GITNUXREPORT 2025

Customer Experience In The Job Industry Statistics

Exceptional customer experience drives loyalty, revenue, 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

Companies that prioritize customer experience generate 5.7 times more revenue than their competitors

Statistic 2

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

Statistic 3

73% of consumers say that customer experience is an important factor in their purchasing decisions

Statistic 4

78% of customers have canceled a transaction or not made an intended purchase because of poor customer service

Statistic 5

80% of customers consider their experience with a company to be as important as its products or services

Statistic 6

Only 20% of companies excel at delivering a good customer experience

Statistic 7

58% of consumers say they have higher expectations for customer service now than they did a year ago

Statistic 8

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

Statistic 9

90% of Americans consider customer service an important factor in choosing a brand

Statistic 10

The average American client service call takes approximately 4 minutes, but 73% of customers report feeling frustrated during a call when not resolved quickly

Statistic 11

52% of consumers say they have made an additional purchase after a positive customer service experience

Statistic 12

77% of customers have a more positive view of brands that offer personalized experiences

Statistic 13

Businesses that improve customer experience see an average revenue increase of $823 million

Statistic 14

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

Statistic 15

55% of customers would recommend a brand that provides excellent customer service to others

Statistic 16

Only 13% of customers think brands consistently meet their expectations

Statistic 17

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

Statistic 18

65% of consumers want companies to get in touch with them via messaging apps

Statistic 19

70% of customers say fast response times are the most important aspect of a good customer experience

Statistic 20

84% of organizations that work to improve customer experience report higher customer satisfaction

Statistic 21

72% of consumers will share a positive customer experience with six or more people

Statistic 22

65% of consumers say their loyalty is influenced by how well they are treated

Statistic 23

45% of consumers are likely to abandon their cart if they experience poor service or support

Statistic 24

89% of companies expect to compete mostly on customer experience going forward

Statistic 25

80% of consumers say that the experience a company provides is just as important as its products and services

Statistic 26

60% of consumers expect consistent answers across all channels

Statistic 27

77% of customers would recommend brands that deliver a seamless omnichannel experience

Statistic 28

Companies with high customer experience scores have 1.5 times higher market share than competitors

Statistic 29

91% of consumers are willing to shop more with brands that provide excellent customer service

Statistic 30

59% of customers say they have stopped engaging with a brand after poor service

Statistic 31

81% of consumers are more likely to do business with a company that offers a personalized experience

Statistic 32

70% of consumers would recommend a company after a positive experience

Statistic 33

Delighted customers tell an average of 9 people about their experience; unhappy customers tell 16

Statistic 34

65% of consumers say that a quick resolution is the most important factor in customer service

Statistic 35

83% of consumers say a seamless experience across all devices is important

Statistic 36

60% of consumers are willing to switch brands after just one bad customer service experience

Statistic 37

Customers who had a positive customer experience are 2.4 times more likely to remain loyal

Statistic 38

69% of consumers have stopped doing business with a company due to poor customer service

Statistic 39

79% of consumers say personalized communication influences their loyalty

Statistic 40

54% of consumers would increase the amount of business with a company that offers good customer experiences

Statistic 41

45% of consumers have switched brands due to poor customer service

Statistic 42

49% of consumers say they have stopped doing business with a company following a poor customer experience

Statistic 43

63% of consumers would switch brands after just one bad experience

Statistic 44

62% of consumers feel more loyal to brands that personalize their interactions

Statistic 45

60% of consumers expect to receive a prompt response from customer service within 10 minutes

Statistic 46

50% of consumers expect to get an answer within one hour when contacting customer support via social media

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Sources

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Key Highlights

86% of buyers are willing to pay more for a better customer experience
73% of consumers say that customer experience is an important factor in their purchasing decisions
78% of customers have canceled a transaction or not made an intended purchase because of poor customer service
60% of consumers are willing to switch brands after just one bad customer service experience
80% of customers consider their experience with a company to be as important as its products or services
Only 20% of companies excel at delivering a good customer experience
58% of consumers say they have higher expectations for customer service now than they did a year ago
Companies that prioritize customer experience generate 5.7 times more revenue than their competitors
70% of buying experiences are based on how the customer feels they are being treated
90% of Americans consider customer service an important factor in choosing a brand
The average American client service call takes approximately 4 minutes, but 73% of customers report feeling frustrated during a call when not resolved quickly
Customers who had a positive customer experience are 2.4 times more likely to remain loyal
52% of consumers say they have made an additional purchase after a positive customer service experience

In an era where 86% of buyers are willing to pay more for a better experience and nearly three-quarters of consumers view customer service as pivotal to their purchasing decisions, the battle for customer loyalty has never been more intense—and those who invest in outstanding customer experience are reaping rewards worth millions.

Business Performance and Competitive Advantage

Companies that prioritize customer experience generate 5.7 times more revenue than their competitors

Business Performance and Competitive Advantage Interpretation

Prioritizing customer experience isn't just good karma—it's the secret formula turning companies into revenue-generating powerhouses with 5.7 times the earnings of their less attentive rivals.

Customer Experience and Satisfaction

86% of buyers are willing to pay more for a better customer experience
73% of consumers say that customer experience is an important factor in their purchasing decisions
78% of customers have canceled a transaction or not made an intended purchase because of poor customer service
80% of customers consider their experience with a company to be as important as its products or services
Only 20% of companies excel at delivering a good customer experience
58% of consumers say they have higher expectations for customer service now than they did a year ago
70% of buying experiences are based on how the customer feels they are being treated
90% of Americans consider customer service an important factor in choosing a brand
The average American client service call takes approximately 4 minutes, but 73% of customers report feeling frustrated during a call when not resolved quickly
52% of consumers say they have made an additional purchase after a positive customer service experience
77% of customers have a more positive view of brands that offer personalized experiences
Businesses that improve customer experience see an average revenue increase of $823 million
86% of buyers are willing to pay more for a better experience
55% of customers would recommend a brand that provides excellent customer service to others
Only 13% of customers think brands consistently meet their expectations
76% of customers expect companies to understand their needs and expectations
65% of consumers want companies to get in touch with them via messaging apps
70% of customers say fast response times are the most important aspect of a good customer experience
84% of organizations that work to improve customer experience report higher customer satisfaction
72% of consumers will share a positive customer experience with six or more people
65% of consumers say their loyalty is influenced by how well they are treated
45% of consumers are likely to abandon their cart if they experience poor service or support
89% of companies expect to compete mostly on customer experience going forward
80% of consumers say that the experience a company provides is just as important as its products and services
60% of consumers expect consistent answers across all channels
77% of customers would recommend brands that deliver a seamless omnichannel experience
Companies with high customer experience scores have 1.5 times higher market share than competitors
91% of consumers are willing to shop more with brands that provide excellent customer service
59% of customers say they have stopped engaging with a brand after poor service
81% of consumers are more likely to do business with a company that offers a personalized experience
70% of consumers would recommend a company after a positive experience
Delighted customers tell an average of 9 people about their experience; unhappy customers tell 16
65% of consumers say that a quick resolution is the most important factor in customer service
83% of consumers say a seamless experience across all devices is important

Customer Experience and Satisfaction Interpretation

With 86% of buyers willing to pay more for a superior experience and only 20% of companies actually delivering, it's clear that in the high-stakes game of customer satisfaction, businesses are either investing heavily in delighting customers or risking being priced out of the market entirely.

Customer Loyalty and Switching Behavior

60% of consumers are willing to switch brands after just one bad customer service experience
Customers who had a positive customer experience are 2.4 times more likely to remain loyal
69% of consumers have stopped doing business with a company due to poor customer service
79% of consumers say personalized communication influences their loyalty
54% of consumers would increase the amount of business with a company that offers good customer experiences
45% of consumers have switched brands due to poor customer service
49% of consumers say they have stopped doing business with a company following a poor customer experience
63% of consumers would switch brands after just one bad experience
62% of consumers feel more loyal to brands that personalize their interactions

Customer Loyalty and Switching Behavior Interpretation

In a competitive landscape where 60% of consumers are ready to cut ties after a single slip, personalized service isn’t just a nicety—it's the lifeline that transforms fleeting customers into loyal advocates, underscoring that in customer experience, one bad encounter can be a brand's last, but personalized care can turn the tide.

Response Time and Service Efficiency

60% of consumers expect to receive a prompt response from customer service within 10 minutes
50% of consumers expect to get an answer within one hour when contacting customer support via social media

Response Time and Service Efficiency Interpretation

These statistics glaringly highlight that in today’s digital age, customer patience wears thin faster than ever—prompt, real-time responses aren't just appreciated; they're expected within a blink or risk losing loyal patrons to the next quick responder.