GITNUXREPORT 2025

Customer Experience In The Beverage Industry Statistics

Enhancing customer experience boosts loyalty, recommendations, personalization, and digital engagement.

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

70% of beverage consumers say they are more likely to return after a positive experience

Statistic 2

65% of consumers say sustainability initiatives impact their loyalty to a beverage brand

Statistic 3

65% of customers would recommend a beverage brand after a positive experience

Statistic 4

79% of beverage companies plan to focus more on customer retention strategies in the coming year

Statistic 5

79% of consumers are more loyal to brands that actively listen to feedback and improve accordingly

Statistic 6

54% of consumers say that engaging digital content increases their trust in a beverage brand

Statistic 7

58% of beverage consumers research products online before making a purchase

Statistic 8

44% of customers in the beverage industry have experienced long wait times, impacting overall satisfaction

Statistic 9

86% of consumers are willing to pay more for a better customer experience in the beverage industry

Statistic 10

73% of beverage customers say they are more likely to recommend a brand after a positive experience

Statistic 11

65% of beverage consumers prefer brands offering personalized experiences

Statistic 12

52% of beverage companies have increased their investment in customer experience initiatives over the past year

Statistic 13

78% of beverage customers expect quick and easy service

Statistic 14

69% of consumers say that a seamless digital experience influences their beverage purchase decisions

Statistic 15

81% of beverage customers are willing to try new brands if they provide excellent customer service

Statistic 16

45% of consumers cite product quality as the primary factor influencing their beverage brand loyalty

Statistic 17

74% of customers say that having access to real-time order status improves their experience

Statistic 18

54% of beverage consumers have experienced frustration due to inconsistent brand experiences across channels

Statistic 19

49% of beverage establishments see customer feedback as crucial for continuous improvement

Statistic 20

63% of beverage consumers have abandoned a purchase due to poor customer service or experience

Statistic 21

66% of beverage companies measure customer satisfaction regularly to improve service quality

Statistic 22

80% of beverage customers prefer brands that offer omnichannel experiences

Statistic 23

57% of beverage consumers are influenced by online reviews when choosing a beverage brand

Statistic 24

62% of consumers have switched brands due to negative customer service experiences

Statistic 25

88% of beverage companies believe customer experience is key to competitive advantage

Statistic 26

54% of beverage consumers want personalized communications from brands

Statistic 27

47% of beverage customers have experienced difficulty navigating digital menus or ordering systems

Statistic 28

71% of consumers are more likely to buy from brands that proactively address customer complaints online

Statistic 29

83% of beverage consumers prefer brands that provide transparent information about ingredients and sourcing

Statistic 30

64% of beverage consumers seek brands with easy and intuitive online ordering systems

Statistic 31

58% of consumers say that loyalty programs influence their beverage purchase choices

Statistic 32

87% of consumers consider convenience a key factor in their beverage purchasing decisions

Statistic 33

55% of beverage brands have experienced a decline in customer satisfaction due to poor delivery or logistics

Statistic 34

68% of customers want clear and consistent branding across all touchpoints

Statistic 35

84% of beverage brands use customer data analytics to better understand preferences

Statistic 36

72% of beverage consumers value brands that demonstrate social responsibility

Statistic 37

55% of beverage customers experience inconsistency in service quality across different locations or channels

Statistic 38

70% of beverage consumers say they appreciate brands that educate them about product benefits

Statistic 39

63% of beverage customers prefer self-service options where available

Statistic 40

75% of beverage brands consider customer experience a top priority for growth

Statistic 41

59% of beverage customers want brands to include transparency about environmental impact

Statistic 42

71% of beverage consumers are influenced by packaging design and branding when making purchase decisions

Statistic 43

66% of consumers are more likely to stay loyal to a brand that offers mobile-first experiences

Statistic 44

77% of beverage companies believe that improving customer service will significantly increase customer lifetime value

Statistic 45

80% of beverage consumers consider ease of online ordering a critical factor for loyalty

Statistic 46

69% of consumers feel personalization in marketing impacts their purchase decisions

Statistic 47

59% of beverage companies have implemented AI-driven customer service solutions to enhance experience

Statistic 48

67% of beverage brands have increased their social media engagement to improve customer experience

Statistic 49

82% of beverage consumers want personalized offers and discounts

Statistic 50

76% of beverage consumers prefer brands that actively engage with them on social media

Statistic 51

55% of beverage companies plan to increase investments in digital customer service channels within the next two years

Statistic 52

77% of beverage companies are investing in mobile app experiences to enhance customer engagement

Statistic 53

69% of beverage brands have expanded their customer service channels to include live chat and messaging

Statistic 54

76% of beverage consumers follow brands on social media for updates and promotions

Statistic 55

53% of beverage consumers find digital navigation on brand websites confusing, leading to frustration

Statistic 56

61% of beverage companies report increased customer engagement through digital storytelling

Statistic 57

83% of beverage companies plan to leverage augmented reality (AR) to enhance customer experience

Statistic 58

58% of consumers prefer to receive promotional offers via email as part of their beverage brand engagement

Statistic 59

70% of beverage customers prefer brands with environmentally friendly packaging

Slide 1 of 59

Sources

Our Reports have been cited by:

Trust Badges - Publications that have cited our reports

Key Highlights

86% of consumers are willing to pay more for a better customer experience in the beverage industry
73% of beverage customers say they are more likely to recommend a brand after a positive experience
65% of beverage consumers prefer brands offering personalized experiences
52% of beverage companies have increased their investment in customer experience initiatives over the past year
78% of beverage customers expect quick and easy service
69% of consumers say that a seamless digital experience influences their beverage purchase decisions
81% of beverage customers are willing to try new brands if they provide excellent customer service
59% of beverage companies have implemented AI-driven customer service solutions to enhance experience
45% of consumers cite product quality as the primary factor influencing their beverage brand loyalty
58% of beverage consumers research products online before making a purchase
74% of customers say that having access to real-time order status improves their experience
67% of beverage brands have increased their social media engagement to improve customer experience
54% of beverage consumers have experienced frustration due to inconsistent brand experiences across channels

In a competitive beverage landscape where 86% of consumers are willing to pay more for an exceptional experience, brands that prioritize personalized, seamless, and digitally driven customer engagement are reaping significant loyalty and growth benefits.

Brand Loyalty and Trust

70% of beverage consumers say they are more likely to return after a positive experience
65% of consumers say sustainability initiatives impact their loyalty to a beverage brand
65% of customers would recommend a beverage brand after a positive experience
79% of beverage companies plan to focus more on customer retention strategies in the coming year
79% of consumers are more loyal to brands that actively listen to feedback and improve accordingly
54% of consumers say that engaging digital content increases their trust in a beverage brand

Brand Loyalty and Trust Interpretation

In an industry where 70% of consumers crave memorable moments and over half judge brands by their sustainability, engagement, and responsive feedback, beverage companies better toast to customer-centric strategies or risk being the fizz that loses its sparkle.

Consumer Research and Experience Factors

58% of beverage consumers research products online before making a purchase
44% of customers in the beverage industry have experienced long wait times, impacting overall satisfaction

Consumer Research and Experience Factors Interpretation

With 58% of beverage consumers researching online before buying and nearly half experiencing long waits, the industry must mix digital savvy with swift service to quench customer satisfaction—lest they pour their patience out.

Customer Preferences and Expectations

86% of consumers are willing to pay more for a better customer experience in the beverage industry
73% of beverage customers say they are more likely to recommend a brand after a positive experience
65% of beverage consumers prefer brands offering personalized experiences
52% of beverage companies have increased their investment in customer experience initiatives over the past year
78% of beverage customers expect quick and easy service
69% of consumers say that a seamless digital experience influences their beverage purchase decisions
81% of beverage customers are willing to try new brands if they provide excellent customer service
45% of consumers cite product quality as the primary factor influencing their beverage brand loyalty
74% of customers say that having access to real-time order status improves their experience
54% of beverage consumers have experienced frustration due to inconsistent brand experiences across channels
49% of beverage establishments see customer feedback as crucial for continuous improvement
63% of beverage consumers have abandoned a purchase due to poor customer service or experience
66% of beverage companies measure customer satisfaction regularly to improve service quality
80% of beverage customers prefer brands that offer omnichannel experiences
57% of beverage consumers are influenced by online reviews when choosing a beverage brand
62% of consumers have switched brands due to negative customer service experiences
88% of beverage companies believe customer experience is key to competitive advantage
54% of beverage consumers want personalized communications from brands
47% of beverage customers have experienced difficulty navigating digital menus or ordering systems
71% of consumers are more likely to buy from brands that proactively address customer complaints online
83% of beverage consumers prefer brands that provide transparent information about ingredients and sourcing
64% of beverage consumers seek brands with easy and intuitive online ordering systems
58% of consumers say that loyalty programs influence their beverage purchase choices
87% of consumers consider convenience a key factor in their beverage purchasing decisions
55% of beverage brands have experienced a decline in customer satisfaction due to poor delivery or logistics
68% of customers want clear and consistent branding across all touchpoints
84% of beverage brands use customer data analytics to better understand preferences
72% of beverage consumers value brands that demonstrate social responsibility
55% of beverage customers experience inconsistency in service quality across different locations or channels
70% of beverage consumers say they appreciate brands that educate them about product benefits
63% of beverage customers prefer self-service options where available
75% of beverage brands consider customer experience a top priority for growth
59% of beverage customers want brands to include transparency about environmental impact
71% of beverage consumers are influenced by packaging design and branding when making purchase decisions
66% of consumers are more likely to stay loyal to a brand that offers mobile-first experiences
77% of beverage companies believe that improving customer service will significantly increase customer lifetime value
80% of beverage consumers consider ease of online ordering a critical factor for loyalty
69% of consumers feel personalization in marketing impacts their purchase decisions

Customer Preferences and Expectations Interpretation

In a bubbling mosh pit of rising expectations, beverage companies that invest in seamless, personalized, and digitally-savvy customer experiences are not only quenching consumer thirsts for convenience and transparency but also pouring the foundation for lasting loyalty and competitive advantage—proving that in this industry, good service isn't just a complement, but the main ingredient.

Digital Engagement and Personalization

59% of beverage companies have implemented AI-driven customer service solutions to enhance experience
67% of beverage brands have increased their social media engagement to improve customer experience
82% of beverage consumers want personalized offers and discounts
76% of beverage consumers prefer brands that actively engage with them on social media
55% of beverage companies plan to increase investments in digital customer service channels within the next two years
77% of beverage companies are investing in mobile app experiences to enhance customer engagement
69% of beverage brands have expanded their customer service channels to include live chat and messaging
76% of beverage consumers follow brands on social media for updates and promotions
53% of beverage consumers find digital navigation on brand websites confusing, leading to frustration
61% of beverage companies report increased customer engagement through digital storytelling
83% of beverage companies plan to leverage augmented reality (AR) to enhance customer experience
58% of consumers prefer to receive promotional offers via email as part of their beverage brand engagement

Digital Engagement and Personalization Interpretation

With nearly two-thirds of beverage brands boosting social media engagement and over 80% craving personalized offers, it's clear the industry is mixing digital innovation with a dash of customer-centric storytelling—though some still struggle with navigating their online menus—proving that in the beverage world, staying refreshed means pouring in both high-tech tools and user-friendly experiences.

Innovation and Sustainability Initiatives

70% of beverage customers prefer brands with environmentally friendly packaging

Innovation and Sustainability Initiatives Interpretation

With 70% of beverage consumers favoring eco-friendly packaging, companies ignoring sustainable practices risk pouring away their competitive edge.