GITNUXREPORT 2025

Customer Experience In The Entertainment Industry Statistics

Consumers prioritize seamless, personalized, and interactive entertainment experiences today.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

89% of entertainment companies plan to prioritize data privacy to enhance customer trust

Statistic 2

70% of entertainment industry customers say they have higher expectations for personalization

Statistic 3

45% of consumers are dissatisfied with the current state of personalization in entertainment platforms

Statistic 4

59% of entertainment companies track customer interactions to personalize content

Statistic 5

74% of users prefer live streaming experiences over traditional media

Statistic 6

68% of entertainment companies plan to increase investment in customer experience technologies

Statistic 7

83% of entertainment customers prefer to contact support via messaging apps rather than phone or email

Statistic 8

48% of viewers use multiple devices simultaneously to consume entertainment content

Statistic 9

82% of fans say social media engagement influences their loyalty to entertainment brands

Statistic 10

63% of audiences prefer to watch content that offers behind-the-scenes access

Statistic 11

79% of entertainment consumers appreciate personalized marketing messages

Statistic 12

73% of leisure and entertainment customers value eco-friendly practices

Statistic 13

69% of viewers expect loyalty programs within entertainment platforms

Statistic 14

50% of entertainment users prefer to access customer support through chatbots for quick answers

Statistic 15

65% of children and teens engage more deeply with entertainment content that includes interactive features

Statistic 16

62% of viewers prefer content that offers multiple language options

Statistic 17

72% of entertainment consumers use reviews and ratings as part of their decision-making process

Statistic 18

47% of consumers prefer entertainment experiences that incorporate social elements

Statistic 19

66% of viewers are more likely to watch a new show if recommended by friends on social media

Statistic 20

71% of consumers find loyalty programs motivating for continued engagement with entertainment brands

Statistic 21

69% of customers are more loyal to brands offering innovative, immersive experiences like VR and AR

Statistic 22

44% of consumers report that user-generated content increases their trust in entertainment brands

Statistic 23

66% of viewers prefer entertainment platforms that offer on-demand content

Statistic 24

58% of entertainment companies see customer experience as a critical differentiator in competitive markets

Statistic 25

67% of entertainment companies are adopting AI to enhance customer experience

Statistic 26

46% of entertainment companies plan to implement more immersive virtual reality experiences shortly

Statistic 27

58% of entertainment companies are investing in augmented reality to improve user engagement

Statistic 28

86% of consumers are willing to pay more for a better customer experience in entertainment services

Statistic 29

65% of viewers have abandoned a streaming service due to poor customer experience

Statistic 30

80% of entertainment consumers expect consistent experiences across all devices

Statistic 31

57% of customers in the entertainment industry cite website speed as a top factor influencing their satisfaction

Statistic 32

92% of customers say they would recommend an entertainment brand with excellent customer service

Statistic 33

52% of customers find it difficult to find relevant content on entertainment platforms

Statistic 34

78% of entertainment consumers want more interactive features during viewing

Statistic 35

60% of viewers say personalized recommendations improve their overall experience

Statistic 36

42% of entertainment companies report increased revenue following improvements in customer experience

Statistic 37

48% of viewers are more likely to revisit a streaming platform with better user interface design

Statistic 38

55% of customers have experienced technical issues that negatively impacted their entertainment experience

Statistic 39

75% of entertainment consumers value quick and hassle-free refunds or cancellations

Statistic 40

54% of customers feel that quick customer support resolution is key to their experience

Statistic 41

51% of users believe that poor navigation on entertainment apps often ruins their experience

Statistic 42

88% of entertainment consumers are more likely to continue watching a series if they experience minimal ad interruptions

Statistic 43

84% of customers are more satisfied when their feedback leads to platform improvements

Statistic 44

77% of users have switched brands or platforms due to poor customer experience

Statistic 45

54% of entertainment customers cite ease of cancellation as a key factor affecting their satisfaction

Statistic 46

70% of streaming service users believe a seamless sign-up process improves their experience

Statistic 47

83% of international customers expect entertainment providers to prioritize accessibility for disabled users

Statistic 48

76% of customers are more likely to buy tickets or subscriptions from brands with good customer service

Statistic 49

85% of viewers report that they are more satisfied with a platform that offers tailored content based on their viewing habits

Statistic 50

49% of entertainment customers experience frustration due to inconsistent quality of streaming

Statistic 51

54% of respondents prefer mobile-friendly interfaces for their entertainment platforms

Statistic 52

87% of entertainment consumers value quick access to customer support during technical difficulties

Statistic 53

70% of users abandon an entertainment app after a poor onboarding experience

Statistic 54

65% of users say that rewards and incentives enhance their experience with entertainment brands

Statistic 55

76% of entertainment consumers feel that a lack of transparency about data use damages trust

Statistic 56

82% of viewers believe augmented reality enhances their entertainment experience

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Sources

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Key Highlights

86% of consumers are willing to pay more for a better customer experience in entertainment services
70% of entertainment industry customers say they have higher expectations for personalization
65% of viewers have abandoned a streaming service due to poor customer experience
80% of entertainment consumers expect consistent experiences across all devices
57% of customers in the entertainment industry cite website speed as a top factor influencing their satisfaction
92% of customers say they would recommend an entertainment brand with excellent customer service
74% of users prefer live streaming experiences over traditional media
68% of entertainment companies plan to increase investment in customer experience technologies
52% of customers find it difficult to find relevant content on entertainment platforms
78% of entertainment consumers want more interactive features during viewing
60% of viewers say personalized recommendations improve their overall experience
83% of entertainment customers prefer to contact support via messaging apps rather than phone or email
42% of entertainment companies report increased revenue following improvements in customer experience

In an industry where 86% of consumers are willing to pay extra for a superior experience, entertainment brands are racing to meet skyrocketing expectations for personalization, seamless multi-device access, and immersive innovations—transforming customer experience into the ultimate battleground for loyalty and growth.

Company Strategies and Market Trends

89% of entertainment companies plan to prioritize data privacy to enhance customer trust

Company Strategies and Market Trends Interpretation

With 89% of entertainment companies ramping up their data privacy efforts, it's clear that in the quest for customer loyalty, safeguarding personal information has become the main act.

Content Delivery and Personalization

70% of entertainment industry customers say they have higher expectations for personalization
45% of consumers are dissatisfied with the current state of personalization in entertainment platforms
59% of entertainment companies track customer interactions to personalize content

Content Delivery and Personalization Interpretation

With 70% of entertainment consumers demanding more personalized experiences and nearly half feeling their expectations aren’t met, it's clear that entertainment companies tracking customer interactions must step up their game or risk losing viewers to more attentive competitors.

Customer Preferences and Engagement

74% of users prefer live streaming experiences over traditional media
68% of entertainment companies plan to increase investment in customer experience technologies
83% of entertainment customers prefer to contact support via messaging apps rather than phone or email
48% of viewers use multiple devices simultaneously to consume entertainment content
82% of fans say social media engagement influences their loyalty to entertainment brands
63% of audiences prefer to watch content that offers behind-the-scenes access
79% of entertainment consumers appreciate personalized marketing messages
73% of leisure and entertainment customers value eco-friendly practices
69% of viewers expect loyalty programs within entertainment platforms
50% of entertainment users prefer to access customer support through chatbots for quick answers
65% of children and teens engage more deeply with entertainment content that includes interactive features
62% of viewers prefer content that offers multiple language options
72% of entertainment consumers use reviews and ratings as part of their decision-making process
47% of consumers prefer entertainment experiences that incorporate social elements
66% of viewers are more likely to watch a new show if recommended by friends on social media
71% of consumers find loyalty programs motivating for continued engagement with entertainment brands
69% of customers are more loyal to brands offering innovative, immersive experiences like VR and AR
44% of consumers report that user-generated content increases their trust in entertainment brands
66% of viewers prefer entertainment platforms that offer on-demand content
58% of entertainment companies see customer experience as a critical differentiator in competitive markets

Customer Preferences and Engagement Interpretation

As entertainment consumers increasingly prioritize personalized, interactive, and social experiences—often through multi-device and eco-conscious choices—industry players are wise to invest heavily in innovative, chatbot-powered, and immersive technologies, or risk fading into the background of an audience's ever-diversifying digital preferences.

Technology Adoption and Innovation

67% of entertainment companies are adopting AI to enhance customer experience
46% of entertainment companies plan to implement more immersive virtual reality experiences shortly
58% of entertainment companies are investing in augmented reality to improve user engagement

Technology Adoption and Innovation Interpretation

With over two-thirds of entertainment companies harnessing AI and nearly half gearing up to dive into immersive virtual and augmented reality, the industry is clearly betting on tech-savvy innovation to turn passive viewers into engaged participants — because in showbiz, it’s all about delivering a blockbuster experience.

User Experience and Satisfaction

86% of consumers are willing to pay more for a better customer experience in entertainment services
65% of viewers have abandoned a streaming service due to poor customer experience
80% of entertainment consumers expect consistent experiences across all devices
57% of customers in the entertainment industry cite website speed as a top factor influencing their satisfaction
92% of customers say they would recommend an entertainment brand with excellent customer service
52% of customers find it difficult to find relevant content on entertainment platforms
78% of entertainment consumers want more interactive features during viewing
60% of viewers say personalized recommendations improve their overall experience
42% of entertainment companies report increased revenue following improvements in customer experience
48% of viewers are more likely to revisit a streaming platform with better user interface design
55% of customers have experienced technical issues that negatively impacted their entertainment experience
75% of entertainment consumers value quick and hassle-free refunds or cancellations
54% of customers feel that quick customer support resolution is key to their experience
51% of users believe that poor navigation on entertainment apps often ruins their experience
88% of entertainment consumers are more likely to continue watching a series if they experience minimal ad interruptions
84% of customers are more satisfied when their feedback leads to platform improvements
77% of users have switched brands or platforms due to poor customer experience
54% of entertainment customers cite ease of cancellation as a key factor affecting their satisfaction
70% of streaming service users believe a seamless sign-up process improves their experience
83% of international customers expect entertainment providers to prioritize accessibility for disabled users
76% of customers are more likely to buy tickets or subscriptions from brands with good customer service
85% of viewers report that they are more satisfied with a platform that offers tailored content based on their viewing habits
49% of entertainment customers experience frustration due to inconsistent quality of streaming
54% of respondents prefer mobile-friendly interfaces for their entertainment platforms
87% of entertainment consumers value quick access to customer support during technical difficulties
70% of users abandon an entertainment app after a poor onboarding experience
65% of users say that rewards and incentives enhance their experience with entertainment brands
76% of entertainment consumers feel that a lack of transparency about data use damages trust
82% of viewers believe augmented reality enhances their entertainment experience

User Experience and Satisfaction Interpretation

With nearly nine out of ten entertainment consumers craving seamless, personalized, and accessible experiences—while up to 86% are willing to pay more—it's clear that investing in user-friendly, innovative, and responsive platforms isn't just good customer service; it's essential for staying in the game.