GITNUXREPORT 2025

Customer Experience In The Ecommerce Industry Statistics

Exceptional customer experience drives loyalty, trust, and higher ecommerce sales.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

92% of consumers trust referrals from friends and family over all other forms of advertising

Statistic 2

60% of consumers will shop more often with brands they trust

Statistic 3

58% of consumers have encountered inconsistent brand messaging across channels, which affects trust

Statistic 4

47% of shoppers report that they are less likely to complete a purchase if the website lacks trust signals

Statistic 5

80% of consumers say the experience a company provides is as important as its products or services

Statistic 6

73% of shoppers say that a good experience is key in influencing their brand loyalty

Statistic 7

63% of consumers are willing to pay more for a better customer experience

Statistic 8

77% of consumers are more loyal to brands that provide outstanding customer experience

Statistic 9

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

Statistic 10

94% of consumers are likely to make repeat purchases with companies that deliver excellent customer service

Statistic 11

85% of customers say they are more likely to shop again after a positive customer service experience

Statistic 12

78% of online shoppers have become frustrated with a website that was difficult to navigate

Statistic 13

77% of consumers consider brands more loyal if they offer personalized experiences

Statistic 14

82% of consumers are likely to share a negative customer experience with others

Statistic 15

70% of customers rank quick resolution of issues as their top priority in customer service experience

Statistic 16

60% of consumers expect consistent interactions across multiple channels

Statistic 17

50% of online shoppers say they have returned an item due to dissatisfaction with the product or service

Statistic 18

40% of consumers say they will switch brands after just one bad experience

Statistic 19

65% of customers find a positive experience with a brand more influential than advertising

Statistic 20

85% of consumers want personalized experiences from brands

Statistic 21

58% of consumers say their expectations for online shopping experiences have increased over the past year

Statistic 22

50% of consumers expect brands to understand their unique preferences and needs

Statistic 23

70% of shoppers abandon their carts due to complex checkout processes

Statistic 24

45% of online shoppers say they shop more on sites that offer a fast and easy checkout process

Statistic 25

90% of customers read online reviews before making a purchase

Statistic 26

54% of consumers say they would pay more for a product or service if they knew they would get better customer service

Statistic 27

73% of customers prefer brands that personalize their shopping experience

Statistic 28

80% of consumers say that a seamless experience online influences their purchasing decisions

Statistic 29

48% of consumers are more likely to spend more when they receive personalized recommendations

Statistic 30

77% of eCommerce businesses see increased customer satisfaction after implementing live chat

Statistic 31

70% of online shoppers are more likely to buy from a retailer that offers free shipping

Statistic 32

57% of consumers say they only purchase from brands that provide fast and free shipping

Statistic 33

65% of customers say that a good return policy increases their trust in an ecommerce brand

Statistic 34

50% of consumers have abandoned a cart due to lack of multiple payment options

Statistic 35

72% of consumers say they are more likely to buy again from an ecommerce store that provides personalized follow-up emails

Statistic 36

84% of consumers want brands to actively listen and respond to their reviews

Statistic 37

54% of online shoppers have uninstalled an app or stopped using a website because of poor user experience

Statistic 38

68% of consumers say they are more likely to buy from a brand if they have a good mobile shopping experience

Statistic 39

54% of consumers have higher expectations for customer service than they did a year ago

Statistic 40

56% of consumers have abandoned a purchase because of poor service or experience

Statistic 41

75% of customers have used live chat for customer support

Statistic 42

64% of customers prefer to contact customer service via messaging or live chat rather than calling

Statistic 43

62% of shoppers are more likely to make repeat purchases with brands that offer excellent customer service

Statistic 44

68% of shoppers expect brands to offer multiple channels for support, including social media, messaging, and email

Statistic 45

65% of consumers say that poor customer service keeps them from making repeat purchases

Statistic 46

58% of consumers prefer to use social media platforms to contact customer service

Statistic 47

60% of consumers expect quick responses to online inquiries within an hour

Statistic 48

72% of customers expect brands to provide omnichannel support, combining online and offline channels

Statistic 49

61% of consumers say they prefer to receive personalized offers via email

Statistic 50

55% of online shoppers indicate that free or discounted shipping influences their purchasing decision

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Sources

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Trust Badges - Publications that have cited our reports

Key Highlights

80% of consumers say the experience a company provides is as important as its products or services
73% of shoppers say that a good experience is key in influencing their brand loyalty
63% of consumers are willing to pay more for a better customer experience
77% of consumers are more loyal to brands that provide outstanding customer experience
54% of consumers have higher expectations for customer service than they did a year ago
86% of buyers are willing to pay more for a better customer experience
94% of consumers are likely to make repeat purchases with companies that deliver excellent customer service
85% of customers say they are more likely to shop again after a positive customer service experience
78% of online shoppers have become frustrated with a website that was difficult to navigate
56% of consumers have abandoned a purchase because of poor service or experience
77% of consumers consider brands more loyal if they offer personalized experiences
82% of consumers are likely to share a negative customer experience with others
70% of customers rank quick resolution of issues as their top priority in customer service experience

In the fiercely competitive world of ecommerce, delivering a superior customer experience isn’t just an option—it’s a necessity, with 80% of consumers stating that how they feel about a brand matters just as much as its products or services.

Brand Loyalty and Trust

92% of consumers trust referrals from friends and family over all other forms of advertising
60% of consumers will shop more often with brands they trust
58% of consumers have encountered inconsistent brand messaging across channels, which affects trust
47% of shoppers report that they are less likely to complete a purchase if the website lacks trust signals

Brand Loyalty and Trust Interpretation

In an era where 92% of consumers prioritize word-of-mouth over ads, inconsistent branding erodes trust and online shopping hinges on the silent credibility cues—proving that in ecommerce, trust isn’t just built, it’s everything.

Customer Experience and Satisfaction

80% of consumers say the experience a company provides is as important as its products or services
73% of shoppers say that a good experience is key in influencing their brand loyalty
63% of consumers are willing to pay more for a better customer experience
77% of consumers are more loyal to brands that provide outstanding customer experience
86% of buyers are willing to pay more for a better customer experience
94% of consumers are likely to make repeat purchases with companies that deliver excellent customer service
85% of customers say they are more likely to shop again after a positive customer service experience
78% of online shoppers have become frustrated with a website that was difficult to navigate
77% of consumers consider brands more loyal if they offer personalized experiences
82% of consumers are likely to share a negative customer experience with others
70% of customers rank quick resolution of issues as their top priority in customer service experience
60% of consumers expect consistent interactions across multiple channels
50% of online shoppers say they have returned an item due to dissatisfaction with the product or service
40% of consumers say they will switch brands after just one bad experience
65% of customers find a positive experience with a brand more influential than advertising
85% of consumers want personalized experiences from brands
58% of consumers say their expectations for online shopping experiences have increased over the past year
50% of consumers expect brands to understand their unique preferences and needs
70% of shoppers abandon their carts due to complex checkout processes
45% of online shoppers say they shop more on sites that offer a fast and easy checkout process
90% of customers read online reviews before making a purchase
54% of consumers say they would pay more for a product or service if they knew they would get better customer service
73% of customers prefer brands that personalize their shopping experience
80% of consumers say that a seamless experience online influences their purchasing decisions
48% of consumers are more likely to spend more when they receive personalized recommendations
77% of eCommerce businesses see increased customer satisfaction after implementing live chat
70% of online shoppers are more likely to buy from a retailer that offers free shipping
57% of consumers say they only purchase from brands that provide fast and free shipping
65% of customers say that a good return policy increases their trust in an ecommerce brand
50% of consumers have abandoned a cart due to lack of multiple payment options
72% of consumers say they are more likely to buy again from an ecommerce store that provides personalized follow-up emails
84% of consumers want brands to actively listen and respond to their reviews
54% of online shoppers have uninstalled an app or stopped using a website because of poor user experience
68% of consumers say they are more likely to buy from a brand if they have a good mobile shopping experience

Customer Experience and Satisfaction Interpretation

In a digital marketplace where 80% deem customer experience as crucial as products, brands must realize that delivering seamless, personalized, and responsive service isn't just a competitive edge but the new currency for consumer loyalty and higher margins.

Customer Service and Support

54% of consumers have higher expectations for customer service than they did a year ago
56% of consumers have abandoned a purchase because of poor service or experience
75% of customers have used live chat for customer support
64% of customers prefer to contact customer service via messaging or live chat rather than calling
62% of shoppers are more likely to make repeat purchases with brands that offer excellent customer service
68% of shoppers expect brands to offer multiple channels for support, including social media, messaging, and email
65% of consumers say that poor customer service keeps them from making repeat purchases
58% of consumers prefer to use social media platforms to contact customer service
60% of consumers expect quick responses to online inquiries within an hour
72% of customers expect brands to provide omnichannel support, combining online and offline channels

Customer Service and Support Interpretation

As consumer expectations soar and patience diminishes, brands must not only meet but anticipate the demand for swift, multi-channel, and personalized customer support—or risk losing loyal customers to competitors who deliver seamlessly across every touchpoint.

Digital Engagement and Omnichannel Preferences

61% of consumers say they prefer to receive personalized offers via email

Digital Engagement and Omnichannel Preferences Interpretation

With 61% of consumers favoring personalized email offers, it's clear that in eCommerce, one size no longer fits all—brands must tailor their messages or risk being ignored in the inbox shuffle.

Pricing and Purchase Behavior

55% of online shoppers indicate that free or discounted shipping influences their purchasing decision

Pricing and Purchase Behavior Interpretation

With over half of online shoppers citing free or discounted shipping as a key factor, e-commerce brands must recognize that offering compelling delivery options isn't just a perk—it's a critical ingredient in turning browsers into buyers.