GITNUXREPORT 2025

Customer Experience In The Information Industry Statistics

Customer experience drives sales, loyalty, personalization, and digital engagement outcomes.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

Companies with a customer experience mindset drive revenues 4-8% higher than their competitors

Statistic 2

86% of buyers are willing to pay more for better customer experience

Statistic 3

70% of customers say connected processes are very important to winning their business

Statistic 4

75% of consumers expect consistent interactions across departments

Statistic 5

54% of consumers have higher expectations for customer service due to digital transformation

Statistic 6

59% of consumers feel companies have lost touch with the human element of customer service

Statistic 7

65% of businesses say improving customer experience is their top priority

Statistic 8

91% of consumers want to access customer service on their own terms, via their preferred channels

Statistic 9

60% of consumers say they will pay more for a better experience

Statistic 10

70% of customers say connected processes are very important to their loyalty

Statistic 11

63% of consumers want brands to personalize their experience based on previous interactions

Statistic 12

68% of users research products online before making a purchase decision, showing the importance of digital customer experience

Statistic 13

65% of consumers feel that brands could do better with digital customer service

Statistic 14

55% of customers say they will switch brands if they don’t receive timely responses

Statistic 15

89% of consumers say they are more likely to buy from a company that personalizes their shopping experience

Statistic 16

70% of consumers expect consistent information across channels

Statistic 17

66% of consumers expect companies to recognize them across multiple channels

Statistic 18

58% of consumers say that their biggest frustration is inconsistency in customer service

Statistic 19

59% of customers prefer to resolve their issues via self-service channels such as FAQs and chatbots

Statistic 20

84% of customers say that a quick response is the most important factor in customer service

Statistic 21

67% of customers feel frustrated when their issues aren’t resolved quickly

Statistic 22

90% of consumers expect companies to have a mobile-friendly customer experience

Statistic 23

69% of consumers prefer online chat for customer service over phone or email

Statistic 24

78% of consumers follow brands on social media for customer support updates

Statistic 25

65% of consumers feel that companies lack transparency in their customer dealings

Statistic 26

59% of consumers are more likely to engage with brands that proactively address issues

Statistic 27

73% of consumers say a good experience is key in influencing their brand loyalty

Statistic 28

81% of companies compete primarily on customer experience

Statistic 29

67% of consumers consider their experience with a brand to be more important than the product or service itself

Statistic 30

80% of customers who had a positive experience with a company are likely to recommend it to others

Statistic 31

90% of US consumers say they’re likely to revisit a brand after a positive customer service experience

Statistic 32

82% of consumers feel more positive about a brand after having a good customer service experience

Statistic 33

78% of consumers have backed out of a purchase due to poor customer service

Statistic 34

89% of companies expect to compete largely on customer experience in the next 3 years

Statistic 35

72% of companies say customer experience is a key brand differentiator

Statistic 36

44% of consumers will tell friends or family about a poor customer experience

Statistic 37

80% of consumers say that a positive customer service experience influences their brand loyalty

Statistic 38

78% of companies that leverage customer feedback report improved customer satisfaction

Statistic 39

78% of consumers want companies to use their data to better tailor experiences

Statistic 40

85% of customers have stopped doing business with a company due to poor customer experience

Statistic 41

71% of customers say their customer service experience influences their loyalty

Statistic 42

62% of customers feel that their personal data is not adequately protected online

Statistic 43

72% of consumers say they expect companies to personalize communication and offers

Statistic 44

70% of customers prefer personalized emails based on their browsing and purchase history

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Sources

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Key Highlights

86% of buyers are willing to pay more for better customer experience
73% of consumers say a good experience is key in influencing their brand loyalty
81% of companies compete primarily on customer experience
70% of customers say connected processes are very important to winning their business
75% of consumers expect consistent interactions across departments
Companies with a customer experience mindset drive revenues 4-8% higher than their competitors
54% of consumers have higher expectations for customer service due to digital transformation
67% of consumers consider their experience with a brand to be more important than the product or service itself
59% of consumers feel companies have lost touch with the human element of customer service
80% of customers who had a positive experience with a company are likely to recommend it to others
65% of businesses say improving customer experience is their top priority
90% of US consumers say they’re likely to revisit a brand after a positive customer service experience
82% of consumers feel more positive about a brand after having a good customer service experience

In an era where 86% of buyers are willing to pay more for better experiences and 81% of companies compete mainly on customer satisfaction, understanding the pivotal role of customer experience in the information industry has never been more crucial for brand loyalty and revenue growth.

Company Performance and Competition

Companies with a customer experience mindset drive revenues 4-8% higher than their competitors

Company Performance and Competition Interpretation

Investing in customer experience isn't just good manners—it's a profitable strategy that can boost your revenues by 4-8%, setting your company apart in the competitive information industry.

Customer Expectations and Preferences

86% of buyers are willing to pay more for better customer experience
70% of customers say connected processes are very important to winning their business
75% of consumers expect consistent interactions across departments
54% of consumers have higher expectations for customer service due to digital transformation
59% of consumers feel companies have lost touch with the human element of customer service
65% of businesses say improving customer experience is their top priority
91% of consumers want to access customer service on their own terms, via their preferred channels
60% of consumers say they will pay more for a better experience
70% of customers say connected processes are very important to their loyalty
63% of consumers want brands to personalize their experience based on previous interactions
68% of users research products online before making a purchase decision, showing the importance of digital customer experience
65% of consumers feel that brands could do better with digital customer service
55% of customers say they will switch brands if they don’t receive timely responses
89% of consumers say they are more likely to buy from a company that personalizes their shopping experience
70% of consumers expect consistent information across channels
66% of consumers expect companies to recognize them across multiple channels
58% of consumers say that their biggest frustration is inconsistency in customer service
59% of customers prefer to resolve their issues via self-service channels such as FAQs and chatbots
84% of customers say that a quick response is the most important factor in customer service
67% of customers feel frustrated when their issues aren’t resolved quickly
90% of consumers expect companies to have a mobile-friendly customer experience
69% of consumers prefer online chat for customer service over phone or email
78% of consumers follow brands on social media for customer support updates
65% of consumers feel that companies lack transparency in their customer dealings
59% of consumers are more likely to engage with brands that proactively address issues

Customer Expectations and Preferences Interpretation

In an era where 86% of buyers are willing to pay more for an exceptional experience and 91% desire seamless access via their preferred channels, businesses must recognize that blending digital agility with genuine human touch isn't just a strategy—it's the very currency of loyalty in the information industry.

Customer Experience and Satisfaction

73% of consumers say a good experience is key in influencing their brand loyalty
81% of companies compete primarily on customer experience
67% of consumers consider their experience with a brand to be more important than the product or service itself
80% of customers who had a positive experience with a company are likely to recommend it to others
90% of US consumers say they’re likely to revisit a brand after a positive customer service experience
82% of consumers feel more positive about a brand after having a good customer service experience
78% of consumers have backed out of a purchase due to poor customer service
89% of companies expect to compete largely on customer experience in the next 3 years
72% of companies say customer experience is a key brand differentiator
44% of consumers will tell friends or family about a poor customer experience
80% of consumers say that a positive customer service experience influences their brand loyalty
78% of companies that leverage customer feedback report improved customer satisfaction
78% of consumers want companies to use their data to better tailor experiences
85% of customers have stopped doing business with a company due to poor customer experience
71% of customers say their customer service experience influences their loyalty

Customer Experience and Satisfaction Interpretation

In an era where nearly 9 in 10 consumers abandon brands over poor service and 8 in 10 are swayed by positive experiences, companies must recognize that in the fight for loyalty, customer experience is no longer just a differentiator—it's the battleground where brands thrive or falter.

Data Privacy and Trust

62% of customers feel that their personal data is not adequately protected online

Data Privacy and Trust Interpretation

With 62% of customers feeling their personal data isn't adequately protected online, the information industry must prioritize security or risk losing trust faster than users can click "unsubscribe."

Digital Engagement and Personalization

72% of consumers say they expect companies to personalize communication and offers
70% of customers prefer personalized emails based on their browsing and purchase history

Digital Engagement and Personalization Interpretation

With 72% of consumers expecting tailored communication and 70% preferring personalized emails, it's clear that in the information industry, playing it smart means playing it personalized—otherwise, you're just shouting into the digital void.