GITNUXREPORT 2025

Customer Experience In The Commercial Industry Statistics

Exceptional customer experience drives loyalty, revenue, retention, and brand success.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

58% of consumers have switched brands due to poor customer service

Statistic 2

58% of consumers stop doing business with a brand after multiple poor experiences

Statistic 3

40% of buyers say they are willing to switch brands after just one poor customer interaction

Statistic 4

87% of consumers will default to competitors after a bad experience

Statistic 5

61% of consumers say they’ve cut ties with a brand due to bad customer service

Statistic 6

79% of consumers are willing to switch brands after a poor customer experience

Statistic 7

73% of consumers say customer experience is an important factor in their purchasing decisions

Statistic 8

80% of businesses say they aim to deliver a better customer experience

Statistic 9

60% of consumers have stopped doing business with a company due to poor customer service

Statistic 10

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

Statistic 11

70% of buying experiences are based on how customers feel they are being treated

Statistic 12

91% of customers are more likely to shop with brands that provide personalized marketing

Statistic 13

Companies that prioritize customer experience generate 60% higher profit margins compared to competitors

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

Statistic 15

66% of consumers say their customer service expectations are higher than they were a year ago

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59% of consumers say that excellent customer experience influences their brand loyalty

Statistic 17

74% of consumers are likely to switch brands if they find the checkout process too complicated

Statistic 18

81% of consumers want brands to make it easier to get in touch with them

Statistic 19

39% of consumers feel that most companies fail to meet their expectations for good customer service

Statistic 20

78% of consumers said that their shopping experiences are more influenced by how they are treated than by the price of a product

Statistic 21

67% of consumers say that bad customer service experiences make them lose faith in the brand

Statistic 22

70% of customers say that speed of response influences their customer experience satisfaction levels

Statistic 23

90% of consumers are more likely to recommend a brand after a positive customer experience

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82% of customers feel more positive about a brand after consistent customer service experiences

Statistic 25

75% of consumers expect companies to understand their needs and expectations

Statistic 26

69% of consumers would like to see real-time customer support options

Statistic 27

65% of customers say their loyalty is driven primarily by a good customer experience

Statistic 28

57% of consumers cite a dismissive or unhelpful staff as a reason for quitting a brand

Statistic 29

78% of organizations believe personalized customer engagement is critical

Statistic 30

50% of consumers expect companies to respond within 24 hours

Statistic 31

88% of customers say their experience with a brand is just as important as the product or service

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

Statistic 33

77% of consumers have chosen, recommended, or paid more for a brand that provides a better customer experience

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48% of consumers said they would pay more for a better customer experience

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52% of consumers have made an additional purchase after a positive customer service experience

Statistic 36

80% of consumers have stopped doing business with a company due to poor customer service

Statistic 37

64% of consumers have increased their spending with companies that provide excellent customer service

Statistic 38

75% of consumers say they are more loyal to brands that have good recovery strategies for service failures

Statistic 39

93% of customers are likely to make repeat purchases with companies that offer excellent customer service

Statistic 40

55% of buyers will seek help from social media channels before calling customer service

Statistic 41

85% of customers trust reviews as much as personal recommendations

Statistic 42

45% of customers share bad experiences with others, harming the brand reputation

Statistic 43

92% of consumers trust recommendations from friends and family above other forms of advertising

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Key Highlights

86% of customers are willing to pay more for a better customer experience
73% of consumers say customer experience is an important factor in their purchasing decisions
80% of businesses say they aim to deliver a better customer experience
60% of consumers have stopped doing business with a company due to poor customer service
Companies with strong omnichannel customer engagement retain on average 89% of their customers
58% of consumers have switched brands due to poor customer service
70% of buying experiences are based on how customers feel they are being treated
77% of consumers have chosen, recommended, or paid more for a brand that provides a better customer experience
91% of customers are more likely to shop with brands that provide personalized marketing
Companies that prioritize customer experience generate 60% higher profit margins compared to competitors
86% of buyers are willing to pay more for a great customer experience
48% of consumers said they would pay more for a better customer experience
66% of consumers say their customer service expectations are higher than they were a year ago

In an era where 86% of consumers are willing to pay more for a superior customer experience, the commercial industry is racing to prioritize personalized, seamless service—because in today’s market, how customers feel about their interactions often outshines the product itself.

Brand Switching and Customer Retention

58% of consumers have switched brands due to poor customer service
58% of consumers stop doing business with a brand after multiple poor experiences
40% of buyers say they are willing to switch brands after just one poor customer interaction
87% of consumers will default to competitors after a bad experience
61% of consumers say they’ve cut ties with a brand due to bad customer service
79% of consumers are willing to switch brands after a poor customer experience

Brand Switching and Customer Retention Interpretation

In the fiercely competitive commercial industry, it's clear that nearly all consumers—ranging from 58% to 87%—are quick to abandon brands after just one or a few bad customer service encounters, proving that in customer experience, a single misstep can turn loyal clients into competitors’ customers faster than you can say lost revenue.

Customer Experience and Satisfaction

73% of consumers say customer experience is an important factor in their purchasing decisions
80% of businesses say they aim to deliver a better customer experience
60% of consumers have stopped doing business with a company due to poor customer service
Companies with strong omnichannel customer engagement retain on average 89% of their customers
70% of buying experiences are based on how customers feel they are being treated
91% of customers are more likely to shop with brands that provide personalized marketing
Companies that prioritize customer experience generate 60% higher profit margins compared to competitors
86% of buyers are willing to pay more for a great customer experience
66% of consumers say their customer service expectations are higher than they were a year ago
59% of consumers say that excellent customer experience influences their brand loyalty
74% of consumers are likely to switch brands if they find the checkout process too complicated
81% of consumers want brands to make it easier to get in touch with them
39% of consumers feel that most companies fail to meet their expectations for good customer service
78% of consumers said that their shopping experiences are more influenced by how they are treated than by the price of a product
67% of consumers say that bad customer service experiences make them lose faith in the brand
70% of customers say that speed of response influences their customer experience satisfaction levels
90% of consumers are more likely to recommend a brand after a positive customer experience
82% of customers feel more positive about a brand after consistent customer service experiences
75% of consumers expect companies to understand their needs and expectations
69% of consumers would like to see real-time customer support options
65% of customers say their loyalty is driven primarily by a good customer experience
57% of consumers cite a dismissive or unhelpful staff as a reason for quitting a brand
78% of organizations believe personalized customer engagement is critical
50% of consumers expect companies to respond within 24 hours
88% of customers say their experience with a brand is just as important as the product or service

Customer Experience and Satisfaction Interpretation

In an era where 88% of customers believe their experience rivals the product itself and 73% deem it crucial in their purchasing decisions, it's clear that delivering a personalized, speedy, and seamless customer journey is no longer optional but the paramount strategy for commercial success—yet, with over half feeling brands fall short of expectations, the challenge remains to turn good intentions into unforgettable experiences.

Customer Willingness to Pay and Loyalty

86% of customers are willing to pay more for a better customer experience
77% of consumers have chosen, recommended, or paid more for a brand that provides a better customer experience
48% of consumers said they would pay more for a better customer experience
52% of consumers have made an additional purchase after a positive customer service experience
80% of consumers have stopped doing business with a company due to poor customer service
64% of consumers have increased their spending with companies that provide excellent customer service
75% of consumers say they are more loyal to brands that have good recovery strategies for service failures

Customer Willingness to Pay and Loyalty Interpretation

In a marketplace where nearly all consumers are willing to pay more and remain loyal for superior service, companies ignoring the power of customer experience are not just losing business—they're handing their competitors a loyalty lottery they can't afford to miss.

Loyalty

93% of customers are likely to make repeat purchases with companies that offer excellent customer service

Loyalty Interpretation

With 93% of customers ready to return for more when treated well, it’s clear that excellent customer service isn’t just good manners—it's the secret sauce for commercial success.

Online and Omnichannel Customer Engagement

55% of buyers will seek help from social media channels before calling customer service

Online and Omnichannel Customer Engagement Interpretation

In today’s digital age, over half of buyers turn to social media for help before even dialing support, underscoring that online engagement now shapes the first impression in the commercial customer experience.

Reputation, Recommendations, and Influence

85% of customers trust reviews as much as personal recommendations
45% of customers share bad experiences with others, harming the brand reputation
92% of consumers trust recommendations from friends and family above other forms of advertising

Reputation, Recommendations, and Influence Interpretation

These statistics underscore that in the commercial industry, building genuine trust through positive experiences and word-of-mouth recommendations isn't just a nice-to-have—it's the currency that determines brand reputation and consumer loyalty.