GITNUXREPORT 2025

Customer Experience In The Customer Service Industry Statistics

Customer experience greatly influences loyalty, revenue, and purchasing decisions across industries.

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 buyers are willing to pay more for a better customer experience

Statistic 2

46% of consumers have more expectations from customer service now than they did a year ago

Statistic 3

76% of consumers expect companies to understand their needs and expectations

Statistic 4

69% of customers say they have higher expectations for customer service now than they did a year ago

Statistic 5

55% of customers are willing to pay more for a better customer experience

Statistic 6

50% of customers expect a response from a company within 4 hours

Statistic 7

70% of customers expect consistent, high-quality service across all channels

Statistic 8

68% of customers say that friendly service is crucial to their customer experience

Statistic 9

60% of consumers have higher expectations for customer service now compared to last year

Statistic 10

63% of consumers will pay more for a better customer experience

Statistic 11

87% of customers think brands need to accelerate digital initiatives to meet expectations

Statistic 12

65% of consumers feel that companies should be available 24/7 for support

Statistic 13

62% of consumers expect companies to personalize their interactions

Statistic 14

54% of consumers want to see consistency in brand communication

Statistic 15

89% of companies believe customer experience is their primary differentiator

Statistic 16

88% of marketers report that improving customer experience is their top priority

Statistic 17

84% of companies that deliver better customer service see an increase in revenue

Statistic 18

73% of consumers say friendly service representatives can make them fall in love with a brand

Statistic 19

91% of consumers are more likely to shop with brands that recognize, remember, and provide relevant offers and recommendations

Statistic 20

65% of customers say that a positive customer service experience is the most influential factor in brand loyalty

Statistic 21

51% of customers will never do business with a company again after a poor experience

Statistic 22

52% of consumers say that a quick resolution to their issue impacts their customer satisfaction

Statistic 23

77% of customers consider a positive service experience as a key factor in brand loyalty

Statistic 24

61% of customers say a company's mistake can be forgiven if the company responds quickly and effectively

Statistic 25

80% of customers indicate that speed of resolution significantly impacts their satisfaction levels

Statistic 26

79% of consumers are more loyal to brands that recognize their preferences and history

Statistic 27

74% of consumers believe that companies should invest more in customer experience

Statistic 28

82% of customers trust a company more when they offer personalized experiences

Statistic 29

81% of customers trust recommendations from friends and family over all other forms of advertising

Statistic 30

83% of consumers would recommend a brand after a positive customer service experience

Statistic 31

72% of consumers say they are likely to share a negative experience with others, which can damage a brand's reputation

Statistic 32

70% of customers say they have spent more money to do business with a company that provides excellent customer service

Statistic 33

78% of customers have abandoned a transaction because of poor service

Statistic 34

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

Statistic 35

58% of consumers have stopped doing business with a company because of a poor customer service experience

Statistic 36

80% of consumers switch brands due to poor service experience

Statistic 37

92% of consumers are more likely to make repeat purchases from brands that they have had a good customer service experience with

Statistic 38

56% of consumers have stopped using a brand due to poor customer service

Statistic 39

74% of customers say that their experience with a company influences their purchasing decisions

Statistic 40

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

Statistic 41

57% of customers would choose to buy from a competitor after a bad customer service experience

Statistic 42

45% of customers have abandoned a purchase due to a poor customer service experience

Statistic 43

78% of consumers say they have been influenced by the quality of customer service when making purchasing decisions

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Key Highlights

86% of buyers are willing to pay more for a better customer experience
70% of customers say they have spent more money to do business with a company that provides excellent customer service
78% of customers have abandoned a transaction because of poor service
60% of customers have stopped doing business with a company due to poor customer service
46% of consumers have more expectations from customer service now than they did a year ago
84% of companies that deliver better customer service see an increase in revenue
73% of consumers say friendly service representatives can make them fall in love with a brand
58% of consumers have stopped doing business with a company because of a poor customer service experience
91% of consumers are more likely to shop with brands that recognize, remember, and provide relevant offers and recommendations
82% of customers trust a company more when they offer personalized experiences
76% of consumers expect companies to understand their needs and expectations
69% of customers say they have higher expectations for customer service now than they did a year ago
55% of customers are willing to pay more for a better customer experience

Did you know that 86% of buyers are willing to pay more for a better customer experience, highlighting that exceptional service is now the biggest differentiator in the fiercely competitive customer service industry?

Customer Expectations and Preferences

86% of buyers are willing to pay more for a better customer experience
46% of consumers have more expectations from customer service now than they did a year ago
76% of consumers expect companies to understand their needs and expectations
69% of customers say they have higher expectations for customer service now than they did a year ago
55% of customers are willing to pay more for a better customer experience
50% of customers expect a response from a company within 4 hours
70% of customers expect consistent, high-quality service across all channels
68% of customers say that friendly service is crucial to their customer experience
60% of consumers have higher expectations for customer service now compared to last year
63% of consumers will pay more for a better customer experience
87% of customers think brands need to accelerate digital initiatives to meet expectations
65% of consumers feel that companies should be available 24/7 for support
62% of consumers expect companies to personalize their interactions
54% of consumers want to see consistency in brand communication

Customer Expectations and Preferences Interpretation

In an era where nearly nine out of ten customers are willing to pay a premium for a seamless, personalized, and lightning-fast experience, it’s clear that brands must not only elevate their customer service standards but do so consistently across all channels—lest they risk losing loyalty to those who do.

Customer Experience and Service Quality

89% of companies believe customer experience is their primary differentiator
88% of marketers report that improving customer experience is their top priority

Customer Experience and Service Quality Interpretation

With 89% of companies citing customer experience as their key differentiator and 88% of marketers prioritizing its improvement, it's clear that in today's competitive landscape, exceptional service isn't just a bonus—it's the new business edge.

Customer Satisfaction and Loyalty

84% of companies that deliver better customer service see an increase in revenue
73% of consumers say friendly service representatives can make them fall in love with a brand
91% of consumers are more likely to shop with brands that recognize, remember, and provide relevant offers and recommendations
65% of customers say that a positive customer service experience is the most influential factor in brand loyalty
51% of customers will never do business with a company again after a poor experience
52% of consumers say that a quick resolution to their issue impacts their customer satisfaction
77% of customers consider a positive service experience as a key factor in brand loyalty
61% of customers say a company's mistake can be forgiven if the company responds quickly and effectively
80% of customers indicate that speed of resolution significantly impacts their satisfaction levels
79% of consumers are more loyal to brands that recognize their preferences and history
74% of consumers believe that companies should invest more in customer experience

Customer Satisfaction and Loyalty Interpretation

In the competitive world of customer service, it’s clear that a friendly, personalized, and swift response isn’t just good manners—it’s directly steering the wheel of revenue, loyalty, and brand love—making investment in customer experience less of a choice and more of a necessity.

Customer Trust and Recommendations

82% of customers trust a company more when they offer personalized experiences
81% of customers trust recommendations from friends and family over all other forms of advertising
83% of consumers would recommend a brand after a positive customer service experience
72% of consumers say they are likely to share a negative experience with others, which can damage a brand's reputation

Customer Trust and Recommendations Interpretation

In an era where personalized service builds trust and word-of-mouth reigns supreme, businesses must master the art of delightful customer experiences—or face the risk of damage from a single negative review echoing louder than a thousand good ones.

Impact of Customer Service on Purchase Behavior

70% of customers say they have spent more money to do business with a company that provides excellent customer service
78% of customers have abandoned a transaction because of poor service
60% of customers have stopped doing business with a company due to poor customer service
58% of consumers have stopped doing business with a company because of a poor customer service experience
80% of consumers switch brands due to poor service experience
92% of consumers are more likely to make repeat purchases from brands that they have had a good customer service experience with
56% of consumers have stopped using a brand due to poor customer service
74% of customers say that their experience with a company influences their purchasing decisions
93% of customers are likely to make repeat purchases with companies that offer excellent customer service
57% of customers would choose to buy from a competitor after a bad customer service experience
45% of customers have abandoned a purchase due to a poor customer service experience
78% of consumers say they have been influenced by the quality of customer service when making purchasing decisions

Impact of Customer Service on Purchase Behavior Interpretation

In a marketplace where 92% of consumers favor brands that deliver stellar service, it's clear that investing in customer experience isn't just good ethics—it's the smart money's way of keeping customers, while neglecting it costs brands dearly in lost sales and loyalty.