GITNUXREPORT 2025

Customer Experience In The Define Industry Statistics

Exceptional customer experience boosts loyalty, revenue, and competitive advantage significantly.

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

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

Statistic 2

73% of customers say a friendly, welcoming staff is their most important factor in customer experience

Statistic 3

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

Statistic 4

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

Statistic 5

70% of customer experience professionals say their companies are not delivering the experience customers want

Statistic 6

54% of consumers say customer experience has a bigger impact on their purchase decisions than price or product

Statistic 7

62% of consumers feel companies need to do a better job of delivering consistent customer experience across channels

Statistic 8

85% of customer interactions will be managed without human agents by 2025, thanks to AI and automation

Statistic 9

90% of Americans consider customer service an important factor in their brand loyalty

Statistic 10

83% of business-to-business buyers say they are more likely to purchase from a vendor that provides excellent customer experience

Statistic 11

47% of consumers say they’re willing to pay more for a better customer experience

Statistic 12

67% of consumers have higher expectations for real-time support

Statistic 13

65% of consumers feel that companies need to improve their digital customer service channels

Statistic 14

77% of consumers are more loyal to brands that personalize their experiences

Statistic 15

59% of consumers say that personalized support influences their brand loyalty

Statistic 16

43% of customers want to be able to resolve most issues on their own through self-service channels

Statistic 17

68% of consumers expect companies to understand their needs and preferences better than before

Statistic 18

92% of customers expect brands to offer consistent service regardless of how they interact

Statistic 19

70% of customers say their experience with a company influences their future purchase decisions

Statistic 20

49% of consumers say their expectations for customer service are higher than last year

Statistic 21

76% of customers expect companies to proactively address issues before they become problems

Statistic 22

65% of consumers feel that AI and automation improve their overall customer experience

Statistic 23

59% of consumers prefer to communicate with brands via messaging apps over phone calls or emails

Statistic 24

85% of consumers expect companies to make it easy to contact customer support

Statistic 25

79% of consumers say they are more likely to do business with a company that offers easy returns

Statistic 26

88% of consumers say that fast response times positively impact their customer experience

Statistic 27

69% of consumers say they would switch to a competitor if a company failed to resolve their issue promptly

Statistic 28

77% of consumers are willing to pay more for a better brand experience

Statistic 29

90% of customers say that a seamless customer experience across all channels influences their loyalty

Statistic 30

49% of consumers say their expectations for personalization have increased over the last year

Statistic 31

63% of consumers report they are more likely to stay loyal to brands that provide personalized recommendations

Statistic 32

74% of consumers prefer to shop from brands that offer personalized experiences

Statistic 33

88% of consumers say that accessing their preferred customer service channel leads to a better experience

Statistic 34

70% of customers say companies should utilize AI to better understand their needs

Statistic 35

84% of customers believe that brands should respond to online reviews, positive or negative, within 24 hours

Statistic 36

72% of consumers want more personalized communication from brands

Statistic 37

78% of consumers say their loyalty is driven by how well companies listen and respond

Statistic 38

Companies that provide excellent customer experience see a 17% increased revenue

Statistic 39

89% of companies now compete primarily on customer experience

Statistic 40

67% of consumers say bad customer service is the main reason they stop doing business with a brand

Statistic 41

72% of customers will share a positive experience with six or more people

Statistic 42

56% of consumers have abandoned a purchase due to poor customer service

Statistic 43

78% of customers have ended a business relationship because of poor customer experience

Statistic 44

80% of consumers say they switch brands due to poor customer service

Statistic 45

53% of customers are likely to switch to a competitor after a bad experience

Statistic 46

95% of customer interactions influence whether customers trust a brand

Statistic 47

74% of customers are frustrated when they have to repeat information across multiple channels

Statistic 48

54% of consumers are discouraged from making a purchase after a poor experience

Statistic 49

82% of companies agree that customer experience is a competitive differentiator

Statistic 50

66% of consumers say their loyalty is driven by positive customer service experiences

Statistic 51

51% of customers say they have had a poor experience due to unhelpful or unfriendly staff

Statistic 52

80% of customers have already stopped doing business with a company due to poor customer service

Statistic 53

60% of loyal customers will recommend a brand after a positive experience

Statistic 54

61% of consumers say they are unlikely to do business with a company again after just one bad experience

Statistic 55

75% of consumers expect companies to use their personal data to create more tailored experiences

Statistic 56

83% of customers are willing to share their data for a better, more personalized experience

Statistic 57

69% of consumers are more likely to trust brands that communicate transparently about data usage

Statistic 58

58% of consumers are willing to share their data if it results in more relevant experiences

Slide 1 of 58

Sources

Our Reports have been cited by:

Trust Badges - Publications that have cited our reports

Key Highlights

86% of buyers are willing to pay more for a better customer experience
73% of customers say a friendly, welcoming staff is their most important factor in customer experience
58% of consumers have higher expectations for customer service than they did a year ago
Companies that provide excellent customer experience see a 17% increased revenue
80% of customers have already stopped doing business with a company due to poor customer service
89% of companies now compete primarily on customer experience
60% of loyal customers will recommend a brand after a positive experience
91% of customers are more likely to shop with brands that recognize, remember, and provide relevant offers and recommendations
70% of customer experience professionals say their companies are not delivering the experience customers want
54% of consumers say customer experience has a bigger impact on their purchase decisions than price or product
67% of consumers say bad customer service is the main reason they stop doing business with a brand
72% of customers will share a positive experience with six or more people
75% of consumers expect companies to use their personal data to create more tailored experiences

With 86% of buyers willing to pay more for a superior customer experience and 89% of companies now competing primarily on CX, it’s clear that in the Define industry, delivering exceptional, personalized, and seamless interactions is no longer optional—it’s essential for staying ahead.

Customer Expectations and Preferences

86% of buyers are willing to pay more for a better customer experience
73% of customers say a friendly, welcoming staff is their most important factor in customer experience
58% of consumers have higher expectations for customer service than they did a year ago
91% of customers are more likely to shop with brands that recognize, remember, and provide relevant offers and recommendations
70% of customer experience professionals say their companies are not delivering the experience customers want
54% of consumers say customer experience has a bigger impact on their purchase decisions than price or product
62% of consumers feel companies need to do a better job of delivering consistent customer experience across channels
85% of customer interactions will be managed without human agents by 2025, thanks to AI and automation
90% of Americans consider customer service an important factor in their brand loyalty
83% of business-to-business buyers say they are more likely to purchase from a vendor that provides excellent customer experience
47% of consumers say they’re willing to pay more for a better customer experience
67% of consumers have higher expectations for real-time support
65% of consumers feel that companies need to improve their digital customer service channels
77% of consumers are more loyal to brands that personalize their experiences
59% of consumers say that personalized support influences their brand loyalty
43% of customers want to be able to resolve most issues on their own through self-service channels
68% of consumers expect companies to understand their needs and preferences better than before
92% of customers expect brands to offer consistent service regardless of how they interact
70% of customers say their experience with a company influences their future purchase decisions
49% of consumers say their expectations for customer service are higher than last year
76% of customers expect companies to proactively address issues before they become problems
65% of consumers feel that AI and automation improve their overall customer experience
59% of consumers prefer to communicate with brands via messaging apps over phone calls or emails
85% of consumers expect companies to make it easy to contact customer support
79% of consumers say they are more likely to do business with a company that offers easy returns
88% of consumers say that fast response times positively impact their customer experience
69% of consumers say they would switch to a competitor if a company failed to resolve their issue promptly
77% of consumers are willing to pay more for a better brand experience
90% of customers say that a seamless customer experience across all channels influences their loyalty
49% of consumers say their expectations for personalization have increased over the last year
63% of consumers report they are more likely to stay loyal to brands that provide personalized recommendations
74% of consumers prefer to shop from brands that offer personalized experiences
88% of consumers say that accessing their preferred customer service channel leads to a better experience
70% of customers say companies should utilize AI to better understand their needs
84% of customers believe that brands should respond to online reviews, positive or negative, within 24 hours
72% of consumers want more personalized communication from brands
78% of consumers say their loyalty is driven by how well companies listen and respond

Customer Expectations and Preferences Interpretation

In an era where 86% of buyers are willing to pay more for a stellar experience, brands must listen, personalize, and innovate—lest they find themselves losing customers to competitors who do it better and faster, especially as 90% anticipate AI-powered interactions to become the norm by 2025.

Customer Experience and Service Quality

Companies that provide excellent customer experience see a 17% increased revenue
89% of companies now compete primarily on customer experience
67% of consumers say bad customer service is the main reason they stop doing business with a brand
72% of customers will share a positive experience with six or more people
56% of consumers have abandoned a purchase due to poor customer service
78% of customers have ended a business relationship because of poor customer experience
80% of consumers say they switch brands due to poor customer service
53% of customers are likely to switch to a competitor after a bad experience
95% of customer interactions influence whether customers trust a brand
74% of customers are frustrated when they have to repeat information across multiple channels
54% of consumers are discouraged from making a purchase after a poor experience
82% of companies agree that customer experience is a competitive differentiator
66% of consumers say their loyalty is driven by positive customer service experiences
51% of customers say they have had a poor experience due to unhelpful or unfriendly staff

Customer Experience and Service Quality Interpretation

In today's define industry, where 89% of companies compete on customer experience, a stellar service isn't just a nicety but the 17% revenue boost that keeps brands from becoming just another abandoned purchase or bitter regret—and frankly, in a landscape where 78% end relationships over bad experiences, delivering excellence isn't optional; it’s the ultimate competitive differentiator.

Customer Loyalty and Retention

80% of customers have already stopped doing business with a company due to poor customer service
60% of loyal customers will recommend a brand after a positive experience
61% of consumers say they are unlikely to do business with a company again after just one bad experience

Customer Loyalty and Retention Interpretation

These statistics underscore that in today’s competitive market, poor service can drive away the majority of customers permanently, while one positive experience can turn loyal patrons into brand ambassadors—but even a single bad day can seal your company's fate.

Digital Engagement and Data Privacy

75% of consumers expect companies to use their personal data to create more tailored experiences
83% of customers are willing to share their data for a better, more personalized experience
69% of consumers are more likely to trust brands that communicate transparently about data usage
58% of consumers are willing to share their data if it results in more relevant experiences

Digital Engagement and Data Privacy Interpretation

With nearly four out of five consumers eager to share their data for personalized experiences, brands that prioritize transparency and trust can turn data into a diplomatic asset rather than a digital dilemma.