GITNUXREPORT 2025

Customer Experience In The Cyber Security Industry Statistics

Customer support and personalization boost retention, trust, and cybersecurity outcomes.

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

Statistic 1

58% of cybersecurity customers state that personalized service increases their trust in a provider

Statistic 2

63% of cybersecurity customers report that they are more loyal to companies that proactively address their security concerns

Statistic 3

77% of cybersecurity clients trust providers more when they demonstrate consistent, transparent practices

Statistic 4

70% of cybersecurity customers prioritize strong customer support when choosing a provider

Statistic 5

65% of organizations believe that improving customer experience reduces cybersecurity incidents

Statistic 6

80% of cybersecurity firms report that positive customer experience directly influences client retention

Statistic 7

60% of cybersecurity companies have increased investments in customer experience tools over the past year

Statistic 8

45% of cybersecurity service providers believe that poor customer experience hampers their growth

Statistic 9

85% of cybersecurity customers consider ease of onboarding a crucial factor in their decision-making process

Statistic 10

76% of clients feel that quick resolution of cybersecurity issues enhances overall customer satisfaction

Statistic 11

66% of cybersecurity firms track customer experience metrics to improve service delivery

Statistic 12

50% of cybersecurity users report abandoning solutions due to complex user interfaces

Statistic 13

55% of cybersecurity organizations have dedicated customer success teams

Statistic 14

92% of cybersecurity clients are more likely to renew contracts if they experience excellent customer service

Statistic 15

40% of cybersecurity vendors report that customer feedback directly leads to product improvements

Statistic 16

78% of cybersecurity professionals believe that customer experience differentiation is key in a competitive market

Statistic 17

59% of cybersecurity customers expect 24/7 support services from their providers

Statistic 18

47% of organizations say that they would switch cybersecurity providers after just one poor customer experience

Statistic 19

68% of cybersecurity service providers use customer satisfaction scores to evaluate their performance

Statistic 20

82% of cybersecurity customers are willing to pay more for better CX

Statistic 21

61% of cybersecurity firms offer customized onboarding experiences to improve customer satisfaction

Statistic 22

69% of cybersecurity clients value transparency and communication in their service providers

Statistic 23

52% of cybersecurity organizations believe their customer experience needs significant enhancement

Statistic 24

81% of cybersecurity professionals agree that user education improves overall CX

Statistic 25

37% of organizations have experienced increased demand for personalized customer portals in cybersecurity

Statistic 26

74% of cybersecurity customers expect seamless integration of support channels

Statistic 27

64% of cybersecurity providers monitor customer feedback on social media

Statistic 28

79% of cybersecurity companies have improved their user dashboards in response to customer feedback

Statistic 29

57% of cybersecurity organizations report challenges in maintaining consistent CX across different regions

Statistic 30

48% of cybersecurity vendors see customer onboarding as an opportunity for CX improvement

Statistic 31

83% of cybersecurity clients state that clear communication during incidents reduces anxiety

Statistic 32

50% of cybersecurity firms plan to increase their investment in customer experience technology by 2025

Statistic 33

86% of cybersecurity customers appreciate proactive threat alerts from their providers

Statistic 34

44% of cybersecurity organizations believe that improving CX can directly reduce support costs

Statistic 35

71% of cybersecurity organizations use customer journey mapping to enhance CX

Statistic 36

55% of cybersecurity vendors incorporate customer feedback into product roadmaps

Statistic 37

62% of organizations say that high-quality customer service influences their cybersecurity purchase decisions

Statistic 38

80% of cybersecurity clients expect user-friendly security dashboards

Statistic 39

49% of cybersecurity providers see training and user education as a key component of CX

Statistic 40

67% of cybersecurity firms report that digital self-service options enhance CX

Statistic 41

84% of cybersecurity clients believe that personalized support improves satisfaction

Statistic 42

53% of cybersecurity organizations focus on reducing resolution times to boost CX

Statistic 43

70% of cybersecurity customers rate instant incident updates as critical for a positive CX

Statistic 44

78% of cybersecurity providers tailor their communication based on customer preferences

Statistic 45

77% of organizations report that updated and intuitive training resources improve their CX

Statistic 46

69% of cybersecurity firms measure the success of service delivery through customer satisfaction scores

Statistic 47

85% of cybersecurity users are more likely to recommend providers with high CX ratings

Statistic 48

65% of cybersecurity clients value confidentiality and data privacy in their support interactions

Statistic 49

72% of cybersecurity clients prefer real-time support when dealing with security issues

Statistic 50

73% of cybersecurity providers are investing in AI-driven customer support tools

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Sources

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Key Highlights

70% of cybersecurity customers prioritize strong customer support when choosing a provider
65% of organizations believe that improving customer experience reduces cybersecurity incidents
80% of cybersecurity firms report that positive customer experience directly influences client retention
58% of cybersecurity customers state that personalized service increases their trust in a provider
60% of cybersecurity companies have increased investments in customer experience tools over the past year
72% of cybersecurity clients prefer real-time support when dealing with security issues
45% of cybersecurity service providers believe that poor customer experience hampers their growth
85% of cybersecurity customers consider ease of onboarding a crucial factor in their decision-making process
76% of clients feel that quick resolution of cybersecurity issues enhances overall customer satisfaction
66% of cybersecurity firms track customer experience metrics to improve service delivery
50% of cybersecurity users report abandoning solutions due to complex user interfaces
55% of cybersecurity organizations have dedicated customer success teams
92% of cybersecurity clients are more likely to renew contracts if they experience excellent customer service

In an industry where trust is paramount, cybersecurity firms are unlocking new competitive advantages by prioritizing customer experience, with 70% of clients valuing strong support and a remarkable 86% eager to recommend providers who excel in service—highlighting that great CX is no longer optional but essential for success.

Customer Loyalty and Trust

58% of cybersecurity customers state that personalized service increases their trust in a provider
63% of cybersecurity customers report that they are more loyal to companies that proactively address their security concerns
77% of cybersecurity clients trust providers more when they demonstrate consistent, transparent practices

Customer Loyalty and Trust Interpretation

In the high-stakes realm of cyber security, personalization, proactive measures, and unwavering transparency aren't just perks—they're the digital armor that transforms hesitant clients into loyal defenders of your brand.

Customer Satisfaction and Experience

70% of cybersecurity customers prioritize strong customer support when choosing a provider
65% of organizations believe that improving customer experience reduces cybersecurity incidents
80% of cybersecurity firms report that positive customer experience directly influences client retention
60% of cybersecurity companies have increased investments in customer experience tools over the past year
45% of cybersecurity service providers believe that poor customer experience hampers their growth
85% of cybersecurity customers consider ease of onboarding a crucial factor in their decision-making process
76% of clients feel that quick resolution of cybersecurity issues enhances overall customer satisfaction
66% of cybersecurity firms track customer experience metrics to improve service delivery
50% of cybersecurity users report abandoning solutions due to complex user interfaces
55% of cybersecurity organizations have dedicated customer success teams
92% of cybersecurity clients are more likely to renew contracts if they experience excellent customer service
40% of cybersecurity vendors report that customer feedback directly leads to product improvements
78% of cybersecurity professionals believe that customer experience differentiation is key in a competitive market
59% of cybersecurity customers expect 24/7 support services from their providers
47% of organizations say that they would switch cybersecurity providers after just one poor customer experience
68% of cybersecurity service providers use customer satisfaction scores to evaluate their performance
82% of cybersecurity customers are willing to pay more for better CX
61% of cybersecurity firms offer customized onboarding experiences to improve customer satisfaction
69% of cybersecurity clients value transparency and communication in their service providers
52% of cybersecurity organizations believe their customer experience needs significant enhancement
81% of cybersecurity professionals agree that user education improves overall CX
37% of organizations have experienced increased demand for personalized customer portals in cybersecurity
74% of cybersecurity customers expect seamless integration of support channels
64% of cybersecurity providers monitor customer feedback on social media
79% of cybersecurity companies have improved their user dashboards in response to customer feedback
57% of cybersecurity organizations report challenges in maintaining consistent CX across different regions
48% of cybersecurity vendors see customer onboarding as an opportunity for CX improvement
83% of cybersecurity clients state that clear communication during incidents reduces anxiety
50% of cybersecurity firms plan to increase their investment in customer experience technology by 2025
86% of cybersecurity customers appreciate proactive threat alerts from their providers
44% of cybersecurity organizations believe that improving CX can directly reduce support costs
71% of cybersecurity organizations use customer journey mapping to enhance CX
55% of cybersecurity vendors incorporate customer feedback into product roadmaps
62% of organizations say that high-quality customer service influences their cybersecurity purchase decisions
80% of cybersecurity clients expect user-friendly security dashboards
49% of cybersecurity providers see training and user education as a key component of CX
67% of cybersecurity firms report that digital self-service options enhance CX
84% of cybersecurity clients believe that personalized support improves satisfaction
53% of cybersecurity organizations focus on reducing resolution times to boost CX
70% of cybersecurity customers rate instant incident updates as critical for a positive CX
78% of cybersecurity providers tailor their communication based on customer preferences
77% of organizations report that updated and intuitive training resources improve their CX
69% of cybersecurity firms measure the success of service delivery through customer satisfaction scores
85% of cybersecurity users are more likely to recommend providers with high CX ratings

Customer Satisfaction and Experience Interpretation

In an industry where trust is paramount, cybersecurity providers are learning that investing in stellar customer experience is not just good service—it's the key to reducing threats, retaining clients, and staying competitive in a landscape where 92% of customers are willing to renew contracts for excellent support, yet nearly half struggle with complex interfaces and inconsistent regional service.

Security and Compliance

65% of cybersecurity clients value confidentiality and data privacy in their support interactions

Security and Compliance Interpretation

With 65% of cybersecurity clients prioritizing confidentiality and data privacy in support, the industry must recognize that safeguarding trust is not just good practice—it's the foundation of effective defense.

Service Quality and Responsiveness

72% of cybersecurity clients prefer real-time support when dealing with security issues

Service Quality and Responsiveness Interpretation

With 72% of cybersecurity clients favoring real-time support, it’s clear that in the digital age, timely assistance isn't just a luxury—it's the new benchmark for trust and effectiveness in cybersecurity.

Technology and Innovation

73% of cybersecurity providers are investing in AI-driven customer support tools

Technology and Innovation Interpretation

With 73% of cybersecurity providers investing in AI-driven customer support, it seems the industry recognizes that even the best firewalls need a smart assistant to address user concerns before they become breaches.