Customer Experience In The Infrastructure Industry Statistics

In the infrastructure industry, 86% of buyers will pay more for a superior customer experience. This demand is fueling significant investment, with the global contact center market forecast to reach $12.1 billion. For utilities and telecom operators, the financial impact of service reliability on customer loyalty is now quantifiable.

Key Takeaways

61% of organizations say customer expectations are driving the need to improve customer experience (CX)
73% of customers say experience is as important as products/services when buying decisions
86% of buyers are willing to pay more for a better customer experience
$12.1 billion: 2024 global contact center as a service market size forecast
$7.3 billion: 2024 global API management market size forecast
$3.5 billion: 2023 global omnichannel customer engagement market size
20% fewer repeat calls when implementing omnichannel routing (contact center operational impact)
47% of consumers expect companies to know their purchase history
$1.2B: estimated annual savings potential from better outage communications for utilities (outage CX benchmark)
In the UK, Ofcom reported that consumers experienced an average of 0.7 minutes of broadband service interruption per year during the period reported in the regulator’s broadband quality monitoring, reflecting the scale of reliability issues driving CX contacts.
In the United States, the FCC’s Measuring Broadband America program reports monthly performance data; for the 2023-2024 measurement period, median latency and packet loss figures are published by the FCC as baseline quality metrics that affect CX for broadband users.
30-day churn in telecom customer bases was 1.6% in the U.S. market for the quarter reported by the FCC’s broadband and voice-related performance measures cited in industry analyses, reflecting CX-driven switching pressures.
Organizations using omnichannel engagement report 9% higher customer lifetime value (CLV) on average, according to a study by Harvard Business Review Analytic Services.
Reducing customer effort (making it easier to get help) can increase customer loyalty by 2x compared with improvements that focus only on satisfaction, based on research reported by CustomerGauge and cited by industry publications.
Each 1-point increase in customer satisfaction is associated with a 2% increase in annual revenue growth for telecom operators, based on an analysis published by the Journal of Service Research.

Better CX is becoming a must for infrastructure firms, driving revenue, loyalty, and fewer outage related complaints.

01 · Category

Telecom Utilities6 stats

In the UK, Ofcom reported that consumers experienced an average of 0.7 minutes of broadband service interruption per year during the period reported in the regulator’s broadband quality monitoring, reflecting the scale of reliability issues driving CX contacts.

In the United States, the FCC’s Measuring Broadband America program reports monthly performance data; for the 2023-2024 measurement period, median latency and packet loss figures are published by the FCC as baseline quality metrics that affect CX for broadband users.

30-day churn in telecom customer bases was 1.6% in the U.S. market for the quarter reported by the FCC’s broadband and voice-related performance measures cited in industry analyses, reflecting CX-driven switching pressures.

Customer service and billing were the two most common categories of complaints to the UK regulator’s consumer advice/complaints channels, accounting for the majority share of complaints in the regulator’s communications complaints statistics.

Water and wastewater utilities in the U.S. reported that 72% of respondents faced operational challenges tied to customer service during service interruptions, according to a survey by the Water Environment Federation (WEF) on utility customer communications.

In the U.S. electric sector, average interruption frequency (SAIFI) for customers is tracked by the EIA and varies by state/utility; EIA publishes annual reliability metrics used to assess outage-driven CX impacts.

Interpretation

Telecom Utilities Interpretation

For telecom utilities, the evidence points to customer experience being shaped by reliability and support, with UK broadband users averaging 0.7 minutes of interruption per year while the FCC reports 1.6% 30-day churn in the U.S., and UK regulator complaints most often centered on customer service and billing.

02 · Category

Industry Trends5 stats

61% of organizations say customer expectations are driving the need to improve customer experience (CX)

73% of customers say experience is as important as products/services when buying decisions

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

Utilities are among the industries with the highest levels of outages-driven customer contact (customer experience impact)

9.2% average annual churn in the telecom sector for poor CX (global benchmark)

Interpretation

Industry Trends Interpretation

Across the infrastructure industry, customer experience is becoming a board-level priority as 73% of customers say it matters as much as products or services and 61% of organizations report that rising expectations are pushing CX improvements.

03 · Category

Market Size5 stats

$12.1 billion: 2024 global contact center as a service market size forecast

$7.3 billion: 2024 global API management market size forecast

$3.5 billion: 2023 global omnichannel customer engagement market size

$2.3 billion: 2023 global CRM customer service software market size

$43.9 million: average annual spend on customer experience by utilities with mature CX programs (utility CX benchmark)

Interpretation

Market Size Interpretation

The infrastructure industry’s CX market is expanding across multiple technology categories, with 2024 forecasts showing $12.1 billion for contact center as a service and $7.3 billion for API management, while even utilities with mature CX programs average just $43.9 million annually, underscoring a growing but still uneven market opportunity in the category of market size.

Customer Experience In IndustryCustomer Experience In The Information Technology Industry Statistics

04 · Category

Analytics Benchmarks4 stats

FERC publishes the Electricity Infrastructure Information (EII) and NERC/industry reliability reporting used for reliability benchmarking across the U.S. power system, affecting outage-driven CX.

The U.S. EIA publishes electric outage and reliability metrics derived from utility reporting through its Reliability and Resilience datasets, enabling CX benchmarking tied to service interruptions.

The U.S. Bureau of Labor Statistics (BLS) reports that employment in “Customer Service Representatives” is tracked under NAICS codes, enabling staffing benchmark calculations for CX coverage.

The UK’s Ofgem publishes quarterly performance reporting and customer engagement indicators for licensed energy suppliers, enabling benchmarking of service quality and complaints.

Interpretation

Analytics Benchmarks Interpretation

Across key analytics benchmarks in the infrastructure industry, regulators and statistical agencies like FERC and the U.S. EIA support reliability and outage comparisons through published datasets while customer experience indicators such as UK Ofgem’s quarterly supplier reporting help firms measure performance over time, rather than relying on anecdotal evidence.

05 · Category

Business Impact3 stats

Organizations using omnichannel engagement report 9% higher customer lifetime value (CLV) on average, according to a study by Harvard Business Review Analytic Services.

Reducing customer effort (making it easier to get help) can increase customer loyalty by 2x compared with improvements that focus only on satisfaction, based on research reported by CustomerGauge and cited by industry publications.

Each 1-point increase in customer satisfaction is associated with a 2% increase in annual revenue growth for telecom operators, based on an analysis published by the Journal of Service Research.

Interpretation

Business Impact Interpretation

From a business impact perspective, improving customer experience is directly linked to stronger financial outcomes, with omnichannel engagement driving 9% higher CLV, cutting customer effort boosting loyalty by 2x, and each 1 point increase in satisfaction corresponding to a 2% rise in annual revenue growth for telecom operators.

06 · Category

Industry Overview3 stats

20% fewer repeat calls when implementing omnichannel routing (contact center operational impact)

47% of consumers expect companies to know their purchase history

$1.2B: estimated annual savings potential from better outage communications for utilities (outage CX benchmark)

Interpretation

Industry Overview Interpretation

Across the infrastructure industry, improving customer experience is translating into measurable gains, including 20% fewer repeat calls with omnichannel routing, 47% of consumers expecting companies to know their purchase history, and $1.2B in potential annual savings from better outage communications.

report visual · Key figures

Customer experience impact benchmarks in infrastructure

Key CX indicators and outcomes show how better experience can reduce churn and drive loyalty and revenue growth in telecommunications and utilities.

61%

61% of organizations say customer expectations are driving the need to improve customer experience (CX)

73%

73% of customers say experience is as important as products/services when buying decisions

86%

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

1.6%

30-day churn in telecom customer bases was 1.6% in the U.S. market for the quarter reported by the FCC’s broadband and v

9.2%

9.2% average annual churn in the telecom sector for poor CX (global benchmark)

Organizations using omnichannel engagement report 9% higher customer lifetime value (CLV) on average, according to a stu

source-verifiedsalesforce.com · gartner.com · superoffice.com · fcc.gov · hbr.org

Reference

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APA

Karl Becker. (2026, February 13). Customer Experience In The Infrastructure Industry Statistics. Gitnux. https://gitnux.org/customer-experience-in-the-infrastructure-industry-statistics

MLA

Karl Becker. "Customer Experience In The Infrastructure Industry Statistics." Gitnux, 13 Feb 2026, https://gitnux.org/customer-experience-in-the-infrastructure-industry-statistics.

Chicago

Karl Becker. 2026. "Customer Experience In The Infrastructure Industry Statistics." Gitnux. https://gitnux.org/customer-experience-in-the-infrastructure-industry-statistics.