GITNUXREPORT 2025

Customer Experience In The Industrial Industry Statistics

Industrial CX boosts loyalty, digital engagement drives revenue, personalization influences decisions.

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

78% of customers in the industrial sector prefer self-service options for order tracking and inquiry

Statistic 2

65% of industrial companies believe improving customer experience leads to increased retention

Statistic 3

72% of industrial clients report that their overall satisfaction is linked to digital engagement channels

Statistic 4

Companies that prioritize customer experience see 10-15% higher revenue growth than competitors

Statistic 5

89% of industrial customers say personalized communication influences their purchasing decision

Statistic 6

54% of industrial B2B buyers prefer to research products online before making a purchase

Statistic 7

60% of customers are willing to pay more for better customer experience in the industrial sector

Statistic 8

48% of industrial companies have increased their investment in CX technologies over the past year

Statistic 9

63% of industrial companies say that digital tools have improved their customer service operations

Statistic 10

The average industrial customer takes 6-8 touchpoints before completing a purchase decision

Statistic 11

65% of industrial companies find that improved CX reduces customer churn

Statistic 12

45% of industrial companies have a dedicated customer experience team

Statistic 13

67% of industrial customers abandon a purchase due to poor online experience

Statistic 14

83% of industrial companies believe that omnichannel strategies enhance customer experience

Statistic 15

69% of industrial clients prefer to receive tailored communication based on their industry segment

Statistic 16

85% of industrial companies consider customer feedback critical for product development

Statistic 17

66% of industrial companies see digital transformation as a way to improve CX

Statistic 18

71% of industrial B2B buyers expect consistent experience across all touchpoints

Statistic 19

64% of industrial companies have integrated customer data across platforms for better CX

Statistic 20

88% of customers expect companies to address issues promptly in the industrial sector

Statistic 21

84% of industrial customers find onboarding easier with digital tools

Statistic 22

70% of industrial companies plan to increase their investment in customer experience over the next two years

Statistic 23

72% of industrial companies recognize data analytics as a key tool for improving CX

Statistic 24

59% of industrial companies experience increased sales conversion rates after optimizing customer journey maps

Statistic 25

69% of industrial companies see digital channels as critical for delivering seamless customer experiences

Statistic 26

86% of industrial buyers value quick response times when interacting with suppliers

Statistic 27

80% of industrial customers expect real-time communication with suppliers

Statistic 28

55% of B2B industrial buyers prefer to communicate via chat or messaging platforms for customer support

Statistic 29

91% of industrial buyers are more likely to purchase from a company with excellent customer service

Statistic 30

58% of industrial companies monitor customer feedback via digital channels continuously

Statistic 31

74% of industrial customers experience frustration with lack of communication during order processing

Statistic 32

59% of industrial buyers want vendors to proactively inform them about potential issues

Statistic 33

79% of industrial customers prefer to interact with suppliers through a dedicated account manager

Statistic 34

50% of industrial clients say waiting times are a major pain point

Statistic 35

61% of industrial companies use AI-powered chatbots to enhance customer service

Statistic 36

65% of industrial clients expect quick resolution for service issues

Statistic 37

87% of industrial customers are willing to switch providers if their CX expectations are not met

Statistic 38

67% of industrial clients prefer proactive engagement from suppliers during product outages or delays

Statistic 39

75% of industrial buyers are influenced by online reviews and testimonials

Statistic 40

70% of industrial clients consider technical support and after-sales service key factors in their loyalty

Statistic 41

62% of industrial customers seek transparent pricing and billing practices

Statistic 42

82% of industrial customers value transparent and straightforward communication

Statistic 43

58% of companies experience increased customer loyalty after implementing CX initiatives

Statistic 44

77% of industrial clients cite ease of doing business as a critical factor in vendor selection

Statistic 45

69% of industrial clients prefer digital documentation over paper-based documentation

Statistic 46

73% of industrial buyers use mobile devices to conduct product research and inquiries

Statistic 47

80% of industrial buyers seek simplified and streamlined purchasing processes

Slide 1 of 47

Sources

Our Reports have been cited by:

Trust Badges - Publications that have cited our reports

Key Highlights

86% of industrial buyers value quick response times when interacting with suppliers
78% of customers in the industrial sector prefer self-service options for order tracking and inquiry
65% of industrial companies believe improving customer experience leads to increased retention
72% of industrial clients report that their overall satisfaction is linked to digital engagement channels
Companies that prioritize customer experience see 10-15% higher revenue growth than competitors
89% of industrial customers say personalized communication influences their purchasing decision
54% of industrial B2B buyers prefer to research products online before making a purchase
60% of customers are willing to pay more for better customer experience in the industrial sector
48% of industrial companies have increased their investment in CX technologies over the past year
73% of industrial buyers use mobile devices to conduct product research and inquiries
63% of industrial companies say that digital tools have improved their customer service operations
80% of industrial customers expect real-time communication with suppliers
55% of B2B industrial buyers prefer to communicate via chat or messaging platforms for customer support

In an industry where nearly 9 out of 10 industrial customers value seamless digital interactions, mastering customer experience isn’t just a bonus—it’s the key to boosting loyalty, driving growth, and staying ahead in a highly competitive market.

Customer Experience & Personalization

78% of customers in the industrial sector prefer self-service options for order tracking and inquiry
65% of industrial companies believe improving customer experience leads to increased retention
72% of industrial clients report that their overall satisfaction is linked to digital engagement channels
Companies that prioritize customer experience see 10-15% higher revenue growth than competitors
89% of industrial customers say personalized communication influences their purchasing decision
54% of industrial B2B buyers prefer to research products online before making a purchase
60% of customers are willing to pay more for better customer experience in the industrial sector
48% of industrial companies have increased their investment in CX technologies over the past year
63% of industrial companies say that digital tools have improved their customer service operations
The average industrial customer takes 6-8 touchpoints before completing a purchase decision
65% of industrial companies find that improved CX reduces customer churn
45% of industrial companies have a dedicated customer experience team
67% of industrial customers abandon a purchase due to poor online experience
83% of industrial companies believe that omnichannel strategies enhance customer experience
69% of industrial clients prefer to receive tailored communication based on their industry segment
85% of industrial companies consider customer feedback critical for product development
66% of industrial companies see digital transformation as a way to improve CX
71% of industrial B2B buyers expect consistent experience across all touchpoints
64% of industrial companies have integrated customer data across platforms for better CX
88% of customers expect companies to address issues promptly in the industrial sector
84% of industrial customers find onboarding easier with digital tools
70% of industrial companies plan to increase their investment in customer experience over the next two years
72% of industrial companies recognize data analytics as a key tool for improving CX
59% of industrial companies experience increased sales conversion rates after optimizing customer journey maps
69% of industrial companies see digital channels as critical for delivering seamless customer experiences

Customer Experience & Personalization Interpretation

In the evolving landscape of the industrial sector, where nearly nine out of ten customers crave personalized digital interactions, companies investing in seamless omnichannel experiences and data-driven insights are not only boosting satisfaction and retention but also fueling a 10-15% revenue advantage—proving that in industry, good customer service is the real competitive transformer.

Customer Service & Communication Preferences

86% of industrial buyers value quick response times when interacting with suppliers
80% of industrial customers expect real-time communication with suppliers
55% of B2B industrial buyers prefer to communicate via chat or messaging platforms for customer support
91% of industrial buyers are more likely to purchase from a company with excellent customer service
58% of industrial companies monitor customer feedback via digital channels continuously
74% of industrial customers experience frustration with lack of communication during order processing
59% of industrial buyers want vendors to proactively inform them about potential issues
79% of industrial customers prefer to interact with suppliers through a dedicated account manager
50% of industrial clients say waiting times are a major pain point
61% of industrial companies use AI-powered chatbots to enhance customer service
65% of industrial clients expect quick resolution for service issues
87% of industrial customers are willing to switch providers if their CX expectations are not met
67% of industrial clients prefer proactive engagement from suppliers during product outages or delays

Customer Service & Communication Preferences Interpretation

In an industrial landscape increasingly driven by digital expectations, whopping majority of buyers demand swift, transparent, and proactive communication—highlighting that even in heavy machinery and B2B markets, customer experience is the new gear that keeps the business wheel turning smoothly; neglect it, and your clients are likely to switch gears altogether.

Customer Trust

75% of industrial buyers are influenced by online reviews and testimonials

Customer Trust Interpretation

With 75% of industrial buyers swayed by online reviews and testimonials, it's clear that in the gritty world of industry, digital word-of-mouth has become the new wrench in the machinery of traditional purchasing decisions.

Customer Trust, Transparency & Loyalty

70% of industrial clients consider technical support and after-sales service key factors in their loyalty
62% of industrial customers seek transparent pricing and billing practices
82% of industrial customers value transparent and straightforward communication
58% of companies experience increased customer loyalty after implementing CX initiatives

Customer Trust, Transparency & Loyalty Interpretation

In the industrial sector, where reliability and trust are paramount, nearly three-quarters of clients cling to top-tier support and are driven by transparent dealings, proving that a straightforward approach isn't just good manners—it's good business.

Digital Transformation & Technology Adoption

77% of industrial clients cite ease of doing business as a critical factor in vendor selection
69% of industrial clients prefer digital documentation over paper-based documentation

Digital Transformation & Technology Adoption Interpretation

In an industrial landscape where 77% of clients prioritize seamless vendor interactions and 69% favor digital over paper, it's clear that even the most rugged industries are embracing the digital transformation to streamline relationships and boost efficiency.

Operational Efficiency & Decision-Making

73% of industrial buyers use mobile devices to conduct product research and inquiries
80% of industrial buyers seek simplified and streamlined purchasing processes

Operational Efficiency & Decision-Making Interpretation

With 73% of industrial buyers turning to their mobile devices for research and 80% craving streamlined purchasing, it's clear that industry players must embrace digital agility or risk being left behind in a fast-moving, convenience-driven marketplace.