GITNUXREPORT 2025

Customer Experience In The Diamond Industry Statistics

Enhanced digital engagement and transparency drive customer loyalty in diamond industry.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

68% of millennial diamond buyers consider transparency about sourcing vital to their buying decision

Statistic 2

62% of customers prefer purchasing from brands that demonstrate sustainable and ethically sourced diamonds

Statistic 3

45% of diamond buyers consider online reviews crucial in their decision to buy from a particular retailer

Statistic 4

35% of consumers would be willing to pay a premium for a certified ethically-sourced diamond

Statistic 5

44% of diamond purchasers prioritize authenticity verification during their buying process

Statistic 6

60% of consumers are willing to wait longer for a diamond if they receive detailed information about its origin

Statistic 7

58% of millennials believe that a strong brand story enhances their emotional connection to the jewelry piece

Statistic 8

64% of customers demonstrate loyalty to brands that maintain transparency about pricing and profit margins

Statistic 9

49% of consumers are more inclined to buy from brands that use eco-friendly packaging in jewelry retail

Statistic 10

69% of surveyed customers seek out brands with strong CSR initiatives related to ethical sourcing

Statistic 11

61% of consumers have more trust in a diamond retailer that provides transparency about diamond treatments

Statistic 12

73% of customers say that consistent brand messaging across channels improves their overall trust

Statistic 13

58% of millennials prefer buying from brands that participate in social causes

Statistic 14

85% of customers in the diamond industry say that customer service quality influences their purchase decision

Statistic 15

41% of customers report that easy return policies significantly impact their satisfaction when purchasing diamonds

Statistic 16

78% of customers are more likely to recommend a jewelry brand if they had a positive experience during their purchase

Statistic 17

74% of customers report that after-sales customer support influences their repeat purchase decisions

Statistic 18

26% of customers have abandoned a jewelry purchase due to inconvenient shopping experiences

Statistic 19

48% of customers say that digital history of a diamond influences their purchase positively

Statistic 20

72% of customers consider price transparency as a key factor in their diamond purchase decision

Statistic 21

65% of customers feel more confident buying from a retailer that provides 360-degree product views

Statistic 22

53% of diamond customers are more satisfied with their purchase when they are offered educational content about diamonds

Statistic 23

46% of buyers prefer to see customer testimonials before making a diamond purchase

Statistic 24

54% of consumers are willing to wait longer for delivery if they receive real-time tracking updates

Statistic 25

68% of customers report that a personalized thank-you note post-purchase enhances their brand loyalty

Statistic 26

80% of customers are likely to purchase again if they have a memorable unboxing experience

Statistic 27

55% of diamond buyers would switch brands if they find better after-sales service elsewhere

Statistic 28

60% of diamond buyers utilize online platforms for initial research before visiting a retailer

Statistic 29

54% of customers in the diamond industry expect a faster buying process than five years ago

Statistic 30

33% of diamond customers use mobile devices exclusively for researching jewelry purchases

Statistic 31

81% of customers expect brands to engage with them through social media in the jewelry industry

Statistic 32

52% of customers find virtual consultations in jewelry shopping to be more convenient

Statistic 33

82% of customers have increased their online jewelry shopping post-pandemic

Statistic 34

41% of diamond buyers seek out brands with strong online engagement

Statistic 35

75% of jewelry brands plan to increase investment in digital customer experience tools in the next year

Statistic 36

77% of customers say that a seamless online checkout process increases their purchase likelihood

Statistic 37

39% of customers compare multiple brands online before purchasing a diamond

Statistic 38

72% of consumers prefer brands that offer personalized experiences in the jewelry sector

Statistic 39

70% of customers prefer to receive personalized recommendations when shopping for diamonds

Statistic 40

55% of consumers feel that augmented reality helps them make better purchase decisions for diamonds

Statistic 41

33% of consumers prefer to buy from brands offering virtual try-on features

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Key Highlights

85% of customers in the diamond industry say that customer service quality influences their purchase decision
72% of consumers prefer brands that offer personalized experiences in the jewelry sector
60% of diamond buyers utilize online platforms for initial research before visiting a retailer
41% of customers report that easy return policies significantly impact their satisfaction when purchasing diamonds
78% of customers are more likely to recommend a jewelry brand if they had a positive experience during their purchase
68% of millennial diamond buyers consider transparency about sourcing vital to their buying decision
54% of customers in the diamond industry expect a faster buying process than five years ago
62% of customers prefer purchasing from brands that demonstrate sustainable and ethically sourced diamonds
33% of diamond customers use mobile devices exclusively for researching jewelry purchases
55% of consumers feel that augmented reality helps them make better purchase decisions for diamonds
74% of customers report that after-sales customer support influences their repeat purchase decisions
45% of diamond buyers consider online reviews crucial in their decision to buy from a particular retailer
35% of consumers would be willing to pay a premium for a certified ethically-sourced diamond

In an era where 85% of customers say customer service influences their diamond purchases and over half prioritize transparency and personalized experiences, the future of the diamond industry hinges on how brands leverage digital innovations and ethical practices to craft unforgettable customer experiences.

Brand Perception and Trust

68% of millennial diamond buyers consider transparency about sourcing vital to their buying decision
62% of customers prefer purchasing from brands that demonstrate sustainable and ethically sourced diamonds
45% of diamond buyers consider online reviews crucial in their decision to buy from a particular retailer
35% of consumers would be willing to pay a premium for a certified ethically-sourced diamond
44% of diamond purchasers prioritize authenticity verification during their buying process
60% of consumers are willing to wait longer for a diamond if they receive detailed information about its origin
58% of millennials believe that a strong brand story enhances their emotional connection to the jewelry piece
64% of customers demonstrate loyalty to brands that maintain transparency about pricing and profit margins
49% of consumers are more inclined to buy from brands that use eco-friendly packaging in jewelry retail
69% of surveyed customers seek out brands with strong CSR initiatives related to ethical sourcing
61% of consumers have more trust in a diamond retailer that provides transparency about diamond treatments
73% of customers say that consistent brand messaging across channels improves their overall trust
58% of millennials prefer buying from brands that participate in social causes

Brand Perception and Trust Interpretation

In an era where over two-thirds of millennial buyers demand transparency and ethical sourcing, the diamond industry must sparkle with sincerity and sustainability—proving that what’s behind the gem becomes as valuable as the gem itself.

Customer Experience and Loyalty

85% of customers in the diamond industry say that customer service quality influences their purchase decision
41% of customers report that easy return policies significantly impact their satisfaction when purchasing diamonds
78% of customers are more likely to recommend a jewelry brand if they had a positive experience during their purchase
74% of customers report that after-sales customer support influences their repeat purchase decisions
26% of customers have abandoned a jewelry purchase due to inconvenient shopping experiences
48% of customers say that digital history of a diamond influences their purchase positively
72% of customers consider price transparency as a key factor in their diamond purchase decision
65% of customers feel more confident buying from a retailer that provides 360-degree product views
53% of diamond customers are more satisfied with their purchase when they are offered educational content about diamonds
46% of buyers prefer to see customer testimonials before making a diamond purchase
54% of consumers are willing to wait longer for delivery if they receive real-time tracking updates
68% of customers report that a personalized thank-you note post-purchase enhances their brand loyalty
80% of customers are likely to purchase again if they have a memorable unboxing experience
55% of diamond buyers would switch brands if they find better after-sales service elsewhere

Customer Experience and Loyalty Interpretation

In the high-stakes world of diamonds, where 85% of consumers weigh service quality in their buying decision and nearly half scrutinize digital histories and transparency, it's clear that a sparkling reputation forged through seamless experiences, education, and personalized touches outshines mere price—proving that when it comes to diamonds, the true worth is reflected in the customer journey.

Digital Engagement and Online Purchasing

60% of diamond buyers utilize online platforms for initial research before visiting a retailer
54% of customers in the diamond industry expect a faster buying process than five years ago
33% of diamond customers use mobile devices exclusively for researching jewelry purchases
81% of customers expect brands to engage with them through social media in the jewelry industry
52% of customers find virtual consultations in jewelry shopping to be more convenient
82% of customers have increased their online jewelry shopping post-pandemic
41% of diamond buyers seek out brands with strong online engagement
75% of jewelry brands plan to increase investment in digital customer experience tools in the next year
77% of customers say that a seamless online checkout process increases their purchase likelihood
39% of customers compare multiple brands online before purchasing a diamond

Digital Engagement and Online Purchasing Interpretation

As diamond buyers increasingly dance to the digital tune—researching, comparing, and purchasing via mobile and online platforms—jewelry brands must shine brighter online and streamline the virtual experience or risk being left in the dark.

Personalization and Customer Preferences

72% of consumers prefer brands that offer personalized experiences in the jewelry sector
70% of customers prefer to receive personalized recommendations when shopping for diamonds

Personalization and Customer Preferences Interpretation

With 72% of consumers craving personalized experiences and 70% seeking tailored diamond recommendations, the jewelry industry must recognize that in a world of eternal sparkle, a little personalization truly makes all the difference.

Technological Innovations and Augmented Reality

55% of consumers feel that augmented reality helps them make better purchase decisions for diamonds
33% of consumers prefer to buy from brands offering virtual try-on features

Technological Innovations and Augmented Reality Interpretation

With over half of consumers finding augmented reality a diamond’s best friend in decision-making, and a third favoring virtual try-ons, the industry's sparkle now increasingly depends on blending high-tech shine with traditional brilliance.