemetery services · US

8.2

How we score

  • Impact (30%): scale and weight in the market (revenue, market share, employees, market position).
  • Performance (20%): recent revenue growth and operating margin; an analyst assessment where a company does not publish them.
  • Momentum (20%): growth trajectory and future potential.
  • Innovation (15%): R&D intensity and how technologically advanced the company is.

Popularity (brand search demand, 15%) counts toward Overall but is not published as a column. Overall leaves out what is not known.

Scale Scores are shown on a 7–10 scale with one decimal; bars start at 7.0.

Cadence Recalculated when new figures are published; next review December 11, 2026.

Independence. Rankings are editorially independent. Scores, ranks, picks and the verdict follow the method above; no company can pay to change them.

Cite this ranking

APA

Samuel Norberg. (2026, November 11). Top 10 companies in the consumer service industry. In Consumer Service Industry Statistics. Gitnux. https://gitnux.org/consumer-service-industry-statistics/#top-companies

report visual · Projection

U.S. Accommodation and Food Services revenue, all establishments

U.S. Accommodation and Food Services revenue, all establishments grew from $1.0T in 2019 to $1.3T in 2024.

$1T
Start
+4.95%
CAGR · 5y
$1.3T
Projected
20192024
source-verifiedfred.stlouisfed.org2024

04 Statistics

Technology & Innovation

AI and automation are already embedded in service workflows: 54% of travel and hospitality executives used AI at scale for customer service in 2025.

AI in the consumer service industry

  • 50% of banking executives use AI at scale for customer service, including chatbots, messaging apps and self-service portals, worldwide in 2025.[1]
  • 45% of telecommunications executives use AI at scale for customer service, including chatbots, messaging apps and self-service portals, worldwide in 2025.[1]
  • 17% of travel and hospitality executives use AI at scale for customer understanding, including behavior analysis, journey mapping, segmentation and market trends, worldwide in 2025.[1]
  • 25% of travel and hospitality executives use AI at scale to personalize customer experiences and offerings based on demographics and language worldwide in 2025.[1]
  • 53% of retail executives use AI at scale for customer service, including chatbots, messaging apps and self-service portals, worldwide in 2025.[1]
  • 54% of travel and hospitality executives use AI at scale for customer service, including chatbots, messaging apps and self-service portals, worldwide in 2025.[1]

Automation in the consumer service industry

  • 70% of restaurant operators had automated payroll in the United States in 2024.[2]
  • 65% of restaurant operators had automated inventory management in the United States in 2024.[2]
  • 59% of restaurant operators had automated staff scheduling in the United States in 2024.[2]
  • 67% of restaurant operators had automated email marketing in the United States in 2024.[2]
  • 66% of restaurant operators had automated sending orders to the kitchen in the United States in 2024.[2]
  • 65% of restaurant operators had automated accounting or bookkeeping in the United States in 2024.[2]

Digital Transformation in the professional and business services sector (sector benchmark)

  • 40.4% of EU enterprises in professional, scientific and technical activities used at least one AI technology in 2025.[3]
  • 55% of business-services CEOs identified keeping pace with technology and AI transformation as their greatest concern in PwC’s 2025 global CEO survey.[4]
  • 35.51% of EU professional, scientific and technical enterprises using AI applied it to business-administration or management processes in 2025.[3]
  • 51% of U.S. technology executives reported no increase in performance or profitability from digital-transformation investments during the previous two years.[5]

Technology Adoption in the professional and business services sector (sector benchmark)

  • 30.87% of EU professional, scientific and technical enterprises using AI applied it to accounting, controlling or finance management in 2025.[3]
  • 22.32% of EU professional, scientific and technical enterprises using AI applied it to research and development or innovation activities in 2025.[3]
  • 27.33% of EU professional, scientific and technical enterprises using AI applied it to production processes in 2025.[3]
  • 18.55% of EU professional, scientific and technical enterprises using AI applied it to ICT security in 2025.[3]

Cloud Computing in the professional and business services sector (sector benchmark)

  • 77.7% of Dutch professional, scientific and technical enterprises used cloud computing services in 2023.[6]
  • 90.7% of Australian professional, scientific and technical enterprises used cloud computing services in 2022.[6]
  • 91.2% of Finnish professional, scientific and technical enterprises used cloud computing services in 2023.[6]
  • 80.4% of Danish professional, scientific and technical enterprises used cloud computing services in 2023.[6]

Big Data in the professional and business services sector (sector benchmark)

  • 57.5% of Dutch professional, scientific and technical enterprises conducted big-data analysis in 2023.[6]
  • 45.4% of Finnish professional, scientific and technical enterprises conducted big-data analysis in 2023.[6]
  • 47.5% of German professional, scientific and technical enterprises conducted big-data analysis in 2023.[6]
  • 46.8% of Swedish professional, scientific and technical enterprises conducted big-data analysis in 2023.[6]

IoT in the professional and business services sector (sector benchmark)

  • 52.0% of South Korean professional, scientific and technical enterprises used Internet-of-Things technologies in 2022.[6]
  • 35.6% of Swedish professional, scientific and technical enterprises used Internet-of-Things technologies in 2021.[6]

05 Statistics

Data & Analytics

Data quality and governance remain recurring constraints for integration projects; 50% of organizations identified data-quality issues as the biggest challenge.

Business intelligence in the consumer service industry

  • 45% was the expected business-intelligence penetration in consumer services 12 months after the 2024 study.[7]
  • 50% of consumer and retail companies described data accessibility as influential or embedded in 2024.[8]
  • 47% was the expected business-intelligence penetration in consumer services 24 months after the 2024 study.[7]
  • 50% of consumer and retail companies described alignment of data-system investments with stakeholder priorities as influential or embedded in 2024.[8]
  • 53% was the expected business-intelligence penetration in consumer services 36 months after the 2024 study.[7]
  • 52% of consumer and retail companies described their ability to extract meaningful insights from data as influential or embedded in 2024.[8]

Data analytics in the consumer service industry

  • 70% of French consumer executives said their company had already rolled out at least one predictive or generative AI consumer-intelligence use case in 2024.[9]
  • 37% of consumer executives said A/B testing was a consumer-intelligence use case already rolled out in 2024.[9]
  • 46% of consumer and retail companies rated data science using real-time or predictive analytics as influential or embedded in 2024.[8]
  • 17% was the lowest country-level share reported for consumer companies that had rolled out three or more AI use cases in BCG’s 2024 survey.[9]
  • 35% of consumer executives said web analytics was a consumer-intelligence use case already rolled out in 2024.[9]
  • 49% of consumer and retail companies rated their data culture as influential or embedded in 2024.[8]

Data Quality in the professional and business services sector (sector benchmark)

  • 95% of enterprise companies with at least $1 billion in revenue had experienced a data-quality issue directly affecting business outcomes in 2024.[10]
  • 23% of supply management firms spent at least 21% of their time cleaning data in 2024.[11]
  • 49% of supply management organizations reported that their data quality was good or excellent in 2024, based on a survey of more than 121 respondents.[11]
  • 87% of enterprise data leaders said traditional rules-based approaches to data quality did not scale to current needs in 2024.[10]
  • 50% of organizations identified data-quality issues as the biggest challenge affecting their data-integration projects in 2024.[12]
  • 67% of supply management organizations said their data quality was better or significantly better than two years earlier in 2024.[11]

Data Governance in the professional and business services sector (sector benchmark)

  • 71% of global organizations reported having a data-governance program in 2024, up from 60% in 2023.[12]
  • 33% of North American organizations had a formal data-governance organization in place in 2024.[13]
  • 32% of organizations in the 2024 governance study had a formal governance organization in place, while 68% had none.[13]
  • 61% of organizations had a dedicated data-governance function in 2024, according to a survey of more than 121 supply management professionals.[11]
  • 81% of supply management organizations found their data-governance program useful in 2024.[11]
  • 18.3% of organizations used a data-governance or catalog solution as part of their governance program in 2024.[13]

KPIs in the consumer service industry

  • 64% of contact-center organizations used customer-retention rate as a customer-experience benchmark in 2024.[14]
  • 69% of contact-center organizations used Net Promoter Score as a customer-experience benchmark in 2024.[14]
  • 87% of service organizations tracked customer satisfaction in 2020, up from 80% in 2018.[15]
  • 82% of contact-center organizations used customer-satisfaction ratings as a customer-experience benchmark in 2024.[14]
  • 38% of contact-center organizations used customer-effort score as a customer-experience benchmark in 2024.[14]
  • 79% of service organizations tracked customer retention in 2020, up from 57% in 2018.[15]

06 Statistics

Strategy & Growth

Digital channels drive measurable sales contribution: Yum! generated more than 50% of system sales through digital channels in 2024.

Growth in the consumer service industry

  • Yum! generated more than 50% of system sales through digital channels in 2024, with digital sales increasing roughly 15% year over year.[16]
  • Pizza Hut loyalty-program members exceeded 180 million at year-end 2024 and generated approximately 64% of Pizza Hut system sales.[16]
  • Arcos Dorados generated $3.3 billion in digital sales in 2024, representing 57.0% of systemwide sales.[16]
  • Global food delivery’s share of foodservice spending rose from 9% in 2019 to 21% in 2024.[17]
  • Yum! Brands achieved 8% core operating profit growth and opened 4,535 restaurants in 2024.[16]
  • Travel arrangement and reservation services revenue in Canada rose 7.1% to a record C$16.5 billion in 2024.[18]

Differentiation in the consumer service industry

  • Retail customers made an average of 227 category transactions annually in the United States in 2023, according to Medallia transaction-panel data.[19]
  • The average U.S. retail customer devoted 36% of category transactions to their most-preferred brand in 2023.[19]
  • Restaurant customers made an average of 89 category transactions annually in the United States in 2023, according to Medallia transaction-panel data.[19]
  • Hotels achieved 79% consumer trust and 78% advocacy in Qualtrics’ 2024 global study, the highest rates among 20 industries.[20]
  • The average U.S. restaurant customer devoted 39% of category transactions to their most-preferred brand in 2023.[19]
  • Supermarkets achieved an 82% likelihood of repurchase after recent experiences in Qualtrics’ 2024 global study.[21]

Mergers and acquisitions in the consumer service industry

  • Flutter acquired Boyd Gaming’s 5% stake in FanDuel for $1.8 billion in 2025.[5]
  • Hyatt Hotels Corporation acquired Playa Hotels & Resorts for $2.6 billion in a 2025 hospitality transaction.[5]
  • Apollo acquired IGT’s Global Gaming & PlayDigital business and Everi in a transaction valued at $6.3 billion in 2025.[5]
  • KSL Capital and Tortuga Resorts purchased Hyatt’s Playa Resorts real-estate portfolio for $2.0 billion in 2025.[5]
  • CMR Hotel acquired Soho House & Co. for $2.7 billion in 2025.[5]
  • Hospitality and leisure recorded 774 deals worth $49.2 billion in 2025, with deal value up 78.5% from 2024.[5]

Strategic partnerships in the consumer service industry

  • 30% of surveyed U.S. restaurant operators partnered with third-party delivery companies to reduce labor costs.[22]
  • 33% of surveyed U.S. restaurant operators initially partnered with third-party delivery companies to increase profitability.[22]
  • 28% of surveyed U.S. restaurant operators partnered with third-party delivery companies to increase order frequency among existing customers.[22]
  • 44% of surveyed U.S. restaurant operators partnered with third-party delivery companies to increase overall sales.[22]
  • 93% of surveyed U.S. restaurant operators reported that third-party delivery partnerships increased visibility to customers either significantly or slightly.[22]
  • 95% of surveyed U.S. restaurant operators reported that third-party delivery partnerships increased sales either significantly or slightly.[22]

07 Statistics

People & Workforce

Labor turnover stays structurally high in service settings: the average turnover rate in the U.S. restaurant and foodservice industry was 122.19% in 2025.

Hiring in the consumer service industry

  • 2,318,490 waiter and waitress jobs existed in the U.S. restaurant and foodservice sector in 2025.[23]
  • 15.9 million restaurant and foodservice employees were forecast for the United States in 2025.[23]
  • 10% of the U.S. workforce was employed by the restaurant and foodservice industry in 2024.[23]
  • 15.7 million people worked in the U.S. restaurant and foodservice industry in 2024.[23]
  • 952,000 hires per month were recorded in the U.S. leisure and hospitality sector on average in 2025.[23]

Employee retention in the consumer service industry

  • 135% was the hourly employee turnover rate at U.S. limited-service restaurants in the third quarter of 2024.[24]
  • 124.4% was the turnover rate for U.S. dishwashers in 2025.[23]
  • 130.6% was the turnover rate for U.S. restaurant cooks in 2025.[23]
  • 127.5% was the turnover rate for U.S. waiters and waitresses in 2025.[23]
  • 122.19% was the average turnover rate in the U.S. restaurant and foodservice industry in 2025.[23]

Remote Work in the professional and business services sector (sector benchmark)

  • 37.21% was the average share of paid workdays performed from home by U.S. professional and business-services employees in January 2025.[25]
  • 54% of U.S. professional-services firms reported having at least one paid work-from-home employee in November 2024–January 2025.[26]
  • About 45% of U.S. professional and business-services workers worked remotely during October 2023–September 2024, including hybrid and fully remote work.[27]
  • 62.8% of U.S. professional and business-services employees who could work at home did so during 2024–2025, while 66.0% could work at home.[28]

Hybrid Work in the professional and business services sector (sector benchmark)

  • 61% of U.S. employees with remote-capable jobs preferred hybrid work in November 2025, compared with 33% preferring fully remote work.[29]
  • 54% of U.S. employees with remote-capable jobs worked in a hybrid arrangement in November 2025.[29]
  • Across U.S. professional and business services, 39% of full-time employees worked fully onsite during January–April 2025.[30]
  • Across U.S. professional and business services, 38% of full-time employees worked hybrid schedules during January–April 2025.[30]
  • Across U.S. professional and business services, 22% of full-time employees worked fully from home during January–April 2025.[30]

Employee Engagement in the professional and business services sector (sector benchmark)

  • 33% of U.S. employees were engaged at work in 2023, while 16% were actively disengaged.[29]
  • 32% of U.S. employees were engaged at work in 2024, while 17% were actively disengaged.[29]
  • 34% of U.S. employees were engaged at work in 2022, while 16% were actively disengaged.[29]
  • 32% of U.S. employees were engaged at work in 2025, while 17% were actively disengaged.[29]

Change Management in the professional and business services sector (sector benchmark)

  • 21% of transformation teams identified stakeholder-engagement strategies as their primary change-management approach in 2024.[31]
  • 22% of transformation teams identified communication plans as their primary change-management approach in 2024.[31]
  • 17% of transformation teams identified training and development programs as their primary change-management approach in 2024.[31]
  • 75% of global business-services organizations considered change management critical in 2022.[32]
  • Approximately one-third of global business-services organizations had no change-management capability in 2022.[32]

08 Statistics

Customer & Sales

Customer-service contact time and lead capture remain key operational metrics, including 18.10 minutes average time spent per interaction in 2023.

Customer experience in the consumer service industry

  • 18.10 minutes was the average time U.S. consumers spent on each customer-service interaction in 2023.[33]
  • 45% of consumers were satisfied or very satisfied with customer service across surveyed brands globally in 2024.[1]
  • 45% of Americans reported posting an online review after a great customer-service experience in 2024.[34]
  • 19% of social-media users reported sending a direct message for customer service in 2023.[35]
  • 39% of consumers were satisfied or very satisfied with customer service from travel and hospitality providers globally in 2024.[1]

Customer retention in the consumer service industry

  • 63% of consumers said a mobile app increased their likelihood of continuing business with a brand in 2024.[36]
  • 50% of consumers said corporate values increased their likelihood of continuing business with a brand in 2024.[36]
  • 46% of consumers said a personalized website increased their likelihood of continuing business with a brand in 2024.[36]
  • 7% of surveyed organizations identified customer experience as their primary marketing objective in 2024.[37]
  • 84% of consumers said customer service made them more likely to continue doing business with a brand in 2024.[36]

Customer acquisition in the consumer service industry

  • 34% of answered phone calls were identified as leads for consumer-services companies in 2026.[38]
  • 40% was the consumer-services phone-lead conversion rate from paid social in 2026.[38]
  • 40% was the consumer-services phone-lead conversion rate from ChatGPT in 2026.[38]
  • 43% was the consumer-services phone-lead conversion rate from paid search in 2026.[38]
  • 42% was the consumer-services phone-lead conversion rate from Google Business Profiles in 2026.[38]

Customer loyalty in the consumer service industry

  • 87% of consumers rated loyalty-program simplicity and ease important or very important in 2024.[24]
  • 61% of consumers rated an accessible and enjoyable digital experience important or very important in loyalty programs in 2024.[24]
  • 77% of U.S. restaurant consumers were more likely to start spending with a brand after enrolling in its loyalty program in 2024.[24]
  • 88% of consumers rated earning and redeeming financial rewards important or very important in loyalty programs in 2024.[24]
  • 41% of U.S. restaurant consumers engaged with loyalty programs weekly in 2024.[24]

Lead generation in the consumer service industry

  • 38% of answered TV and video calls were identified as leads in consumer services in 2026.[38]
  • 21% of surveyed organizations identified customer acquisition or lead generation as their primary marketing objective in 2024.[37]
  • 49% of answered ChatGPT-generated calls were identified as leads in consumer services in 2026.[38]
  • 36% of answered paid-social calls were identified as leads in consumer services in 2026.[38]
  • 39% of answered paid-search calls were identified as leads in consumer services in 2026.[38]

09 Statistics

Marketing & Brand

Digital discovery and loyalty messaging intersect: 74% of U.S. restaurants used Instagram for promotion in 2024.

Marketing in the consumer service industry

  • 44% of marketers used TikTok for marketing in 2024.[35]
  • 72% of global marketers expected larger advertising budgets in 2024.[39]
  • 35% of surveyed organizations identified brand awareness as their primary marketing objective in 2024.[37]
  • 52% of marketers used YouTube for marketing in 2024.[35]
  • More than 63% of global marketers’ planned media spending was allocated to digital channels in 2024.[39]

Digital marketing in the consumer service industry

  • 63% or more of global marketers’ planned media spending was allocated to digital channels in 2024.[39]
  • 27% of marketers not using YouTube planned to begin using it in 2024.[35]
  • 19% of social-media users reported contacting customer service by direct message in 2023.[35]
  • 45% was the year-on-year increase in consumers sending direct messages for customer service on social media in 2023.[35]
  • 17% of social-media users reported buying a product on social media in 2023.[35]

Branding in the consumer service industry

  • 17% of social-media users reported buying from brands on social media in 2023.[35]
  • 64% of consumers in the Asian American, Native Hawaiian and Pacific Islander community said brand representation influenced their purchasing decisions in 2024.[40]
  • 83% of consumers said consistent customer experience increased their likelihood of continuing business with a brand in 2024.[36]
  • 64% of Asian American, Native Hawaiian and Pacific Islander consumers said they would stop buying from brands that devalue their identity group in 2024.[40]
  • 31% of consumers used social media to find answers to questions, making it a significant brand-discovery channel in 2024.[35]

Social media in the consumer service industry

  • 74% of U.S. restaurants used Instagram for promotion in 2024.[2]
  • 26% of U.S. restaurants used TikTok for promotion in 2024.[2]
  • 31% of U.S. restaurants used Snapchat for promotion in 2024.[2]
  • 19% of U.S. diners used Instagram most often to discover new restaurants in 2024.[41]
  • 81% of U.S. restaurants used Facebook for promotion in 2024.[2]

Influencer Marketing in the professional and business services sector (sector benchmark)

  • 78% of B2B influencer-marketing practitioners identify brand awareness and lead generation as their joint top challenges, based on Q1 2026 research.[42]
  • 86% of B2B influencer-marketing practitioners and creators prefer co-creating content with brands rather than amplifying finished brand content, based on Q1 2026 research.[42]
  • 74% of B2B influencers use artificial-intelligence tools to enhance content creation, based on Q1 2026 research.[42]
  • 44% of B2B influencer-marketing practitioners say finding the right talent is their single biggest collaboration obstacle, based on Q1 2026 research.[42]

10 Statistics

Operations & Execution

Service friction shows up in repeated information requests: 44% of consumers reported repeating information during their latest customer-service interaction in 2025.

Process optimization in the consumer service industry

  • 25.2% of Canadian travel-agency revenue came from packaged tours in 2025.[18]
  • 1.1 billion room nights were booked through Booking Holdings platforms in 2024, up 9% year over year globally.[43]
  • 63.2% of Canadian tour-operator sales came from packaged tours in 2025, indicating concentration around standardized booking products.[18]
  • 35.0% of Canadian travel-agency revenue came from airline seats in 2025, the largest individual sales category.[18]
  • 44% of consumers reported repeating information during their latest customer-service interaction in 2025, indicating a process-friction problem.[19]

Operational efficiency in the consumer service industry

  • Other Canadian travel-arrangement and reservation-service operating expenses rose 8.1% in 2025.[18]
  • Booking Holdings generated 8.3 billion dollars of adjusted EBITDA in 2024, up 17% year over year.[43]
  • Airbnb produced 4.0 billion dollars of adjusted EBITDA in 2024, equal to a 36% adjusted EBITDA margin.[44]
  • Uber generated 6.5 billion dollars of adjusted EBITDA in 2024, up 60% year over year globally.[45]
  • The U.S. restaurant and foodservice industry was projected to employ 15.7 million people in 2024.[46]

Quality management in the consumer service industry

  • 35% of consumers were satisfied or very satisfied with telecom companies in late 2024 globally.[1]
  • 596 was the U.S. customer-satisfaction score for travel and hospitality services in 2023.[33]
  • 40% of U.S. telephone customer-service interactions required consumers to provide the same information more than once in 2023.[33]
  • 23% of consumers said a customer-service agent gave them incorrect information during their latest interaction in 2025.[19]
  • Only 3% of U.S. companies were categorized as customer-obsessed in Forrester’s 2024 customer-experience research.[47]

Supply chain in the consumer service industry

  • 51.0% of Canadian travel-agency expenses were salaries, wages, commissions and benefits in 2025.[18]
  • 84.3% of Canadian tour-operator expenses were cost of goods sold in 2025.[18]
  • 38.6 cents of every U.S. food dollar came from the food-services industry group in 2024.[48]
  • The U.S. restaurant industry was projected to generate 1.1 trillion dollars in sales in 2024 while adapting to food-cost and supply-chain disruption.[46]
  • Food-services value added to the U.S. agri-food supply chain increased 5.9% in 2024 from 2023.[48]

Outsourcing / Offshoring in the professional and business services sector (sector benchmark)

  • 39% of EU enterprises sourcing abroad outsourced business functions to external providers during 2021–2023, while 72% used affiliated-group insourcing.[3]
  • 47.5% of EU enterprises sourcing abroad sourced administrative and management functions internationally during 2021–2023.[3]
  • 28.8% of EU enterprises sourcing abroad sourced information and communication technology services internationally during 2021–2023.[3]
  • 29% of U.S. CPA firms responding to the 2025 National MAP Survey utilized offshoring, rising to 74% among firms with at least $10 million in net client fees.[49]
  • 65% of U.S. CPA firms participating in the 2025 National MAP Survey that offshored used India, followed by 33% using the Philippines.[49]

11 Statistics

Finance & Pricing

Price levels constrain discretionary demand, with housing spending rising 5.8% in 2025 and rented-dwelling spending rising 10.8%.

Pricing strategy in the consumer service industry

  • U.S. hotel average daily rates were forecast to be 22% above 2019 levels in 2024.[24]
  • Starbucks’ global average ticket increased 2% in fiscal 2024 despite a 4% decline in comparable transactions.[50]
  • The U.S. domestic round-trip air ticket average processed by ARC was reported as a tracked pricing metric for 2024 travel-agency sales.[51]
  • 22% of corporate travel managers said high prices were the biggest drag on trip volume in 2024.[24]
  • Hotel average daily rates in the United States were forecast to rise 3% in 2024 from 2023.[24]

Cost reduction in the consumer service industry

  • UPS expected to incur approximately 300 million to 400 million dollars of transformation costs during 2025 to complete efficiency initiatives.[52]
  • Canadian tour-operator operating expenses increased 10.5% in 2025, slightly below the 10.9% revenue increase.[18]
  • Airbnb’s cost of revenue fell 10.5% to 159.3 million dollars in 2024 at Xiaozhu International’s experiences platform.[16]
  • UPS reported that its management-span and organizational-layer reductions had achieved savings in line with anticipated benefits by the end of 2023.[52]
  • Canadian travel-agency operating expenses increased 4.0% in 2025 while revenue increased 3.8%, limiting cost leverage.[18]

Profitability in the consumer service industry

  • Other Canadian travel-arrangement and reservation services recorded a 5.7% operating profit margin in 2025.[18]
  • Uber reported 4.1 billion dollars of adjusted EBITDA in 2024, up 60% year over year.[45]
  • Booking Holdings reported 5.9 billion dollars of GAAP net income in 2024, up 37% year over year.[43]
  • Airbnb generated 4.5 billion dollars of trailing-twelve-month free cash flow at the end of 2024, equal to a 40% margin.[44]
  • Airbnb reported 2.6 billion dollars of net income in 2024, equal to a 24% net-income margin.[44]

Financial planning in the consumer service industry

  • Canadian travel-arrangement and reservation services generated 18.3 billion dollars of operating revenue in 2025, up 8.8% year over year.[18]
  • Uber generated 43.98 billion dollars of revenue in 2024, up 18% year over year.[45]
  • Booking Holdings recorded 165.6 billion dollars of gross bookings in 2024, up 10% year over year.[43]
  • Booking Holdings generated 8.3 billion dollars of operating cash flow in 2024, up 13% year over year.[43]
  • Canadian tour operators generated 11.0 billion dollars of operating revenue in 2025, up 10.9% year over year.[18]

12 Statistics

Product & Service

Personalization expectations are measurable: 57% of consumers wanted personalized customer service through a mobile app.

Product development in the consumer service industry

  • 2.0% was the expected increase in new-service introductions among B2C service companies in the next 12 months in Spring 2024.[53]
  • 64% of consumer-products companies said they planned to use precision analytics to identify new brands and growth opportunities.[24]
  • 51% of brands planned to spend on generative AI for personalization by the end of 2024.[54]
  • 10.4% was the expected increase in new-product introductions among B2C product companies over the following 12 months in Spring 2024.[53]
  • 95% of consumer-products executives said introducing new products or services was a priority for 2025, according to a global industry outlook.[24]

Product lifecycle in the consumer service industry

  • 57% of consumers wanted personalized customer service through a mobile app.[54]
  • 56% of customers said they often had to repeat or re-explain information to different representatives during service journeys.[55]
  • 82% of brands planned to offer personalized loyalty rewards by the end of 2024, compared with 45% already doing so.[54]
  • 61% of customers said most companies treated them as a number rather than recognizing them as individuals.[55]
  • 79% of customers expected consistent interactions across departments during the customer lifecycle.[55]

After-sales in the consumer service industry

  • 35% of consumers said companies regularly or always followed up to ensure service resolution in late 2024.[56]
  • 45% of consumers said they regularly or always received effective and speedy issue resolution in late 2024.[56]
  • 74.13% of Chinese consumer-discretionary companies disclosed after-sales-service improvements in 2021.[57]
  • 56% of consumers ranked prompt responses and shorter wait times among their top five service priorities in late 2024.[56]
  • 61% of consumers ranked effective and speedy issue resolution among their top five customer-service priorities in late 2024.[56]

Value proposition in the consumer service industry

  • 88% of customers said good customer service made them more likely to purchase again.[58]
  • 73% of consumers wanted personalized loyalty rewards, indicating reward relevance as a consumer-service value driver.[54]
  • 86% of consumers considered empathy during the resolution process very or somewhat important.[59]
  • 53% of consumers considered it very important for customer care and customer experience to influence company decisions.[59]
  • 75% of customers said they had recommended a company because of excellent customer service.[58]

13 Statistics

Sustainability & Ethics

Sustainability operations increased in hotels, with 45.7% using third-party sustainability certification in 2024.

Sustainability in the consumer service industry

  • 87% of hotels provided annual sustainability training to staff in 2024, compared with 40% in 2022.[60]
  • 64% of U.S. adults said locally sourced food was important when choosing a tableservice restaurant in 2025.[23]
  • 45.7% of hotels had third-party sustainability certification in 2024, more than double the 2022 level.[61]
  • 59% of hotels globally had an on-property sustainability team in 2024, up from 2% in 2022.[60]
  • 62.9% of hotels conducted sustainability meetings at least monthly in 2024.[61]

ESG in the consumer service industry

  • 91% of listed companies globally disclosed sustainability information in 2024, with consumer cyclicals among the leading sectors.[6]
  • 80% of consumer-industry companies surveyed had created an internal role or responsibility for ESG disclosure preparation by 2024.[24]
  • 62% of surveyed business leaders said they would increase sustainability investments in 2025, compared with 52% in 2024.[1]
  • 69 tCO2e were reported per $100,000 of revenue by consumer goods, retail and hospitality companies in PwC’s 2024 sector analysis.[4]
  • 80% of a product’s environmental impact was influenced by design-stage decisions, according to research cited for consumer-sector companies.[4]

Ethics in the consumer service industry

  • 31% of U.S. restaurant operators were aware of liability protections for donated food in 2017.[46]
  • 58.7% of travelers believed most hotels did little or nothing to recycle bathroom amenities in a 2024 survey.[62]
  • 54% of U.S. restaurant operators that did not donate edible leftovers cited liability or food-safety concerns in the National Restaurant Association’s survey.[46]
  • 40% of fullservice restaurant customers said locally sourced food supported farms and food producers in their community in 2025.[23]
  • 29% of U.S. restaurant operators knew that federal law provided liability protection for food donation in 2017.[46]

CSR in the consumer service industry

  • 990 restaurant firm-years, 114 casino firm-years, 544 hotel-and-recreation firm-years and 416 travel firm-years were analyzed in a hospitality CSR study.[63]
  • 22% of U.S. restaurant operators donated edible leftovers to charity in the National Restaurant Association survey.[46]

Circular economy in the consumer service industry

  • 64% of U.S. restaurant operators recycled fats, oils and grease in 2017.[46]
  • 22% of U.S. restaurant operators donated edible leftovers to charity in 2017.[46]
  • 26% of U.S. restaurant operators that tracked food waste used food-waste-specific software or a smartphone app in 2017.[46]
  • 51% of U.S. restaurant operators that tracked food waste used a computer spreadsheet or chart in 2017.[46]
  • 29% of U.S. restaurant operators recycled rigid plastics such as containers and cups in 2017.[46]

Carbon footprint in the consumer service industry

  • Transportation generated 40% of Travel and Tourism’s greenhouse-gas emissions in 2024.[64]
  • More than 90% of hotels tracked greenhouse-gas emissions in the 2024 Green Lodging Trends survey.[65]
  • Travel and Tourism’s greenhouse-gas emissions intensity fell 15% between 2019 and 2024.[64]
  • Nearly 90% of hotels offered guests an opportunity to purchase carbon credits in the 2024 Green Lodging Trends survey.[65]
  • Consumer goods, retail and hospitality companies reported 69 tCO2e per $100,000 of revenue in PwC’s 2024 sector analysis.[4]

15 Statistics

Globalization & Expansion

International reach is central to consumer services, with McDonald’s franchised restaurants representing approximately 95% of worldwide restaurants at December 31, 2024.

Globalization in the consumer service industry

  • McDonald’s franchised restaurants represented approximately 95% of its worldwide restaurants at December 31, 2024.[16]
  • Booking.com’s global room nights increased 9% year over year in 2024, driven mainly by travel demand in Europe and Asia.[16]
  • Chili’s and Maggiano’s operated 1,618 restaurants across the United States, 27 other countries and two U.S. territories as of March 27, 2024.[16]
  • Arcos Dorados served more than 4 million guests daily through over 2,500 restaurants across 21 countries and territories in Latin America and the Caribbean in 2025.[16]
  • Canada welcomed 29.8 million foreign tourists in 2024, while Canadian residents made 52.0 million international trips.[18]

Cultural adaptation in the consumer service industry

  • 54% of U.S. consumers prefer globally inspired dishes from specialist restaurants rather than generalist restaurants.[74]
  • 32% of U.S. Millennials order globally inspired dishes weekly or more, according to Datassential’s 2026 food-culture survey.[74]
  • 59% of U.S. consumers prefer globally inspired dishes that remain faithful to their cultural origins rather than Americanized versions.[74]
  • 34% of U.S. Gen Z consumers order globally inspired dishes weekly or more, compared with 4% of Boomers.[74]
  • 53% of U.S. consumers order globally inspired dishes at restaurants at least monthly.[74]

Supplier management in the consumer service industry

  • Restaurant Brands International linked senior-leader incentives to sustainable sourcing transition plans and strategic research programs in its 2024 governance framework.[16]
  • Restaurant Brands International identified improving supplier livelihoods as a focus of its People & Communities sustainability pillar in 2024.[16]
  • Approximately 1,300 Restaurant Brands International employees worked in distribution centers and manufacturing facilities at December 31, 2024.[16]
  • Yum! used decentralized sourcing and distribution systems involving global, regional and local suppliers and distributors outside the United States in 2024.[16]
  • Yum! franchisees made payments for food and paper products, advertising, delivery and other services in 2024.[16]

Stakeholder management in the consumer service industry

  • 23,730 consumers across 23 countries participated in Qualtrics XM Institute’s 2024 Global Consumer Study.[20]
  • 70% of consumers said they would recommend organizations to friends and family after recent interactions in Qualtrics’ 2024 global study.[20]
  • At least 50% of final-round interview candidates were required to be demonstrably diverse under Restaurant Brands International’s 2024 leadership incentive metrics.[16]
  • Approximately 34,800 Restaurant Brands International employees were based in the United States, 2,100 in Canada and 700 internationally at year-end 2024.[16]
  • 69% of consumers said they were likely to purchase more from organizations after recent interactions in Qualtrics’ 2024 global study.[20]

Distribution channels in the consumer service industry

  • 62% of consumers shopped for groceries weekly in physical supermarkets or large grocery retailers in PwC’s 2025 survey.[4]
  • 15% of consumers used on-demand grocery-delivery platforms weekly in PwC’s 2025 survey.[4]
  • 46% of global consumers purchased travel services online in 2024, with average spending of $284 per respondent.[75]
  • 69% of global consumers purchased takeaways online in 2024, spending an average of $156 per respondent.[75]
  • 76% of global consumers purchased groceries online in 2024, with average spending of $220 per respondent.[75]

Key questions about the consumer service industry

What is the U.S. consumer-services market size in 2025?
U.S. personal consumption expenditures totaled $20.8702 trillion in 2025, and household spending averaged $81,905 in 2025.
How fast is consumer spending growing in the U.S.?
Consumer spending grew 4.3% in 2025 year over year, alongside household spending rising from $78,535 in 2024 to $81,905 in 2025.
Which companies lead the consumer service industry?
Royal Caribbean Group leads Gitnux's 2026 consumer service ranking with an Overall score of 9.5, with 2025 revenue of $17.934 billion and operating margin 27.4%. Hilton is the highest-ranked hotel operator at 9.4, with 9,158 properties across 143 countries and territories in 2025.
Where do technology shifts show up most in consumer services?
Automation and AI adoption show up in customer-service and operational workflows, including 54% of travel and hospitality executives using AI at scale for customer service in 2025.
How is the industry structured across operators and employment?
Service activity is uneven by region: the annual average leisure and hospitality hiring rate was 6.0% in the South and 3.0% in the Northeast in 2025.
What compliance change affects recurring memberships and services?
The FTC’s amended Negative Option Rule took effect January 19, 2025, requiring informed consent, clear disclosure of material terms, and a cancellation process no harder than sign-up.
Reference

Cite This Report

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APA
Samuel Norberg. (2026, November 11). Consumer Service Industry Statistics. Gitnux. https://gitnux.org/consumer-service-industry-statistics
MLA
Samuel Norberg. "Consumer Service Industry Statistics." Gitnux, 11 Nov 2026, https://gitnux.org/consumer-service-industry-statistics.
Chicago
Samuel Norberg. 2026. "Consumer Service Industry Statistics." Gitnux. https://gitnux.org/consumer-service-industry-statistics.

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