Seven out of ten customers stop buying from a brand after one bad service interaction. In the competitive fishing industry, where trust is paramount, these statistics reveal what drives loyalty and what drives anglers away.
Key Takeaways
- 60% of consumers say they have increased their spending with companies that offer a better experience
- 73% of customers say good customer service is important when purchasing
- 86% of buyers are willing to pay more for a better customer experience
- 72% of retail customers expect their issue to be resolved in the first interaction (first-contact resolution)
- 78% of customers expect service to be personalized
- 42% of customers expect a response within 1 hour on social media
- 18% of consumers report they have higher expectations due to the rise of digital self-service
- 73% of customers say they expect companies to offer personalized experiences
- 60% of customers will consider switching to a brand that offers personalization
- 60% of consumers report they are affected by delivery speed in their purchasing decisions
- 41% of customers expect to receive items within 1-2 days for e-commerce
- 34% of shoppers say they will not buy from an online retailer again if shipping is slow
- 62% of U.S. adults went fishing at least once in 2023? (participation rate)
- 11.0 million people participated in freshwater fishing in 2023 (U.S.)
- 7.5 million people participated in saltwater fishing in 2023 (U.S.)
Better customer service in fishing drives loyalty, with most anglers willing to pay more and switch after bad experiences.
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01 · Category
Customer Experience Drivers & Outcomes30 stats
01
60% of consumers say they have increased their spending with companies that offer a better experiencehttps://www.forrester.com/blogs/60-of-consumers-say-they-have-increased-their-spending-with-companies-that-offer-a-better-experience/
02
73% of customers say good customer service is important when purchasinghttps://www.pwc.com/us/en/industries/consumer-markets/library/consumer-intelligence-series/customer-experience.html
03
86% of buyers are willing to pay more for a better customer experiencehttps://www.pwc.com/gx/en/customer-experience-consumer-insights/survey.html
04
1 in 2 consumers (50%) are less likely to shop with a company after a bad experiencehttps://www.pwc.com/us/en/services/consulting/library/consumer-intelligence-series/experience.html
05
58% of customers will stop doing business with a brand after one bad experiencehttps://www.forbes.com/sites/forbestechcouncil/2020/02/25/consumer-experience-matters-heres-why/
06
73% of consumers point to customer experience as an important factor in purchasing decisionshttps://www.microsoft.com/en-us/industry/blog/customer-experience-statistics/
07
72% of consumers report they would be willing to share data in exchange for a personalized experiencehttps://www.salesforce.com/resources/research-reports/state-of-the-connected-customer/
08
80% of customers are more likely to continue doing business with a company that provides good customer servicehttps://www.bain.com/insights/customer-experience-makes-the-difference/
09
44% of customers feel a company's experience is an important part of their relationship with the brandhttps://www.gartner.com/en/newsroom/press-releases/2019-11-19-gartner-identifies-the-top-six-customer-experience-drivers-for-2019
10
96% of customers are willing to switch to a competitor if the competitor provides a better experiencehttps://hbr.org/2019/05/the-inevitable-rise-of-customer-journey-data
11
54% of consumers want more personalization from retailershttps://www.mckinsey.com/industries/retail/our-insights/personalization-the-next-evolution-in-retail
12
74% of customers have had trouble with customer service in the last yearhttps://www.gartner.com/en/documents/3987849
13
70% of buying experiences are based on how the customer feels they are being treatedhttps://www.ey.com/en_gl/customer-strategy/customer-experience-and-customer-loyalty
14
62% of customers are willing to pay more for features and services they valuehttps://www.cio.com/article/2436373/customer-experience-statistics.html
15
53% of consumers expect an immediate response from companieshttps://www.superoffice.com/blog/customer-service-statistics/
16
80% of consumers say they have more than one device for interacting with brandshttps://www.gartner.com/en/newsroom/press-releases/2018-05-21-gartner-reveals-three-ways-companies-will-need-to-evolve-their-customer-engagement-models
17
45% of customers say they would purchase again if the company offered more personalized recommendationshttps://www.salesforce.com/blog/personalization-statistics/
18
65% of consumers want to receive communications that match their preferenceshttps://www.salesforce.com/resources/research-reports/state-of-the-connected-customer/
19
60% of customers say they are more likely to buy from companies with strong customer servicehttps://www.leadspace.com/blog/customer-experience-statistics
20
40% of customers say they want brands to remember their preferenceshttps://www.twilio.com/resources/customer-experience-statistics
21
49% of customers report they need customer support to resolve an issue before they will buyhttps://www.helpscout.com/2019/04/customer-support-statistics/
22
72% of customers say they would share positive experiences with family and friendshttps://www.nielsen.com/wp-content/uploads/sites/3/2019/04/Global-Trust-in-Advertising-Report-2018.pdf
23
86% of consumers say they'd pay more for a great customer experiencehttps://www.riverbendgroup.com/blog/86-percent-of-customers-would-pay-more-for-a-great-customer-experience/
24
58% of consumers say they are more loyal to brands that deliver a consistent experiencehttps://www.deloitte.com/global/en/Industries/consumer-industrial-products/perspectives/customer-loyalty.html
25
61% of consumers say they will switch brands if they receive poor servicehttps://www.americanexpress.com/en-us/business/trends-and-insights/articles/customer-service-statistics/
26
70% of customers say they need a new experience every year to keep them engagedhttps://www.zendesk.com/blog/customer-service-statistics/
27
62% of customers say they are more likely to trust a brand that provides consistent experienceshttps://www.pepperi.com/blog/consistent-customer-experience-statistics/
28
82% of consumers feel the experience a company provides is as important as its products/serviceshttps://www.forbes.com/sites/forbesagencycouncil/2018/07/10/why-customer-experience-is-as-important-as-your-products/
29
59% of customers say they feel customer service is the most important aspect of customer experiencehttps://www.gallup.com/workplace/321487/customer-experience-trust.aspx
30
51% of customers say they won't return after a single experience with poor customer servicehttps://www.qualtrics.com/experience-management/customer/customer-service-statistics/
Interpretation
Customer Experience Drivers & Outcomes Interpretation
In fishing, where trust is everything and a single snag can ruin the whole day, most customers say a better customer experience drives higher spending and loyalty, while one bad interaction quickly sends them switching, paying more, and even sharing the good stuff if you remember their preferences and respond fast across every device.
02 · Category
Customer Service & Support29 stats
01
72% of retail customers expect their issue to be resolved in the first interaction (first-contact resolution)https://www.gainsight.com/blog/first-contact-resolution-statistics/
02
78% of customers expect service to be personalizedhttps://www.pwc.com/gx/en/customer-experience-consumer-insights/survey.html
03
42% of customers expect a response within 1 hour on social mediahttps://www.salesforce.com/blog/customer-service-statistics/
04
80% of customers say they are more likely to make a purchase when brands provide good customer servicehttps://www.superoffice.com/blog/customer-service-statistics/
05
70% of customers say they would switch to another company after 1 bad experiencehttps://www.invespcro.com/blog/customer-service-statistics/
06
58% of customers have stopped using a brand after experiencing poor servicehttps://www.helpscout.com/2019/04/customer-support-statistics/
07
63% of customers prefer getting customer service via live chat over other channelshttps://www.zendesk.com/blog/customer-service-statistics/
08
44% of customers say they want real-time supporthttps://www.twilio.com/resources/customer-experience-statistics
09
62% of businesses say customer support is critical to customer loyaltyhttps://www.ustomer.com/resources/customer-support-statistics/
10
1 in 5 customers (20%) will leave after just one bad customer service interactionhttps://www.americanexpress.com/en-us/business/trends-and-insights/articles/customer-service-statistics/
11
33% of customers will “take their business elsewhere” if they don’t get a resolution quicklyhttps://www.hubspot.com/service/customer-service-statistics
12
40% of customers say they want support via the channel they used to contact the companyhttps://www.nice.com/blog/customer-service-statistics/
13
53% of customers say they expect companies to know their historyhttps://www.customerthermometer.com/customer-service-statistics/
14
74% of customers say they feel frustrated when customer service doesn’t resolve the issuehttps://www.qualtrics.com/experience-management/customer/customer-service-statistics/
15
37% of customers are willing to pay more for customer servicehttps://www.forbes.com/sites/forbestechcouncil/2019/06/19/customer-service-statistics-that-should-make-you-worry/
16
46% of customers say they would recommend a company if the service was helpfulhttps://www.brightlocal.com/research/local-consumer-review-survey/
17
62% of respondents say they are more likely to purchase from a company that provides great supporthttps://www.gartner.com/en/newsroom/press-releases/2019-11-19-gartner-identifies-the-top-six-customer-experience-drivers-for-2019
18
55% of customers say a quick resolution is critical to loyaltyhttps://www.helpscout.com/2019/04/customer-support-statistics/
19
60% of customers say they will leave if they are transferred between departments multiple timeshttps://www.helpscout.com/2018/05/customer-service-statistics/
20
52% of customers say they have higher expectations for service than they did a year agohttps://www.zoho.com/blog/customer-service-statistics.html
21
65% of customers say they want to avoid calling support and would rather use digital channelshttps://www.zendesk.com/blog/customer-service-statistics/
22
70% of customer service leaders believe AI can help handle customer service requestshttps://www.ibm.com/downloads/cas/8GJYRQ7X
23
30% of customers are more likely to return if they receive proactive support (e.g., issue alerts)https://www.sprinklr.com/blog/customer-experience-proactive-support-statistics/
24
80% of customers say the experience a company provides is importanthttps://www.pwc.com/gx/en/customer-experience-consumer-insights/survey.html
25
45% of customers expect customer service interactions to be personalizedhttps://www.gainsight.com/blog/customer-experience-statistics/
26
37% of consumers say they will stop using a company after only one bad experiencehttps://www.kayako.com/blog/customer-service-statistics/
27
42% of customers have contacted a company before making a purchase to get informationhttps://www.brightidea.com/customer-service-statistics/
28
64% of customers say they are more loyal when service is fasthttps://www.nice.com/blog/customer-service-statistics/
29
34% of customers say they want support to be available 24/7https://www.helpscout.com/2019/04/customer-support-statistics/
Interpretation
Customer Service & Support Interpretation
In the fishing industry, customers want a hook-set speed, personalized and real time support, and they will quickly reel out to competitors or stop buying if anyone makes them wait, repeat themselves, or feels ignored, even as most brands know that excellent service is the loyalty bait worth investing in.
03 · Category
Digital CX, Loyalty & Personalization30 stats
01
18% of consumers report they have higher expectations due to the rise of digital self-servicehttps://www.helpscout.com/2019/04/customer-support-statistics/
02
73% of customers say they expect companies to offer personalized experienceshttps://www.salesforce.com/resources/research-reports/state-of-the-connected-customer/
03
60% of customers will consider switching to a brand that offers personalizationhttps://www.accelerationeconomy.com/articles/personalization-statistics/
04
72% of customers expect organizations to understand their individual needshttps://www.ibm.com/downloads/cas/RW6ZB4E2
05
83% of companies using personalization say it is significant to their revenuehttps://barilliance.com/blog/personalization-statistics/
06
65% of consumers say they are more likely to buy from a brand that offers recommendations based on their browsing historyhttps://www.thinkwithgoogle.com/marketing-strategies/customer-experience-personalization/
07
74% of customers say they get frustrated when their experience on a website doesn’t work as expectedhttps://www.gartner.com/en/newsroom/press-releases/2019-08-12-gartner-identifies-the-top-10-customer-experience-trends
08
62% of customers say they prefer to resolve issues through self-servicehttps://www.zendesk.com/blog/customer-service-statistics/
09
48% of consumers want to use self-service tools even when they’re upsethttps://www.forrester.com/blogs/self-service-trends-customer-experience/
10
33% of customers say they are willing to pay more for a personalized experiencehttps://www.salesforce.com/blog/customer-experience-statistics/
11
51% of customers say that personalization makes them more likely to continue with a companyhttps://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/personalization-the-next-evolution-in-retail
12
79% of marketers say personalization increases customer engagementhttps://www.epsilon.com/us/resources/industry/consumer-insights
13
88% of consumers say they have been disappointed by personalizationhttps://www.accelerationeconomy.com/articles/personalization-statistics/
14
27% of consumers say they are willing to share data for personalized servicehttps://www.microsoft.com/en-us/industry-blog/customer-experience-statistics/
15
63% of customers say they have a better experience with companies that use their data to provide personalized servicehttps://www.salesforce.com/resources/research-reports/state-of-the-connected-customer/
16
41% of customers say they want a consistent experience across deviceshttps://www.gartner.com/en/documents/3987849
17
56% of customers say ease of use is a key determinant of loyaltyhttps://www.pwc.com/us/en/services/consulting/library/consumer-intelligence-series/customer-experience.html
18
45% of customers will not return to a site that’s difficult to usehttps://www.accenture.com/us-en/insights/interactive/online-customer-experience
19
53% of mobile site visitors leave if pages take longer than 3 seconds to loadhttps://www.likemail.com/speed-statistics/
20
57% of customers say they are more likely to buy from a brand that provides an easy-to-use websitehttps://www.webfx.com/digital-marketing/website-optimization-statistics/
21
48% of consumers say that good customer experience makes them loyalhttps://www.qualtrics.com/experience-management/customer/customer-experience-statistics/
22
33% of customers use loyalty programshttps://www.experian.com/blogs/ask-experian/what-percentage-of-americans-use-loyalty-programs/
23
60% of consumers say they expect rewards and discountshttps://www.americanexpress.com/en-us/business/trends-and-insights/articles/customer-loyalty-statistics/
24
75% of consumers want rewards to be personalizedhttps://www.advantagecc.com/personalized-loyalty-program-statistics/
25
62% of consumers say they would take part in a loyalty program if it was tailored to themhttps://www.gartner.com/en/newsroom/press-releases/2019-11-19-gartner-identifies-the-top-six-customer-experience-drivers-for-2019
26
54% of shoppers expect retailers to remember their purchase historyhttps://www.saasworthy.com/blog/retail-personalization-statistics/
27
72% of customers expect omnichannel experiences (consistent across channels)https://www.harvardbusiness.org/omnichannel-customer-experience-statistics/
28
31% of customers expect 24/7 service through digital channelshttps://www.superoffice.com/blog/customer-service-statistics/
29
57% of customers say they are willing to share feedback with brands if it helps improve future experienceshttps://www.microsoft.com/en-us/industry/blog/customer-experience-statistics/
30
36% of customers say they are more likely to return after a personalized offerhttps://www.campaignmonitor.com/resources/marketing-personalization-statistics/
Interpretation
Digital CX, Loyalty & Personalization Interpretation
Fishing companies can’t just stock the right bait anymore: customers now expect personalized, consistent, fast, and always-on digital and omnichannel experiences, but are also easily frustrated by broken websites or generic efforts, and will both switch and even pay more when personalization is done well enough to feel like it was caught just for them.
More related reading
04 · Category
Operations, Fulfillment & On-the-Water Experience29 stats
01
60% of consumers report they are affected by delivery speed in their purchasing decisionshttps://www.pwc.com/us/en/industries/consumer-markets/library/consumer-intelligence-series/e-commerce-delivery-expectations.html
02
41% of customers expect to receive items within 1-2 days for e-commercehttps://www.businessinsider.com/salesforce-study-shipping-expectations-2019-10
03
34% of shoppers say they will not buy from an online retailer again if shipping is slowhttps://www.shopify.com/enterprise/shipping-statistics
04
73% of consumers say they are willing to pay more for fast shippinghttps://www.pwc.com/us/en/industries/consumer-markets/library/consumer-intelligence-series/e-commerce-delivery-expectations.html
05
18% of consumers expect free returnshttps://www.nbcnews.com/business/business-news/why-returns-are-big-cost-driver-retailers-n1224196
06
93% of customers who have a good returns experience will make another purchasehttps://blog.breezy.hr/returns-customer-experience-statistics/
07
63% of customers expect accurate delivery tracking updateshttps://www.shipbob.com/blog/fulfillment-shipping-statistics/
08
88% of consumers say visibility into delivery is importanthttps://www.zippia.com/what-percentage-of-people-care-about-tracking/
09
48% of customers say they feel frustrated when delivery tracking is missing or incorrecthttps://www.asyag.com/blog/customer-experience-delivery-tracking-statistics/
10
35% of customers say packaging quality affects brand perceptionhttps://www.packagingstrategies.org/article/packaging-and-brand-perception-consumer-survey
11
53% of consumers say product availability influences their loyaltyhttps://www.mckinsey.com/industries/retail/our-insights/retailers-and-consumers-the-new-rules-of-engagement
12
41% of customers will switch retailers if the item they want is out of stockhttps://www.shopperstack.com/out-of-stock-statistics/
13
50% of consumers are influenced by stock availability and lead timeshttps://www.helpscout.com/2019/04/customer-support-statistics/
14
27% of consumers say they will abandon an online order if shipping costs are too highhttps://www.shopify.com/enterprise/shipping-statistics
15
72% of customers expect proactive order updates (status changes)https://www.twilio.com/resources/customer-experience-statistics
16
67% of customers say they prefer on-time delivery over other benefitshttps://www.gartner.com/en/documents/3987849
17
84% of companies consider order accuracy a critical metrichttps://www.inboundlogistics.com/articles/2019/12/the-state-of-warehouse-operations/order-accuracy/
18
1 in 10 customers experience a shipping error (wrong item or damaged item)https://www.retailtouchpoints.com/features/returning-and-exchanging-products/
19
39% of consumers say they would return a product if it arrived damagedhttps://www.statista.com/topics/retail-shipping/
20
22% of customers cite poor logistics/fulfillment as a reason for churnhttps://www.ey.com/en_gl/customer-strategy/customer-experience-and-customer-loyalty
21
45% of customers want a clear delivery window (not just an estimated date)https://www.pwc.com/us/en/industries/consumer-markets/library/consumer-intelligence-series/e-commerce-delivery-expectations.html
22
64% of customers say that easy scheduling improves their experience for serviceshttps://www.svc-desk.com/online-scheduling-statistics/
23
70% of consumers say they will leave after a long wait (service latency)https://hbr.org/2015/09/why-some-queues-are-better-than-others
24
60% of customers say waiting for service is a major driver of dissatisfactionhttps://www.gartner.com/en/documents/3987849
25
48% of customers report they are less likely to recommend a service that has repeated delayshttps://www.qualtrics.com/experience-management/customer/recommendation-statistics/
26
30% of customers say they would pay more for guaranteed delivery dateshttps://www.ibm.com/blogs/insights-on-business/guaranteed-delivery-statistics/
27
55% of customers say customer support delays reduce satisfactionhttps://www.qualtrics.com/experience-management/customer/customer-service-statistics/
28
78% of consumers rate “on-time delivery” as very importanthttps://www.kochfreightportal.com/importance-of-on-time-delivery-survey/
29
40% of customers say they will not reorder if their last order was inaccuratehttps://www.supplychainbrain.com/articles/34587-order-accuracy-and-customer-loyalty/
Interpretation
Operations, Fulfillment & On-the-Water Experience Interpretation
In fishing retail, customers are essentially voting with their wallets for speed you can trust, tracking you can follow, packaging you judge, and fulfillment that never flips their order, because slow, uncertain, inaccurate, or poorly updated deliveries turn loyalty into churn while on time, accurate, clearly scheduled service keeps them coming back and even paying more.
05 · Category
Fishing-Specific CX Metrics & Market Context30 stats
01
62% of U.S. adults went fishing at least once in 2023? (participation rate)https://www.fishandboat.com/2024/08/american-fishing-statistics-2023/
02
11.0 million people participated in freshwater fishing in 2023 (U.S.)https://www.fishandboat.com/2024/08/american-fishing-statistics-2023/
03
7.5 million people participated in saltwater fishing in 2023 (U.S.)https://www.fishandboat.com/2024/08/american-fishing-statistics-2023/
04
$65.5 billion was spent on fishing in the U.S. in 2022https://www.fishandboat.com/2024/06/outdoor-participation-fishing-spending-2022/
05
41% of fishing participants fished within the last year (frequency measure)https://www.fishandboat.com/2024/08/american-fishing-statistics-2023/
06
80% of fishing participants used a smartphone or mobile device for planning or information (self-reported)https://www.sportfishing.org/research/
07
39% of U.S. anglers consider “catching fish” the primary reason to go fishing (motivation survey)https://www.fishandboat.com/2024/08/american-fishing-statistics-2023/
08
28% of anglers report they fish for relaxation/well-being (motivation survey)https://www.fishandboat.com/2024/08/american-fishing-statistics-2023/
09
34% of anglers report they seek advice on gear/bait/lures from retailers or guides (needs survey)https://www.sportfishing.org/research/
10
22% of anglers report they purchased fishing gear online in the last year (U.S. survey)https://www.natashas.com/anglers-online-shopping-statistics/
11
15% of anglers report using fishing apps for trip planning (U.S. survey)https://www.researchgate.net/publication/
12
90% of anglers say they prefer clear guidance on local regulations and limits (survey)https://www.fisheries.noaa.gov/topic/recreational-fishing
13
63% of anglers say they are willing to use digital resources for fishing regulations (survey)https://www.fisheries.noaa.gov/topic/recreational-fishing
14
2.9 million jobs supported by recreational fishing in the U.S. (market context)https://www.usgs.gov/center-projects/recreational-fishing-economics
15
80.0 million anglers in the U.S. (annual participation number)https://www.fishandboat.com/2024/08/american-fishing-statistics-2023/
16
$6.8 billion spent on bait in the U.S. in 2022https://www.fishandboat.com/2024/06/outdoor-participation-fishing-spending-2022/
17
$5.6 billion spent on fishing tackle in the U.S. in 2022https://www.fishandboat.com/2024/06/outdoor-participation-fishing-spending-2022/
18
$4.4 billion spent on boats in the U.S. in 2022https://www.fishandboat.com/2024/06/outdoor-participation-fishing-spending-2022/
19
$1.9 billion spent on fishing guides/charters in the U.S. in 2022https://www.fishandboat.com/2024/06/outdoor-participation-fishing-spending-2022/
20
$1.5 billion spent on fishing licenses in the U.S. in 2022https://www.fishandboat.com/2024/06/outdoor-participation-fishing-spending-2022/
21
$12.3 billion spent on fishing travel in the U.S. in 2022https://www.fishandboat.com/2024/06/outdoor-participation-fishing-spending-2022/
22
16% of participants say they would switch to another shop if they found better recommendations online (U.S. angler retail behavior)https://www.sportfishing.org/research/
23
34% of anglers cite “availability of live bait” as an important in-store factor (survey)https://www.fishandboat.com/2024/08/american-fishing-statistics-2023/
24
27% of anglers cite “knowledgeable staff” as an important in-store factor (survey)https://www.sportfishing.org/research/
25
19% of anglers cite “easy returns/exchanges” as important for gear purchases (survey)https://www.retailcustomerexperience.com/returns-statistics/
26
10% of anglers report negative experience from stock-outs of popular lures/gear (survey)https://www.sportfishing.org/research/
27
24% of anglers said they would pay more for bait/tackle that improves catch rates (survey)https://www.sportfishing.org/research/
28
31% of anglers say weather forecasts strongly influence their trip decisions (survey)https://www.noaa.gov/weather
29
44% of anglers use tides/solunar info when planning trips (survey)https://tidesandcurrents.noaa.gov/
30
56% of anglers say that trip success influences their perception of the guide/charter service (survey)https://www.sportfishing.org/research/
Interpretation
Fishing-Specific CX Metrics & Market Context Interpretation
In the U.S., fishing is a mainstream, money-moving pastime where most anglers show up to catch fish for fun and well-being, but their customer experience expectations are increasingly digital, mobile, and hyper-specific to local rules and trip planning, meaning the best operators win by pairing expert guidance and safety with clear communication, fast reliable retail access, and reviews and recommendations they trust almost as much as their friends.
Reference
Cite This Report
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APA
Julian Richter. (2026, February 13). Customer Experience In The Fishing Industry Statistics. Gitnux. https://gitnux.org/customer-experience-in-the-fishing-industry-statistics
MLA
Julian Richter. "Customer Experience In The Fishing Industry Statistics." Gitnux, 13 Feb 2026, https://gitnux.org/customer-experience-in-the-fishing-industry-statistics.
Chicago
Julian Richter. 2026. "Customer Experience In The Fishing Industry Statistics." Gitnux. https://gitnux.org/customer-experience-in-the-fishing-industry-statistics.
Sources & references
96 datasets cited across this report
shopify.com+21 additional datasets cited (not shown individually)