GITNUXREPORT 2025

Customer Experience In The It Industry Statistics

Enhanced digital experience boosts loyalty, revenue, expectations, and competitive advantage.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

86% of customers are willing to pay more for better customer service

Statistic 2

60% of IT users say they have higher expectations for digital customer service than before the pandemic

Statistic 3

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

Statistic 4

76% of consumers expect companies to understand their needs and expectations

Statistic 5

54% of customers say they have higher expectations for response times today than a year ago

Statistic 6

73% of consumers expect companies to understand their needs and expectations

Statistic 7

67% of customers say that their standards for good experiences are higher than they were a year ago

Statistic 8

69% of customers say that their expectations for digital customer service have increased due to recent technological advances

Statistic 9

90% of customers expect consistent interactions across multiple channels

Statistic 10

45% of customers will abandon their shopping carts if they encounter poor site navigation or load times

Statistic 11

74% of buyers only wait 5 minutes max for a reply from customer service

Statistic 12

57% of consumers would participate in a chatbot if it meant faster response times

Statistic 13

65% of customers say that personalized experiences influence their purchasing decisions

Statistic 14

56% of companies struggle to deliver a seamless omnichannel customer experience

Statistic 15

90% of consumers are more likely to recommend a brand that provides a personalized experience

Statistic 16

66% of customers expect real-time assistance, such as live chat or messaging, while shopping online

Statistic 17

55% of consumers would pay more for a better customer experience

Statistic 18

84% of consumers trust reviews and recommendations from friends and family over other forms of advertising

Statistic 19

70% of consumers expect companies to demonstrate understanding and empathy through their customer service

Statistic 20

83% of buyers say that a personalized experience influences their purchasing decision

Statistic 21

75% of consumers expect a consistent experience across all channels and devices

Statistic 22

80% of customers are more likely to buy from a brand that offers personalized service

Statistic 23

90% of consumers want brands to act quickly and resolve issues promptly

Statistic 24

77% of consumers prefer self-service options for quick issue resolution

Statistic 25

69% of customers expect a company to personalize their service based on past interactions

Statistic 26

75% of consumers prefer messaging apps over traditional channels for customer support

Statistic 27

66% of consumers believe companies should use AI to better understand their needs

Statistic 28

59% of consumers say they are more loyal to brands that offer instant messaging support

Statistic 29

61% of consumers want to be able to contact customer service via social media

Statistic 30

78% of customers have canceled a transaction due to poor customer experience

Statistic 31

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

Statistic 32

81% of companies say customer experience is a competitive differentiator

Statistic 33

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

Statistic 34

80% of customers say that their experience with a company is as important as its products and services

Statistic 35

By 2025, customer experience will overtake price and product as the key brand differentiator for 75% of consumers

Statistic 36

62% of business decision-makers believe that poor customer experience directly impacts revenue

Statistic 37

89% of consumers shop with a competitor after a poor customer service experience

Statistic 38

52% of consumers say that companies need to earn their trust in order to keep their business

Statistic 39

80% of companies that focus on customer experience report an increase in revenue

Statistic 40

70% of customers say they will stay loyal to a brand that delivers excellent customer service

Statistic 41

88% of consumers say they are less likely to buy from a company after a bad customer experience

Statistic 42

78% of customers say that their experience with a brand influences their future purchasing decisions

Statistic 43

59% of customers have stopped doing business with a brand after a poor customer experience

Statistic 44

68% of customers say their loyalty depends on how well a company handles complaints

Statistic 45

61% of customers stop doing business with a brand after a poor experience

Statistic 46

52% of companies believe that automating customer interactions improves customer satisfaction

Statistic 47

80% of customers want companies to proactively address issues before they escalate

Statistic 48

85% of consumers say that their loyalty is driven by positive customer experiences

Statistic 49

65% of customers find chatbots an effective support tool for resolving issues quickly

Statistic 50

58% of businesses see a measurable increase in customer satisfaction after implementing digital customer experience tools

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Sources

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Key Highlights

86% of customers are willing to pay more for better customer service
78% of customers have canceled a transaction due to poor customer experience
73% of consumers say a good experience is key in influencing their brand loyalty
60% of IT users say they have higher expectations for digital customer service than before the pandemic
81% of companies say customer experience is a competitive differentiator
70% of buying experiences are based on how the customer feels they are being treated
80% of customers say that their experience with a company is as important as its products and services
91% of consumers are more likely to shop with brands that recognize, remember, and provide relevant offers and recommendations to them
76% of consumers expect companies to understand their needs and expectations
54% of customers say they have higher expectations for response times today than a year ago
73% of consumers expect companies to understand their needs and expectations
By 2025, customer experience will overtake price and product as the key brand differentiator for 75% of consumers
62% of business decision-makers believe that poor customer experience directly impacts revenue

In an era where 86% of customers are willing to pay more for superior service and nearly every interaction shapes brand loyalty, the IT industry stands at a pivotal crossroads to redefine customer experience as the ultimate competitive advantage.

Customer Expectations and Preferences

86% of customers are willing to pay more for better customer service
60% of IT users say they have higher expectations for digital customer service than before the pandemic
91% of consumers are more likely to shop with brands that recognize, remember, and provide relevant offers and recommendations to them
76% of consumers expect companies to understand their needs and expectations
54% of customers say they have higher expectations for response times today than a year ago
73% of consumers expect companies to understand their needs and expectations
67% of customers say that their standards for good experiences are higher than they were a year ago
69% of customers say that their expectations for digital customer service have increased due to recent technological advances
90% of customers expect consistent interactions across multiple channels
45% of customers will abandon their shopping carts if they encounter poor site navigation or load times
74% of buyers only wait 5 minutes max for a reply from customer service
57% of consumers would participate in a chatbot if it meant faster response times
65% of customers say that personalized experiences influence their purchasing decisions
56% of companies struggle to deliver a seamless omnichannel customer experience
90% of consumers are more likely to recommend a brand that provides a personalized experience
66% of customers expect real-time assistance, such as live chat or messaging, while shopping online
55% of consumers would pay more for a better customer experience
84% of consumers trust reviews and recommendations from friends and family over other forms of advertising
70% of consumers expect companies to demonstrate understanding and empathy through their customer service
83% of buyers say that a personalized experience influences their purchasing decision
75% of consumers expect a consistent experience across all channels and devices
80% of customers are more likely to buy from a brand that offers personalized service
90% of consumers want brands to act quickly and resolve issues promptly
77% of consumers prefer self-service options for quick issue resolution
69% of customers expect a company to personalize their service based on past interactions
75% of consumers prefer messaging apps over traditional channels for customer support
66% of consumers believe companies should use AI to better understand their needs
59% of consumers say they are more loyal to brands that offer instant messaging support
61% of consumers want to be able to contact customer service via social media

Customer Expectations and Preferences Interpretation

In an era where nearly 9 out of 10 consumers demand swift, personalized, and seamless digital interactions—often expecting brands to recognize them across channels—it's clear that businesses must embrace empathetic innovation and omnichannel mastery or risk losing customer loyalty to smarter, faster competitors who understand that exceptional service is now the new standard of value.

Customer Experience and Satisfaction

78% of customers have canceled a transaction due to poor customer experience
73% of consumers say a good experience is key in influencing their brand loyalty
81% of companies say customer experience is a competitive differentiator
70% of buying experiences are based on how the customer feels they are being treated
80% of customers say that their experience with a company is as important as its products and services
By 2025, customer experience will overtake price and product as the key brand differentiator for 75% of consumers
62% of business decision-makers believe that poor customer experience directly impacts revenue
89% of consumers shop with a competitor after a poor customer service experience
52% of consumers say that companies need to earn their trust in order to keep their business
80% of companies that focus on customer experience report an increase in revenue
70% of customers say they will stay loyal to a brand that delivers excellent customer service
88% of consumers say they are less likely to buy from a company after a bad customer experience
78% of customers say that their experience with a brand influences their future purchasing decisions
59% of customers have stopped doing business with a brand after a poor customer experience
68% of customers say their loyalty depends on how well a company handles complaints
61% of customers stop doing business with a brand after a poor experience
52% of companies believe that automating customer interactions improves customer satisfaction
80% of customers want companies to proactively address issues before they escalate
85% of consumers say that their loyalty is driven by positive customer experiences
65% of customers find chatbots an effective support tool for resolving issues quickly
58% of businesses see a measurable increase in customer satisfaction after implementing digital customer experience tools

Customer Experience and Satisfaction Interpretation

In an industry where 78% of customers abandon transactions for poor service, it's clear that by 2025, superior customer experience—rather than price or product—will be the ultimate competitive battleground, with over 80% of companies acknowledging that a focus on CX can boost revenue and loyalty, and almost nine out of ten consumers ready to switch brands after a single bad—or well-handled—interaction.