GITNUXREPORT 2025

Customer Experience In The Game Industry Statistics

Effective customer support boosts loyalty, engagement, and purchasing in gaming industry.

Jannik Linder

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

First published: April 29, 2025

Our Commitment to Accuracy

Rigorous fact-checking • Reputable sources • Regular updatesLearn more

Statistic 1

67% of players have contacted game customer support in the past year

Statistic 2

82% of players survey that personalized support enhances their engagement

Statistic 3

65% of gamers are more likely to recommend a game if they receive excellent support

Statistic 4

58% of gamers have abandoned a game after poor customer support experience

Statistic 5

77% of gamers expect 24/7 support from major game titles

Statistic 6

78% of gamers want to see more tutorials and onboarding help in-game

Statistic 7

55% of gamers say that proactive customer support prevents issues from escalating

Statistic 8

69% of gamers consider in-game support channels essential

Statistic 9

85% of gamers expect developers to respond to reviews addressing bugs or issues

Statistic 10

48% of players report that poor support experience negatively affected their perception of the game brand

Statistic 11

74% of gaming companies increased their investment in customer support during 2022

Statistic 12

57% of gamers are satisfied with the current level of support provided by AAA game studios

Statistic 13

61% of players consider in-game feedback forms as an effective way to resolve issues

Statistic 14

80% of gamers look for transparent communication from customer support during problem resolution

Statistic 15

64% of players prioritize quick refunds for digital purchases as part of support

Statistic 16

70% of gamers prefer support options that include video tutorials

Statistic 17

89% of gamers would stop playing a game if they encountered persistent unresolved issues

Statistic 18

63% of gamers report that live support reduces frustration during gameplay problems

Statistic 19

54% of players view developer responsiveness on social media as indicative of good support

Statistic 20

72% of gamers say that receiving follow-up support increases their trust in a game developer

Statistic 21

65% of mobile gamers report that issues are more frustrating due to lack of immediate support options

Statistic 22

39% of gamers have abandoned in-game purchases due to unresolved support issues

Statistic 23

70% of gamers are willing to pay extra for premium support services

Statistic 24

55% of gamers expect multilingual support in their preferred language

Statistic 25

66% of players feel that in-game support features reduce reliance on external help

Statistic 26

58% of gamers find that game updates and patches improve their support experience

Statistic 27

54% of gamers believe that personalized customer support leads to higher satisfaction

Statistic 28

48% of players would share their positive support experiences on social media

Statistic 29

84% of gamers feel that addressing support issues promptly impacts their overall perception of the game

Statistic 30

75% of gamers trust game companies more when they see ongoing support for older or less popular titles

Statistic 31

62% of players report that in-game customer support influences their purchasing decisions

Statistic 32

69% of gamers have participated in beta testing to gain access to dedicated support and feedback channels

Statistic 33

53% of gamers feel that good support resolves their issues faster than community forums alone

Statistic 34

60% of surveyed gamers report that their gaming support experiences improved during the pandemic period

Statistic 35

80% of gamers believe that transparent support processes reduce frustration

Statistic 36

50% of gamers would switch to a competitor if ongoing support issues are not addressed promptly

Statistic 37

89% of gamers say that good customer service influences their loyalty to a game

Statistic 38

46% of players are more likely to stay loyal to a game with active community management

Statistic 39

70% of digital game purchases include post-sale support

Statistic 40

73% of gamers feel that quick response times improve their gaming experience

Statistic 41

63% of gamers feel that support responsiveness impacts their overall satisfaction

Statistic 42

49% of gamers assume their support issues are resolved within 48 hours

Statistic 43

45% of gamers prefer live chat support over email or phone

Statistic 44

52% of gamers have utilized community forums to resolve issues before contacting support

Statistic 45

60% of players prefer live support chat to solve urgent issues

Statistic 46

42% of gamers report having solved account issues via social media in the last year

Statistic 47

79% of support tickets in the industry relate to technical bugs

Statistic 48

72% of support interactions involve digital channels such as email, chat, or social media

Statistic 49

45% of players prefer video chat support for complex issues

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Sources

Our Reports have been cited by:

Trust Badges - Publications that have cited our reports

Key Highlights

89% of gamers say that good customer service influences their loyalty to a game
67% of players have contacted game customer support in the past year
45% of gamers prefer live chat support over email or phone
73% of gamers feel that quick response times improve their gaming experience
82% of players survey that personalized support enhances their engagement
65% of gamers are more likely to recommend a game if they receive excellent support
58% of gamers have abandoned a game after poor customer support experience
77% of gamers expect 24/7 support from major game titles
52% of gamers have utilized community forums to resolve issues before contacting support
63% of gamers feel that support responsiveness impacts their overall satisfaction
70% of digital game purchases include post-sale support
78% of gamers want to see more tutorials and onboarding help in-game
46% of players are more likely to stay loyal to a game with active community management

Did you know that a staggering 89% of gamers say that exceptional customer service deeply influences their loyalty, making support a pivotal factor in the thriving and competitive game industry?

Customer Support Preferences and Satisfaction

67% of players have contacted game customer support in the past year
82% of players survey that personalized support enhances their engagement
65% of gamers are more likely to recommend a game if they receive excellent support
58% of gamers have abandoned a game after poor customer support experience
77% of gamers expect 24/7 support from major game titles
78% of gamers want to see more tutorials and onboarding help in-game
55% of gamers say that proactive customer support prevents issues from escalating
69% of gamers consider in-game support channels essential
85% of gamers expect developers to respond to reviews addressing bugs or issues
48% of players report that poor support experience negatively affected their perception of the game brand
74% of gaming companies increased their investment in customer support during 2022
57% of gamers are satisfied with the current level of support provided by AAA game studios
61% of players consider in-game feedback forms as an effective way to resolve issues
80% of gamers look for transparent communication from customer support during problem resolution
64% of players prioritize quick refunds for digital purchases as part of support
70% of gamers prefer support options that include video tutorials
89% of gamers would stop playing a game if they encountered persistent unresolved issues
63% of gamers report that live support reduces frustration during gameplay problems
54% of players view developer responsiveness on social media as indicative of good support
72% of gamers say that receiving follow-up support increases their trust in a game developer
65% of mobile gamers report that issues are more frustrating due to lack of immediate support options
39% of gamers have abandoned in-game purchases due to unresolved support issues
70% of gamers are willing to pay extra for premium support services
55% of gamers expect multilingual support in their preferred language
66% of players feel that in-game support features reduce reliance on external help
58% of gamers find that game updates and patches improve their support experience
54% of gamers believe that personalized customer support leads to higher satisfaction
48% of players would share their positive support experiences on social media
84% of gamers feel that addressing support issues promptly impacts their overall perception of the game
75% of gamers trust game companies more when they see ongoing support for older or less popular titles
62% of players report that in-game customer support influences their purchasing decisions
69% of gamers have participated in beta testing to gain access to dedicated support and feedback channels
53% of gamers feel that good support resolves their issues faster than community forums alone
60% of surveyed gamers report that their gaming support experiences improved during the pandemic period
80% of gamers believe that transparent support processes reduce frustration
50% of gamers would switch to a competitor if ongoing support issues are not addressed promptly

Customer Support Preferences and Satisfaction Interpretation

In the increasingly competitive world of gaming, where 67% of players seek support and 82% crave personalized help to deepen engagement, it's clear that gamers don't just want a game—they demand a support experience that is quick, transparent, and proactive, or risk turning their loyalty to other titles, as nearly half have done when support woes persist.

Player Loyalty and Retention Factors

89% of gamers say that good customer service influences their loyalty to a game
46% of players are more likely to stay loyal to a game with active community management

Player Loyalty and Retention Factors Interpretation

With nearly 9 in 10 gamers valuing stellar customer service and nearly half staying loyal thanks to active community engagement, it's clear that in the game industry, strong support isn't just nice—it's a game-changer.

Post-Sale Support and Community Engagement

70% of digital game purchases include post-sale support

Post-Sale Support and Community Engagement Interpretation

With 70% of digital game purchases including post-sale support, gamers are clearly demanding more than just a quick play—they want a lifelong sidekick in their virtual quests.

Response Times and Support Effectiveness

73% of gamers feel that quick response times improve their gaming experience
63% of gamers feel that support responsiveness impacts their overall satisfaction
49% of gamers assume their support issues are resolved within 48 hours

Response Times and Support Effectiveness Interpretation

These statistics highlight that in the gaming world, where milliseconds matter, prompt and effective support isn't just a perk—it's the game-changer in player satisfaction.

Support Channels and Communication Methods

45% of gamers prefer live chat support over email or phone
52% of gamers have utilized community forums to resolve issues before contacting support
60% of players prefer live support chat to solve urgent issues
42% of gamers report having solved account issues via social media in the last year
79% of support tickets in the industry relate to technical bugs
72% of support interactions involve digital channels such as email, chat, or social media
45% of players prefer video chat support for complex issues

Support Channels and Communication Methods Interpretation

In an era where nearly half of gamers favor live chat and social media for support, the industry must embrace multichannel, instant, and multimedia communication to level up customer satisfaction and troubleshoot technical bugs faster than ever.