GITNUXREPORT 2025

Customer Experience In The Engineering Industry Statistics

Enhancing customer experience boosts revenue, loyalty, and long-term growth outcomes.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

82% of engineering customers say their experience is just as important as product quality

Statistic 2

70% of engineering firms reported that improving customer experience has increased their revenue

Statistic 3

65% of engineering customers are willing to pay more for better service

Statistic 4

78% of engineering clients cite prompt communication as a key factor in their overall satisfaction

Statistic 5

60% of engineering companies have implemented customer experience management tools in the past year

Statistic 6

45% of engineering firms see customer experience as a competitive differentiator

Statistic 7

Engineering companies with high customer satisfaction are 2.5 times more likely to retain clients

Statistic 8

79% of engineering customers expect real-time updates on project progress

Statistic 9

67% of engineering firms use customer feedback to improve their service offerings

Statistic 10

73% of engineering professionals believe CX impacts their company's reputation significantly

Statistic 11

55% of engineering firms report that poor CX leads to loss of clients

Statistic 12

62% of engineering firms have a dedicated CX team or department

Statistic 13

58% of engineering customers expect quick resolution times when issues arise

Statistic 14

77% of engineering companies measure CX through Net Promoter Score (NPS)

Statistic 15

64% of engineering clients are more likely to recommend firms with excellent CX

Statistic 16

59% of engineering firms believe CX directly impacts project success rates

Statistic 17

74% of engineering companies view digital transformation as key to CX improvement

Statistic 18

80% of engineering clients say transparency throughout the project process boosts trust

Statistic 19

86% of engineering firms believe CX is critical to long-term growth

Statistic 20

49% of engineering clients say that poor CX is a reason for switching providers

Statistic 21

75% of engineering clients value consistent follow-up after project completion

Statistic 22

58% of engineering firms utilize customer journey mapping to improve CX

Statistic 23

65% of engineering customers consider technical expertise as essential for CX

Statistic 24

79% of engineering firms focus on creating a seamless omni-channel experience

Statistic 25

70% of engineering companies track customer satisfaction metrics regularly

Statistic 26

61% of engineering customers value transparent pricing as part of their CX

Statistic 27

54% of engineering companies have seen increased customer loyalty after implementing CX initiatives

Statistic 28

68% of engineering clients believe automation improves service consistency

Statistic 29

55% of engineering firms consider their customer feedback systems as effective

Statistic 30

80% of engineering customers have experienced frustration with delayed responses

Statistic 31

63% of engineering companies measure the success of CX projects through customer retention rates

Statistic 32

76% of engineering customers expect digital solutions to be secure and reliable

Statistic 33

59% of engineering firms plan to increase their CX budget in the coming year

Statistic 34

83% of engineering clients say they are more loyal to companies that actively listen to their feedback

Statistic 35

47% of engineering organizations use customer success managers to enhance CX

Statistic 36

55% of engineering businesses report higher customer satisfaction after deploying chatbot support

Statistic 37

77% of engineering customers cite ease of use as a critical factor in their satisfaction

Statistic 38

66% of engineering firms prioritize investments in customer data analytics

Statistic 39

49% of engineering customers believe that consistent quality delivery enhances their CX

Statistic 40

81% of engineering firms say improving CX is a top priority for strategic growth

Statistic 41

54% of engineering customers prefer digital channels over face-to-face interactions

Statistic 42

48% of engineering companies see mobile apps as essential for customer engagement

Statistic 43

71% of engineering customers prefer self-service portals for project updates and inquiries

Statistic 44

69% of engineering customers prefer proactive communication about delays or issues

Statistic 45

47% of engineering clients prefer to communicate via email, while 33% prefer phone calls

Statistic 46

74% of engineering companies utilize customer reviews and testimonials in their marketing

Statistic 47

59% of engineering clients prefer digital communication over traditional methods

Statistic 48

60% of engineering companies offer training for staff on customer service best practices

Statistic 49

72% of engineering firms report that investing in CX training improved employee performance

Statistic 50

65% of engineering firms identify employee engagement as a factor influencing customer experience

Statistic 51

83% of engineering clients say personalized services improve their overall satisfaction

Statistic 52

66% of engineering firms personalize communication based on customer data

Statistic 53

69% of engineering clients find tailored solutions create a better CX experience

Statistic 54

52% of engineering firms have integrated AI into their customer service processes

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Key Highlights

82% of engineering customers say their experience is just as important as product quality
70% of engineering firms reported that improving customer experience has increased their revenue
65% of engineering customers are willing to pay more for better service
78% of engineering clients cite prompt communication as a key factor in their overall satisfaction
60% of engineering companies have implemented customer experience management tools in the past year
54% of engineering customers prefer digital channels over face-to-face interactions
45% of engineering firms see customer experience as a competitive differentiator
Engineering companies with high customer satisfaction are 2.5 times more likely to retain clients
79% of engineering customers expect real-time updates on project progress
67% of engineering firms use customer feedback to improve their service offerings
73% of engineering professionals believe CX impacts their company's reputation significantly
55% of engineering firms report that poor CX leads to loss of clients
62% of engineering firms have a dedicated CX team or department

In an industry where technical precision is paramount, recent statistics reveal that delivering exceptional customer experience is now as vital as engineering excellence itself, with over 80% of clients prioritizing prompt, personalized service that boosts loyalty and revenue.

Customer Satisfaction and Experience Metrics

82% of engineering customers say their experience is just as important as product quality
70% of engineering firms reported that improving customer experience has increased their revenue
65% of engineering customers are willing to pay more for better service
78% of engineering clients cite prompt communication as a key factor in their overall satisfaction
60% of engineering companies have implemented customer experience management tools in the past year
45% of engineering firms see customer experience as a competitive differentiator
Engineering companies with high customer satisfaction are 2.5 times more likely to retain clients
79% of engineering customers expect real-time updates on project progress
67% of engineering firms use customer feedback to improve their service offerings
73% of engineering professionals believe CX impacts their company's reputation significantly
55% of engineering firms report that poor CX leads to loss of clients
62% of engineering firms have a dedicated CX team or department
58% of engineering customers expect quick resolution times when issues arise
77% of engineering companies measure CX through Net Promoter Score (NPS)
64% of engineering clients are more likely to recommend firms with excellent CX
59% of engineering firms believe CX directly impacts project success rates
74% of engineering companies view digital transformation as key to CX improvement
80% of engineering clients say transparency throughout the project process boosts trust
86% of engineering firms believe CX is critical to long-term growth
49% of engineering clients say that poor CX is a reason for switching providers
75% of engineering clients value consistent follow-up after project completion
58% of engineering firms utilize customer journey mapping to improve CX
65% of engineering customers consider technical expertise as essential for CX
79% of engineering firms focus on creating a seamless omni-channel experience
70% of engineering companies track customer satisfaction metrics regularly
61% of engineering customers value transparent pricing as part of their CX
54% of engineering companies have seen increased customer loyalty after implementing CX initiatives
68% of engineering clients believe automation improves service consistency
55% of engineering firms consider their customer feedback systems as effective
80% of engineering customers have experienced frustration with delayed responses
63% of engineering companies measure the success of CX projects through customer retention rates
76% of engineering customers expect digital solutions to be secure and reliable
59% of engineering firms plan to increase their CX budget in the coming year
83% of engineering clients say they are more loyal to companies that actively listen to their feedback
47% of engineering organizations use customer success managers to enhance CX
55% of engineering businesses report higher customer satisfaction after deploying chatbot support
77% of engineering customers cite ease of use as a critical factor in their satisfaction
66% of engineering firms prioritize investments in customer data analytics
49% of engineering customers believe that consistent quality delivery enhances their CX
81% of engineering firms say improving CX is a top priority for strategic growth

Customer Satisfaction and Experience Metrics Interpretation

In an industry where precision and technical prowess are expected, engineering firms are discovering that delivering on customer experience — from transparent communication to seamless digital interactions — is not just good service, but the blueprint for long-term growth and competitive edge, proving that in engineering, as in life, how you communicate can be just as crucial as what you build.

Digital Engagement and Communication Preferences

54% of engineering customers prefer digital channels over face-to-face interactions
48% of engineering companies see mobile apps as essential for customer engagement
71% of engineering customers prefer self-service portals for project updates and inquiries
69% of engineering customers prefer proactive communication about delays or issues
47% of engineering clients prefer to communicate via email, while 33% prefer phone calls
74% of engineering companies utilize customer reviews and testimonials in their marketing
59% of engineering clients prefer digital communication over traditional methods

Digital Engagement and Communication Preferences Interpretation

With nearly three-quarters of engineering customers favoring digital channels and over half seeking self-service portals and proactive updates, the industry’s shift from hard hats to hard drives underscores that even in engineering, the future is now—and it’s all about screens, clicks, and instant communication.

Employee Engagement and Service Quality

60% of engineering companies offer training for staff on customer service best practices
72% of engineering firms report that investing in CX training improved employee performance
65% of engineering firms identify employee engagement as a factor influencing customer experience

Employee Engagement and Service Quality Interpretation

With 60% of engineering firms investing in customer service training, and 72% noting improved employee performance, it’s clear that truly engaging employees is the engineering industry’s blueprint for building better customer experiences—proving that even in a world of blueprints and bolt tightening, people still remain the cornerstone of quality.

Personalization and Customer-Centric Strategies

83% of engineering clients say personalized services improve their overall satisfaction
66% of engineering firms personalize communication based on customer data
69% of engineering clients find tailored solutions create a better CX experience

Personalization and Customer-Centric Strategies Interpretation

With nearly 70% of clients raving about tailored solutions and over 80% valuing personalized services, it’s clear that in engineering, customizing the experience isn’t just a bonus—it's the blueprint for building lasting client satisfaction.

Technology Integration and Innovations

52% of engineering firms have integrated AI into their customer service processes

Technology Integration and Innovations Interpretation

With over half of engineering firms embracing AI in customer service, it seems innovation is no longer optional—it's the blueprint for building trust and staying competitive.