GITNUXREPORT 2025

Customer Experience In The Furniture Industry Statistics

Exceptional, personalized service boosts furniture customer experience and 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

85% of consumers trust online reviews as much as personal recommendations in choosing furniture brands

Statistic 2

69% of furniture consumers become repeat buyers after multiple positive experiences

Statistic 3

81% of consumers prefer brands that demonstrate transparency about pricing and policies

Statistic 4

84% of customers say that their experience with a company is as important as its products or services

Statistic 5

86% of buyers will pay more for a better customer experience

Statistic 6

73% of customers agree that customer experience is an important factor in their purchasing decisions in the furniture industry

Statistic 7

68% of customers will stop working with a brand after a negative experience

Statistic 8

Exceptional customer service can increase customer retention by 60% in furniture retail

Statistic 9

78% of furniture consumers prefer to browse and purchase from brands that offer personalized experiences

Statistic 10

65% of customers state that a seamless omnichannel experience influences their furniture purchase

Statistic 11

52% of furniture buyers have abandoned a purchase due to poor customer service

Statistic 12

81% of customers trust a brand more if they have a positive customer service experience

Statistic 13

69% of furniture customers are more likely to buy from a retailer offering live chat support

Statistic 14

61% of furniture retailers have noticed a direct correlation between customer experience initiatives and increased sales

Statistic 15

79% of consumers say that helpful and friendly staff is crucial to their overall shopping experience

Statistic 16

55% of furniture consumers prioritize a quick and easy checkout process

Statistic 17

72% of customers say they would recommend a furniture store following a positive experience

Statistic 18

Customer satisfaction scores in the furniture industry average around 78%

Statistic 19

59% of furniture buyers prefer to shop at stores that offer flexible return policies

Statistic 20

77% of furniture companies are investing more in digital customer experience solutions post-pandemic

Statistic 21

58% of furniture consumers are influenced by the availability of in-home furniture demonstrations

Statistic 22

67% of furniture businesses see a direct link between enhanced customer experience and increased revenue

Statistic 23

80% of furniture buyers say their perception of a brand improves after a positive customer service interaction

Statistic 24

54% of furniture consumers prefer to communicate via messaging apps rather than voice calls

Statistic 25

71% of furniture retailers use customer feedback to improve their service offerings

Statistic 26

82% of customers say they are more likely to revisit furniture stores that personalize their shopping experience

Statistic 27

57% of furniture customers report that after-sales service impacts their overall satisfaction

Statistic 28

88% of furniture shoppers believe that virtual reality and augmented reality tools improve their shopping experience

Statistic 29

76% of customers are more likely to purchase from a brand with excellent mobile website usability

Statistic 30

62% of furniture buyers report that their last shopping experience was more satisfactory when assisted by knowledgeable staff

Statistic 31

75% of customers cite hassle-free returns as one of their top factors influencing loyalty

Statistic 32

70% of furniture customers are likely to recommend a brand after a positive experience

Statistic 33

69% of customers expect to receive consistent messaging across all channels

Statistic 34

74% of furniture retailers report increased sales due to improved customer experience initiatives

Statistic 35

63% of consumers appreciate proactive communication from brands about delivery and service updates

Statistic 36

79% of customers say that they are more loyal to brands that actively seek and incorporate customer feedback

Statistic 37

58% of large furniture retailers offer omnichannel return options to enhance customer experience

Statistic 38

80% of consumers say that a personalized shopping experience increases their likelihood to buy furniture

Statistic 39

66% of furniture customers expect a response within 24 hours when they reach out with inquiries

Statistic 40

60% of customers say their loyalty is affected by how well a company handles complaints

Statistic 41

64% of furniture customers expect quick resolution of issues, often within 48 hours

Statistic 42

89% of consumers state that quick and effective problem resolution increases their satisfaction

Statistic 43

66% of furniture consumers have switched brands due to poor customer service experience

Statistic 44

78% of furniture customers prefer online chat for immediate assistance

Statistic 45

74% of customers use social media platforms to voice their experiences, positive or negative, about furniture brands

Statistic 46

65% of furniture buyers are influenced by online video content during their research phase

Statistic 47

49% of furniture consumers are more likely to buy from brands that offer real-time inventory updates

Statistic 48

55% of furniture buyers use augmented reality apps to visualize furniture in their homes

Statistic 49

60% of furniture buyers are more likely to purchase from companies with a strong social media presence

Statistic 50

76% of customers find augmented reality tools helpful during the decision-making process in furniture shopping

Statistic 51

70% of furniture buyers are influenced by online reviews and ratings

Statistic 52

83% of customers say that a personalized email or message influences their furniture purchase decisions

Statistic 53

72% of online furniture shoppers abandon their carts due to high shipping costs

Statistic 54

85% of furniture consumers value eco-friendly and sustainable options, influencing their loyalty and purchasing decisions

Statistic 55

54% of furniture shoppers are influenced by free shipping offers

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Key Highlights

84% of customers say that their experience with a company is as important as its products or services
86% of buyers will pay more for a better customer experience
73% of customers agree that customer experience is an important factor in their purchasing decisions in the furniture industry
70% of furniture buyers are influenced by online reviews and ratings
68% of customers will stop working with a brand after a negative experience
Exceptional customer service can increase customer retention by 60% in furniture retail
78% of furniture consumers prefer to browse and purchase from brands that offer personalized experiences
65% of customers state that a seamless omnichannel experience influences their furniture purchase
52% of furniture buyers have abandoned a purchase due to poor customer service
81% of customers trust a brand more if they have a positive customer service experience
69% of furniture customers are more likely to buy from a retailer offering live chat support
61% of furniture retailers have noticed a direct correlation between customer experience initiatives and increased sales
79% of consumers say that helpful and friendly staff is crucial to their overall shopping experience

In an industry where 84% of customers believe their experience is as vital as the furniture itself, mastering exceptional customer service has become the key to standing out and driving sales in the furniture industry.

Brand Loyalty and Trust

85% of consumers trust online reviews as much as personal recommendations in choosing furniture brands
69% of furniture consumers become repeat buyers after multiple positive experiences
81% of consumers prefer brands that demonstrate transparency about pricing and policies

Brand Loyalty and Trust Interpretation

These statistics reveal that in the furniture industry, trust is increasingly built on digital word-of-mouth and transparency, turning online reviews and clear policies into the true cornerstones of customer loyalty, much like a finely crafted piece of furniture—built to last and admired for its integrity.

Customer Experience and Satisfaction

84% of customers say that their experience with a company is as important as its products or services
86% of buyers will pay more for a better customer experience
73% of customers agree that customer experience is an important factor in their purchasing decisions in the furniture industry
68% of customers will stop working with a brand after a negative experience
Exceptional customer service can increase customer retention by 60% in furniture retail
78% of furniture consumers prefer to browse and purchase from brands that offer personalized experiences
65% of customers state that a seamless omnichannel experience influences their furniture purchase
52% of furniture buyers have abandoned a purchase due to poor customer service
81% of customers trust a brand more if they have a positive customer service experience
69% of furniture customers are more likely to buy from a retailer offering live chat support
61% of furniture retailers have noticed a direct correlation between customer experience initiatives and increased sales
79% of consumers say that helpful and friendly staff is crucial to their overall shopping experience
55% of furniture consumers prioritize a quick and easy checkout process
72% of customers say they would recommend a furniture store following a positive experience
Customer satisfaction scores in the furniture industry average around 78%
59% of furniture buyers prefer to shop at stores that offer flexible return policies
77% of furniture companies are investing more in digital customer experience solutions post-pandemic
58% of furniture consumers are influenced by the availability of in-home furniture demonstrations
67% of furniture businesses see a direct link between enhanced customer experience and increased revenue
80% of furniture buyers say their perception of a brand improves after a positive customer service interaction
54% of furniture consumers prefer to communicate via messaging apps rather than voice calls
71% of furniture retailers use customer feedback to improve their service offerings
82% of customers say they are more likely to revisit furniture stores that personalize their shopping experience
57% of furniture customers report that after-sales service impacts their overall satisfaction
88% of furniture shoppers believe that virtual reality and augmented reality tools improve their shopping experience
76% of customers are more likely to purchase from a brand with excellent mobile website usability
62% of furniture buyers report that their last shopping experience was more satisfactory when assisted by knowledgeable staff
75% of customers cite hassle-free returns as one of their top factors influencing loyalty
70% of furniture customers are likely to recommend a brand after a positive experience
69% of customers expect to receive consistent messaging across all channels
74% of furniture retailers report increased sales due to improved customer experience initiatives
63% of consumers appreciate proactive communication from brands about delivery and service updates
79% of customers say that they are more loyal to brands that actively seek and incorporate customer feedback
58% of large furniture retailers offer omnichannel return options to enhance customer experience
80% of consumers say that a personalized shopping experience increases their likelihood to buy furniture

Customer Experience and Satisfaction Interpretation

In the furniture industry, where craftsmanship matters, a stellar customer experience—akin to fine upholstery—not only cushions loyalty and boosts sales but is now the foundation where 84% of customers equate their experience with the value of the product, highlighting that in this market, how you serve is just as important as what you sell.

Customer Service and Support

66% of furniture customers expect a response within 24 hours when they reach out with inquiries
60% of customers say their loyalty is affected by how well a company handles complaints
64% of furniture customers expect quick resolution of issues, often within 48 hours
89% of consumers state that quick and effective problem resolution increases their satisfaction
66% of furniture consumers have switched brands due to poor customer service experience
78% of furniture customers prefer online chat for immediate assistance

Customer Service and Support Interpretation

In the furniture industry, swift, responsive, and effective customer service isn't just a nice-to-have—it's the foundation of loyalty, with many consumers willing to switch brands or feel dissatisfied if their expectations for prompt resolution and online support go unmet.

Digital Engagement and Technology

74% of customers use social media platforms to voice their experiences, positive or negative, about furniture brands
65% of furniture buyers are influenced by online video content during their research phase
49% of furniture consumers are more likely to buy from brands that offer real-time inventory updates
55% of furniture buyers use augmented reality apps to visualize furniture in their homes
60% of furniture buyers are more likely to purchase from companies with a strong social media presence
76% of customers find augmented reality tools helpful during the decision-making process in furniture shopping

Digital Engagement and Technology Interpretation

In an era where 74% voice their furniture experiences on social media and 76% find AR tools pivotal, brands must blend digital innovation with authentic engagement to truly captivate the modern buyer—and avoid becoming just a passing online comment.

Purchasing Behavior and Preferences

70% of furniture buyers are influenced by online reviews and ratings
83% of customers say that a personalized email or message influences their furniture purchase decisions
72% of online furniture shoppers abandon their carts due to high shipping costs
85% of furniture consumers value eco-friendly and sustainable options, influencing their loyalty and purchasing decisions
54% of furniture shoppers are influenced by free shipping offers

Purchasing Behavior and Preferences Interpretation

In an era where 70% of buyers are swayed by reviews, 83% by personalized messages, and eco-friendly choices sway 85%, furniture retailers must navigate a complex landscape—balancing transparency, targeted communication, and sustainable options—lest they lose customers to high shipping costs and abandoned carts.