GITNUXREPORT 2025

Customer Experience In The Cpg Industry Statistics

Customer experience greatly influences loyalty and willingness to pay more.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

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

Statistic 2

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

Statistic 3

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

Statistic 4

52% of customers say they have made an additional purchase after a positive customer service experience

Statistic 5

65% of consumers find a positive experience with a brand to be more influential than great advertising

Statistic 6

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

Statistic 7

90% of Americans say customer service influences their brand loyalty

Statistic 8

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

Statistic 9

70% of consumers say connected processes are very important to winning their business

Statistic 10

72% of customers will share a good experience with six or more people, while 13% will share a bad experience with 15 or more people

Statistic 11

84% of consumers trust online reviews as much as a personal recommendation

Statistic 12

75% of consumers say they are more likely to buy from a company that responds to their reviews

Statistic 13

65% of consumers find a positive experience with a brand to be more influential than great advertising

Statistic 14

60% of consumers would stop doing business with a brand after just one bad experience

Statistic 15

78% of consumers say that personalized experiences increase their satisfaction

Statistic 16

58% of consumers say that their brand loyalty is driven by positive interactions

Statistic 17

66% of consumers say they have switched brands due to a poor customer experience

Statistic 18

64% of consumers say that they are more likely to buy from a brand that offers a seamless experience across channels

Statistic 19

88% of organizations believe that customer experience is equally or more important than price for establishing loyalty

Statistic 20

45% of customers will abandon a purchase if they find the website or app difficult to navigate

Statistic 21

90% of consumers say that they are more likely to buy again after a positive customer service experience

Statistic 22

72% of consumers say their experience with a brand influences their future purchase decisions

Statistic 23

60% of consumers would switch brands due to poor mobile experience

Statistic 24

62% of consumers want to see consistent messaging across all channels

Statistic 25

67% of consumers say they have left a brand because of a bad experience

Statistic 26

45% of consumers find omnichannel experiences frustrating due to inconsistent messaging

Statistic 27

78% of organizations see improved customer satisfaction when investing in customer experience technology

Statistic 28

80% of consumers say that a seamless experience across multiple channels is crucial for satisfaction

Statistic 29

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

Statistic 30

60% of consumers switch brands due to poor customer service

Statistic 31

50% of consumers say they would be willing to pay more for higher-quality customer service

Statistic 32

58% of consumers have higher expectations for customer service than they did a year ago

Statistic 33

59% of consumers prefer to contact customer service via chat or messaging apps rather than phone or email

Statistic 34

70% of customers say they have higher expectations for customer service today than they did a year ago

Statistic 35

68% of consumers say that a quick response time is critical to their satisfaction

Statistic 36

55% of consumers say they are more likely to buy from a brand that responds quickly to inquiries

Statistic 37

59% of consumers prefer to communicate with brands via social media, email, or chat, over traditional methods like phone calls

Statistic 38

50% of consumers say they prefer self-service options for quick resolutions

Statistic 39

54% of consumers say their expectations for faster service have increased

Statistic 40

49% of consumers state they will abandon a purchase if their questions aren’t answered quickly

Statistic 41

59% of consumers prefer self-service options for resolving issues quickly

Statistic 42

70% of consumers say that a company's understanding of their individual needs influences their loyalty

Statistic 43

92% of consumers say they want more personalized experiences

Statistic 44

71% of consumers expect companies to reach out to them proactively with offers or information

Statistic 45

57% of consumers say they are willing to share more data if the brand provides a better experience

Statistic 46

65% of consumers say that a personalized experience influences their purchasing decisions

Statistic 47

80% of consumers prefer to do business with brands that provide personalized experiences

Statistic 48

89% of consumers are more likely to shop with brands that recognize, remember, and provide relevant offers and recommendations

Statistic 49

81% of consumers want brands to anticipate their needs and make relevant suggestions

Statistic 50

78% of consumers say they will only engage with personalized marketing offers

Statistic 51

85% of consumers say that brands should use data to personalize their experience

Statistic 52

70% of consumers say they are more loyal to brands that use personalized communications

Statistic 53

62% of consumers want to be engaged with relevant content during their journey

Statistic 54

63% of consumers are more likely to buy from brands offering intelligent, personalized experiences

Statistic 55

72% of consumers expect brands to meet their expectations for personalization

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Key Highlights

86% of consumers are willing to pay more for a better customer experience
73% of consumers say customer experience is an important factor in their purchasing decisions
77% of consumers have chosen, recommended, or paid more for a brand that provides a good experience
52% of customers say they have made an additional purchase after a positive customer service experience
65% of consumers find a positive experience with a brand to be more influential than great advertising
80% of consumers say the experience a company provides is as important as its products and services
90% of Americans say customer service influences their brand loyalty
86% of buyers are willing to pay more for a better customer experience
70% of consumers say connected processes are very important to winning their business
60% of consumers switch brands due to poor customer service
50% of consumers say they would be willing to pay more for higher-quality customer service
58% of consumers have higher expectations for customer service than they did a year ago
72% of customers will share a good experience with six or more people, while 13% will share a bad experience with 15 or more people

In a consumer-driven world where 86% of customers are willing to pay a premium for better service, the key to thriving in the CPG industry lies in delivering personalized, seamless, and memorable customer experiences.

Customer Experience and Satisfaction

86% of consumers are willing to pay more for a better customer experience
73% of consumers say customer experience is an important factor in their purchasing decisions
77% of consumers have chosen, recommended, or paid more for a brand that provides a good experience
52% of customers say they have made an additional purchase after a positive customer service experience
65% of consumers find a positive experience with a brand to be more influential than great advertising
80% of consumers say the experience a company provides is as important as its products and services
90% of Americans say customer service influences their brand loyalty
86% of buyers are willing to pay more for a better customer experience
70% of consumers say connected processes are very important to winning their business
72% of customers will share a good experience with six or more people, while 13% will share a bad experience with 15 or more people
84% of consumers trust online reviews as much as a personal recommendation
75% of consumers say they are more likely to buy from a company that responds to their reviews
65% of consumers find a positive experience with a brand to be more influential than great advertising
60% of consumers would stop doing business with a brand after just one bad experience
78% of consumers say that personalized experiences increase their satisfaction
58% of consumers say that their brand loyalty is driven by positive interactions
66% of consumers say they have switched brands due to a poor customer experience
64% of consumers say that they are more likely to buy from a brand that offers a seamless experience across channels
88% of organizations believe that customer experience is equally or more important than price for establishing loyalty
45% of customers will abandon a purchase if they find the website or app difficult to navigate
90% of consumers say that they are more likely to buy again after a positive customer service experience
72% of consumers say their experience with a brand influences their future purchase decisions
60% of consumers would switch brands due to poor mobile experience
62% of consumers want to see consistent messaging across all channels
67% of consumers say they have left a brand because of a bad experience
45% of consumers find omnichannel experiences frustrating due to inconsistent messaging
78% of organizations see improved customer satisfaction when investing in customer experience technology
80% of consumers say that a seamless experience across multiple channels is crucial for satisfaction
86% of consumers are willing to pay more for a better customer experience

Customer Experience and Satisfaction Interpretation

With nearly nine out of ten consumers willing to pay a premium and over 80% expecting seamless, personalized interactions, it's clear that in the modern CPG landscape, delivering a stellar customer experience isn't just good service—it's the key to winning the loyalty, reputation, and profit margins that matter most.

Customer Service and Communication

60% of consumers switch brands due to poor customer service
50% of consumers say they would be willing to pay more for higher-quality customer service
58% of consumers have higher expectations for customer service than they did a year ago
59% of consumers prefer to contact customer service via chat or messaging apps rather than phone or email
70% of customers say they have higher expectations for customer service today than they did a year ago
68% of consumers say that a quick response time is critical to their satisfaction
55% of consumers say they are more likely to buy from a brand that responds quickly to inquiries
59% of consumers prefer to communicate with brands via social media, email, or chat, over traditional methods like phone calls
50% of consumers say they prefer self-service options for quick resolutions
54% of consumers say their expectations for faster service have increased
49% of consumers state they will abandon a purchase if their questions aren’t answered quickly
59% of consumers prefer self-service options for resolving issues quickly

Customer Service and Communication Interpretation

In an era where nearly 60% of consumers are ready to abandon brands over sluggish service, the message is clear: to stay competitive, CPG companies must prioritize lightning-fast, personalized, and multi-channel customer support—preferably with a sense of humor—and realize that paying more for quality service isn't just a whim, but a consumer expectation.

Personalization and Engagement

70% of consumers say that a company's understanding of their individual needs influences their loyalty
92% of consumers say they want more personalized experiences
71% of consumers expect companies to reach out to them proactively with offers or information
57% of consumers say they are willing to share more data if the brand provides a better experience
65% of consumers say that a personalized experience influences their purchasing decisions
80% of consumers prefer to do business with brands that provide personalized experiences
89% of consumers are more likely to shop with brands that recognize, remember, and provide relevant offers and recommendations
81% of consumers want brands to anticipate their needs and make relevant suggestions
78% of consumers say they will only engage with personalized marketing offers
85% of consumers say that brands should use data to personalize their experience
70% of consumers say they are more loyal to brands that use personalized communications
62% of consumers want to be engaged with relevant content during their journey
63% of consumers are more likely to buy from brands offering intelligent, personalized experiences
72% of consumers expect brands to meet their expectations for personalization

Personalization and Engagement Interpretation

In an era where 92% of consumers crave personalized experiences and 70% loyalty hinges on a company's understanding of their individual needs, brands that fail to unlock the power of data-driven personalization risk transforming customer patience into passé.