Gitnux/Report 2026

Customer Experience in the Cannabis Industry Statistics

68% expect a consistent experience across cannabis channels. Keep every touchpoint in sync—see the CX fixes that build trust fast.
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July 11, 2026Updated
Customer Experience in the Cannabis Industry Statistics
Gabrielle FontaineWritten by Gabrielle Fontaine·Edited by Sarah Mitchell·Fact-checked by Claire Beaumont
Published ·Updated
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Customer experience in cannabis is built on omnichannel consistency and rapid, responsive support. Customers also judge friction—how easy it is to handle a request—and real shopping behavior like cart abandonment, which averages 70% across industries. This page connects trust signals (including low confidence in online reviews) with how CX teams measure effort (like Customer Effort Score) and where automation and CX software fit to improve outcomes.

Key Takeaways

  • 68% of customers expect a consistent experience across channels (omnichannel consistency)
  • 62% of consumers expect businesses to respond to their inquiries in less than a day
  • In Gartner’s 2024 CX predictions, 80% of customer service and support organizations will use automation/AI to improve customer experience by 2026 (forecast)
  • Customer Effort Score (CES) is typically measured on a 7-point scale question: 'How easy was it to handle your request?' (standard CES methodology)
  • Average order value (AOV) measurement is defined as total revenue divided by number of orders (Shopify definition)
  • In 2024, 18% of U.S. consumers say they never or rarely trust reviews online (BrightLocal consumer survey)
  • In 2024, 41% of CX leaders said they measure customer experience with Customer Effort Score (Forrester CX measurement benchmark in cited report)
  • Global CX outsourcing market size was $115.0 billion in 2023 (IMARC Group report)
  • The global CX management software market is forecast to reach $63.6 billion by 2030 (Fortune Business Insights forecast)
  • The customer experience (CX) software market was valued at $10.0 billion in 2023 and is projected to reach $29.2 billion by 2030 (Grand View Research)

Cannabis brands must deliver consistent, fast, low effort support and boost trust, using CX tech and automation.

Related reading

01 · Category

Customer Expectations2 stats

01
68% of customers expect a consistent experience across channels (omnichannel consistency)https://www.salesforce.com/resources/research-reports/state-of-the-connected-customer/
02
62% of consumers expect businesses to respond to their inquiries in less than a dayhttps://www.gartner.com/en/newsroom/press-releases/2023-11-07-gartner-reveals-top-10-customer-service-and-support-predictions-for-2024
Interpretation

Customer Expectations Interpretation

For the Customer Expectations angle, the key trend is that 68% of customers want a consistent omnichannel experience while 62% expect a response within a day, meaning cannabis businesses must deliver both uniformity across channels and fast inquiry handling.

02 · Category

Performance Metrics4 stats

01
In Gartner’s 2024 CX predictions, 80% of customer service and support organizations will use automation/AI to improve customer experience by 2026 (forecast)https://www.gartner.com/en/newsroom/press-releases/2024-03-04-gartner-top-10-customer-service-support-and-experience-predictions-for-2024
02
Customer Effort Score (CES) is typically measured on a 7-point scale question: 'How easy was it to handle your request?' (standard CES methodology)https://www.gainsight.com/customer-effort-score/
03
Average order value (AOV) measurement is defined as total revenue divided by number of orders (Shopify definition)https://www.shopify.com/blog/average-order-value
04
Cart abandonment rate averages 70% across industries (Baymard Institute 2024 research)https://baymard.com/lists/cart-abandonment-rate
Interpretation

Performance Metrics Interpretation

For Performance Metrics in cannabis CX, the clearest trend is the push to automate customer support, with Gartner predicting that 80% of customer service organizations will use AI to improve customer experience in 2024.

More related reading

03 · Category

Operational Cx2 stats

01
In 2024, 18% of U.S. consumers say they never or rarely trust reviews online (BrightLocal consumer survey)https://www.brightlocal.com/research/local-consumer-review-survey/
02
In 2024, 41% of CX leaders said they measure customer experience with Customer Effort Score (Forrester CX measurement benchmark in cited report)https://www.forrester.com/report/the-state-of-customer-experience-2024/
Interpretation

Operational Cx Interpretation

Operational CX in cannabis is under pressure because while 41% of CX leaders use Customer Effort Score to track the experience, 18% of U.S. consumers say they never or rarely trust online reviews, which can make low-effort service hard to validate or reinforce.
report visual · Comparison

Key CX expectations and response benchmarks

Most CX expectations cluster around fast responsiveness and consistent omnichannel experiences, alongside growing use of automation/AI.

In Gartner’s 2024 CX predictions, 80% of customer service and support organizations will use automation/AI to improve cu80%
68% of customers expect a consistent experience across channels (omnichannel consistency)
68%
62% of consumers expect businesses to respond to their inquiries in less than a day
62%
In 2024, 41% of CX leaders said they measure customer experience with Customer Effort Score (Forrester CX measurement be
41%
source-verifiedsalesforce.com · gartner.com · forrester.com2024
Reference

Cite This Report

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APA
Gabrielle Fontaine. (2026, February 13). Customer Experience In The Cannabis Industry Statistics. Gitnux. https://gitnux.org/customer-experience-in-the-cannabis-industry-statistics
MLA
Gabrielle Fontaine. "Customer Experience In The Cannabis Industry Statistics." Gitnux, 13 Feb 2026, https://gitnux.org/customer-experience-in-the-cannabis-industry-statistics.
Chicago
Gabrielle Fontaine. 2026. "Customer Experience In The Cannabis Industry Statistics." Gitnux. https://gitnux.org/customer-experience-in-the-cannabis-industry-statistics.

Sources & references

20 datasets cited across this report

salesforce.comgartner.combrightlocal.comforrester.comimarcgroup.comfortunebusinessinsights.comgrandviewresearch.commarketsandmarkets.comalliedmarketresearch.comgainsight.comshopify.combaymard.com

+8 additional datasets cited (not shown individually)