GITNUXREPORT 2025

Customer Experience In The Cybersecurity Industry Statistics

Customer-focused cybersecurity boosts trust, loyalty, retention, and reduces breaches.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

45% of cybersecurity breaches originate from targeted phishing attacks, with poor customer education as a significant factor

Statistic 2

78% of consumers say they have stopped doing business with a company due to poor customer experience in cybersecurity incidents

Statistic 3

64% of cybersecurity companies believe customer experience directly impacts their brand loyalty

Statistic 4

65% of users report feeling more confident in companies that have transparent cybersecurity practices

Statistic 5

80% of organizations say improved cybersecurity customer experience increases retention

Statistic 6

81% of customers would switch to a competitor if they experienced repeated security issues

Statistic 7

60% of organizations report an increase in customer satisfaction following integrated cybersecurity and CX strategies

Statistic 8

57% of users find easily accessible cybersecurity information reassuring

Statistic 9

70% of organizations report higher levels of customer trust after implementing UX improvements in cybersecurity portals

Statistic 10

55% of customers would be more willing to pay a premium for secure digital services

Statistic 11

74% of companies feel that integrating cybersecurity awareness into CX initiatives boosts overall trust

Statistic 12

56% of users say that quick and clear cybersecurity incident communication increases their trust

Statistic 13

52% of cybersecurity clients prefer personalized communication during incident resolution

Statistic 14

70% of customers expect real-time updates during a cybersecurity breach

Statistic 15

58% of consumers have experienced frustration due to complex authentication processes

Statistic 16

55% of companies believe that customer feedback on cybersecurity needs to be integrated into product development

Statistic 17

84% of consumers expect cybersecurity to be a part of the overall customer experience

Statistic 18

67% of organizations that improve cybersecurity customer experience see a measurable increase in customer satisfaction

Statistic 19

43% of users worry about their data privacy more after a cybersecurity breach

Statistic 20

61% of consumers are more likely to stay loyal to a company that takes immediate action after a data breach

Statistic 21

73% of cybersecurity vendors report that customer experience improvements drive upselling opportunities

Statistic 22

66% of users abandon online transactions if they face poor cybersecurity indicators

Statistic 23

78% of cybersecurity organizations use customer feedback to refine their incident response procedures

Statistic 24

71% of customers feel more secure when companies communicate clearly about their cybersecurity measures

Statistic 25

59% of organizations have seen a decrease in customer complaints after improving cybersecurity communication strategies

Statistic 26

62% of organizations believe cybersecurity resilience is enhanced by good customer experience design

Statistic 27

55% of cybersecurity service providers see customer experience as a differentiator in a competitive market

Statistic 28

79% of IT leaders agree that customer trust is directly linked to effective cybersecurity practices

Statistic 29

64% of consumers believe that their data should be protected before offering it to a company, and 58% expect ongoing transparency

Statistic 30

74% of cybersecurity vendors believe enhanced user experience correlates with reduced breach risks

Statistic 31

42% of consumers prioritize data security features when choosing online services

Statistic 32

73% of organizations feel that customer experience impacts their ability to comply with cybersecurity regulations

Statistic 33

65% of cybersecurity teams state that customer feedback helps reduce incident response time

Statistic 34

59% of consumers want to see clear communication about cybersecurity policies before sharing personal data

Statistic 35

61% of users prefer to receive security alerts via their preferred communication channel

Statistic 36

75% of organizations cite that improving customer experience in cybersecurity leads to better risk management

Statistic 37

68% of respondents in a survey believe that cybersecurity fatigue reduces effectiveness of security protocols, impacting customer experience

Statistic 38

77% of cybersecurity vendors claim that a user-friendly interface reduces support calls and enhances CX

Statistic 39

54% of enterprises have increased their customer engagement efforts following cybersecurity incidents

Statistic 40

69% of customers would prefer self-service options for cybersecurity issue resolution

Statistic 41

63% of organizations incorporate behavioral analytics to better understand customer cybersecurity concerns

Statistic 42

47% of users want multi-channel support for cybersecurity concerns to improve overall experience

Statistic 43

60% of cybersecurity professionals believe that developing a cybersecurity-centric customer journey enhances brand reputation

Statistic 44

76% of cybersecurity incidents could be mitigated by better user training and customer engagement

Statistic 45

72% of users prefer multi-factor authentication over single-factor methods

Statistic 46

69% of cybersecurity breaches are caused by human error, emphasizing the importance of customer and employee training

Statistic 47

69% of enterprises are investing in AI-powered customer service tools to handle cybersecurity inquiries more efficiently

Statistic 48

68% of companies use customer experience data to improve cybersecurity policies

Statistic 49

50% of organizations plan to increase investment in customer-centric cybersecurity solutions in the next year

Statistic 50

81% of organizations plan to adopt more customer-centric cybersecurity frameworks within the next 2 years

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Sources

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Key Highlights

78% of consumers say they have stopped doing business with a company due to poor customer experience in cybersecurity incidents
64% of cybersecurity companies believe customer experience directly impacts their brand loyalty
52% of cybersecurity clients prefer personalized communication during incident resolution
70% of customers expect real-time updates during a cybersecurity breach
65% of users report feeling more confident in companies that have transparent cybersecurity practices
80% of organizations say improved cybersecurity customer experience increases retention
58% of consumers have experienced frustration due to complex authentication processes
76% of cybersecurity incidents could be mitigated by better user training and customer engagement
55% of companies believe that customer feedback on cybersecurity needs to be integrated into product development
72% of users prefer multi-factor authentication over single-factor methods
84% of consumers expect cybersecurity to be a part of the overall customer experience
67% of organizations that improve cybersecurity customer experience see a measurable increase in customer satisfaction
69% of cybersecurity breaches are caused by human error, emphasizing the importance of customer and employee training

In an era where 78% of consumers abandon businesses over poor cybersecurity experiences, the race to improve customer experience in the cybersecurity industry has become a crucial battleground for brand loyalty and long-term success.

Challenges and Barriers in Cybersecurity

45% of cybersecurity breaches originate from targeted phishing attacks, with poor customer education as a significant factor

Challenges and Barriers in Cybersecurity Interpretation

Nearly half of cybersecurity breaches stem from targeted phishing attacks, revealing that in the digital age, the greatest vulnerability often lies in our own inboxes due to inadequate customer education.

Customer Confidence and Loyalty Factors

78% of consumers say they have stopped doing business with a company due to poor customer experience in cybersecurity incidents
64% of cybersecurity companies believe customer experience directly impacts their brand loyalty
65% of users report feeling more confident in companies that have transparent cybersecurity practices
80% of organizations say improved cybersecurity customer experience increases retention
81% of customers would switch to a competitor if they experienced repeated security issues
60% of organizations report an increase in customer satisfaction following integrated cybersecurity and CX strategies
57% of users find easily accessible cybersecurity information reassuring
70% of organizations report higher levels of customer trust after implementing UX improvements in cybersecurity portals
55% of customers would be more willing to pay a premium for secure digital services
74% of companies feel that integrating cybersecurity awareness into CX initiatives boosts overall trust
56% of users say that quick and clear cybersecurity incident communication increases their trust

Customer Confidence and Loyalty Factors Interpretation

In an era where a single cybersecurity lapse can make 78% of consumers walk away, integrating seamless and transparent security measures into customer experience isn't just good practice—it's essential for brand loyalty, trust, and even premium pricing.

Customer Perceptions and Expectations

52% of cybersecurity clients prefer personalized communication during incident resolution
70% of customers expect real-time updates during a cybersecurity breach
58% of consumers have experienced frustration due to complex authentication processes
55% of companies believe that customer feedback on cybersecurity needs to be integrated into product development
84% of consumers expect cybersecurity to be a part of the overall customer experience
67% of organizations that improve cybersecurity customer experience see a measurable increase in customer satisfaction
43% of users worry about their data privacy more after a cybersecurity breach
61% of consumers are more likely to stay loyal to a company that takes immediate action after a data breach
73% of cybersecurity vendors report that customer experience improvements drive upselling opportunities
66% of users abandon online transactions if they face poor cybersecurity indicators
78% of cybersecurity organizations use customer feedback to refine their incident response procedures
71% of customers feel more secure when companies communicate clearly about their cybersecurity measures
59% of organizations have seen a decrease in customer complaints after improving cybersecurity communication strategies
62% of organizations believe cybersecurity resilience is enhanced by good customer experience design
55% of cybersecurity service providers see customer experience as a differentiator in a competitive market
79% of IT leaders agree that customer trust is directly linked to effective cybersecurity practices
64% of consumers believe that their data should be protected before offering it to a company, and 58% expect ongoing transparency
74% of cybersecurity vendors believe enhanced user experience correlates with reduced breach risks
42% of consumers prioritize data security features when choosing online services
73% of organizations feel that customer experience impacts their ability to comply with cybersecurity regulations
65% of cybersecurity teams state that customer feedback helps reduce incident response time
59% of consumers want to see clear communication about cybersecurity policies before sharing personal data
61% of users prefer to receive security alerts via their preferred communication channel
75% of organizations cite that improving customer experience in cybersecurity leads to better risk management
68% of respondents in a survey believe that cybersecurity fatigue reduces effectiveness of security protocols, impacting customer experience
77% of cybersecurity vendors claim that a user-friendly interface reduces support calls and enhances CX
54% of enterprises have increased their customer engagement efforts following cybersecurity incidents
69% of customers would prefer self-service options for cybersecurity issue resolution
63% of organizations incorporate behavioral analytics to better understand customer cybersecurity concerns
47% of users want multi-channel support for cybersecurity concerns to improve overall experience
60% of cybersecurity professionals believe that developing a cybersecurity-centric customer journey enhances brand reputation

Customer Perceptions and Expectations Interpretation

In an era where over half of cybersecurity clients crave personalized, real-time updates and a seamless experience, it’s clear that Fortune favors the well-communicated and user-friendly—because when cybersecurity becomes part of the customer journey, trust soars, loyalty deepens, and breaches are less likely to breach the bottom line.

Cybersecurity Practices and Technologies

76% of cybersecurity incidents could be mitigated by better user training and customer engagement
72% of users prefer multi-factor authentication over single-factor methods
69% of cybersecurity breaches are caused by human error, emphasizing the importance of customer and employee training
69% of enterprises are investing in AI-powered customer service tools to handle cybersecurity inquiries more efficiently
68% of companies use customer experience data to improve cybersecurity policies

Cybersecurity Practices and Technologies Interpretation

These statistics underscore a compelling paradox: while the cybersecurity industry invests heavily in AI and policies to enhance defenses, ultimately, empowering users through better training and multi-factor authentication remains the frontline strategy for preventing breaches caused by human error.

Organizational Security Strategies and Investments

50% of organizations plan to increase investment in customer-centric cybersecurity solutions in the next year
81% of organizations plan to adopt more customer-centric cybersecurity frameworks within the next 2 years

Organizational Security Strategies and Investments Interpretation

As cybersecurity increasingly shifts from a fortress to a friendly frontier, nearly half of organizations are betting on customer-centric solutions to guard their digital gates—and within two years, four out of five will likely have made the same strategic pivot.