GITNUXREPORT 2025

Customer Experience In The Consumer Goods Industry Statistics

Consumers prioritize personalized, seamless experiences; improve service for loyalty increases.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

75% of consumers judge a company’s credibility based on their customer service

Statistic 2

60% of consumers expect consistent interactions across all channels

Statistic 3

68% of consumers have higher expectations for customer service than they did just a year ago

Statistic 4

67% of consumers expect companies to anticipate their needs

Statistic 5

54% of consumers say they have higher expectations for brands’ environmental and social responsibility

Statistic 6

50% of consumers expect brands to follow up after a purchase

Statistic 7

80% of consumers say their customer experience expectations are higher than they were a year ago

Statistic 8

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

Statistic 9

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

Statistic 10

80% of consumers say the experience a company provides is as important as its products

Statistic 11

70% of consumers have ended a purchase due to poor customer service

Statistic 12

58% of consumers are more loyal to brands that deliver excellent customer service

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89% of consumers have switched to a competitor after a bad customer experience

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55% of consumers are willing to share more data if it results in a better experience

Statistic 15

48% of consumers say they have canceled a purchase due to poor customer service

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63% of consumers prefer messaging apps for customer support

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71% of consumers say they are more likely to recommend a brand after a positive customer service experience

Statistic 18

65% of consumers say that a good customer experience influences their loyalty

Statistic 19

76% of consumers feel frustrated when website content is irrelevant

Statistic 20

44% of consumers say a positive brand experience makes them more loyal

Statistic 21

69% of consumers say CX influences their perception of product quality

Statistic 22

55% of consumers would recommend a brand after a positive social media interaction

Statistic 23

83% of consumers are willing to pay more if a brand provides excellent customer service

Statistic 24

52% of customers would purchase more if they had better customer service experiences

Statistic 25

45% of consumers have abandoned a purchase because of poor customer service

Statistic 26

89% of consumers want brands to offer seamless, omnichannel support

Statistic 27

55% of consumers say they would spend more with brands that provide excellent customer service

Statistic 28

70% of consumers think companies should use their data to improve experiences

Statistic 29

55% of consumers say they find it frustrating when support channels are inconsistent

Statistic 30

69% of consumers are more likely to buy again from brands that actively listen to their feedback

Statistic 31

78% of consumers say personalized experiences increase their chances of making a purchase

Statistic 32

72% of consumers say they are only likely to engage with personalized offers

Statistic 33

59% of consumers feel companies could do a better job at personalizing their communication

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80% of consumers are more likely to purchase from brands that offer personalized experiences

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61% of consumers expect companies to recognize them by name across channels

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65% of consumers are more likely to buy from brands that personalize their experience

Statistic 37

78% of consumers are more likely to shop with a brand that offers personalized communication

Statistic 38

77% of consumers want brands to deliver more personalized experiences across channels

Statistic 39

82% of consumers expect to get quick responses from customer service

Statistic 40

70% of consumers expect fast resolution times for complaints

Statistic 41

72% of consumers prefer self-service channels to resolve issues

Statistic 42

48% of consumers say their loyalty is driven by a company’s ability to resolve issues quickly

Statistic 43

60% of consumers say their loyalty is influenced by how well a company handles complaints

Statistic 44

65% of consumers prefer brands that proactively manage issues before they become problems

Statistic 45

66% of consumers expect quicker resolutions today than a year ago

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Key Highlights

86% of consumers are willing to pay more for a better customer experience
73% of consumers point to customer experience as an important factor in their purchasing decisions
80% of consumers say the experience a company provides is as important as its products
70% of consumers have ended a purchase due to poor customer service
60% of consumers expect consistent interactions across all channels
58% of consumers are more loyal to brands that deliver excellent customer service
75% of consumers judge a company’s credibility based on their customer service
89% of consumers have switched to a competitor after a bad customer experience
78% of consumers say personalized experiences increase their chances of making a purchase
72% of consumers say they are only likely to engage with personalized offers
55% of consumers are willing to share more data if it results in a better experience
48% of consumers say they have canceled a purchase due to poor customer service
82% of consumers expect to get quick responses from customer service

In a world where 86% of consumers are willing to pay a premium for exceptional customer experiences, it’s clear that delivering personalized, seamless, and responsive service is no longer optional—it’s essential for brands striving to win loyalty and stand out in the competitive consumer goods industry.

Brand Loyalty and Trust

75% of consumers judge a company’s credibility based on their customer service

Brand Loyalty and Trust Interpretation

With three out of four consumers weighing customer service as the true measure of a company's credibility, it's clear that in the consumer goods industry, delivering exceptional service isn't just good for business—it's an essential act of trust-building.

Consumer Expectations and Behavior

60% of consumers expect consistent interactions across all channels
68% of consumers have higher expectations for customer service than they did just a year ago
67% of consumers expect companies to anticipate their needs
54% of consumers say they have higher expectations for brands’ environmental and social responsibility
50% of consumers expect brands to follow up after a purchase
80% of consumers say their customer experience expectations are higher than they were a year ago

Consumer Expectations and Behavior Interpretation

As consumers’ expectations soar and their desire for seamless, responsible engagement intensifies, companies must evolve from reactive service providers to proactive partners—otherwise, they risk losing customers in an increasingly demanding marketplace.

Customer Experience and Satisfaction

86% of consumers are willing to pay more for a better customer experience
73% of consumers point to customer experience as an important factor in their purchasing decisions
80% of consumers say the experience a company provides is as important as its products
70% of consumers have ended a purchase due to poor customer service
58% of consumers are more loyal to brands that deliver excellent customer service
89% of consumers have switched to a competitor after a bad customer experience
55% of consumers are willing to share more data if it results in a better experience
48% of consumers say they have canceled a purchase due to poor customer service
63% of consumers prefer messaging apps for customer support
71% of consumers say they are more likely to recommend a brand after a positive customer service experience
65% of consumers say that a good customer experience influences their loyalty
76% of consumers feel frustrated when website content is irrelevant
44% of consumers say a positive brand experience makes them more loyal
69% of consumers say CX influences their perception of product quality
55% of consumers would recommend a brand after a positive social media interaction
83% of consumers are willing to pay more if a brand provides excellent customer service
52% of customers would purchase more if they had better customer service experiences
45% of consumers have abandoned a purchase because of poor customer service
89% of consumers want brands to offer seamless, omnichannel support
55% of consumers say they would spend more with brands that provide excellent customer service
70% of consumers think companies should use their data to improve experiences
55% of consumers say they find it frustrating when support channels are inconsistent
69% of consumers are more likely to buy again from brands that actively listen to their feedback

Customer Experience and Satisfaction Interpretation

In an era where nearly nine out of ten consumers are willing to pay a premium for seamless, personalized service, it’s clear that in the consumer goods industry, customer experience isn’t just an extra — it’s the currency of loyalty, and those neglecting it risk being left behind in the digital dust.

Personalization and Customer Preferences

78% of consumers say personalized experiences increase their chances of making a purchase
72% of consumers say they are only likely to engage with personalized offers
59% of consumers feel companies could do a better job at personalizing their communication
80% of consumers are more likely to purchase from brands that offer personalized experiences
61% of consumers expect companies to recognize them by name across channels
65% of consumers are more likely to buy from brands that personalize their experience
78% of consumers are more likely to shop with a brand that offers personalized communication
77% of consumers want brands to deliver more personalized experiences across channels

Personalization and Customer Preferences Interpretation

In the race for consumer loyalty, personalized experiences are no longer just a competitive edge—they are the customer’s expectation, and brands ignoring this digital personalization punch risk being left behind in the checkout line.

Response Time and Issue Resolution

82% of consumers expect to get quick responses from customer service
70% of consumers expect fast resolution times for complaints
72% of consumers prefer self-service channels to resolve issues
48% of consumers say their loyalty is driven by a company’s ability to resolve issues quickly
60% of consumers say their loyalty is influenced by how well a company handles complaints
65% of consumers prefer brands that proactively manage issues before they become problems
66% of consumers expect quicker resolutions today than a year ago

Response Time and Issue Resolution Interpretation

In an era where nearly two-thirds of consumers demand faster resolutions and proactive service, companies that fail to accelerate their response times risk losing loyalty faster than they can resolve an issue, underscoring that in consumer goods, speed and preemption are the new loyalty currencies.