GITNUXREPORT 2025

Customer Experience In The Iot Industry Statistics

IoT enhances customer experience, loyalty, personalization, and future industry 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

67% of companies report measurable ROI from IoT projects aimed at customer experience

Statistic 2

80% of customer service centers that incorporate IoT report reduced operational costs

Statistic 3

65% of businesses report that IoT has increased their ability to predict customer needs

Statistic 4

70% of consumers say connected devices improve their customer experience

Statistic 5

83% of consumers expect companies to use IoT data to improve service delivery

Statistic 6

60% of consumers are willing to pay more for products/services that leverage IoT for enhanced support

Statistic 7

65% of consumers expect their IoT-enabled devices to improve overall service quality

Statistic 8

48% of consumers feel more connected to brands via IoT devices

Statistic 9

66% of consumers want more IoT-driven self-service options

Statistic 10

58% of consumers prefer connected devices that personalize their experience automatically

Statistic 11

61% of CEOs believe IoT will significantly transform customer interactions

Statistic 12

52% of IoT-enabled organizations report improved customer satisfaction levels

Statistic 13

78% of businesses identify IoT as critical for delivering personalized customer experiences

Statistic 14

65% of companies that have implemented IoT report a direct positive impact on customer retention

Statistic 15

72% of organizations with IoT solutions report increased customer loyalty

Statistic 16

58% of consumers would switch brands if they receive better support through IoT devices

Statistic 17

94% of IoT projects are aimed at enhancing customer experience

Statistic 18

48% of consumers are more loyal to brands that use IoT to customize their experience

Statistic 19

55% of companies believe IoT data analytics lead to improved customer satisfaction

Statistic 20

69% of organizations reported an increase in customer engagement after adopting IoT solutions

Statistic 21

89% of IoT-enabled solutions directly impact customer experience satisfaction scores

Statistic 22

72% of IoT investments are driven by goals to enhance customer loyalty

Statistic 23

71% of businesses use IoT data to create more engaging customer experiences

Statistic 24

84% of companies agree that IoT is key to achieving higher customer satisfaction levels

Statistic 25

73% of organizations report that IoT implementations lead to quicker customer issue resolution

Statistic 26

50% of businesses have seen an increase in positive customer reviews after deploying IoT solutions

Statistic 27

79% of companies report increased customer engagement thanks to IoT-enabled personalization

Statistic 28

87% of businesses see IoT as a way to gather valuable insights for improving customer experience

Statistic 29

70% of IoT projects include a focus on enhancing customer feedback channels

Statistic 30

59% of consumers are more likely to remain loyal to brands that use IoT to improve their customer experience

Statistic 31

72% of organizations say IoT helps reduce customer churn

Statistic 32

85% of companies see IoT as a strategic avenue for differentiation through customer experience

Statistic 33

57% of consumers say IoT makes brand interactions more engaging

Statistic 34

89% of companies expect future customer experience improvements to come from IoT solutions

Statistic 35

80% of organizations believe IoT will be essential for future customer service excellence

Statistic 36

74% of customers prefer brands that incorporate IoT for predictive maintenance and proactive support

Statistic 37

54% of organizations plan to increase IoT spending for customer experience initiatives in 2024

Statistic 38

69% of customer service interactions are expected to be IoT-enabled by 2026

Statistic 39

63% of brands plan to increase their IoT investments specifically for customer experience improvements

Statistic 40

81% of CIOs believe IoT will be fundamental to future customer support strategies

Statistic 41

By 2025, 90% of connected devices will be used to enhance customer service

Statistic 42

76% of retail companies say IoT helps provide real-time, tailored customer support

Statistic 43

68% of businesses using IoT in customer service report faster issue resolution times

Statistic 44

81% of IoT deployments are focused on personalized customer interactions

Statistic 45

77% of users say IoT makes interacting with customer service more efficient

Statistic 46

74% of IoT-enabled devices are used to collect customer behavioral data for better service personalization

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Key Highlights

89% of companies expect future customer experience improvements to come from IoT solutions
70% of consumers say connected devices improve their customer experience
61% of CEOs believe IoT will significantly transform customer interactions
52% of IoT-enabled organizations report improved customer satisfaction levels
78% of businesses identify IoT as critical for delivering personalized customer experiences
By 2025, 90% of connected devices will be used to enhance customer service
65% of companies that have implemented IoT report a direct positive impact on customer retention
83% of consumers expect companies to use IoT data to improve service delivery
76% of retail companies say IoT helps provide real-time, tailored customer support
72% of organizations with IoT solutions report increased customer loyalty
58% of consumers would switch brands if they receive better support through IoT devices
94% of IoT projects are aimed at enhancing customer experience
68% of businesses using IoT in customer service report faster issue resolution times

With nearly 90% of companies believing IoT will revolutionize customer experience, the industry is rapidly embracing connected devices to deliver personalized, efficient, and engaging services that fundamentally transform consumer interactions.

Business Impact and ROI

67% of companies report measurable ROI from IoT projects aimed at customer experience
80% of customer service centers that incorporate IoT report reduced operational costs
65% of businesses report that IoT has increased their ability to predict customer needs

Business Impact and ROI Interpretation

With over two-thirds of companies reaping measurable ROI, 80% cutting costs, and 65% boosting predictive power, the IoT revolution is transforming customer experience from a reactive effort into a strategic, cost-effective, and anticipatory game-changer.

Consumer Expectations and Preferences

70% of consumers say connected devices improve their customer experience
83% of consumers expect companies to use IoT data to improve service delivery
60% of consumers are willing to pay more for products/services that leverage IoT for enhanced support
65% of consumers expect their IoT-enabled devices to improve overall service quality
48% of consumers feel more connected to brands via IoT devices
66% of consumers want more IoT-driven self-service options
58% of consumers prefer connected devices that personalize their experience automatically

Consumer Expectations and Preferences Interpretation

With nearly three-quarters of consumers acknowledging that connected devices elevate their experience and over half willing to pay extra for IoT-enhanced services, it’s clear that in the digital age, IoT is not just a technological upgrade but a definitive expectation transforming brand-customer relationships into personalized, seamless partnerships.

Customer Experience and Loyalty

61% of CEOs believe IoT will significantly transform customer interactions
52% of IoT-enabled organizations report improved customer satisfaction levels
78% of businesses identify IoT as critical for delivering personalized customer experiences
65% of companies that have implemented IoT report a direct positive impact on customer retention
72% of organizations with IoT solutions report increased customer loyalty
58% of consumers would switch brands if they receive better support through IoT devices
94% of IoT projects are aimed at enhancing customer experience
48% of consumers are more loyal to brands that use IoT to customize their experience
55% of companies believe IoT data analytics lead to improved customer satisfaction
69% of organizations reported an increase in customer engagement after adopting IoT solutions
89% of IoT-enabled solutions directly impact customer experience satisfaction scores
72% of IoT investments are driven by goals to enhance customer loyalty
71% of businesses use IoT data to create more engaging customer experiences
84% of companies agree that IoT is key to achieving higher customer satisfaction levels
73% of organizations report that IoT implementations lead to quicker customer issue resolution
50% of businesses have seen an increase in positive customer reviews after deploying IoT solutions
79% of companies report increased customer engagement thanks to IoT-enabled personalization
87% of businesses see IoT as a way to gather valuable insights for improving customer experience
70% of IoT projects include a focus on enhancing customer feedback channels
59% of consumers are more likely to remain loyal to brands that use IoT to improve their customer experience
72% of organizations say IoT helps reduce customer churn
85% of companies see IoT as a strategic avenue for differentiation through customer experience
57% of consumers say IoT makes brand interactions more engaging

Customer Experience and Loyalty Interpretation

With over 90% of IoT projects aiming to boost customer experience and a majority of companies recognizing it as a critical differentiator, it's clear that in the era of connected gadgets, businesses are increasingly trading traditional loyalty for personalized engagement — because nothing keeps a customer hooked like the promise of a smarter, more satisfying interaction.

IoT Adoption and Investment

89% of companies expect future customer experience improvements to come from IoT solutions
80% of organizations believe IoT will be essential for future customer service excellence
74% of customers prefer brands that incorporate IoT for predictive maintenance and proactive support
54% of organizations plan to increase IoT spending for customer experience initiatives in 2024
69% of customer service interactions are expected to be IoT-enabled by 2026
63% of brands plan to increase their IoT investments specifically for customer experience improvements
81% of CIOs believe IoT will be fundamental to future customer support strategies

IoT Adoption and Investment Interpretation

With nearly nine out of ten companies betting on IoT to revolutionize customer experience, it's clear that in the fast-evolving digital era, IoT is no longer just an option but the backbone of proactive, seamless, and未来-focused customer support strategies.

IoT in Customer Service and Personalization

By 2025, 90% of connected devices will be used to enhance customer service
76% of retail companies say IoT helps provide real-time, tailored customer support
68% of businesses using IoT in customer service report faster issue resolution times
81% of IoT deployments are focused on personalized customer interactions
77% of users say IoT makes interacting with customer service more efficient
74% of IoT-enabled devices are used to collect customer behavioral data for better service personalization

IoT in Customer Service and Personalization Interpretation

With over 90% of connected devices set to revolutionize customer service by 2025, it's clear that IoT is transforming customer interactions from generic exchanges to personalized, real-time experiences—making "customers always right" more accurate than ever.