Gitnux/Report 2026

Customer Experience In The Cannabis Industry Statistics

As cannabis brands push for smoother omnichannel journeys, 68% of customers still expect the same experience everywhere, while 62% want replies within a day and only 18% trust online reviews. The page connects these real-world expectations to what CX leaders are planning next, including Gartner’s forecast that by 2026, 80% of customer service and support orgs will use automation and AI to improve experience, plus market sizing that shows just how fast customer experience tools are scaling.
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Customer Experience In The Cannabis Industry Statistics
Gabrielle FontaineWritten by Gabrielle Fontaine·Edited by Sarah Mitchell·Fact-checked by Claire Beaumont
Last verified May 14, 2026
Verified via a 4-step process
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Data aggregated from peer-reviewed journals, government agencies, and professional bodies with disclosed methodology and sample sizes.

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Next review Nov 2026
By 2026, Gartner predicts 80% of customer service and support organizations will rely on automation and AI to improve customer experience. Yet in cannabis, expectations collide with reality since 68% of customers want the same experience across every channel and 62% expect replies in under a day. Add in the trust gap around online reviews and the growing pressure to prove CX with Customer Effort Score, and you get a clearer picture of what gets rewarded and what quietly drives customers away.

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 omnichannel experiences and fast support to build trust, using automation and CX tools.

Related reading

01 · Category

Customer Expectations2 stats

01
68% of customers expect a consistent experience across channels (omnichannel consistency)
02
62% of consumers expect businesses to respond to their inquiries in less than a day
Interpretation

Customer Expectations Interpretation

In the Customer Expectations category, 68% of customers want a consistent experience across channels and 62% expect responses within a day, showing that fast, seamless service is the baseline consumers now demand in cannabis.

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)
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)
03
Average order value (AOV) measurement is defined as total revenue divided by number of orders (Shopify definition)
04
Cart abandonment rate averages 70% across industries (Baymard Institute 2024 research)
Interpretation

Performance Metrics Interpretation

Performance metrics in cannabis customer experience are trending toward automation-driven efficiency, with Gartner predicting 80% of customer service and support organizations will adopt AI by 2026 while key commercial measures like average order value and the still-high average 70% cart abandonment rate make customer effort and friction especially measurable.

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)
02
In 2024, 41% of CX leaders said they measure customer experience with Customer Effort Score (Forrester CX measurement benchmark in cited report)
Interpretation

Operational Cx Interpretation

For Operational Cx in cannabis, with 18% of U.S. consumers saying they never or rarely trust online reviews, it becomes especially critical to reduce friction in day to day interactions, and the fact that 41% of CX leaders use Customer Effort Score shows how teams are prioritizing easier experiences to offset that trust gap.
Reference

Cite This Report

This report is designed to be cited. We maintain stable URLs and versioned verification dates. Copy the format appropriate for your publication below.

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 · attribution is report-level

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

+8 additional datasets cited (not shown individually)