GITNUXREPORT 2025

Customer Experience In The Cannabis Industry Statistics

Excellent customer service and personalized experiences drive cannabis industry loyalty.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

78% of consumers in the cannabis industry prioritize customer service when choosing brands

Statistic 2

62% of cannabis consumers are more likely to purchase from brands that provide personalized experiences

Statistic 3

45% of cannabis dispensaries reported an increase in customer satisfaction after implementing advanced CRM systems

Statistic 4

54% of customers say their overall cannabis shopping experience influences their repeat purchase behavior

Statistic 5

37% of cannabis brands see improved customer loyalty through targeted marketing and personalized communications

Statistic 6

67% of cannabis consumers expect dispensaries to provide transparent lab testing and product origin information

Statistic 7

43% of retail cannabis stores experienced increased customer retention after upgrading their loyalty programs

Statistic 8

59% of cannabis consumers prefer brands that offer educational content about products

Statistic 9

74% of consumers are willing to pay more for cannabis products from brands with excellent customer reviews

Statistic 10

49% of cannabis users are more loyal to brands that actively seek and respond to customer feedback

Statistic 11

71% of customers are more likely to return to dispensaries that offer loyalty rewards

Statistic 12

55% of cannabis consumers prefer dispensaries offering consultation and personalized product recommendations

Statistic 13

64% of customers report that quick and efficient checkout processes improve their overall experience

Statistic 14

60% of dispensaries incorporate customer data analytics to personalize marketing campaigns

Statistic 15

78% of cannabis customers emphasize the importance of discreet packaging for their privacy

Statistic 16

47% of cannabis brands reported increased sales after implementing customer-centric strategies

Statistic 17

80% of cannabis consumers are more likely to purchase from brands that are transparent about their sourcing and manufacturing processes

Statistic 18

68% of customers expect dispensaries to have reward programs accessible via mobile apps

Statistic 19

44% of cannabis consumers look for dispensaries with environmentally friendly packaging options

Statistic 20

52% of consumers report that clear product labelling influences their trust and purchasing decisions

Statistic 21

57% of customers prefer dispensaries that offer educational workshops and tours

Statistic 22

49% of consumers state that a friendly and welcoming environment increases their likelihood of repeat visits

Statistic 23

55% of brands track customer satisfaction scores to improve service quality

Statistic 24

54% of consumers prefer to receive follow-up communication after a purchase, via email or text, to ensure satisfaction

Statistic 25

58% of customers select dispensaries based on their ability to provide fast, reliable service

Statistic 26

75% of cannabis customers say loyalty programs influence their brand choice

Statistic 27

67% of consumers seek dispensaries that have inclusive and accessible shopping environments

Statistic 28

72% of customers prefer dispensaries that offer consistent product and service quality

Statistic 29

74% of consumers consider dispensary atmosphere (lighting, cleanliness, etc.) as a key factor in their experience

Statistic 30

69% of cannabis consumers prefer dispensaries that offer seamless online ordering with in-store pickup options

Statistic 31

41% of dispensaries report that digital engagement tools have improved their customer experience significantly

Statistic 32

58% of customers use cannabis dispensary websites to check product availability before visiting in person

Statistic 33

70% of cannabis consumers research products online before making a purchase at a dispensary

Statistic 34

46% of cannabis consumers have been discouraged from purchasing due to poor website usability

Statistic 35

33% of cannabis consumers seek out dispensaries with a strong digital presence and online reviews

Statistic 36

49% of customers utilize dispensary mobile apps for ordering and ongoing communication

Statistic 37

55% of dispensaries reported that implementing online chat support improved customer satisfaction

Statistic 38

48% of cannabis clients prefer dispensaries that offer online reviews and ratings to aid their decision-making process

Statistic 39

61% of cannabis dispensaries use virtual tours to enhance customer engagement and experience

Statistic 40

66% of cannabis consumers use mobile devices to read reviews and compare products during shopping

Statistic 41

49% of cannabis dispensaries report that the availability of live chat support improves overall customer service

Statistic 42

69% of cannabis brands use social media as a tool to enhance customer engagement

Statistic 43

63% of customers are more likely to recommend dispensaries with positive and engaging social media presence

Statistic 44

71% of dispensaries found that incorporating augmented reality features enhanced customer engagement

Statistic 45

65% of cannabis brands focus on building community engagement through events and social media for better CX

Statistic 46

49% of cannabis companies see increased customer engagement after implementing AI-driven chatbots

Statistic 47

73% of cannabis consumers rate product quality as the most crucial factor in their customer experience

Statistic 48

81% of cannabis buyers value knowledgeable staff as a key factor in their purchasing decision

Statistic 49

52% of cannabis customers have abandoned a purchase due to poor customer service or confusing product information

Statistic 50

65% of dispensaries prioritize staff training to improve customer experience and product knowledge

Statistic 51

53% of cannabis consumers feel that friendly staff significantly enhances their shopping experience

Statistic 52

83% of consumers value dispensaries that offer a comfortable and welcoming environment

Statistic 53

42% of consumers are influenced by dispensary staff’s ability to provide accurate product information

Statistic 54

76% of patients consider dispensary staff’s ability to provide personalized advice as a key part of their customer experience

Statistic 55

69% of consumers say knowledgeable staff greatly impact their overall experience

Statistic 56

58% of customers report that efficient staff interactions positively influence their shopping experience

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Sources

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Key Highlights

78% of consumers in the cannabis industry prioritize customer service when choosing brands
62% of cannabis consumers are more likely to purchase from brands that provide personalized experiences
45% of cannabis dispensaries reported an increase in customer satisfaction after implementing advanced CRM systems
81% of cannabis buyers value knowledgeable staff as a key factor in their purchasing decision
54% of customers say their overall cannabis shopping experience influences their repeat purchase behavior
69% of cannabis consumers prefer dispensaries that offer seamless online ordering with in-store pickup options
37% of cannabis brands see improved customer loyalty through targeted marketing and personalized communications
52% of cannabis customers have abandoned a purchase due to poor customer service or confusing product information
67% of cannabis consumers expect dispensaries to provide transparent lab testing and product origin information
43% of retail cannabis stores experienced increased customer retention after upgrading their loyalty programs
59% of cannabis consumers prefer brands that offer educational content about products
74% of consumers are willing to pay more for cannabis products from brands with excellent customer reviews
41% of dispensaries report that digital engagement tools have improved their customer experience significantly

In an industry where 78% of consumers prioritize customer service and personalized experiences drive loyalty, the cannabis sector is rapidly transforming its customer experience to meet soaring expectations and stand out in a competitive market.

Consumer Preferences and Loyalty

78% of consumers in the cannabis industry prioritize customer service when choosing brands
62% of cannabis consumers are more likely to purchase from brands that provide personalized experiences
45% of cannabis dispensaries reported an increase in customer satisfaction after implementing advanced CRM systems
54% of customers say their overall cannabis shopping experience influences their repeat purchase behavior
37% of cannabis brands see improved customer loyalty through targeted marketing and personalized communications
67% of cannabis consumers expect dispensaries to provide transparent lab testing and product origin information
43% of retail cannabis stores experienced increased customer retention after upgrading their loyalty programs
59% of cannabis consumers prefer brands that offer educational content about products
74% of consumers are willing to pay more for cannabis products from brands with excellent customer reviews
49% of cannabis users are more loyal to brands that actively seek and respond to customer feedback
71% of customers are more likely to return to dispensaries that offer loyalty rewards
55% of cannabis consumers prefer dispensaries offering consultation and personalized product recommendations
64% of customers report that quick and efficient checkout processes improve their overall experience
60% of dispensaries incorporate customer data analytics to personalize marketing campaigns
78% of cannabis customers emphasize the importance of discreet packaging for their privacy
47% of cannabis brands reported increased sales after implementing customer-centric strategies
80% of cannabis consumers are more likely to purchase from brands that are transparent about their sourcing and manufacturing processes
68% of customers expect dispensaries to have reward programs accessible via mobile apps
44% of cannabis consumers look for dispensaries with environmentally friendly packaging options
52% of consumers report that clear product labelling influences their trust and purchasing decisions
57% of customers prefer dispensaries that offer educational workshops and tours
49% of consumers state that a friendly and welcoming environment increases their likelihood of repeat visits
55% of brands track customer satisfaction scores to improve service quality
54% of consumers prefer to receive follow-up communication after a purchase, via email or text, to ensure satisfaction
58% of customers select dispensaries based on their ability to provide fast, reliable service
75% of cannabis customers say loyalty programs influence their brand choice
67% of consumers seek dispensaries that have inclusive and accessible shopping environments
72% of customers prefer dispensaries that offer consistent product and service quality
74% of consumers consider dispensary atmosphere (lighting, cleanliness, etc.) as a key factor in their experience

Consumer Preferences and Loyalty Interpretation

In an industry where nearly four out of five consumers prioritize personalized, transparent, and seamless experiences—from discreet packaging to loyalty rewards—cannabis brands that invest in customer-centric strategies are not just enhancing satisfaction but are ultimately cultivating the loyal consumer base that will keep them thriving in a competitive market.

Digital Tools and Online Presence

69% of cannabis consumers prefer dispensaries that offer seamless online ordering with in-store pickup options
41% of dispensaries report that digital engagement tools have improved their customer experience significantly
58% of customers use cannabis dispensary websites to check product availability before visiting in person
70% of cannabis consumers research products online before making a purchase at a dispensary
46% of cannabis consumers have been discouraged from purchasing due to poor website usability
33% of cannabis consumers seek out dispensaries with a strong digital presence and online reviews
49% of customers utilize dispensary mobile apps for ordering and ongoing communication
55% of dispensaries reported that implementing online chat support improved customer satisfaction
48% of cannabis clients prefer dispensaries that offer online reviews and ratings to aid their decision-making process
61% of cannabis dispensaries use virtual tours to enhance customer engagement and experience
66% of cannabis consumers use mobile devices to read reviews and compare products during shopping
49% of cannabis dispensaries report that the availability of live chat support improves overall customer service

Digital Tools and Online Presence Interpretation

In an industry where 69% of consumers favor seamless online ordering and 70% research products beforehand, cannabis dispensaries that leverage digital tools—via user-friendly websites, live chat, and virtual tours—are not just enhancing customer experience but cultivating loyalty in a market increasingly driven by digital convenience and transparency.

Dispenser and Brand Engagement Strategies

69% of cannabis brands use social media as a tool to enhance customer engagement
63% of customers are more likely to recommend dispensaries with positive and engaging social media presence
71% of dispensaries found that incorporating augmented reality features enhanced customer engagement
65% of cannabis brands focus on building community engagement through events and social media for better CX
49% of cannabis companies see increased customer engagement after implementing AI-driven chatbots

Dispenser and Brand Engagement Strategies Interpretation

With nearly seven out of ten cannabis brands harnessing social media and innovative tech like AR and AI to craft a more engaging customer experience, it's clear that in this industry, savvy digital engagement isn't just a trend—it's the joint venture that elevates loyalty and recommendation.

Product Quality and Pricing

73% of cannabis consumers rate product quality as the most crucial factor in their customer experience

Product Quality and Pricing Interpretation

With 73% of cannabis consumers prioritizing product quality above all, it’s clear that in this budding industry, excellence isn’t just a bonus—it's the joint ingredient to customer loyalty.

Staff Training and Customer Experience

81% of cannabis buyers value knowledgeable staff as a key factor in their purchasing decision
52% of cannabis customers have abandoned a purchase due to poor customer service or confusing product information
65% of dispensaries prioritize staff training to improve customer experience and product knowledge
53% of cannabis consumers feel that friendly staff significantly enhances their shopping experience
83% of consumers value dispensaries that offer a comfortable and welcoming environment
42% of consumers are influenced by dispensary staff’s ability to provide accurate product information
76% of patients consider dispensary staff’s ability to provide personalized advice as a key part of their customer experience
69% of consumers say knowledgeable staff greatly impact their overall experience
58% of customers report that efficient staff interactions positively influence their shopping experience

Staff Training and Customer Experience Interpretation

In the evolving cannabis industry, while nearly four in five buyers prioritize knowledgeable staff and a welcoming environment, the startling 52% abandonment rate due to poor service underscores that expertise and friendly guidance are not just perks—they’re essential for turning browsers into loyal customers.