GITNUXREPORT 2025

Customer Experience In The Glass Industry Statistics

Exceptional customer experience drives loyalty, recommendation, and increased spending.

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

85% of customers trust online reviews as much as personal recommendations

Statistic 2

81% of consumers trust recommendations from friends and family over other advertising channels

Statistic 3

62% of consumers say that transparency about company policies influences their trust and loyalty

Statistic 4

89% of consumers are more likely to shop with a company after a positive customer experience

Statistic 5

77% of customers have chosen, recommended, or paid more for a brand that provides a great customer experience

Statistic 6

52% of consumers say that a bad customer experience made them avoid a business altogether

Statistic 7

78% of customers say that personalized experiences increase their likelihood to purchase

Statistic 8

60% of customers expect consistent interactions across multiple channels

Statistic 9

80% of Americans say that they are more likely to do business with a brand that offers personalized experiences

Statistic 10

73% of consumers point to customer experience as an important factor in their purchasing decisions

Statistic 11

69% of consumers are willing to share behavioral data for a better shopping experience

Statistic 12

65% of customers say that a positive experience with a brand influences their willingness to recommend it

Statistic 13

75% of customers make judgments about a company’s credibility based on their first impression of customer service

Statistic 14

74% of consumers are likely to switch brands if they find the purchasing process too complicated

Statistic 15

72% of customers will share positive experiences with six or more people, while 13% will share negative ones with 15 or more

Statistic 16

40% of customers say they will switch brands after just one bad experience

Statistic 17

60% of customers believe that the overall customer experience provided by a company is more important than advertising

Statistic 18

88% of customers say that they are willing to pay more for better customer experience

Statistic 19

62% of customers expect companies to anticipate their needs

Statistic 20

49% of customers say they have higher expectations for customer service than they did a year ago

Statistic 21

90% of customers say they have had an experience where a company’s staff was unhelpful or rude

Statistic 22

95% of consumers consider customer service to be an important factor in their loyalty to a brand

Statistic 23

84% of consumers are more likely to recommend a brand after a positive customer service experience

Statistic 24

78% of consumers have ended a transaction due to poor customer service

Statistic 25

68% of consumers will pay a premium for a better customer experience

Statistic 26

61% of customers have stopped doing business with a company after a poor customer experience

Statistic 27

54% of customers say they are likely to share a good experience with others

Statistic 28

47% of consumers say that their loyalty is primarily driven by how well a company handles problems

Statistic 29

82% of consumers want more human interaction with brands, despite digital advancements

Statistic 30

49% of consumers say that companies should actively seek feedback to improve customer experience

Statistic 31

70% of customers have switched brands due to poor customer service experience

Statistic 32

77% of consumers say that their experience with a company influences their likelihood to purchase again

Statistic 33

63% of customers prefer to resolve issues without talking to a representative, through self-service options

Statistic 34

58% of consumers rely on social media to reach out for customer service inquiries

Statistic 35

56% of customers say their loyalty depends on how quickly their issues are resolved

Statistic 36

74% of consumers would be willing to spend more on a brand that offers excellent customer service

Statistic 37

45% of customers say that inconvenient or poorly designed websites hinder their experience

Statistic 38

84% of consumers say that a seamless online experience influences their satisfaction

Statistic 39

58% of customers state that they will stop doing business with a company after a single bad experience

Statistic 40

67% of customers say that a responsive customer service team enhances their overall brand perception

Statistic 41

61% of consumers expect brands to be proactive in reaching out and solving problems before they arise

Statistic 42

65% of customers believe that quality customer service is a key factor in their overall satisfaction

Statistic 43

43% of consumers report that they have had to wait more than five minutes for customer support, which negatively impacts their satisfaction

Statistic 44

53% of customers say that personalized service increases their likelihood to stay loyal

Statistic 45

83% of customers say that easy product or service returns improve their customer experience

Statistic 46

58% of consumers are more likely to recommend a brand after a positive customer service experience

Statistic 47

59% of customers prefer to resolve complaints through written communication rather than speaking directly to a representative

Statistic 48

49% of consumers have switched brands due to poor or inconsistent customer service

Statistic 49

55% of consumers expect companies to communicate proactively during service disruptions

Statistic 50

73% of consumers say that a fast response time is vital to a positive service experience

Statistic 51

58% of customers feel that a lack of proactive outreach diminishes their overall experience

Statistic 52

76% of Americans believe that companies should prioritize customer experience over product or price

Statistic 53

72% of consumers say their loyalty is influenced by how well brands personalize their experiences

Statistic 54

82% of consumers are willing to recommend brands with positive customer service experiences

Statistic 55

78% of customers say that quick resolution of issues positively impacts their perception of a brand

Statistic 56

64% of consumers complain about needing to repeat their issues multiple times to different support agents, indicating a need for better case management

Statistic 57

72% of consumers value the ability to resolve queries using mobile devices

Statistic 58

61% of customers expect brands to act on feedback provided via surveys, indicating their desire for ongoing engagement

Statistic 59

53% of consumers believe that companies should use their data to proactively improve service

Statistic 60

49% of customers have stopped engaging with a brand after a poor customer support experience

Statistic 61

80% of consumers say that their perception of a brand is influenced by how well they are treated during problem resolution

Statistic 62

55% of consumers want brands to proactively address potential problems before they escalate

Statistic 63

58% of customers expect companies to notify them about delays or issues before they contact support

Statistic 64

89% of customers say that consistent and competent customer service positively impacts their overall brand perception

Statistic 65

73% of consumers think that a fast and easy returns process increases their loyalty towards a brand

Statistic 66

67% of customers value transparency about pricing and policies as part of their overall experience

Statistic 67

75% of consumers expect their issues to be resolved during the first contact, indicating the importance of efficient customer service

Statistic 68

62% of customers feel that their feedback is not adequately acted upon, highlighting a gap in customer experience management

Statistic 69

86% of consumers would pay more for a better customer experience, emphasizing the value placed on service quality

Statistic 70

50% of customers say that they would switch to a competitor after just one poor customer service interaction

Statistic 71

87% of brands that focus on customer experience report higher customer satisfaction scores

Statistic 72

59% of customers feel that brands should proactively communicate service issues, rather than waiting for customer complaints

Statistic 73

70% of customers say that their experience with customer service influences their overall perception of the brand

Statistic 74

79% of consumers report that quick problem resolution significantly improves their brand perception

Statistic 75

64% of customers are more likely to recommend a brand after a positive service experience

Statistic 76

53% of customers say that companies should use their feedback to improve future interactions

Statistic 77

83% of consumers want brands to provide easy-to-access information about products and policies

Statistic 78

76% of consumers want to be able to address issues without talking to a support representative first, via FAQs or bot interactions

Statistic 79

85% of consumers say that a positive customer experience is a key factor in their loyalty

Statistic 80

70% of customers say that their experience with customer service influences their overall perception of the brand

Statistic 81

72% of consumers say that personalized communication impacts their loyalty more than discounts or promotions

Statistic 82

60% of customers say that responsive customer service influences their likelihood of repurchasing

Statistic 83

85% of consumers say that good customer service makes them more loyal and more likely to recommend

Statistic 84

50% of consumers have taken their business elsewhere after a poor customer experience

Statistic 85

75% of consumers believe that companies should personalize communications based on their preferences and behaviors

Statistic 86

55% of customers expect businesses to understand their individual preferences

Statistic 87

70% of customers say that valuing their time is the most important thing a company can do to provide good customer service

Statistic 88

64% of customers expect real-time assistance, such as live chat or immediate responses, in their customer service interactions

Statistic 89

55% of customers say that valuing their time is the most important way a company can improve customer experience

Statistic 90

53% of consumers expect a response within an hour of reaching out to a company with a question or complaint

Statistic 91

49% of consumers say that a quick resolution to a problem is the most important aspect of customer service

Statistic 92

66% of customers expect reactive customer service within an hour

Statistic 93

72% of customers prefer to communicate with brands via messaging apps rather than email or phone

Statistic 94

76% of consumers expect brands to provide self-service options such as FAQs or chatbots

Statistic 95

45% of consumers prefer to use self-service options to solve common issues without needing to contact support

Statistic 96

79% of consumers prefer to contact support through live chat or messaging apps rather than phone calls

Statistic 97

65% of consumers say that they are more likely to recommend a business if it responds quickly to inquiries

Statistic 98

68% of consumers want brands to offer more digital self-service options

Statistic 99

58% of consumers prefer to contact support via live chat for faster responses

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Sources

Our Reports have been cited by:

Trust Badges - Publications that have cited our reports

Key Highlights

89% of consumers are more likely to shop with a company after a positive customer experience
70% of customers say that valuing their time is the most important thing a company can do to provide good customer service
77% of customers have chosen, recommended, or paid more for a brand that provides a great customer experience
52% of consumers say that a bad customer experience made them avoid a business altogether
78% of customers say that personalized experiences increase their likelihood to purchase
60% of customers expect consistent interactions across multiple channels
80% of Americans say that they are more likely to do business with a brand that offers personalized experiences
64% of customers expect real-time assistance, such as live chat or immediate responses, in their customer service interactions
73% of consumers point to customer experience as an important factor in their purchasing decisions
69% of consumers are willing to share behavioral data for a better shopping experience
65% of customers say that a positive experience with a brand influences their willingness to recommend it
75% of customers make judgments about a company’s credibility based on their first impression of customer service
74% of consumers are likely to switch brands if they find the purchasing process too complicated

In the competitive landscape of the glass industry, delivering a stellar customer experience isn’t just a bonus—it’s a game-changer, with 89% of consumers highlighting the vital role of consistent, personalized, and swift support in building brand loyalty and driving repeat business.

Brand Reputation and Trust

85% of customers trust online reviews as much as personal recommendations
81% of consumers trust recommendations from friends and family over other advertising channels
62% of consumers say that transparency about company policies influences their trust and loyalty

Brand Reputation and Trust Interpretation

In the glass industry, where clarity is key, these statistics reveal that transparency and authentic endorsements are now the clearest pathways to building trust and loyalty among customers—much like a perfectly polished pane.

Customer Experience and Satisfaction

89% of consumers are more likely to shop with a company after a positive customer experience
77% of customers have chosen, recommended, or paid more for a brand that provides a great customer experience
52% of consumers say that a bad customer experience made them avoid a business altogether
78% of customers say that personalized experiences increase their likelihood to purchase
60% of customers expect consistent interactions across multiple channels
80% of Americans say that they are more likely to do business with a brand that offers personalized experiences
73% of consumers point to customer experience as an important factor in their purchasing decisions
69% of consumers are willing to share behavioral data for a better shopping experience
65% of customers say that a positive experience with a brand influences their willingness to recommend it
75% of customers make judgments about a company’s credibility based on their first impression of customer service
74% of consumers are likely to switch brands if they find the purchasing process too complicated
72% of customers will share positive experiences with six or more people, while 13% will share negative ones with 15 or more
40% of customers say they will switch brands after just one bad experience
60% of customers believe that the overall customer experience provided by a company is more important than advertising
88% of customers say that they are willing to pay more for better customer experience
62% of customers expect companies to anticipate their needs
49% of customers say they have higher expectations for customer service than they did a year ago
90% of customers say they have had an experience where a company’s staff was unhelpful or rude
95% of consumers consider customer service to be an important factor in their loyalty to a brand
84% of consumers are more likely to recommend a brand after a positive customer service experience
78% of consumers have ended a transaction due to poor customer service
68% of consumers will pay a premium for a better customer experience
61% of customers have stopped doing business with a company after a poor customer experience
54% of customers say they are likely to share a good experience with others
47% of consumers say that their loyalty is primarily driven by how well a company handles problems
82% of consumers want more human interaction with brands, despite digital advancements
49% of consumers say that companies should actively seek feedback to improve customer experience
70% of customers have switched brands due to poor customer service experience
77% of consumers say that their experience with a company influences their likelihood to purchase again
63% of customers prefer to resolve issues without talking to a representative, through self-service options
58% of consumers rely on social media to reach out for customer service inquiries
56% of customers say their loyalty depends on how quickly their issues are resolved
74% of consumers would be willing to spend more on a brand that offers excellent customer service
45% of customers say that inconvenient or poorly designed websites hinder their experience
84% of consumers say that a seamless online experience influences their satisfaction
58% of customers state that they will stop doing business with a company after a single bad experience
67% of customers say that a responsive customer service team enhances their overall brand perception
61% of consumers expect brands to be proactive in reaching out and solving problems before they arise
65% of customers believe that quality customer service is a key factor in their overall satisfaction
43% of consumers report that they have had to wait more than five minutes for customer support, which negatively impacts their satisfaction
53% of customers say that personalized service increases their likelihood to stay loyal
83% of customers say that easy product or service returns improve their customer experience
58% of consumers are more likely to recommend a brand after a positive customer service experience
59% of customers prefer to resolve complaints through written communication rather than speaking directly to a representative
49% of consumers have switched brands due to poor or inconsistent customer service
55% of consumers expect companies to communicate proactively during service disruptions
73% of consumers say that a fast response time is vital to a positive service experience
58% of customers feel that a lack of proactive outreach diminishes their overall experience
76% of Americans believe that companies should prioritize customer experience over product or price
72% of consumers say their loyalty is influenced by how well brands personalize their experiences
82% of consumers are willing to recommend brands with positive customer service experiences
78% of customers say that quick resolution of issues positively impacts their perception of a brand
64% of consumers complain about needing to repeat their issues multiple times to different support agents, indicating a need for better case management
72% of consumers value the ability to resolve queries using mobile devices
61% of customers expect brands to act on feedback provided via surveys, indicating their desire for ongoing engagement
53% of consumers believe that companies should use their data to proactively improve service
49% of customers have stopped engaging with a brand after a poor customer support experience
80% of consumers say that their perception of a brand is influenced by how well they are treated during problem resolution
55% of consumers want brands to proactively address potential problems before they escalate
58% of customers expect companies to notify them about delays or issues before they contact support
89% of customers say that consistent and competent customer service positively impacts their overall brand perception
73% of consumers think that a fast and easy returns process increases their loyalty towards a brand
67% of customers value transparency about pricing and policies as part of their overall experience
75% of consumers expect their issues to be resolved during the first contact, indicating the importance of efficient customer service
62% of customers feel that their feedback is not adequately acted upon, highlighting a gap in customer experience management
86% of consumers would pay more for a better customer experience, emphasizing the value placed on service quality
50% of customers say that they would switch to a competitor after just one poor customer service interaction
87% of brands that focus on customer experience report higher customer satisfaction scores
59% of customers feel that brands should proactively communicate service issues, rather than waiting for customer complaints
70% of customers say that their experience with customer service influences their overall perception of the brand
79% of consumers report that quick problem resolution significantly improves their brand perception
64% of customers are more likely to recommend a brand after a positive service experience
53% of customers say that companies should use their feedback to improve future interactions
83% of consumers want brands to provide easy-to-access information about products and policies
76% of consumers want to be able to address issues without talking to a support representative first, via FAQs or bot interactions
85% of consumers say that a positive customer experience is a key factor in their loyalty
70% of customers say that their experience with customer service influences their overall perception of the brand

Customer Experience and Satisfaction Interpretation

In the glass industry’s customer experience arena, the message is glass-clear: delivering personalized, seamless, and prompt service not only shatters barriers to loyalty—acting as a primal reflex in consumer decision-making—but also refracts the stark reality that a single bad encounter can leave consumers looking through opaque glass at your brand’s credibility.

Customer Loyalty and Retention

72% of consumers say that personalized communication impacts their loyalty more than discounts or promotions
60% of customers say that responsive customer service influences their likelihood of repurchasing
85% of consumers say that good customer service makes them more loyal and more likely to recommend
50% of consumers have taken their business elsewhere after a poor customer experience

Customer Loyalty and Retention Interpretation

In the clear world of glass, where transparency is key, these stats reveal that personalized communication and responsive, quality service are the clearest windows into customer loyalty—and that shattering trust can send consumers elsewhere.

Personalization and Customization

75% of consumers believe that companies should personalize communications based on their preferences and behaviors
55% of customers expect businesses to understand their individual preferences

Personalization and Customization Interpretation

With 75% of consumers craving personalized communication and 55% expecting businesses to truly understand their individual preferences, it's clear that glazing companies must focus on crafting tailored experiences, or risk being left transparent in their customers' eyes.

Speed and Convenience

70% of customers say that valuing their time is the most important thing a company can do to provide good customer service
64% of customers expect real-time assistance, such as live chat or immediate responses, in their customer service interactions
55% of customers say that valuing their time is the most important way a company can improve customer experience
53% of consumers expect a response within an hour of reaching out to a company with a question or complaint
49% of consumers say that a quick resolution to a problem is the most important aspect of customer service
66% of customers expect reactive customer service within an hour
72% of customers prefer to communicate with brands via messaging apps rather than email or phone
76% of consumers expect brands to provide self-service options such as FAQs or chatbots
45% of consumers prefer to use self-service options to solve common issues without needing to contact support
79% of consumers prefer to contact support through live chat or messaging apps rather than phone calls
65% of consumers say that they are more likely to recommend a business if it responds quickly to inquiries
68% of consumers want brands to offer more digital self-service options
58% of consumers prefer to contact support via live chat for faster responses

Speed and Convenience Interpretation

In the glass industry, where transparency and clarity reign, data reveals that 70% of customers prize their time above all, expecting swift, real-time support through instant messaging and self-service tools—proving that in today's fast-paced world, even a crystal-clear product isn't enough unless your customer service is equally transparent and prompt.