GITNUXREPORT 2025

Customer Experience In The Infrastructure Industry Statistics

Customer experience is vital for success, loyalty, and competitiveness in infrastructure.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

65% of clients in the infrastructure sector report increased satisfaction when digital communication channels are optimized

Statistic 2

44% of infrastructure clients are willing to pay a premium for transparency and real-time project updates

Statistic 3

55% of clients prefer mobile app interfaces for tracking infrastructure project progress

Statistic 4

73% of infrastructure clients expressed a desire for personalized communication during project phases

Statistic 5

80% of infrastructure industry players see customer experience as a differentiator in bidding for large projects

Statistic 6

77% of infrastructure companies plan to increase investment in customer experience initiatives over the next year

Statistic 7

57% of infrastructure clients prefer detailed project documentation accessible online for transparency

Statistic 8

51% of clients feel that regular progress updates reduce uncertainty and improve overall satisfaction

Statistic 9

49% of customers express higher satisfaction with infrastructure providers that offer multilingual communication options

Statistic 10

62% of clients value transparent quality control and inspection reports during project execution

Statistic 11

80% of infrastructure clients are more likely to work with providers known for excellent customer experience

Statistic 12

69% of clients appreciate proactive communication during unforeseen issues or delays

Statistic 13

48% of clients prefer instant messaging platforms for quick queries during infrastructure projects

Statistic 14

60% of infrastructure companies use customer journey mapping to improve experience touchpoints

Statistic 15

59% of clients rate safety communication as a crucial aspect of their overall experience

Statistic 16

55% of infrastructure organizations invest in sustainability certifications to meet customer expectations

Statistic 17

67% of clients consider the integration of smart infrastructure technologies to enhance experience

Statistic 18

45% of clients use online portals to access project progress and documentation

Statistic 19

59% of clients prefer detailed scheduling updates and milestone reports to reduce uncertainty

Statistic 20

46% of infrastructure organizations have increased customer retention through personalized service offerings

Statistic 21

75% of clients report that responsive customer service influences their project satisfaction significantly

Statistic 22

66% of infrastructure projects include dedicated digital communication channels for clients

Statistic 23

50% of clients value sustainability initiatives integrated within infrastructure projects, influencing their satisfaction

Statistic 24

63% of infrastructure firms utilize customer segmentation to tailor communication and services

Statistic 25

46% of infrastructure clients prefer digital dashboards for real-time project data visualization

Statistic 26

55% of infrastructure clients seek more digital solutions to track project progress efficiently

Statistic 27

61% of clients consider the availability of a dedicated account manager as key to a positive experience

Statistic 28

70% of infrastructure service providers improved customer satisfaction by adopting digital twin technology

Statistic 29

43% of clients indicate that virtual reality presentations enhance their understanding and confidence in infrastructure projects

Statistic 30

54% of infrastructure companies utilize virtual site inspections to facilitate client engagement remotely

Statistic 31

82% of infrastructure organizations believe customer experience impacts their market competitiveness

Statistic 32

48% of infrastructure companies reported that lack of quick response negatively impacted customer satisfaction

Statistic 33

84% of infrastructure firms utilize customer satisfaction surveys post-project

Statistic 34

49% of customers in the infrastructure sector are more likely to recommend a firm that provides transparent project timelines

Statistic 35

68% of infrastructure firms measure customer satisfaction through Net Promoter Score (NPS)

Statistic 36

64% of infrastructure organizations see customer retention as a direct result of positive experience management

Statistic 37

71% of infrastructure organizations have reported improved project outcomes after implementing customer experience feedback loops

Statistic 38

58% of infrastructure companies see a rise in customer satisfaction scores after investing in staff training on customer service

Statistic 39

74% of infrastructure companies track customer complaints and resolution times as key performance indicators

Statistic 40

54% of infrastructure companies report an increase in repeated business due to improved customer experience

Statistic 41

62% of infrastructure firms report an increase in customer satisfaction after implementing feedback systems at various project phases

Statistic 42

71% of infrastructure companies believe that digital innovation directly correlates with higher customer satisfaction

Statistic 43

49% of infrastructure firms prioritize data security in their customer portals, which improves trust and satisfaction

Statistic 44

81% of infrastructure organizations see positive correlation between customer experience initiatives and profitability

Statistic 45

69% of infrastructure companies believe that customer experience improvements lead to better project outcomes

Statistic 46

67% of infrastructure firms report an increase in positive reviews due to improved customer communication

Statistic 47

79% of infrastructure organizations attribute successful project delivery partly to effective customer experience strategies

Statistic 48

78% of infrastructure project stakeholders consider customer experience as critical to project success

Statistic 49

52% of infrastructure companies have integrated customer feedback into their project delivery processes

Statistic 50

69% of infrastructure projects see improved customer loyalty when employing proactive communication strategies

Statistic 51

60% of infrastructure clients prioritize sustainability and environmental impact as key components of their customer experience rating

Statistic 52

66% of infrastructure projects include a dedicated customer support team for ongoing engagement

Statistic 53

61% of infrastructure clients rated communication clarity as a top factor influencing their overall experience

Statistic 54

54% of infrastructure project delays are attributed to poor client communication

Statistic 55

76% of infrastructure customers feel valued when their feedback is actively incorporated into project adjustments

Statistic 56

70% of infrastructure projects use project management software that includes customer communication features

Statistic 57

53% of infrastructure firms have dedicated customer success teams to enhance client relationships

Statistic 58

45% of infrastructure projects utilize augmented reality to facilitate stakeholder understanding and engagement

Statistic 59

83% of infrastructure organizations see customer experience initiatives as essential for long-term growth

Statistic 60

72% of clients are more likely to recommend providers that demonstrate high project transparency

Statistic 61

58% of infrastructure companies plan to implement augmented reality tools for stakeholder engagement by 2025

Statistic 62

54% of infrastructure organizations have increased client engagement by integrating feedback systems during construction phases

Statistic 63

74% of clients believe that ongoing transparency reduces project disputes and enhances satisfaction

Statistic 64

48% of infrastructure providers use virtual reality for stakeholder walkthroughs, leading to higher engagement levels

Statistic 65

58% of infrastructure managers believe that integrating IoT improves the overall customer experience

Statistic 66

67% of infrastructure organizations have implemented customer portals for project updates

Statistic 67

55% of infrastructure projects incorporate digital signage at sites to communicate updates to visitors and workers

Statistic 68

76% of infrastructure organizations have adopted AI-driven chatbots to handle customer inquiries

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Sources

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Key Highlights

78% of infrastructure project stakeholders consider customer experience as critical to project success
65% of clients in the infrastructure sector report increased satisfaction when digital communication channels are optimized
52% of infrastructure companies have integrated customer feedback into their project delivery processes
69% of infrastructure projects see improved customer loyalty when employing proactive communication strategies
44% of infrastructure clients are willing to pay a premium for transparency and real-time project updates
82% of infrastructure organizations believe customer experience impacts their market competitiveness
60% of infrastructure clients prioritize sustainability and environmental impact as key components of their customer experience rating
70% of infrastructure service providers improved customer satisfaction by adopting digital twin technology
55% of clients prefer mobile app interfaces for tracking infrastructure project progress
48% of infrastructure companies reported that lack of quick response negatively impacted customer satisfaction
73% of infrastructure clients expressed a desire for personalized communication during project phases
84% of infrastructure firms utilize customer satisfaction surveys post-project
66% of infrastructure projects include a dedicated customer support team for ongoing engagement

In an industry where construction timelines and budgets dominate headlines, a new wave of data reveals that 78% of infrastructure project stakeholders now consider customer experience critical to success, signaling a transformative shift towards prioritizing digital communication, transparency, and proactive engagement to build loyalty and competitive advantage.

Client Needs and Consulting Preferences

65% of clients in the infrastructure sector report increased satisfaction when digital communication channels are optimized
44% of infrastructure clients are willing to pay a premium for transparency and real-time project updates
55% of clients prefer mobile app interfaces for tracking infrastructure project progress
73% of infrastructure clients expressed a desire for personalized communication during project phases
80% of infrastructure industry players see customer experience as a differentiator in bidding for large projects
77% of infrastructure companies plan to increase investment in customer experience initiatives over the next year
57% of infrastructure clients prefer detailed project documentation accessible online for transparency
51% of clients feel that regular progress updates reduce uncertainty and improve overall satisfaction
49% of customers express higher satisfaction with infrastructure providers that offer multilingual communication options
62% of clients value transparent quality control and inspection reports during project execution
80% of infrastructure clients are more likely to work with providers known for excellent customer experience
69% of clients appreciate proactive communication during unforeseen issues or delays
48% of clients prefer instant messaging platforms for quick queries during infrastructure projects
60% of infrastructure companies use customer journey mapping to improve experience touchpoints
59% of clients rate safety communication as a crucial aspect of their overall experience
55% of infrastructure organizations invest in sustainability certifications to meet customer expectations
67% of clients consider the integration of smart infrastructure technologies to enhance experience
45% of clients use online portals to access project progress and documentation
59% of clients prefer detailed scheduling updates and milestone reports to reduce uncertainty
46% of infrastructure organizations have increased customer retention through personalized service offerings
75% of clients report that responsive customer service influences their project satisfaction significantly
66% of infrastructure projects include dedicated digital communication channels for clients
50% of clients value sustainability initiatives integrated within infrastructure projects, influencing their satisfaction
63% of infrastructure firms utilize customer segmentation to tailor communication and services
46% of infrastructure clients prefer digital dashboards for real-time project data visualization
55% of infrastructure clients seek more digital solutions to track project progress efficiently
61% of clients consider the availability of a dedicated account manager as key to a positive experience

Client Needs and Consulting Preferences Interpretation

In an industry where bricks and mortar once reigned supreme, a booming 80% of infrastructure clients now declare that exceptional customer experience—driven by digital transparency, personalized communication, and proactive engagement—is the new foundation for winning bids and fostering loyalty.

Digital and Virtual Infrastructure Solutions

70% of infrastructure service providers improved customer satisfaction by adopting digital twin technology
43% of clients indicate that virtual reality presentations enhance their understanding and confidence in infrastructure projects
54% of infrastructure companies utilize virtual site inspections to facilitate client engagement remotely

Digital and Virtual Infrastructure Solutions Interpretation

In an industry where building trust often takes a backseat to brick-and-mortar, the rise of digital twins, virtual reality, and remote inspections—improving customer satisfaction by 70%, boosting confidence for 43%, and engaging 54% remotely—proves that infrastructure providers are finally laying more than just concrete; they're laying the groundwork for smarter, more transparent client partnerships.

Industry Performance and Satisfaction Metrics

82% of infrastructure organizations believe customer experience impacts their market competitiveness
48% of infrastructure companies reported that lack of quick response negatively impacted customer satisfaction
84% of infrastructure firms utilize customer satisfaction surveys post-project
49% of customers in the infrastructure sector are more likely to recommend a firm that provides transparent project timelines
68% of infrastructure firms measure customer satisfaction through Net Promoter Score (NPS)
64% of infrastructure organizations see customer retention as a direct result of positive experience management
71% of infrastructure organizations have reported improved project outcomes after implementing customer experience feedback loops
58% of infrastructure companies see a rise in customer satisfaction scores after investing in staff training on customer service
74% of infrastructure companies track customer complaints and resolution times as key performance indicators
54% of infrastructure companies report an increase in repeated business due to improved customer experience
62% of infrastructure firms report an increase in customer satisfaction after implementing feedback systems at various project phases
71% of infrastructure companies believe that digital innovation directly correlates with higher customer satisfaction
49% of infrastructure firms prioritize data security in their customer portals, which improves trust and satisfaction
81% of infrastructure organizations see positive correlation between customer experience initiatives and profitability
69% of infrastructure companies believe that customer experience improvements lead to better project outcomes
67% of infrastructure firms report an increase in positive reviews due to improved customer communication
79% of infrastructure organizations attribute successful project delivery partly to effective customer experience strategies

Industry Performance and Satisfaction Metrics Interpretation

In the infrastructure industry, where builders now recognize that a happy customer is the true blueprint for competitive success—evidenced by 82% affirming the impact of CX and 81% linking it to profitability—prompt responses, transparency, and continuous feedback are no longer optional but essential for erecting enduring bridges to client trust and project triumph.

Stakeholder Engagement and Collaboration

78% of infrastructure project stakeholders consider customer experience as critical to project success
52% of infrastructure companies have integrated customer feedback into their project delivery processes
69% of infrastructure projects see improved customer loyalty when employing proactive communication strategies
60% of infrastructure clients prioritize sustainability and environmental impact as key components of their customer experience rating
66% of infrastructure projects include a dedicated customer support team for ongoing engagement
61% of infrastructure clients rated communication clarity as a top factor influencing their overall experience
54% of infrastructure project delays are attributed to poor client communication
76% of infrastructure customers feel valued when their feedback is actively incorporated into project adjustments
70% of infrastructure projects use project management software that includes customer communication features
53% of infrastructure firms have dedicated customer success teams to enhance client relationships
45% of infrastructure projects utilize augmented reality to facilitate stakeholder understanding and engagement
83% of infrastructure organizations see customer experience initiatives as essential for long-term growth
72% of clients are more likely to recommend providers that demonstrate high project transparency
58% of infrastructure companies plan to implement augmented reality tools for stakeholder engagement by 2025
54% of infrastructure organizations have increased client engagement by integrating feedback systems during construction phases
74% of clients believe that ongoing transparency reduces project disputes and enhances satisfaction
48% of infrastructure providers use virtual reality for stakeholder walkthroughs, leading to higher engagement levels

Stakeholder Engagement and Collaboration Interpretation

In the rapidly evolving infrastructure industry, where 78% of stakeholders deem customer experience critical, integrating feedback and proactive communication not only boost loyalty and project efficiency but are increasingly viewed as essential strategies for sustainable growth and stakeholder engagement—confirming that in infrastructure, transparency and responsiveness are no longer optional, but foundational.

Technology Adoption in Infrastructure

58% of infrastructure managers believe that integrating IoT improves the overall customer experience
67% of infrastructure organizations have implemented customer portals for project updates
55% of infrastructure projects incorporate digital signage at sites to communicate updates to visitors and workers
76% of infrastructure organizations have adopted AI-driven chatbots to handle customer inquiries

Technology Adoption in Infrastructure Interpretation

These statistics reveal that while a significant majority of infrastructure managers recognize the value of IoT, digital tools, and AI in enhancing customer experience—ranging from project transparency to real-time communication—the industry is still navigating the digital transformation necessary to truly connect and serve its stakeholders effectively.