GITNUXREPORT 2025

Customer Experience In The Fmcg Industry Statistics

Majority prefer personalized, seamless, and sustainable experience in FMCG.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

63% of FMCG consumers are more likely to purchase from brands with transparent supply chains

Statistic 2

69% of FMCG consumers find product authenticity and transparency critical to their purchasing decision

Statistic 3

70% of FMCG consumers prefer brands that communicate sustainability efforts transparently

Statistic 4

51% of FMCG consumers value brands that provide comprehensive product information online

Statistic 5

62% of FMCG consumers trust brands that engage transparently about product sourcing and manufacturing practices

Statistic 6

54% of FMCG consumers seek brands with clear and honest labeling

Statistic 7

75% of FMCG companies plan to increase digital marketing investments in the next year

Statistic 8

59% of FMCG brands believe mobile commerce will surpass desktop in the next two years

Statistic 9

66% of FMCG companies plan to increase their focus on omnichannel customer engagement within the next year

Statistic 10

69% of FMCG companies prioritize customer experience innovation to stay competitive

Statistic 11

47% of FMCG companies forecast accelerating growth through enhanced customer experience strategies

Statistic 12

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

Statistic 13

70% of FMCG shoppers prefer brands that offer personalized experiences

Statistic 14

Customer retention in the FMCG industry improves by 25% when brands effectively utilize CRM tools

Statistic 15

38% of FMCG customers abandon a purchase if they experience poor customer service

Statistic 16

72% of FMCG consumers favor brands offering seamless online and offline shopping experiences

Statistic 17

80% of FMCG companies believe improving customer experience is a key driver for revenue growth

Statistic 18

49% of FMCG customers report that loyalty programs influence their purchasing decisions

Statistic 19

69% of FMCG consumers find convenience to be the most important factor in their shopping experience

Statistic 20

73% of FMCG consumers prefer quick and efficient customer service responses

Statistic 21

50% of FMCG shoppers use loyalty apps to track rewards and benefits

Statistic 22

45% of FMCG consumers are likely to switch brands after a poor customer experience

Statistic 23

78% of FMCG consumers trust online reviews as much as personal recommendations

Statistic 24

61% of FMCG consumers expect brands to offer seamless return processes

Statistic 25

55% of FMCG companies report increased ROI when integrating customer experience data into marketing strategies

Statistic 26

80% of FMCG consumers are influenced by innovative packaging that enhances product experience

Statistic 27

58% of consumers are willing to switch brands if customer support is unsatisfactory

Statistic 28

64% of FMCG businesses measure customer satisfaction regularly to improve offerings

Statistic 29

81% of FMCG consumers prefer shopping from brands offering loyalty reward programs

Statistic 30

61% of FMCG companies focus on building digital communities to strengthen customer loyalty

Statistic 31

49% of FMCG brands believe that real-time data analytics improves customer experience

Statistic 32

83% of FMCG consumers are more loyal to brands with positive online reviews and user-generated content

Statistic 33

60% of FMCG customers check reviews before making a purchase

Statistic 34

45% of consumers have increased their online FMCG purchases over the past year

Statistic 35

52% of FMCG consumers are more likely to buy from brands they follow on social media

Statistic 36

80% of FMCG brands using omnichannel strategies report an increase in customer satisfaction

Statistic 37

55% of FMCG consumers are influenced by peer reviews and testimonials

Statistic 38

67% of FMCG shoppers have used mobile apps to enhance their shopping experience

Statistic 39

48% of FMCG companies say personalized marketing has yielded a 15-20% increase in customer engagement

Statistic 40

54% of FMCG brands see social media engagement as critical for customer experience

Statistic 41

42% of FMCG brands track customer feedback through digital channels to improve their offerings

Statistic 42

57% of FMCG customers have experienced personalized offers via email or mobile

Statistic 43

FMCG companies that utilize AI for customer service report a 33% reduction in resolution time

Statistic 44

65% of FMCG shoppers prefer to receive product recommendations through digital channels

Statistic 45

74% of FMCG companies have increased their investments in customer experience technologies over the past three years

Statistic 46

40% of FMCG consumers abandon online shopping carts due to complicated checkout processes

Statistic 47

55% of FMCG brands utilize influencer marketing to boost customer engagement

Statistic 48

63% of FMCG consumers participate in brand-sponsored social media challenges or campaigns

Statistic 49

44% of FMCG companies have adopted augmented reality features to enhance customer interaction

Statistic 50

37% of FMCG shoppers use voice assistants to help with shopping decisions

Statistic 51

43% of FMCG companies believe that AI-driven personalization boosts conversion rates

Statistic 52

66% of FMCG brands are adopting chatbots to improve customer service interaction

Statistic 53

59% of FMCG customers expect quick resolutions to complaints via social media

Statistic 54

74% of FMCG shoppers use mobile payment options for faster checkout

Statistic 55

43% of FMCG customers use comparison apps to evaluate products online

Statistic 56

68% of FMCG companies are exploring AR and VR to enhance customer engagement

Statistic 57

57% of FMCG brands are investing in AI chatbots to deliver personalized customer support

Statistic 58

75% of FMCG consumers have influenced a purchase decision based on brand social media content

Statistic 59

60% of FMCG consumers expect brands to offer instant messaging support

Statistic 60

74% of FMCG companies are increasing efforts in digital customer engagement to adapt to post-pandemic shopping habits

Statistic 61

65% of FMCG companies report increasing focus on sustainability to enhance customer experience

Statistic 62

58% of FMCG consumers prefer brands that support social causes

Statistic 63

82% of FMCG consumers respond positively to brands that offer eco-friendly packaging

Statistic 64

50% of FMCG shoppers have increased their use of eco-friendly products as part of their customer experience

Statistic 65

72% of FMCG consumers seek out brands that demonstrate social responsibility actively

Statistic 66

53% of FMCG shoppers would pay a premium for products from socially responsible brands

Statistic 67

68% of FMCG shoppers prefer brands with sustainable packaging

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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 FMCG
70% of FMCG shoppers prefer brands that offer personalized experiences
60% of FMCG customers check reviews before making a purchase
45% of consumers have increased their online FMCG purchases over the past year
75% of FMCG companies plan to increase digital marketing investments in the next year
Customer retention in the FMCG industry improves by 25% when brands effectively utilize CRM tools
52% of FMCG consumers are more likely to buy from brands they follow on social media
65% of FMCG companies report increasing focus on sustainability to enhance customer experience
38% of FMCG customers abandon a purchase if they experience poor customer service
80% of FMCG brands using omnichannel strategies report an increase in customer satisfaction
55% of FMCG consumers are influenced by peer reviews and testimonials
67% of FMCG shoppers have used mobile apps to enhance their shopping experience
48% of FMCG companies say personalized marketing has yielded a 15-20% increase in customer engagement

In an era where 86% of consumers are willing to pay more for a superior customer experience, FMCG brands are racing to innovate through personalization, digital engagement, and sustainable practices to meet rising expectations and secure consumer loyalty.

Brand Expectations and Transparency

63% of FMCG consumers are more likely to purchase from brands with transparent supply chains
69% of FMCG consumers find product authenticity and transparency critical to their purchasing decision
70% of FMCG consumers prefer brands that communicate sustainability efforts transparently
51% of FMCG consumers value brands that provide comprehensive product information online
62% of FMCG consumers trust brands that engage transparently about product sourcing and manufacturing practices
54% of FMCG consumers seek brands with clear and honest labeling

Brand Expectations and Transparency Interpretation

In an era where a majority of FMCG consumers demand transparency—from supply chains to sustainability and labeling—brands that honestly communicate their practices are not just gaining trust but future-proofing their market share against the transparency revolution.

Company Strategies and Market Trends

75% of FMCG companies plan to increase digital marketing investments in the next year
59% of FMCG brands believe mobile commerce will surpass desktop in the next two years
66% of FMCG companies plan to increase their focus on omnichannel customer engagement within the next year
69% of FMCG companies prioritize customer experience innovation to stay competitive
47% of FMCG companies forecast accelerating growth through enhanced customer experience strategies

Company Strategies and Market Trends Interpretation

With nearly three-quarters of FMCG companies ramping up digital and omnichannel efforts, it's clear that in the race for customer loyalty, innovation in experience isn't just an option—it's the new competitive must-have—even as mobile commerce prepares to overtake desktops in the blink of an eye.

Consumer Preferences and Loyalty

86% of consumers are willing to pay more for a better customer experience in FMCG
70% of FMCG shoppers prefer brands that offer personalized experiences
Customer retention in the FMCG industry improves by 25% when brands effectively utilize CRM tools
38% of FMCG customers abandon a purchase if they experience poor customer service
72% of FMCG consumers favor brands offering seamless online and offline shopping experiences
80% of FMCG companies believe improving customer experience is a key driver for revenue growth
49% of FMCG customers report that loyalty programs influence their purchasing decisions
69% of FMCG consumers find convenience to be the most important factor in their shopping experience
73% of FMCG consumers prefer quick and efficient customer service responses
50% of FMCG shoppers use loyalty apps to track rewards and benefits
45% of FMCG consumers are likely to switch brands after a poor customer experience
78% of FMCG consumers trust online reviews as much as personal recommendations
61% of FMCG consumers expect brands to offer seamless return processes
55% of FMCG companies report increased ROI when integrating customer experience data into marketing strategies
80% of FMCG consumers are influenced by innovative packaging that enhances product experience
58% of consumers are willing to switch brands if customer support is unsatisfactory
64% of FMCG businesses measure customer satisfaction regularly to improve offerings
81% of FMCG consumers prefer shopping from brands offering loyalty reward programs
61% of FMCG companies focus on building digital communities to strengthen customer loyalty
49% of FMCG brands believe that real-time data analytics improves customer experience
83% of FMCG consumers are more loyal to brands with positive online reviews and user-generated content

Consumer Preferences and Loyalty Interpretation

In the fast-moving world of FMCG, it's clear that consumers are willing to spend more and stay loyal—if brands serve up seamless, personalized experiences backed by smart data and innovative packaging, proving that in this industry, the customer experience isn't just a service—it's the ultimate competitive edge.

Digital Engagement and Online Behavior

60% of FMCG customers check reviews before making a purchase
45% of consumers have increased their online FMCG purchases over the past year
52% of FMCG consumers are more likely to buy from brands they follow on social media
80% of FMCG brands using omnichannel strategies report an increase in customer satisfaction
55% of FMCG consumers are influenced by peer reviews and testimonials
67% of FMCG shoppers have used mobile apps to enhance their shopping experience
48% of FMCG companies say personalized marketing has yielded a 15-20% increase in customer engagement
54% of FMCG brands see social media engagement as critical for customer experience
42% of FMCG brands track customer feedback through digital channels to improve their offerings
57% of FMCG customers have experienced personalized offers via email or mobile
FMCG companies that utilize AI for customer service report a 33% reduction in resolution time
65% of FMCG shoppers prefer to receive product recommendations through digital channels
74% of FMCG companies have increased their investments in customer experience technologies over the past three years
40% of FMCG consumers abandon online shopping carts due to complicated checkout processes
55% of FMCG brands utilize influencer marketing to boost customer engagement
63% of FMCG consumers participate in brand-sponsored social media challenges or campaigns
44% of FMCG companies have adopted augmented reality features to enhance customer interaction
37% of FMCG shoppers use voice assistants to help with shopping decisions
43% of FMCG companies believe that AI-driven personalization boosts conversion rates
66% of FMCG brands are adopting chatbots to improve customer service interaction
59% of FMCG customers expect quick resolutions to complaints via social media
74% of FMCG shoppers use mobile payment options for faster checkout
43% of FMCG customers use comparison apps to evaluate products online
68% of FMCG companies are exploring AR and VR to enhance customer engagement
57% of FMCG brands are investing in AI chatbots to deliver personalized customer support
75% of FMCG consumers have influenced a purchase decision based on brand social media content
60% of FMCG consumers expect brands to offer instant messaging support
74% of FMCG companies are increasing efforts in digital customer engagement to adapt to post-pandemic shopping habits

Digital Engagement and Online Behavior Interpretation

In an era where 60% of FMCG consumers hunt for reviews before buying and 74% are swayed by social media content, brands embracing omnichannel strategies, AI-driven personalization, and innovative tech like AR and chatbots are not just improving customer satisfaction but are essential for staying competitive in a rapidly digitalizing marketplace.

Sustainability and Ethical Practices

65% of FMCG companies report increasing focus on sustainability to enhance customer experience
58% of FMCG consumers prefer brands that support social causes
82% of FMCG consumers respond positively to brands that offer eco-friendly packaging
50% of FMCG shoppers have increased their use of eco-friendly products as part of their customer experience
72% of FMCG consumers seek out brands that demonstrate social responsibility actively
53% of FMCG shoppers would pay a premium for products from socially responsible brands
68% of FMCG shoppers prefer brands with sustainable packaging

Sustainability and Ethical Practices Interpretation

In an era where consumer conscience outpaces convenience, FMCG companies swiftly realize that aligning sustainability and social responsibility with customer experience isn't just good ethics—it's good business, with over half of shoppers willing to pay a premium for brands that walk the talk.