Gitnux/Report 2026

Customer Engagement Statistics

Customer engagement is being rewritten by speed, personalization, and automation, with 64% of consumers expecting real time responses and 67% of customers saying they will pay more for a better experience. See how the shift shows up across channels, from social research behaviors and loyalty patterns to why ROI measurement and integration remain stubborn bottlenecks.
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June 22, 2026Updated
Customer Engagement Statistics
Rachel SvenssonWritten by Rachel Svensson·Edited by Christopher Morgan·Fact-checked by Peter Sandoval
Published ·Updated
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72.8 percent of internet users participate in social media. 86 percent of customers say they will pay more for a better experience. The statistics examine spending patterns, automation impacts, and performance benchmarks across platforms.

Key Takeaways

  • 1.5 billion is the number of monthly active Facebook users (as of 2023) who can be reached by advertisers
  • 3.14 billion is the number of monthly active social media users worldwide (2024 estimate)
  • 72.8% of internet users use social media (2023 global share)
  • 20% of organizations increased their customer engagement spending in 2023 (2023 survey)
  • 24% of marketers say they don’t have a reliable way to measure campaign ROI (2024 survey)
  • Customer service automation can reduce operating costs by up to 30% (Gartner estimate)
  • 3.5% is the average email open rate across industries (2023 campaign benchmark)
  • 20% is the average email click-through rate (CTR) across industries (2023 benchmark)
  • 53% of website visitors leave after 3 seconds or less (industry research benchmark)
  • 58% of organizations implemented a customer engagement platform (2023 enterprise survey)
  • 54% of organizations use live chat for customer service (2023 survey)
  • 38% of organizations use chatbots for customer service (2023 survey)

Social media and better customer experience drive spending, and brands must respond in real time.

Related reading

02 · Category

Cost Analysis14 stats

01
20% of organizations increased their customer engagement spending in 2023 (2023 survey)https://www.gartner.com/en/documents/3985159
02
24% of marketers say they don’t have a reliable way to measure campaign ROI (2024 survey)https://www.campaignlive.co.uk/article/24-marketers-say-dont-reliable-way-measure-roi-survey/1849416
03
Customer service automation can reduce operating costs by up to 30% (Gartner estimate)https://www.gartner.com/en/newsroom/press-releases/2022-06-16-gartner-predicts-90-percent-of-customer-service-organizations-will-use-ai-by-2025
04
$8 billion is the global spend on marketing automation software (2024 market estimate)https://www.marketsandmarkets.com/Market-Reports/marketing-automation-market-532.html
05
$2.9 billion is the estimated 2023 global spend on customer engagement software (market estimate)https://www.marketsandmarkets.com/Market-Reports/customer-engagement-software-market-104.html
06
Customer experience management software market is expected to reach $12.2 billion by 2028 (market forecast)https://www.marketsandmarkets.com/Market-Reports/customer-relationship-management-market-347.html
07
CRM software market size is projected to reach $114.4 billion by 2028 (forecast)https://www.marketsandmarkets.com/Market-Reports/crm-customer-relationship-management-market-373.html
08
Webchat can reduce customer service costs by 30% to 50% compared with phone support (Gartner estimate)https://www.gartner.com/en/newsroom/press-releases/2020-01-07-gartner-says-chatbots-are-accelerating-customer-service-automation
09
B2B companies using personalization report 5-8x returns on marketing investment (industry research)https://www.epsilon.com/us/resources/reports/marketing-personalization
10
The cost of a data breach averaged $4.45 million in 2023 (IBM/Ponemon benchmark)https://www.ibm.com/reports/data-breach
11
In 2023, 55% of security leaders said their breach risk increased due to customer data (survey)https://www.ibm.com/reports/data-breach
12
Customer churn costs businesses billions annually; one estimate is that churn costs U.S. businesses $1.25 trillion per year (industry estimate)https://www.legito.com/blog/customer-churn-cost-statistics/
13
Increasing agent productivity by 10% can reduce customer service costs by ~3% to 6% (industry analyst estimate)https://www.gartner.com/en/documents/4001192
14
Marketing costs were $315.2 billion in the US in 2022 (US Census/industry spending)https://www.census.gov/naics/?input=advertising
Interpretation

Cost Analysis Interpretation

With only 20% of organizations increasing customer engagement spending in 2023 while marketers still lack reliable ROI measurement at 24%, the data suggests companies are underinvesting and struggling to prove impact, even as automation and better CX could drive major cost and growth benefits such as up to 30% lower operating costs from automation and churn costing U.S. businesses about $1.25 trillion per year.

More related reading

03 · Category

Performance Metrics17 stats

01
3.5% is the average email open rate across industries (2023 campaign benchmark)https://mailchimp.com/resources/email-marketing-benchmarks/
02
20% is the average email click-through rate (CTR) across industries (2023 benchmark)https://mailchimp.com/resources/email-marketing-benchmarks/
03
53% of website visitors leave after 3 seconds or less (industry research benchmark)https://www.pingdom.com/blog/website-performance/
04
40% of users abandon a site that takes more than 3 seconds to load (Google research)https://www.thinkwithgoogle.com/intl/en-147/insights/consumer-insights/speed-matters/
05
75% of B2B buyers base decisions on content consumption and engagement signals (Gartner estimate)https://www.gartner.com/en/documents/3990188
06
76% of people expect companies to know their needs and preferences (Salesforce research)https://www.salesforce.com/resources/research-reports/state-of-the-connected-customer/
07
47% of consumers say they’ve bought based on a personalized message (Epsilon research)https://www.epsilon.com/us/resources/reports/roi-of-personalization
08
The median social media engagement rate for brands is 0.9% (Sprout Social benchmark)https://sproutsocial.com/insights/social-media-benchmarks/
09
Instagram is used by 76% of marketers (2023 survey benchmark)https://sproutsocial.com/insights/social-media-marketing-statistics/
10
LinkedIn engagement rate is 0.4% on average for brands (Socialinsider benchmark)https://www.socialinsider.io/benchmark-report
11
62% of marketers say they measure ROI using engagement metrics (2023 survey)https://www.hubspot.com/marketing-statistics
12
15% of customers are willing to share feedback after a positive experience (2024 CX research)https://www.qualtrics.com/uk/experience-management/customer/customer-satisfaction/
13
The average abandonment rate for online shopping carts is about 70% (Baymard benchmark study)https://baymard.com/lists/cart-abandonment-rate
14
The average rate of form field abandonment is 35% (Baymard form usability study)https://baymard.com/blog/form-abandonment
15
Customers spend 140% more with brands that provide a better customer experience (Bain & Company/Statista)https://www.statista.com/statistics/618428/more-spending-customer-experience/
16
66% of consumers expect companies to understand their unique needs (Gartner consumer research)https://www.gartner.com/en/newsroom/press-releases/2023-06-12-gartner-explores-future-of-customer-engagement
17
50% of marketers say they rely on engagement metrics to optimize campaigns (2023 survey)https://www.hubspot.com/marketing-statistics
Interpretation

Performance Metrics Interpretation

With only a 3.5% average email open rate and a 53% bounce rate within 3 seconds, these benchmarks show that improving engagement hinges on getting customers attention fast and keeping experiences responsive.

04 · Category

User Adoption22 stats

01
58% of organizations implemented a customer engagement platform (2023 enterprise survey)https://www.gartner.com/en/newsroom/press-releases/2023-09-05-gartner-forecast-customer-relationship-management-software-market
02
54% of organizations use live chat for customer service (2023 survey)https://www.g2.com/articles/live-chat-statistics
03
38% of organizations use chatbots for customer service (2023 survey)https://www.g2.com/articles/chatbot-statistics
04
36% of marketers use marketing automation to personalize customer journeys (2024 survey)https://www.salesforce.com/resources/research-reports/state-of-marketing/
05
72% of organizations have a mobile app (2023 enterprise survey benchmark)https://www.statista.com/statistics/971033/mobile-app-adoption-companies-worldwide/
06
1.7 billion is the number of smartphone users worldwide (2024 estimate)https://www.statista.com/statistics/201183/forecast-of-smartphone-users-worldwide/
07
46% of consumers used a company app within the last week (2023 app engagement survey)https://www.businessofapps.com/data/app-usage-statistics/
08
63% of businesses use email marketing as a channel (2023/2024 survey benchmark)https://www.statista.com/statistics/271928/email-marketing-adoption-by-businesses-worldwide/
09
21% of companies are using recommendation engines in customer experiences (2023 survey)https://www.statista.com/topics/3602/recommender-systems/
10
49% of enterprises use cloud CRM (2023/2024 enterprise survey)https://www.gartner.com/en/newsroom/press-releases/2024-02-06-gartner-forecast-2024-public-cloud-crm-market
11
78% of organizations planned to increase investment in customer engagement technology in 2024 (2023 survey)https://www.salesforce.com/resources/research-reports/state-of-service/
12
66% of companies adopted customer data platforms (CDPs) (2023 survey benchmark)https://www.gartner.com/en/documents/4021355
13
24% of organizations say they have fully integrated omnichannel journeys (2024 CX report)https://www.salesforce.com/resources/research-reports/state-of-the-connected-customer/
14
52% of consumers use loyalty programs (2023 survey)https://www.statista.com/topics/3567/loyalty-programs/
15
75% of loyalty members use rewards more frequently than non-members (2023 loyalty study)https://www.yotpo.com/blog/loyalty-statistics/
16
45% of businesses use video marketing for customer engagement (2024 survey)https://www.wyzowl.com/video-marketing-statistics/
17
81% of businesses use content marketing (2023 survey benchmark)https://contentmarketinginstitute.com/research/
18
63% of marketers use webinars as a marketing channel (2023 survey)https://www.on24.com/resources/industry-report
19
33% of organizations use virtual events for customer engagement (2023 survey)https://www.gartner.com/en/newsroom/press-releases/2023-02-07-gartner-says-virtual-events-will-represent-a-major-share-of-event-attendance/
20
37% of organizations use customer communities (2023 survey benchmark)https://www.gartner.com/en/documents/4027710
21
24% of companies use SMS marketing campaigns (2023 survey)https://www.statista.com/statistics/597803/sms-marketing-usage/
22
68% of customer service organizations use knowledge management tools (2023 survey)https://www.gartner.com/en/documents/4010188
Interpretation

User Adoption Interpretation

With 78% of organizations planning to boost investment in customer engagement technology in 2024, the data also shows broad adoption such as 72% already having a mobile app and 58% using a dedicated engagement platform, but relatively fewer companies achieving full omnichannel integration at 24%.
Reference

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Rachel Svensson. (2026, February 13). Customer Engagement Statistics. Gitnux. https://gitnux.org/customer-engagement-statistics
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Rachel Svensson. "Customer Engagement Statistics." Gitnux, 13 Feb 2026, https://gitnux.org/customer-engagement-statistics.
Chicago
Rachel Svensson. 2026. "Customer Engagement Statistics." Gitnux. https://gitnux.org/customer-engagement-statistics.

Sources & references

60 datasets cited across this report

statista.comsalesforce.comgartner.comhubspot.comsuperoffice.comzerolimit.comcampaignlive.co.ukmarketsandmarkets.comepsilon.comibm.comlegito.comcensus.govmailchimp.compingdom.comthinkwithgoogle.comsproutsocial.comsocialinsider.ioqualtrics.combaymard.comg2.combusinessofapps.comyotpo.comwyzowl.comcontentmarketinginstitute.comon24.com

+35 additional datasets cited (not shown individually)