GITNUXREPORT 2025

Customer Engagement Statistics

Effective omnichannel engagement boosts loyalty, retention, and revenue significantly.

Jannik Linder

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

First published: April 29, 2025

Our Commitment to Accuracy

Rigorous fact-checking • Reputable sources • Regular updatesLearn more

Statistic 1

83% of consumers have stopped interactions with a brand due to unhelpful or rude customer service

Statistic 2

41% of customers have switched brands due to poor customer service experience

Statistic 3

Companies with strong omnichannel customer engagement retain an average of 89% of their customers

Statistic 4

Personalization can deliver five to eight times the return on investment (ROI) on marketing efforts

Statistic 5

63% of consumers are more likely to make a purchase from a brand that recognizes them by name

Statistic 6

Companies with customer engagement strategies see 23% higher profits than those without

Statistic 7

72% of customers share positive experiences with six or more people

Statistic 8

The average brand loyalty rate has dropped to 49%, indicating increased competition and customer choice

Statistic 9

Omnichannel customers are 30% more valuable than those using a single channel

Statistic 10

Mobile customer engagement accounts for 67% of all online customer engagement

Statistic 11

Personalized emails generate 6x higher transaction rates

Statistic 12

70% of consumers say connected processes across channels influence their brand loyalty

Statistic 13

Companies that excel at multichannel customer engagement retain on average 89% of their customers

Statistic 14

70% of buyers are more likely to purchase from a brand that recognizes them by name and recommends options based on past purchases

Statistic 15

69% of consumers say their loyalty is influenced by how well customer service issues are resolved

Statistic 16

Businesses that use chatbots for customer engagement see a 67% increase in lead conversion rates

Statistic 17

54% of respondents say they have increased their digital engagement efforts due to the pandemic

Statistic 18

Customer lifetime value increases by an average of 25% when companies engage customers across multiple channels

Statistic 19

Customer engagement metrics like Net Promoter Score (NPS) are used by 72% of companies to track customer satisfaction

Statistic 20

65% of consumers will stop doing business with a brand after a bad experience

Statistic 21

55% of customers are more loyal to brands that facilitate community engagement

Statistic 22

40% of companies report an increase in customer retention after implementing AI-driven customer engagement tools

Statistic 23

Engaged customers generate 23 times more revenue than new customers

Statistic 24

Customer engagement efforts with video content have a 54% higher engagement rate compared to static content

Statistic 25

82% of consumers feel more connected to brands that succeed in engaging them through social media

Statistic 26

43% of consumers would stop engaging with a brand after one poor customer service experience

Statistic 27

92% of companies believe customer engagement is critical to their success

Statistic 28

Businesses that actively track customer engagement outperform competitors by 19%

Statistic 29

61% of consumers have increased their digital engagement due to COVID-19

Statistic 30

46% of companies prioritize customer engagement in their digital transformation strategies

Statistic 31

Businesses see a 17% increase in customer lifetime value when engaging customers through personalized multichannel communication

Statistic 32

45% of customers say they are more likely to recommend a brand with excellent customer engagement

Statistic 33

Companies with active social media engagement experience 20-40% higher revenue growth annually

Statistic 34

76% of businesses view customer engagement as a top priority for digital transformation efforts

Statistic 35

90% of consumers believe that a consistent, personalized experience influences their loyalty

Statistic 36

55% of consumers are willing to participate in brand communities if they receive value and recognition

Statistic 37

82% of consumers say engaging with brands via social media enhances their overall experience

Statistic 38

58% of customers are more loyal when brands proactively communicate about issues and resolutions

Statistic 39

74% of companies report that investing in customer engagement tools has contributed to revenue growth

Statistic 40

Customer engagement via live chat has a 73% satisfaction rate compared to email-only support

Statistic 41

69% of brands report that their customer retention improved after implementing proactive engagement strategies

Statistic 42

90% of companies that use customer engagement analytics report increased customer satisfaction

Statistic 43

60% of consumers report that their loyalty enhances when brands involve them in feedback and community activities

Statistic 44

55% of consumers are willing to pay more for a great customer experience

Statistic 45

73% of consumers expect companies to understand their needs and expectations

Statistic 46

78% of customers have backed out of a purchase due to a poor customer service experience

Statistic 47

80% of customer satisfaction is directly related to how quickly and effectively customer issues are resolved

Statistic 48

66% of customers say that a single interaction with a knowledgeable representative improves their perception of a brand

Statistic 49

86% of buyers are willing to pay more for better customer experience

Statistic 50

52% of customers say their expectations have increased over the past year

Statistic 51

84% of consumers say the experience a company provides is just as important as its products and services

Statistic 52

57% of consumers are willing to share data if they receive personalized offers and experiences

Statistic 53

60% of consumers expect personalized experiences, but only 15% say companies meet these expectations consistently

Statistic 54

Self-service options are preferred by 67% of customers for resolving simple issues

Statistic 55

59% of consumers feel more loyal to brands that personalise their experience

Statistic 56

88% of consumers state that they are unlikely to do business with a company after a bad experience

Statistic 57

40% of customer interactions happen via social media channels

Statistic 58

74% of customers say a company's understanding of their needs influences their purchase decisions

Statistic 59

61% of consumers prefer messaging over phone calls for customer service

Statistic 60

81% of consumers want brands to understand them better and anticipate their needs

Statistic 61

45% of companies believe personalized experiences are critical to their customer engagement strategy

Statistic 62

88% of consumers say their experience with a brand is just as important as its products

Statistic 63

50% of consumers expect real-time responses from brands

Statistic 64

90% of consumers expect consistent brand experiences across all channels

Statistic 65

58% of consumers say their loyalty is linked to how personalized their experiences are

Statistic 66

85% of customer interactions are spent on self-service channels

Statistic 67

64% of consumers say that quick resolution to issues enhances their perception of a brand

Statistic 68

50% of consumers prefer to communicate with brands via messaging apps rather than email or phone

Statistic 69

68% of consumers say that personalized content influences their purchase decisions

Statistic 70

77% of buyers say their purchasing decisions are influenced by the quality of customer service

Statistic 71

91% of consumers are more likely to shop with brands that provide relevant, personalized content

Statistic 72

72% of consumers want brands to offer seamless, personalized omnichannel experiences

Statistic 73

65% of customers expect companies to proactively address their needs

Statistic 74

55% of consumers trust brands more if they communicate transparently during issues

Statistic 75

85% of customers prefer proactive service notifications to resolve issues before they escalate

Statistic 76

69% of consumers find that companies that engage via multiple channels offer better experiences

Statistic 77

74% of customers believe that companies that personalize their interactions are more trustworthy

Statistic 78

60% of consumers prefer brands that offer consistent messaging across all channels

Statistic 79

68% of customers state that quick, effective support influences their loyalty

Statistic 80

75% of consumers are more likely to purchase from a brand that offers personalized experiences based on their behaviors

Statistic 81

54% of consumers expect brands to respond to them within an hour on social media channels

Statistic 82

70% of customers say they would stop engaging with a brand after a poor experience

Statistic 83

67% of customers prefer self-service portals for resolving common issues

Statistic 84

91% of consumers are more likely to shop with brands that provide personalized content

Statistic 85

The use of AI chatbots improves customer satisfaction scores by an average of 15 points

Statistic 86

62% of consumers say that engaging through multiple channels increases their trust in a brand

Statistic 87

85% of customer interactions are now digital, including chat, email, or social media

Statistic 88

54% of consumers say they are more likely to buy from brands that offer personalized content and recommendations

Statistic 89

76% of consumers expect companies to offer support via messaging apps

Statistic 90

80% of consumers say they prioritize quick responses over cost when choosing support channels

Statistic 91

81% of consumers want brands to personalize offers and communications based on their history

Statistic 92

67% of customers prefer to resolve issues via self-service before contacting support

Statistic 93

85% of consumers say that their loyalty depends on the level of personalization they receive

Statistic 94

72% of consumers say that they expect brands to communicate with them proactively

Statistic 95

62% of consumers have stopped doing business with a brand due to poor customer service

Statistic 96

72% of companies plan to increase investment in customer engagement tools over the next year

Statistic 97

65% of brands plan to increase their investment in AI-driven customer engagement tools within the next year

Statistic 98

70% of customers say connected processes are very important to winning their business

Slide 1 of 98

Sources

Our Reports have been cited by:

Trust Badges - Publications that have cited our reports

Key Highlights

70% of customers say connected processes are very important to winning their business
Companies with strong omnichannel customer engagement retain an average of 89% of their customers
55% of consumers are willing to pay more for a great customer experience
73% of consumers expect companies to understand their needs and expectations
78% of customers have backed out of a purchase due to a poor customer service experience
80% of customer satisfaction is directly related to how quickly and effectively customer issues are resolved
66% of customers say that a single interaction with a knowledgeable representative improves their perception of a brand
Personalization can deliver five to eight times the return on investment (ROI) on marketing efforts
63% of consumers are more likely to make a purchase from a brand that recognizes them by name
Companies with customer engagement strategies see 23% higher profits than those without
86% of buyers are willing to pay more for better customer experience
72% of customers share positive experiences with six or more people
The average brand loyalty rate has dropped to 49%, indicating increased competition and customer choice

In a landscape where 89% of customers stay loyal to brands that excel in omnichannel engagement and 86% are willing to pay more for better experiences, understanding and implementing personalized, seamless customer engagement strategies has become the key to winning and retaining consumers in today’s competitive marketplace.

Brand Switching and Customer Retention

83% of consumers have stopped interactions with a brand due to unhelpful or rude customer service
41% of customers have switched brands due to poor customer service experience

Brand Switching and Customer Retention Interpretation

These statistics underscore that in the battle for customer loyalty, exceptional service isn't just the cherry on top—it's the entire cake, as nearly half of consumers will switch brands at the first sign of rudeness or unhelpfulness.

Customer Engagement and Loyalty

Companies with strong omnichannel customer engagement retain an average of 89% of their customers
Personalization can deliver five to eight times the return on investment (ROI) on marketing efforts
63% of consumers are more likely to make a purchase from a brand that recognizes them by name
Companies with customer engagement strategies see 23% higher profits than those without
72% of customers share positive experiences with six or more people
The average brand loyalty rate has dropped to 49%, indicating increased competition and customer choice
Omnichannel customers are 30% more valuable than those using a single channel
Mobile customer engagement accounts for 67% of all online customer engagement
Personalized emails generate 6x higher transaction rates
70% of consumers say connected processes across channels influence their brand loyalty
Companies that excel at multichannel customer engagement retain on average 89% of their customers
70% of buyers are more likely to purchase from a brand that recognizes them by name and recommends options based on past purchases
69% of consumers say their loyalty is influenced by how well customer service issues are resolved
Businesses that use chatbots for customer engagement see a 67% increase in lead conversion rates
54% of respondents say they have increased their digital engagement efforts due to the pandemic
Customer lifetime value increases by an average of 25% when companies engage customers across multiple channels
Customer engagement metrics like Net Promoter Score (NPS) are used by 72% of companies to track customer satisfaction
65% of consumers will stop doing business with a brand after a bad experience
55% of customers are more loyal to brands that facilitate community engagement
40% of companies report an increase in customer retention after implementing AI-driven customer engagement tools
Engaged customers generate 23 times more revenue than new customers
Customer engagement efforts with video content have a 54% higher engagement rate compared to static content
82% of consumers feel more connected to brands that succeed in engaging them through social media
43% of consumers would stop engaging with a brand after one poor customer service experience
92% of companies believe customer engagement is critical to their success
Businesses that actively track customer engagement outperform competitors by 19%
61% of consumers have increased their digital engagement due to COVID-19
46% of companies prioritize customer engagement in their digital transformation strategies
Businesses see a 17% increase in customer lifetime value when engaging customers through personalized multichannel communication
45% of customers say they are more likely to recommend a brand with excellent customer engagement
Companies with active social media engagement experience 20-40% higher revenue growth annually
76% of businesses view customer engagement as a top priority for digital transformation efforts
90% of consumers believe that a consistent, personalized experience influences their loyalty
55% of consumers are willing to participate in brand communities if they receive value and recognition
82% of consumers say engaging with brands via social media enhances their overall experience
58% of customers are more loyal when brands proactively communicate about issues and resolutions
74% of companies report that investing in customer engagement tools has contributed to revenue growth
Customer engagement via live chat has a 73% satisfaction rate compared to email-only support
69% of brands report that their customer retention improved after implementing proactive engagement strategies
90% of companies that use customer engagement analytics report increased customer satisfaction
60% of consumers report that their loyalty enhances when brands involve them in feedback and community activities

Customer Engagement and Loyalty Interpretation

In an era where 89% customer retention hinges on omnichannel engagement and a mere 49% loyalty rate reflects fierce competition, personalized interactions—boosting ROI by up to eight times—are proving that listening, recognizing, and engaging across channels isn't just smart; it's survival.

Customer Expectations and Preferences

55% of consumers are willing to pay more for a great customer experience
73% of consumers expect companies to understand their needs and expectations
78% of customers have backed out of a purchase due to a poor customer service experience
80% of customer satisfaction is directly related to how quickly and effectively customer issues are resolved
66% of customers say that a single interaction with a knowledgeable representative improves their perception of a brand
86% of buyers are willing to pay more for better customer experience
52% of customers say their expectations have increased over the past year
84% of consumers say the experience a company provides is just as important as its products and services
57% of consumers are willing to share data if they receive personalized offers and experiences
60% of consumers expect personalized experiences, but only 15% say companies meet these expectations consistently
Self-service options are preferred by 67% of customers for resolving simple issues
59% of consumers feel more loyal to brands that personalise their experience
88% of consumers state that they are unlikely to do business with a company after a bad experience
40% of customer interactions happen via social media channels
74% of customers say a company's understanding of their needs influences their purchase decisions
61% of consumers prefer messaging over phone calls for customer service
81% of consumers want brands to understand them better and anticipate their needs
45% of companies believe personalized experiences are critical to their customer engagement strategy
88% of consumers say their experience with a brand is just as important as its products
50% of consumers expect real-time responses from brands
90% of consumers expect consistent brand experiences across all channels
58% of consumers say their loyalty is linked to how personalized their experiences are
85% of customer interactions are spent on self-service channels
64% of consumers say that quick resolution to issues enhances their perception of a brand
50% of consumers prefer to communicate with brands via messaging apps rather than email or phone
68% of consumers say that personalized content influences their purchase decisions
77% of buyers say their purchasing decisions are influenced by the quality of customer service
91% of consumers are more likely to shop with brands that provide relevant, personalized content
72% of consumers want brands to offer seamless, personalized omnichannel experiences
65% of customers expect companies to proactively address their needs
55% of consumers trust brands more if they communicate transparently during issues
85% of customers prefer proactive service notifications to resolve issues before they escalate
69% of consumers find that companies that engage via multiple channels offer better experiences
74% of customers believe that companies that personalize their interactions are more trustworthy
60% of consumers prefer brands that offer consistent messaging across all channels
68% of customers state that quick, effective support influences their loyalty
75% of consumers are more likely to purchase from a brand that offers personalized experiences based on their behaviors
54% of consumers expect brands to respond to them within an hour on social media channels
70% of customers say they would stop engaging with a brand after a poor experience
67% of customers prefer self-service portals for resolving common issues
91% of consumers are more likely to shop with brands that provide personalized content
The use of AI chatbots improves customer satisfaction scores by an average of 15 points
62% of consumers say that engaging through multiple channels increases their trust in a brand
85% of customer interactions are now digital, including chat, email, or social media
54% of consumers say they are more likely to buy from brands that offer personalized content and recommendations
76% of consumers expect companies to offer support via messaging apps
80% of consumers say they prioritize quick responses over cost when choosing support channels
81% of consumers want brands to personalize offers and communications based on their history
67% of customers prefer to resolve issues via self-service before contacting support
85% of consumers say that their loyalty depends on the level of personalization they receive
72% of consumers say that they expect brands to communicate with them proactively

Customer Expectations and Preferences Interpretation

In an era where 86% of consumers value customer experience as much as products, brands must navigate a digital landscape where quick, personalized, and proactive service—preferably via messaging and self-service—are no longer optional but essential for building trust, loyalty, and a competitive edge.

Customer Switching and Customer Retention

62% of consumers have stopped doing business with a brand due to poor customer service

Customer Switching and Customer Retention Interpretation

Despite the convenience of digital interactions, a lackluster customer service experience remains the swiftest path to losing nearly two-thirds of consumers’ loyalty.

Investment in Customer Strategies

72% of companies plan to increase investment in customer engagement tools over the next year
65% of brands plan to increase their investment in AI-driven customer engagement tools within the next year

Investment in Customer Strategies Interpretation

With nearly three-quarters of companies boosting their engagement tools and a significant majority prioritizing AI-driven solutions, it's clear that businesses are doubling down on connecting smarter—and perhaps a little more obsessively—with their customers in the year ahead.

Omnichannel and Connected Processes

70% of customers say connected processes are very important to winning their business

Omnichannel and Connected Processes Interpretation

With 70% of customers prioritizing connected processes, businesses ignoring seamless engagement are effectively leaving the door wide open for competitors to move in.