GITNUXREPORT 2025

Customer Experience In The Information Technology Industry Statistics

Customer experience drives loyalty, revenue, personalization, and digital engagement success.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

92% of consumers trust recommendations from friends and family over any other form of advertising

Statistic 2

81% of consumers want brands to use their data responsibly

Statistic 3

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

Statistic 4

91% of consumers are more likely to shop with brands that provide relevant offers and recommendations

Statistic 5

66% of consumers expect companies to understand and anticipate their needs

Statistic 6

91% of customers would use an omnichannel approach for support if available

Statistic 7

63% of consumers expect companies to offer consistent experiences across channels

Statistic 8

55% of customers prefer self-service options for quick resolutions

Statistic 9

62% of B2B buyers expect personalized communications at every stage of their customer journey

Statistic 10

79% of customers say they will only engage with brands if they provide personalized experiences

Statistic 11

70% of consumers expect companies to understand their needs and expectations in real-time

Statistic 12

87% of customers say they want more human interactions during their online experience

Statistic 13

75% of consumers expect companies to understand their unique needs

Statistic 14

54% of customers have higher expectations for digital customer service post-pandemic

Statistic 15

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

Statistic 16

42% of customers who had a poor service experience will not purchase from the same brand again

Statistic 17

70% of the buying experience is based on how the customer feels they are being treated

Statistic 18

80% of enterprise executives believe they deliver a superior customer experience, but only 8% of their customers agree

Statistic 19

60% of companies state customer experience is a competitive differentiator

Statistic 20

Investments in customer experience are expected to reach $640 billion globally by 2024

Statistic 21

89% of consumers begin their journey with a brand’s website, emphasizing digital customer experience importance

Statistic 22

57% of consumers have stopped interacting with a brand due to poor digital customer service

Statistic 23

74% of customers are likely to switch brands if they don’t receive personalized service

Statistic 24

65% of buyers say a website’s ease of use influences their brand loyalty

Statistic 25

96% of customers who had a positive customer service experience are likely to repurchase

Statistic 26

70% of buying experiences are based on how the customer feels they are being treated

Statistic 27

Companies with excellent customer experience see 4-8% higher revenues compared to their competitors

Statistic 28

83% of customers say they are satisfied when their issues are resolved quickly

Statistic 29

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

Statistic 30

70% of customers are more likely to buy from a brand that personalizes their experience

Statistic 31

60% of companies believe their digital transformation directly impacts customer experience

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80% of customers will switch to a competitor after a poor customer experience

Statistic 33

54% of companies state that providing better customer experience results in higher profit

Statistic 34

92% of companies believe their customer experience strategy is important to their overall business success

Statistic 35

83% of customers say they are likely to recommend a brand that provides excellent customer service

Statistic 36

64% of companies believe improving customer experience will increase customer retention

Statistic 37

68% of customers say they are more likely to continue doing business with a brand that personalizes experiences

Statistic 38

72% of customers will share their positive customer experiences on social media

Statistic 39

55% of organizations state that customer experience is their primary differentiator

Statistic 40

74% of customers are more likely to return to a website that offers live chat support

Statistic 41

68% of customers say they are more comfortable interacting with digital channels than in person

Statistic 42

60% of companies are investing in omnichannel customer engagement

Statistic 43

61% of consumers prefer to contact companies via messaging apps rather than email or phone

Statistic 44

85% of customer interactions are expected to be managed without human intervention by 2025

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Key Highlights

86% of consumers are willing to pay more for better customer experience
73% of consumers point to customer experience as an important factor in their purchasing decisions
42% of customers who had a poor service experience will not purchase from the same brand again
70% of the buying experience is based on how the customer feels they are being treated
80% of enterprise executives believe they deliver a superior customer experience, but only 8% of their customers agree
60% of companies state customer experience is a competitive differentiator
Investments in customer experience are expected to reach $640 billion globally by 2024
91% of consumers are more likely to shop with brands that provide relevant offers and recommendations
89% of consumers begin their journey with a brand’s website, emphasizing digital customer experience importance
57% of consumers have stopped interacting with a brand due to poor digital customer service
74% of customers are likely to switch brands if they don’t receive personalized service
65% of buyers say a website’s ease of use influences their brand loyalty
66% of consumers expect companies to understand and anticipate their needs

In an era where 86% of consumers are willing to pay more for exceptional customer experiences, the battle for digital dominance among IT companies has never been more critical, revealing a striking gap between perceived service excellence and actual customer satisfaction.

Consumer Trust and Recommendations

92% of consumers trust recommendations from friends and family over any other form of advertising
81% of consumers want brands to use their data responsibly

Consumer Trust and Recommendations Interpretation

These statistics underscore that in the tech industry, word-of-mouth still reigns supreme and responsible data practices are now a non-negotiable currency for building trust with consumers.

Customer Expectations and Preferences

73% of consumers point to customer experience as an important factor in their purchasing decisions
91% of consumers are more likely to shop with brands that provide relevant offers and recommendations
66% of consumers expect companies to understand and anticipate their needs
91% of customers would use an omnichannel approach for support if available
63% of consumers expect companies to offer consistent experiences across channels
55% of customers prefer self-service options for quick resolutions
62% of B2B buyers expect personalized communications at every stage of their customer journey
79% of customers say they will only engage with brands if they provide personalized experiences
70% of consumers expect companies to understand their needs and expectations in real-time
87% of customers say they want more human interactions during their online experience
75% of consumers expect companies to understand their unique needs
54% of customers have higher expectations for digital customer service post-pandemic

Customer Expectations and Preferences Interpretation

In an era where nearly three-quarters of consumers prioritize experience over products, the race is on for IT companies to deliver seamless, personalized, and human-centered omnichannel support—lest they risk being lost in the digital dust cloud of unmet expectations.

Customer Experience Satisfaction and Loyalty

86% of consumers are willing to pay more for better customer experience
42% of customers who had a poor service experience will not purchase from the same brand again
70% of the buying experience is based on how the customer feels they are being treated
80% of enterprise executives believe they deliver a superior customer experience, but only 8% of their customers agree
60% of companies state customer experience is a competitive differentiator
Investments in customer experience are expected to reach $640 billion globally by 2024
89% of consumers begin their journey with a brand’s website, emphasizing digital customer experience importance
57% of consumers have stopped interacting with a brand due to poor digital customer service
74% of customers are likely to switch brands if they don’t receive personalized service
65% of buyers say a website’s ease of use influences their brand loyalty
96% of customers who had a positive customer service experience are likely to repurchase
70% of buying experiences are based on how the customer feels they are being treated
Companies with excellent customer experience see 4-8% higher revenues compared to their competitors
83% of customers say they are satisfied when their issues are resolved quickly
77% of consumers have chosen, recommended, or paid more for a brand that provides excellent customer experience
70% of customers are more likely to buy from a brand that personalizes their experience
60% of companies believe their digital transformation directly impacts customer experience
80% of customers will switch to a competitor after a poor customer experience
54% of companies state that providing better customer experience results in higher profit
92% of companies believe their customer experience strategy is important to their overall business success
83% of customers say they are likely to recommend a brand that provides excellent customer service
64% of companies believe improving customer experience will increase customer retention
68% of customers say they are more likely to continue doing business with a brand that personalizes experiences
72% of customers will share their positive customer experiences on social media
55% of organizations state that customer experience is their primary differentiator
74% of customers are more likely to return to a website that offers live chat support

Customer Experience Satisfaction and Loyalty Interpretation

Despite 83% of companies claiming that customer experience is critical to their success, a mere 8% of customers agree, revealing that in the IT industry's digital dance, many are still stepping on their own toes by neglecting the very experiences that could turn browsers into loyal buyers and advocates.

Customer Interaction and Communication Channels

68% of customers say they are more comfortable interacting with digital channels than in person
60% of companies are investing in omnichannel customer engagement
61% of consumers prefer to contact companies via messaging apps rather than email or phone

Customer Interaction and Communication Channels Interpretation

These statistics collectively underscore a seismic shift: in the digital age, comfort and preference align with convenience, prompting companies to invest heavily in omnichannel and messaging strategies—or risk becoming obsolete in the eyes of increasingly connected consumers.

Digital Transformation and Personalization

85% of customer interactions are expected to be managed without human intervention by 2025

Digital Transformation and Personalization Interpretation

With 85% of customer interactions projected to run autonomously by 2025, the IT industry is quietly engineering a future where human touch becomes a rarity, raising questions about maintaining genuine connection in an increasingly automated world.