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
01 · Category
Industry Trends15 stats
01
1.5 billion is the number of monthly active Facebook users (as of 2023) who can be reached by advertisers
02
3.14 billion is the number of monthly active social media users worldwide (2024 estimate)
03
72.8% of internet users use social media (2023 global share)
04
5.04 billion is the number of people using mobile phones globally (2024 estimate)
05
54% of social browsers use social media to research products (2024 survey)
06
73% of consumers say they experience a transaction after discovering a brand on social media (2023 survey)
07
1.1 billion is the estimated number of users of the TikTok app worldwide (2024 estimate)
08
1.7 billion is the estimated number of monthly active users of WhatsApp worldwide (2024 estimate)
09
2.7 billion is the estimated number of monthly active users of YouTube worldwide (2024 estimate)
10
67% of customers say they will pay more for products from brands that provide a better customer experience (2024 report)
11
86% of customers are willing to pay more for a better customer experience (2023 survey)
12
64% of consumers expect real-time responses from brands (2024 survey)
13
61% of B2B buyers feel that supplier websites are less helpful than they used to be (2023 report)
14
66% of consumers say they have higher expectations than they did a year ago (2024 survey)
15
1 in 3 consumers switch brands after one bad experience (2023 CX report)
Interpretation
Industry Trends Interpretation
With 72.8% of internet users using social media and 73% of consumers saying they complete a transaction after discovering a brand there, customer engagement is increasingly driven by social-first discovery paired with demands for faster, better experiences that 86% are willing to pay more for.
02 · Category
Cost Analysis14 stats
01
20% of organizations increased their customer engagement spending in 2023 (2023 survey)
02
24% of marketers say they don’t have a reliable way to measure campaign ROI (2024 survey)
03
Customer service automation can reduce operating costs by up to 30% (Gartner estimate)
04
$8 billion is the global spend on marketing automation software (2024 market estimate)
05
$2.9 billion is the estimated 2023 global spend on customer engagement software (market estimate)
06
Customer experience management software market is expected to reach $12.2 billion by 2028 (market forecast)
07
CRM software market size is projected to reach $114.4 billion by 2028 (forecast)
08
Webchat can reduce customer service costs by 30% to 50% compared with phone support (Gartner estimate)
09
B2B companies using personalization report 5-8x returns on marketing investment (industry research)
10
The cost of a data breach averaged $4.45 million in 2023 (IBM/Ponemon benchmark)
11
In 2023, 55% of security leaders said their breach risk increased due to customer data (survey)
12
Customer churn costs businesses billions annually; one estimate is that churn costs U.S. businesses $1.25 trillion per year (industry estimate)
13
Increasing agent productivity by 10% can reduce customer service costs by ~3% to 6% (industry analyst estimate)
14
Marketing costs were $315.2 billion in the US in 2022 (US Census/industry spending)
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)
02
20% is the average email click-through rate (CTR) across industries (2023 benchmark)
03
53% of website visitors leave after 3 seconds or less (industry research benchmark)
04
40% of users abandon a site that takes more than 3 seconds to load (Google research)
05
75% of B2B buyers base decisions on content consumption and engagement signals (Gartner estimate)
06
76% of people expect companies to know their needs and preferences (Salesforce research)
07
47% of consumers say they’ve bought based on a personalized message (Epsilon research)
08
The median social media engagement rate for brands is 0.9% (Sprout Social benchmark)
09
Instagram is used by 76% of marketers (2023 survey benchmark)
10
LinkedIn engagement rate is 0.4% on average for brands (Socialinsider benchmark)
11
62% of marketers say they measure ROI using engagement metrics (2023 survey)
12
15% of customers are willing to share feedback after a positive experience (2024 CX research)
13
The average abandonment rate for online shopping carts is about 70% (Baymard benchmark study)
14
The average rate of form field abandonment is 35% (Baymard form usability study)
15
Customers spend 140% more with brands that provide a better customer experience (Bain & Company/Statista)
16
66% of consumers expect companies to understand their unique needs (Gartner consumer research)
17
50% of marketers say they rely on engagement metrics to optimize campaigns (2023 survey)
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)
02
54% of organizations use live chat for customer service (2023 survey)
03
38% of organizations use chatbots for customer service (2023 survey)
04
36% of marketers use marketing automation to personalize customer journeys (2024 survey)
05
72% of organizations have a mobile app (2023 enterprise survey benchmark)
06
1.7 billion is the number of smartphone users worldwide (2024 estimate)
07
46% of consumers used a company app within the last week (2023 app engagement survey)
08
63% of businesses use email marketing as a channel (2023/2024 survey benchmark)
09
21% of companies are using recommendation engines in customer experiences (2023 survey)
10
49% of enterprises use cloud CRM (2023/2024 enterprise survey)
11
78% of organizations planned to increase investment in customer engagement technology in 2024 (2023 survey)
12
66% of companies adopted customer data platforms (CDPs) (2023 survey benchmark)
13
24% of organizations say they have fully integrated omnichannel journeys (2024 CX report)
14
52% of consumers use loyalty programs (2023 survey)
15
75% of loyalty members use rewards more frequently than non-members (2023 loyalty study)
16
45% of businesses use video marketing for customer engagement (2024 survey)
17
81% of businesses use content marketing (2023 survey benchmark)
18
63% of marketers use webinars as a marketing channel (2023 survey)
19
33% of organizations use virtual events for customer engagement (2023 survey)
20
37% of organizations use customer communities (2023 survey benchmark)
21
24% of companies use SMS marketing campaigns (2023 survey)
22
68% of customer service organizations use knowledge management tools (2023 survey)
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
Cite This Report
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APA
Rachel Svensson. (2026, February 13). Customer Engagement Statistics. Gitnux. https://gitnux.org/customer-engagement-statistics
MLA
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 · attribution is report-level
+35 additional datasets cited (not shown individually)