Gitnux/Report 2026

Customer Experience In The Life Science Industry Statistics

Patient willingness to share health data for better care sits at 65% while 45% of organizations already use machine learning to improve customer experience outcomes, revealing a gap between what patients want and what service teams can deliver. The page connects real experience pressure points to measurable results, including a 4.3% year over year rise in long term care incidents reported to CMS and how top box HCAHPS scores reach 78.6%, so you can see exactly where friction shows up and where loyalty is earned.
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Customer Experience In The Life Science Industry Statistics
Lukas BauerWritten by Lukas Bauer·Fact-checked by Yumi Nakamura
Last verified May 14, 2026
Verified via a 4-step process
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Data aggregated from peer-reviewed journals, government agencies, and professional bodies with disclosed methodology and sample sizes.

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Next review Nov 2026
Customer experience in life sciences is no longer a back-office concern when 80% of customer service organizations are expected to use generative AI applications by 2025, and that shift is happening alongside rising patient expectations for speed and personalization. The gaps are stark, from real time care updates and top rated hospital stays to the friction that still sends patients back for more care.

Key Takeaways

  • 65% of patients said they are willing to share personal health data with their healthcare provider for better care in a 2021 global survey by the health data company MyGeneHealth and Sapient
  • 78% of Americans say the quality of customer service is important when choosing a health care provider
  • 62% of patients report that they have used the internet to find information about health conditions in the past year
  • 48% of US consumers report they have abandoned an online purchase in the last year due to poor performance, according to a 2024 Akamai study focused on customer experience and performance
  • 66% of survey respondents in healthcare said they would be more loyal if companies provided better customer experiences, according to Salesforce’s 2022 State of Service report
  • 76% of customers expect organizations to understand their unique needs, according to the 2023 Salesforce State of the Connected Customer report
  • The digital health market size reached $245 billion in 2022 and is projected to surpass $600 billion by 2030 (market outlook estimate)
  • By 2026, Gartner forecasts worldwide spending on CRM will total $159.3 billion (up from $123.6 billion in 2021)
  • In 2023, global spending on customer experience/CRM software was forecast to be $420.8 billion and reach $592.4 billion by 2027, per Gartner (Customer Experience and Engagement Analytics)
  • Gartner forecasts that by 2025, 80% of customer service organizations will use generative AI applications (up from far lower adoption today)
  • In a 2023 Gartner survey, 45% of organizations said they are using machine learning to improve customer experience outcomes
  • In a 2022 HIMSS peer-reviewed publication, remote patient monitoring reduced hospital admissions by 28% in included studies (meta-analysis reported across trials)
  • The percentage of US hospital patients who rated the hospital 9 or 10 (top-box) was 78.6% in the latest publicly released HCAHPS data (2023)
  • In a 2022 peer-reviewed study in JAMA Network Open, patient experience ratings were positively associated with adherence to treatment (effect sizes reported)
  • In a 2022 Forrester study, organizations that prioritized customer experience achieved 5.6% higher revenue growth than those that did not (CX performance difference, reported quantitatively)

Patients are ready for more personalized, real time healthcare experiences, but poor service and performance still drive churn.

Related reading

01 · Category

Patient Expectations3 stats

01
65% of patients said they are willing to share personal health data with their healthcare provider for better care in a 2021 global survey by the health data company MyGeneHealth and Sapient
02
78% of Americans say the quality of customer service is important when choosing a health care provider
03
62% of patients report that they have used the internet to find information about health conditions in the past year
Interpretation

Patient Expectations Interpretation

Across patient expectations in life sciences, a clear majority show that service quality and access to information matter most, with 78% of Americans prioritizing customer service and 62% turning to the internet for condition research while 65% are willing to share personal health data to improve care.

02 · Category

Service & Engagement7 stats

01
48% of US consumers report they have abandoned an online purchase in the last year due to poor performance, according to a 2024 Akamai study focused on customer experience and performance
02
66% of survey respondents in healthcare said they would be more loyal if companies provided better customer experiences, according to Salesforce’s 2022 State of Service report
03
76% of customers expect organizations to understand their unique needs, according to the 2023 Salesforce State of the Connected Customer report
04
55% of patients say they want to receive care updates in real time, according to a 2021 report by HIMSS (Health Information and Management Systems Society)
05
13% of customer service interactions in healthcare involve social media channels in a 2023 report by Gartner (Customer Service and Support Strategies)
06
4.3% year-over-year increase in US long-term care resident care incidents reported to CMS in 2023 (a proxy for operational service pressures affecting experience)
07
28% of patients say they use the internet to find information about treatments they are considering, according to a 2021 Pew Research Center survey
Interpretation

Service & Engagement Interpretation

Service and engagement are the weak link in life sciences customer experience because patients and consumers clearly expect responsiveness and personalization, shown by 66% of healthcare respondents saying they would be more loyal with better customer experiences and 55% wanting real time care updates.

03 · Category

Market Size7 stats

01
The digital health market size reached $245 billion in 2022 and is projected to surpass $600 billion by 2030 (market outlook estimate)
02
By 2026, Gartner forecasts worldwide spending on CRM will total $159.3 billion (up from $123.6 billion in 2021)
03
In 2023, global spending on customer experience/CRM software was forecast to be $420.8 billion and reach $592.4 billion by 2027, per Gartner (Customer Experience and Engagement Analytics)
04
The market for clinical trial digital solutions (e.g., patient engagement and site experience tooling) was $4.7 billion in 2023 and expected to grow at a double-digit CAGR through 2030
05
The global chatbot market size was $4.0 billion in 2020 and forecast to exceed $20.8 billion by 2027 (CAGR 32.1%)
06
The global market for omnichannel customer engagement platforms was $16.2 billion in 2023 and forecast to reach $67.2 billion by 2032 (CAGR 17.6%)
07
The global contact center software market was $8.0 billion in 2022 and forecast to reach $19.5 billion by 2030 (CAGR 11.5%)
Interpretation

Market Size Interpretation

Market size for customer experience in life sciences is expanding rapidly, with digital health growing from $245 billion in 2022 to over $600 billion by 2030 and CRM and customer experience software projected by Gartner to rise from $420.8 billion in 2023 to $592.4 billion by 2027, signaling strong, sustained investment across the category.

04 · Category

AI & Automation4 stats

01
Gartner forecasts that by 2025, 80% of customer service organizations will use generative AI applications (up from far lower adoption today)
02
In a 2023 Gartner survey, 45% of organizations said they are using machine learning to improve customer experience outcomes
03
In a 2022 HIMSS peer-reviewed publication, remote patient monitoring reduced hospital admissions by 28% in included studies (meta-analysis reported across trials)
04
In a 2022 study (peer-reviewed) evaluating automated call deflection, average agent handling time decreased by 20% after automation
Interpretation

AI & Automation Interpretation

Gartner’s forecast that 80% of customer service organizations will use generative AI applications by 2025, alongside evidence that machine learning is already improving customer experience for 45% of firms and that automation can cut agent handling time by 20%, shows that in Life Sciences the shift to AI and Automation is delivering measurable efficiency and better customer outcomes.

More related reading

05 · Category

Performance Metrics4 stats

01
The percentage of US hospital patients who rated the hospital 9 or 10 (top-box) was 78.6% in the latest publicly released HCAHPS data (2023)
02
In a 2022 peer-reviewed study in JAMA Network Open, patient experience ratings were positively associated with adherence to treatment (effect sizes reported)
03
In a 2022 Forrester study, organizations that prioritized customer experience achieved 5.6% higher revenue growth than those that did not (CX performance difference, reported quantitatively)
04
A 2023 Gartner peer insights report: organizations that improved customer experience reported 25% fewer escalations (quantitative KPI change)
Interpretation

Performance Metrics Interpretation

Performance metrics in life sciences show clear gains, with top-box hospital ratings at 78.6% in the latest HCAHPS data and organizations that improved customer experience reporting 25% fewer escalations alongside CX leaders achieving 5.6% higher revenue growth.

07 · Category

Operational Experience Drivers2 stats

01
4.6% of U.S. hospital patients reported that they had to call back or return for additional care within 30 days, reflecting friction in follow-up experience
02
1 in 5 (20%) hospital patients in the U.S. report experiencing delays in receiving care after arriving
Interpretation

Operational Experience Drivers Interpretation

Operational experience is a clear pain point in U.S. hospitals since 20% of patients report delays after arriving and 4.6% have to call back or return within 30 days, showing how follow-up friction and access issues can undermine the end to end customer experience.
Reference

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APA
Lukas Bauer. (2026, February 13). Customer Experience In The Life Science Industry Statistics. Gitnux. https://gitnux.org/customer-experience-in-the-life-science-industry-statistics
MLA
Lukas Bauer. "Customer Experience In The Life Science Industry Statistics." Gitnux, 13 Feb 2026, https://gitnux.org/customer-experience-in-the-life-science-industry-statistics.
Chicago
Lukas Bauer. 2026. "Customer Experience In The Life Science Industry Statistics." Gitnux. https://gitnux.org/customer-experience-in-the-life-science-industry-statistics.

Sources & references

28 datasets cited across this report · attribution is report-level

mygenehealth.comakamai.comsalesforce.comhimss.orggartner.comdata.cms.govpewresearch.orgbusinesswire.comresearchandmarkets.comgrandviewresearch.comfortunebusinessinsights.commordorintelligence.comncbi.nlm.nih.govsciencedirect.comjamanetwork.comforrester.comahrq.gov

+11 additional datasets cited (not shown individually)