GITNUXREPORT 2025

Customer Experience In The Advertising Industry Statistics

Personalized, seamless customer experiences greatly increase trust, loyalty, and sales.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

84% of consumers say they’re more likely to trust a brand that offers a personalized experience

Statistic 2

88% of consumers trust online reviews as much as personal recommendations

Statistic 3

81% of consumers trust recommendations from friends and family over any other form of advertising

Statistic 4

53% of consumers have concerns about privacy when it comes to personalized marketing

Statistic 5

59% of consumers want brands to be more transparent about how they use their data

Statistic 6

68% of consumers would stop using a brand if their data was mishandled

Statistic 7

78% of consumers have backed out of a transaction due to poor customer service

Statistic 8

70% of consumers believe that connected processes are very important to winning their business

Statistic 9

73% of customers say customer experience is an important factor in their purchasing decisions

Statistic 10

Companies that excel at customer experience have 1.5 times more engaged employees

Statistic 11

62% of consumers have made impulse purchases due to a positive customer experience

Statistic 12

60% of consumers say they have stopped doing business with a brand after a poor customer experience

Statistic 13

74% of consumers feel frustrated when website content is not personalized to their interests

Statistic 14

64% of consumers say a brand’s experience is more important than its advertising

Statistic 15

82% of consumers say they’ve had a positive experience with a brand because of quick resolution of an issue

Statistic 16

52% of consumers state that switching brands is due to poor customer experience

Statistic 17

90% of consumers expect companies to offer consistent experiences across channels

Statistic 18

85% of consumers want a seamless experience when interacting with brands online and offline

Statistic 19

58% of consumers would recommend a brand after a positive customer experience

Statistic 20

69% of consumers say their experience with a brand influences their future purchase decisions

Statistic 21

43% of consumers expect websites to load in less than 2 seconds

Statistic 22

65% of consumers say that a positive experience with a brand increases their likelihood of recommending it to others

Statistic 23

75% of consumers say they prefer to engage with brands via messaging apps

Statistic 24

86% of customers say they are willing to pay more for better customer experiences

Statistic 25

72% of customers would switch to a competitor after just one poor experience

Statistic 26

68% of consumers feel that they are more loyal to brands that personalize their experiences

Statistic 27

77% of consumers have used chatbots for customer service

Statistic 28

63% of consumers want brands to make their experiences easier and more convenient

Statistic 29

69% of customers say a personalized experience influences their brand loyalty

Statistic 30

70% of consumers feel more satisfied with companies that provide proactive customer service

Statistic 31

65% of consumers stop following brands on social media due to irrelevant content

Statistic 32

78% of consumers say that transparent communication improves their overall customer experience

Statistic 33

83% of consumers want their experience with brands to be effortless

Statistic 34

45% of consumers say they are more likely to make a purchase if a brand offers live chat support

Statistic 35

56% of consumers prefer brands that offer multiple channels for customer support

Statistic 36

65% of consumers feel that companies should use data ethically to enhance customer experience

Statistic 37

77% of consumers say they’re more loyal to brands that offer easy access to customer support

Statistic 38

78% of consumers have abandoned a purchase due to poor customer experience

Statistic 39

61% of consumers say they are more likely to buy again from brands that personalize content based on their browsing history

Statistic 40

71% of customers prefer to communicate with brands via messaging apps over email or phone

Statistic 41

87% of marketing executives agree that personalization has a significant impact on customer experience

Statistic 42

70% of consumers say they are annoyed by irrelevant marketing messages

Statistic 43

90% of consumers say that a positive customer experience influences their loyalty

Statistic 44

74% of consumers would prefer brands to communicate through social media, messaging apps, or live chat than email

Statistic 45

80% of consumers are more likely to buy from a brand that offers personalized experiences

Statistic 46

42% of consumers expect brands to tailor experiences based on their preferences

Statistic 47

61% of consumers feel more loyal to brands that recognize them by name

Statistic 48

76% of consumers want brands to understand when to contact them and when not to

Statistic 49

71% of consumers expect brands to personalize their marketing messages

Statistic 50

2 out of 3 consumers say they are more likely to purchase from a brand that offers tailored content

Statistic 51

80% of consumers feel more connected to brands that personalize their communication

Statistic 52

45% of consumers say they are more likely to buy again from a company that recognizes them and offers relevant recommendations

Statistic 53

59% of consumers expect personalized experiences across all channels

Statistic 54

55% of consumers say that personalized emails influence their purchasing decisions

Statistic 55

87% of customers say they are more likely to buy from a brand that personalizes the experience

Statistic 56

66% of consumers feel more engaged with brands that use multimedia content in customer communications

Statistic 57

85% of consumers are more likely to trust a brand that personalizes their experiences

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Sources

Our Reports have been cited by:

Trust Badges - Publications that have cited our reports

Key Highlights

84% of consumers say they’re more likely to trust a brand that offers a personalized experience
78% of consumers have backed out of a transaction due to poor customer service
70% of consumers believe that connected processes are very important to winning their business
73% of customers say customer experience is an important factor in their purchasing decisions
Companies that excel at customer experience have 1.5 times more engaged employees
62% of consumers have made impulse purchases due to a positive customer experience
80% of consumers are more likely to buy from a brand that offers personalized experiences
60% of consumers say they have stopped doing business with a brand after a poor customer experience
42% of consumers expect brands to tailor experiences based on their preferences
88% of consumers trust online reviews as much as personal recommendations
74% of consumers feel frustrated when website content is not personalized to their interests
64% of consumers say a brand’s experience is more important than its advertising
82% of consumers say they’ve had a positive experience with a brand because of quick resolution of an issue

In a landscape where 84% of consumers trust brands that deliver personalized experiences and 78% abandon purchases due to poor service, the advertising industry faces a crucial imperative: to prioritize customer experience as the key driver of loyalty, trust, and revenue.

Brand Loyalty and Trust

84% of consumers say they’re more likely to trust a brand that offers a personalized experience
88% of consumers trust online reviews as much as personal recommendations
81% of consumers trust recommendations from friends and family over any other form of advertising
53% of consumers have concerns about privacy when it comes to personalized marketing
59% of consumers want brands to be more transparent about how they use their data
68% of consumers would stop using a brand if their data was mishandled

Brand Loyalty and Trust Interpretation

While personalized experiences and peer reviews build trust in advertising, a significant segment demands transparency and safeguards—reminding brands that respecting consumer privacy isn't just ethical, but essential for long-term loyalty.

Customer Experience and Satisfaction

78% of consumers have backed out of a transaction due to poor customer service
70% of consumers believe that connected processes are very important to winning their business
73% of customers say customer experience is an important factor in their purchasing decisions
Companies that excel at customer experience have 1.5 times more engaged employees
62% of consumers have made impulse purchases due to a positive customer experience
60% of consumers say they have stopped doing business with a brand after a poor customer experience
74% of consumers feel frustrated when website content is not personalized to their interests
64% of consumers say a brand’s experience is more important than its advertising
82% of consumers say they’ve had a positive experience with a brand because of quick resolution of an issue
52% of consumers state that switching brands is due to poor customer experience
90% of consumers expect companies to offer consistent experiences across channels
85% of consumers want a seamless experience when interacting with brands online and offline
58% of consumers would recommend a brand after a positive customer experience
69% of consumers say their experience with a brand influences their future purchase decisions
43% of consumers expect websites to load in less than 2 seconds
65% of consumers say that a positive experience with a brand increases their likelihood of recommending it to others
75% of consumers say they prefer to engage with brands via messaging apps
86% of customers say they are willing to pay more for better customer experiences
72% of customers would switch to a competitor after just one poor experience
68% of consumers feel that they are more loyal to brands that personalize their experiences
77% of consumers have used chatbots for customer service
63% of consumers want brands to make their experiences easier and more convenient
69% of customers say a personalized experience influences their brand loyalty
70% of consumers feel more satisfied with companies that provide proactive customer service
65% of consumers stop following brands on social media due to irrelevant content
78% of consumers say that transparent communication improves their overall customer experience
83% of consumers want their experience with brands to be effortless
45% of consumers say they are more likely to make a purchase if a brand offers live chat support
56% of consumers prefer brands that offer multiple channels for customer support
65% of consumers feel that companies should use data ethically to enhance customer experience
77% of consumers say they’re more loyal to brands that offer easy access to customer support
78% of consumers have abandoned a purchase due to poor customer experience
61% of consumers say they are more likely to buy again from brands that personalize content based on their browsing history
71% of customers prefer to communicate with brands via messaging apps over email or phone
87% of marketing executives agree that personalization has a significant impact on customer experience
70% of consumers say they are annoyed by irrelevant marketing messages
90% of consumers say that a positive customer experience influences their loyalty
74% of consumers would prefer brands to communicate through social media, messaging apps, or live chat than email

Customer Experience and Satisfaction Interpretation

In an era where 78% of consumers have bailed due to poor service and 90% vows that positive experiences cement loyalty, it's clear that delivering seamless, personalized, and transparent customer journeys isn’t just good practice—it's the very fabric of modern brand success.

Personalization and Engagement

80% of consumers are more likely to buy from a brand that offers personalized experiences
42% of consumers expect brands to tailor experiences based on their preferences
61% of consumers feel more loyal to brands that recognize them by name
76% of consumers want brands to understand when to contact them and when not to
71% of consumers expect brands to personalize their marketing messages
2 out of 3 consumers say they are more likely to purchase from a brand that offers tailored content
80% of consumers feel more connected to brands that personalize their communication
45% of consumers say they are more likely to buy again from a company that recognizes them and offers relevant recommendations
59% of consumers expect personalized experiences across all channels
55% of consumers say that personalized emails influence their purchasing decisions
87% of customers say they are more likely to buy from a brand that personalizes the experience
66% of consumers feel more engaged with brands that use multimedia content in customer communications
85% of consumers are more likely to trust a brand that personalizes their experiences

Personalization and Engagement Interpretation

In an era where nearly nine out of ten consumers crave personalized experiences, brands that fail to recognize them by name, adapt to their preferences, and deliver tailored content risk losing loyalty—and sales—to those who master the art of meaningful individuality.