GITNUXREPORT 2025

Customer Experience In The Business Industry Statistics

Exceptional customer experience boosts loyalty, revenue, and competitive advantage significantly.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

50% of consumers have stopped buying from a brand after a bad customer experience

Statistic 2

92% of customers trust recommendations from friends and family over other forms of advertising

Statistic 3

85% of consumers say they trust the recommendations of friends and family over other advertising sources

Statistic 4

Businesses investing in customer experience see a 10-15% increase in revenue

Statistic 5

Companies that prioritize customer experience generate 60% higher profits than their competitors

Statistic 6

66% of consumers say they have higher expectations for customer service than they did a year ago

Statistic 7

75% of customers expect companies to use new technologies to improve their experience

Statistic 8

65% of consumers expect companies to understand their individual needs better over time

Statistic 9

54% of customers have higher expectations for service today than just a year ago

Statistic 10

82% of buyers read online reviews before making a purchase decision

Statistic 11

66% of consumers expect companies to understand their individual needs and preferences

Statistic 12

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

Statistic 13

73% of consumers point to customer experience as an important factor in their purchasing decisions

Statistic 14

78% of consumers have ended a business relationship due to poor customer service

Statistic 15

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

Statistic 16

80% of customers say the experience a company provides is as important as its products or services

Statistic 17

63% of consumers find new brands based on their customer service

Statistic 18

81% of companies see customer experience as a competitive differentiator

Statistic 19

70% of buying experiences are based on how the customer feels they are being treated

Statistic 20

90% of Americans consider customer service an important factor in their choice of and loyalty to a brand

Statistic 21

42% of consumers who have a negative experience will leave a review, and 22% will choose not to do business with that brand again

Statistic 22

60% of consumers say that quick resolution of their issue is the most important aspect of customer service

Statistic 23

68% of customers are willing to pay more for better customer experiences

Statistic 24

48% of customers state that they will switch companies if they don’t receive personalized service

Statistic 25

82% of companies believe they deliver great customer experience, but only 8% of customers agree

Statistic 26

70% of customers say that a company’s understanding of their individual needs influences their loyalty

Statistic 27

77% of customers have chosen, recommended, or paid more for a brand that provides a good CX

Statistic 28

65% of buyers say they have more positive buying experiences with brands that personalize services

Statistic 29

51% of consumers say they are likely to recommend a business after one positive customer service experience

Statistic 30

71% of customers say that their experience with a company has a greater influence on their loyalty than advertising

Statistic 31

48% of consumers will abandon their shopping carts due to a poor online experience

Statistic 32

65% of consumers say that a friendly customer service representative is the most important factor in their overall customer experience

Statistic 33

85% of consumers say they are willing to pay more for a better customer experience

Statistic 34

55% of consumers would pay more for personalized experiences

Statistic 35

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

Statistic 36

91% of consumers are more likely to shop with brands that recognize, remember, and provide relevant offers and recommendations

Statistic 37

45% of companies worldwide now focus on omnichannel customer engagement

Statistic 38

83% of consumers say that their experience with a brand is just as important as the product or service itself

Statistic 39

72% of customers will share a positive customer service experience with others, making word-of-mouth advertising highly effective

Statistic 40

65% of consumers cite speed of service as a critical factor in their customer experience

Statistic 41

46% of customers would recommend a brand that offers excellent customer service, although they might not buy more

Statistic 42

70% of buyers say their loyalty depends on how well they are treated during each interaction

Statistic 43

74% of consumers are likely to purchase based on positive reviews about customer service

Statistic 44

90% of consumers are willing to pay more for a better customer experience

Statistic 45

78% of consumers would switch brands due to poor service

Statistic 46

60% of consumers say that the most important part of their experience is how quickly their issue is resolved

Statistic 47

73% of consumers say that their customer service experience impacts their loyalty

Statistic 48

40% of consumers abandon online purchases due to lack of support

Statistic 49

63% of customers will stop doing business with a brand after a poor customer experience

Statistic 50

80% of customer service interactions are text or chat-based, highlighting the shift toward digital communication

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Key Highlights

86% of buyers are willing to pay more for better customer experience
73% of consumers point to customer experience as an important factor in their purchasing decisions
78% of consumers have ended a business relationship due to poor customer service
Companies with strong omnichannel customer engagement retain an average of 89% of their customers
80% of customers say the experience a company provides is as important as its products or services
66% of consumers say they have higher expectations for customer service than they did a year ago
63% of consumers find new brands based on their customer service
81% of companies see customer experience as a competitive differentiator
70% of buying experiences are based on how the customer feels they are being treated
90% of Americans consider customer service an important factor in their choice of and loyalty to a brand
Businesses investing in customer experience see a 10-15% increase in revenue
42% of consumers who have a negative experience will leave a review, and 22% will choose not to do business with that brand again
60% of consumers say that quick resolution of their issue is the most important aspect of customer service

In an era where 86% of buyers are willing to pay more for exceptional customer experiences, businesses that prioritize personalized, seamless, and omnichannel service are not just enhancing loyalty—they’re significantly boosting their bottom line.

Brand Loyalty and Trust

50% of consumers have stopped buying from a brand after a bad customer experience
92% of customers trust recommendations from friends and family over other forms of advertising
85% of consumers say they trust the recommendations of friends and family over other advertising sources

Brand Loyalty and Trust Interpretation

These statistics underscore that while a poor customer experience can cut off half your business, earning your customers’ trust through genuine word-of-mouth remains your most potent — and fragile — marketing asset.

Business Performance and Investment

Businesses investing in customer experience see a 10-15% increase in revenue
Companies that prioritize customer experience generate 60% higher profits than their competitors

Business Performance and Investment Interpretation

Investing in customer experience isn't just good manners—it's a profitable strategy that can boost your bottom line by up to 15%, making your business not only more enjoyable for customers but also more lucrative.

Consumer Expectations and Preferences

66% of consumers say they have higher expectations for customer service than they did a year ago
75% of customers expect companies to use new technologies to improve their experience
65% of consumers expect companies to understand their individual needs better over time
54% of customers have higher expectations for service today than just a year ago
82% of buyers read online reviews before making a purchase decision
66% of consumers expect companies to understand their individual needs and preferences

Consumer Expectations and Preferences Interpretation

As consumer expectations soar and digital literacy soars sky-high, businesses must navigate a swiftly changing landscape where personalized service and innovative technology are not just perks but the new standard for earning trust and loyalty.

Customer Experience and Satisfaction

86% of buyers are willing to pay more for better customer experience
73% of consumers point to customer experience as an important factor in their purchasing decisions
78% of consumers have ended a business relationship due to poor customer service
Companies with strong omnichannel customer engagement retain an average of 89% of their customers
80% of customers say the experience a company provides is as important as its products or services
63% of consumers find new brands based on their customer service
81% of companies see customer experience as a competitive differentiator
70% of buying experiences are based on how the customer feels they are being treated
90% of Americans consider customer service an important factor in their choice of and loyalty to a brand
42% of consumers who have a negative experience will leave a review, and 22% will choose not to do business with that brand again
60% of consumers say that quick resolution of their issue is the most important aspect of customer service
68% of customers are willing to pay more for better customer experiences
48% of customers state that they will switch companies if they don’t receive personalized service
82% of companies believe they deliver great customer experience, but only 8% of customers agree
70% of customers say that a company’s understanding of their individual needs influences their loyalty
77% of customers have chosen, recommended, or paid more for a brand that provides a good CX
65% of buyers say they have more positive buying experiences with brands that personalize services
51% of consumers say they are likely to recommend a business after one positive customer service experience
71% of customers say that their experience with a company has a greater influence on their loyalty than advertising
48% of consumers will abandon their shopping carts due to a poor online experience
65% of consumers say that a friendly customer service representative is the most important factor in their overall customer experience
85% of consumers say they are willing to pay more for a better customer experience
55% of consumers would pay more for personalized experiences
69% of customers say that a personalized experience influences their loyalty
91% of consumers are more likely to shop with brands that recognize, remember, and provide relevant offers and recommendations
45% of companies worldwide now focus on omnichannel customer engagement
83% of consumers say that their experience with a brand is just as important as the product or service itself
72% of customers will share a positive customer service experience with others, making word-of-mouth advertising highly effective
65% of consumers cite speed of service as a critical factor in their customer experience
46% of customers would recommend a brand that offers excellent customer service, although they might not buy more
70% of buyers say their loyalty depends on how well they are treated during each interaction
74% of consumers are likely to purchase based on positive reviews about customer service
90% of consumers are willing to pay more for a better customer experience
78% of consumers would switch brands due to poor service
60% of consumers say that the most important part of their experience is how quickly their issue is resolved
73% of consumers say that their customer service experience impacts their loyalty
40% of consumers abandon online purchases due to lack of support
63% of customers will stop doing business with a brand after a poor customer experience

Customer Experience and Satisfaction Interpretation

In a business landscape where 86% of buyers are willing to pay more for a better experience and just as many consumers value this as much as the product itself, it's clear that exceptional customer service isn't just a boost—it's the new currency of loyalty, with poor experiences risking customer loss at every turn.

Digital Channels and Personalization

80% of customer service interactions are text or chat-based, highlighting the shift toward digital communication

Digital Channels and Personalization Interpretation

With 80% of customer service interactions now happening via text or chat, it's clear that businesses must embrace digital communication to stay relevant—or risk being left behind in the age of instant messaging.