GITNUXREPORT 2025

Customer Experience In The Crypto Industry Statistics

Crypto customer experience hinges on speed, support, transparency, and personalization.

Jannik Lindner

Jannik Linder

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

First published: April 29, 2025

Our Commitment to Accuracy

Rigorous fact-checking • Reputable sources • Regular updatesLearn more

Key Statistics

Statistic 1

68% of crypto users prioritize fast and responsive customer support when choosing platforms

Statistic 2

42% of cryptocurrency exchanges lack 24/7 customer support

Statistic 3

65% of users would switch platforms due to poor customer service

Statistic 4

49% of crypto platforms provide multilingual support, but only 28% offer round-the-clock service

Statistic 5

58% of crypto users report frustration with slow customer service response times

Statistic 6

43% of users have abandoned a transaction due to customer support delays

Statistic 7

70% of crypto investors want personalized customer support features

Statistic 8

33% of crypto platforms do not have a dedicated customer experience team

Statistic 9

46% of users rate mobile app customer support as poor or below average

Statistic 10

61% of crypto users express concern over data privacy during customer support interactions

Statistic 11

52% of crypto traders want more transparent dispute resolution processes

Statistic 12

60% of platforms experience high call volume during market volatility, impacting customer satisfaction

Statistic 13

47% of customers prefer live chat support over email when seeking help with transactions

Statistic 14

41% of crypto users feel that their concerns are not adequately addressed by support teams

Statistic 15

50% of crypto platforms neglect to update users proactively during system outages

Statistic 16

31% of users prefer cryptocurrency platforms that provide real-time support updates

Statistic 17

69% of crypto users are concerned about the quality of support during high-volume trading periods

Statistic 18

29% of surveyed users have experienced unresolved complaints, indicating a gap in customer service

Statistic 19

45% of crypto platform users have abandoned an exchange due to poor customer support

Statistic 20

41% of crypto firms plan to increase their CX budgets by over 20% in the next year, aiming to improve customer service quality

Statistic 21

55% of traders want platforms that offer integrated chat support within their apps

Statistic 22

36% of respondents are confident their crypto support team can handle complex issues, indicating room for improvement in training

Statistic 23

59% of crypto customers are willing to pay a premium for enhanced customer support, including faster resolutions

Statistic 24

48% of platforms experience seasonal increases in customer support queries, impacting response times

Statistic 25

42% of crypto users have never contacted support but would do so if the experience was improved, indicating potential for growth in customer engagement

Statistic 26

66% of crypto exchanges use customer feedback surveys to improve service, but only 29% act swiftly on the feedback received

Statistic 27

54% of respondents prefer support channels that integrate multiple communication methods (chat, email, phone), indicating demand for omnichannel CX

Statistic 28

69% of crypto platform users are more likely to stick with a platform that offers proactive support during market downturns

Statistic 29

24% of crypto users have experienced misinformation from support teams, affecting their trust levels

Statistic 30

50% of crypto platforms do not have dedicated multilingual customer support teams, limiting accessibility

Statistic 31

39% of users report difficulty obtaining timely responses to transaction issues, leading to dissatisfaction

Statistic 32

56% of users prefer automated support systems that escalate to human agents when needed, balancing efficiency and personalization

Statistic 33

45% of crypto traders are interested in live video support options, offering a more personal help experience

Statistic 34

59% of users value educational resources provided during customer support interactions

Statistic 35

74% of crypto traders consider platform reliability as crucial for customer experience

Statistic 36

38% of crypto platforms have inadequate customer authentication processes

Statistic 37

44% of crypto exchanges have implemented multi-factor authentication to improve customer security

Statistic 38

38% of crypto traders want more transparent trading fee disclosures, impacting trust and customer satisfaction

Statistic 39

53% of crypto investors have experienced delays in transaction processing

Statistic 40

55% of crypto users experience difficulty understanding platform interfaces

Statistic 41

47% of crypto investors have faced issues with transaction disputes

Statistic 42

62% of users say transparency in fee structures improves their customer experience

Statistic 43

55% of platforms use AI chatbots to handle customer inquiries, but only 31% report high satisfaction levels

Statistic 44

39% of users find self-service FAQ sections helpful, but 21% report they are not comprehensive enough

Statistic 45

67% of crypto traders believe that better onboarding experiences can improve overall customer experience

Statistic 46

48% of respondents report difficulties in verifying their identity on crypto platforms, impacting CX negatively

Statistic 47

54% of crypto platforms depend heavily on automation, which sometimes hampers personalized customer experience

Statistic 48

64% of users describe their overall experience with crypto customer service as satisfactory, but only 35% rate it as excellent

Statistic 49

26% of users report that language barriers negatively impact their customer experience, even in multilingual platforms

Statistic 50

60% of users cite ease of fund withdrawal as a key determinant of their customer experience

Statistic 51

41% of users express dissatisfaction with onboarding support processes, highlighting a need for improvement

Statistic 52

68% of traders look favorably on platforms with community engagement features, like forums and live chats, improving overall CX

Slide 1 of 52
Share:FacebookLinkedIn
Sources

Our Reports have been cited by:

Trust Badges - Publications that have cited our reports

Key Highlights

  • 68% of crypto users prioritize fast and responsive customer support when choosing platforms
  • 53% of crypto investors have experienced delays in transaction processing
  • 42% of cryptocurrency exchanges lack 24/7 customer support
  • 65% of users would switch platforms due to poor customer service
  • 74% of crypto traders consider platform reliability as crucial for customer experience
  • 55% of crypto users experience difficulty understanding platform interfaces
  • 47% of crypto investors have faced issues with transaction disputes
  • 38% of crypto platforms have inadequate customer authentication processes
  • 62% of users say transparency in fee structures improves their customer experience
  • 49% of crypto platforms provide multilingual support, but only 28% offer round-the-clock service
  • 58% of crypto users report frustration with slow customer service response times
  • 43% of users have abandoned a transaction due to customer support delays
  • 70% of crypto investors want personalized customer support features

In a rapidly evolving crypto landscape where 68% of users demand lightning-fast support and nearly half have abandoned transactions due to delays, delivering exceptional customer experience has become the differentiator that can make or break a platform’s success.

Customer Support and Communication

  • 68% of crypto users prioritize fast and responsive customer support when choosing platforms
  • 42% of cryptocurrency exchanges lack 24/7 customer support
  • 65% of users would switch platforms due to poor customer service
  • 49% of crypto platforms provide multilingual support, but only 28% offer round-the-clock service
  • 58% of crypto users report frustration with slow customer service response times
  • 43% of users have abandoned a transaction due to customer support delays
  • 70% of crypto investors want personalized customer support features
  • 33% of crypto platforms do not have a dedicated customer experience team
  • 46% of users rate mobile app customer support as poor or below average
  • 61% of crypto users express concern over data privacy during customer support interactions
  • 52% of crypto traders want more transparent dispute resolution processes
  • 60% of platforms experience high call volume during market volatility, impacting customer satisfaction
  • 47% of customers prefer live chat support over email when seeking help with transactions
  • 41% of crypto users feel that their concerns are not adequately addressed by support teams
  • 50% of crypto platforms neglect to update users proactively during system outages
  • 31% of users prefer cryptocurrency platforms that provide real-time support updates
  • 69% of crypto users are concerned about the quality of support during high-volume trading periods
  • 29% of surveyed users have experienced unresolved complaints, indicating a gap in customer service
  • 45% of crypto platform users have abandoned an exchange due to poor customer support
  • 41% of crypto firms plan to increase their CX budgets by over 20% in the next year, aiming to improve customer service quality
  • 55% of traders want platforms that offer integrated chat support within their apps
  • 36% of respondents are confident their crypto support team can handle complex issues, indicating room for improvement in training
  • 59% of crypto customers are willing to pay a premium for enhanced customer support, including faster resolutions
  • 48% of platforms experience seasonal increases in customer support queries, impacting response times
  • 42% of crypto users have never contacted support but would do so if the experience was improved, indicating potential for growth in customer engagement
  • 66% of crypto exchanges use customer feedback surveys to improve service, but only 29% act swiftly on the feedback received
  • 54% of respondents prefer support channels that integrate multiple communication methods (chat, email, phone), indicating demand for omnichannel CX
  • 69% of crypto platform users are more likely to stick with a platform that offers proactive support during market downturns
  • 24% of crypto users have experienced misinformation from support teams, affecting their trust levels
  • 50% of crypto platforms do not have dedicated multilingual customer support teams, limiting accessibility
  • 39% of users report difficulty obtaining timely responses to transaction issues, leading to dissatisfaction
  • 56% of users prefer automated support systems that escalate to human agents when needed, balancing efficiency and personalization
  • 45% of crypto traders are interested in live video support options, offering a more personal help experience

Customer Support and Communication Interpretation

Despite 68% of crypto users craving lightning-fast support, the industry's persistent gaps—such as only 42% offering 24/7 service, almost half neglecting timely responses, and over a third lacking dedicated CX teams—highlight that even in a digital gold rush, customer service remains the missing coin in building lasting trust.

Personalization and Educational Resources

  • 59% of users value educational resources provided during customer support interactions

Personalization and Educational Resources Interpretation

With 59% of users valuing educational resources during support, it’s clear that in the crypto world, knowledge isn’t just power—it's the key to trust and long-term loyalty.

Platform Reliability and Security

  • 74% of crypto traders consider platform reliability as crucial for customer experience
  • 38% of crypto platforms have inadequate customer authentication processes
  • 44% of crypto exchanges have implemented multi-factor authentication to improve customer security

Platform Reliability and Security Interpretation

With 74% of traders craving rock-solid platform reliability and nearly half of exchanges still scrambling to bolster security measures like multi-factor authentication, it's clear that the crypto industry must prioritize user trust and security to truly mature.

Regulatory Compliance and Transparency

  • 38% of crypto traders want more transparent trading fee disclosures, impacting trust and customer satisfaction

Regulatory Compliance and Transparency Interpretation

With over a third of crypto traders craving clearer fee disclosures, it's clear that transparency isn’t just good ethics—it's essential for building trust and ensuring the industry’s long-term stability.

User Experience and Satisfaction

  • 53% of crypto investors have experienced delays in transaction processing
  • 55% of crypto users experience difficulty understanding platform interfaces
  • 47% of crypto investors have faced issues with transaction disputes
  • 62% of users say transparency in fee structures improves their customer experience
  • 55% of platforms use AI chatbots to handle customer inquiries, but only 31% report high satisfaction levels
  • 39% of users find self-service FAQ sections helpful, but 21% report they are not comprehensive enough
  • 67% of crypto traders believe that better onboarding experiences can improve overall customer experience
  • 48% of respondents report difficulties in verifying their identity on crypto platforms, impacting CX negatively
  • 54% of crypto platforms depend heavily on automation, which sometimes hampers personalized customer experience
  • 64% of users describe their overall experience with crypto customer service as satisfactory, but only 35% rate it as excellent
  • 26% of users report that language barriers negatively impact their customer experience, even in multilingual platforms
  • 60% of users cite ease of fund withdrawal as a key determinant of their customer experience
  • 41% of users express dissatisfaction with onboarding support processes, highlighting a need for improvement
  • 68% of traders look favorably on platforms with community engagement features, like forums and live chats, improving overall CX

User Experience and Satisfaction Interpretation

Despite over half of crypto investors experiencing transaction delays and interface difficulties, a majority still seek streamlined onboarding and transparent fee structures—highlighting that in the crypto industry, transparency and user-centric onboarding are the key to transforming tentative traders into loyal customers amid automation challenges and multilingual hurdles.

Sources & References