GITNUXREPORT 2025

Customer Experience In The Ltl Industry Statistics

Superior customer experience boosts loyalty, revenue, and competitive advantage significantly.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

A 10% increase in customer satisfaction can increase profits by roughly 25%

Statistic 2

Companies with a customer experience mindset see a 10-15% increase in revenue compared to competitors

Statistic 3

Investment in customer experience initiatives correlates with a 20% increase in customer lifetime value

Statistic 4

70% of customers say connected processes are very important to winning their business

Statistic 5

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

Statistic 6

92% of customers want more personalized services

Statistic 7

70% of customers consult online reviews before making a purchase

Statistic 8

Nearly 90% of customers expect companies to respond within 10 minutes to social media complaints

Statistic 9

53% of consumers expect a response within an hour when they contact customer service

Statistic 10

60% of consumers expect personalized offers and content

Statistic 11

88% of consumers believe companies need to demonstrate they truly care about their customers

Statistic 12

80% of customers say the experience a company provides is as important as its products or services

Statistic 13

60% of customers say that the experience a company provides is as important as its products or services

Statistic 14

75% of consumers expect consistent interactions across departments

Statistic 15

69% of consumers say that personalized experiences influence their purchasing decisions

Statistic 16

77% of consumers consider customer experience as an important factor in their purchasing decisions

Statistic 17

90% of companies believe that customer experience is a key competitive differentiator

Statistic 18

82% of customers seek omnichannel support, expecting seamless transitions between channels

Statistic 19

89% of customers say they have stopped doing business with a company after poor customer service

Statistic 20

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

Statistic 21

77% of consumers have chosen, recommended, or paid more for a brand that provides a good customer experience

Statistic 22

84% of organizations working to improve customer experience report an increase in revenue

Statistic 23

50% of customers say they have switched brands due to poor customer service

Statistic 24

Employees trained in customer experience can boost customer satisfaction ratings by up to 20%

Statistic 25

65% of customers find a positive experience with a brand to be more influential than advertising

Statistic 26

70% of customers will forgive a company after a mistake if they have a good customer service experience

Statistic 27

78% of consumers say that a company's understanding of their needs influences their loyalty

Statistic 28

58% of consumers have ended relations with a business due to poor mobile experience

Statistic 29

85% of customers are willing to pay more for a better customer experience

Statistic 30

52% of customers switch brands due to bad customer service

Statistic 31

84% of organizations say improving customer experience has increased revenue

Statistic 32

94% of consumers are likely to be loyal to brands that offer good customer service

Statistic 33

60% of companies considered customer experience the top priority for their business strategy

Statistic 34

68% of online shoppers abandon their cart due to poor customer service or experience

Statistic 35

72% of customers share positive experiences with friends and family

Statistic 36

72% of customers say a friendly customer service representative can influence their loyalty

Statistic 37

69% of customers say that their experience with a brand influences their likelihood to recommend that brand

Statistic 38

65% of customers say that listening to their feedback improves their experience

Statistic 39

74% of companies that prioritize customer experience report increased customer retention

Statistic 40

70% of customers are more likely to do repeat business with a company that personalizes experiences

Statistic 41

68% of consumers say they’ve had a poor customer experience due to lack of follow-up

Statistic 42

80% of consumers are willing to switch brands after a bad customer service experience

Statistic 43

89% of customers are more likely to shop with a retailer that recognizes them by name

Statistic 44

75% of customers want companies to recognize their loyalty

Statistic 45

77% of consumers are more likely to recommend a brand that offers excellent customer experience

Statistic 46

65% of customers say that consistent service delivery across channels enhances their experience

Statistic 47

62% of customers have stopped doing business with a company after a bad interaction

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Key Highlights

89% of customers say they have stopped doing business with a company after poor customer service
86% of buyers are willing to pay more for a better customer experience
70% of customers say connected processes are very important to winning their business
80% of customers say the experience a company provides is as important as its products or services
73% of consumers say that customer experience is an important factor in their purchase decisions
A 10% increase in customer satisfaction can increase profits by roughly 25%
77% of consumers have chosen, recommended, or paid more for a brand that provides a good customer experience
60% of customers say that the experience a company provides is as important as its products or services
84% of organizations working to improve customer experience report an increase in revenue
50% of customers say they have switched brands due to poor customer service
75% of consumers expect consistent interactions across departments
Employees trained in customer experience can boost customer satisfaction ratings by up to 20%
65% of customers find a positive experience with a brand to be more influential than advertising

In an industry where 89% of customers abandon brands after poor service and nearly 86% are willing to pay more for better experiences, mastering customer experience isn’t just a nicety—it’s the key to thriving in the LTL sector.

Business Impact and Investment

A 10% increase in customer satisfaction can increase profits by roughly 25%
Companies with a customer experience mindset see a 10-15% increase in revenue compared to competitors
Investment in customer experience initiatives correlates with a 20% increase in customer lifetime value

Business Impact and Investment Interpretation

In the LTL industry, prioritizing customer experience isn't just good for service—it's a freight train to increased profits, revenue, and lifetime customer value.

Customer Expectations and Preferences

70% of customers say connected processes are very important to winning their business
73% of consumers say that customer experience is an important factor in their purchase decisions
92% of customers want more personalized services
70% of customers consult online reviews before making a purchase
Nearly 90% of customers expect companies to respond within 10 minutes to social media complaints
53% of consumers expect a response within an hour when they contact customer service
60% of consumers expect personalized offers and content
88% of consumers believe companies need to demonstrate they truly care about their customers

Customer Expectations and Preferences Interpretation

In the fast-paced LTL industry, where 70% prioritize connected processes and nearly 90% demand swift social media responses, it's clear that delivering personalized, caring experiences isn't just a bonus but the new baseline for winning customer loyalty—and staying relevant.

Customer Experience and Personalization

80% of customers say the experience a company provides is as important as its products or services
60% of customers say that the experience a company provides is as important as its products or services
75% of consumers expect consistent interactions across departments
69% of consumers say that personalized experiences influence their purchasing decisions
77% of consumers consider customer experience as an important factor in their purchasing decisions
90% of companies believe that customer experience is a key competitive differentiator
82% of customers seek omnichannel support, expecting seamless transitions between channels

Customer Experience and Personalization Interpretation

With nearly all customers deeming experience as vital as the product itself and expecting seamless, personalized interactions, businesses ignoring this shift risk losing competitive ground in a market where 90% see CX as their best differentiator.

Customer Satisfaction and Loyalty

89% of customers say they have stopped doing business with a company after poor customer service
86% of buyers are willing to pay more for a better customer experience
77% of consumers have chosen, recommended, or paid more for a brand that provides a good customer experience
84% of organizations working to improve customer experience report an increase in revenue
50% of customers say they have switched brands due to poor customer service
Employees trained in customer experience can boost customer satisfaction ratings by up to 20%
65% of customers find a positive experience with a brand to be more influential than advertising
70% of customers will forgive a company after a mistake if they have a good customer service experience
78% of consumers say that a company's understanding of their needs influences their loyalty
58% of consumers have ended relations with a business due to poor mobile experience
85% of customers are willing to pay more for a better customer experience
52% of customers switch brands due to bad customer service
84% of organizations say improving customer experience has increased revenue
94% of consumers are likely to be loyal to brands that offer good customer service
60% of companies considered customer experience the top priority for their business strategy
68% of online shoppers abandon their cart due to poor customer service or experience
72% of customers share positive experiences with friends and family
72% of customers say a friendly customer service representative can influence their loyalty
69% of customers say that their experience with a brand influences their likelihood to recommend that brand
65% of customers say that listening to their feedback improves their experience
74% of companies that prioritize customer experience report increased customer retention
70% of customers are more likely to do repeat business with a company that personalizes experiences
68% of consumers say they’ve had a poor customer experience due to lack of follow-up
80% of consumers are willing to switch brands after a bad customer service experience
89% of customers are more likely to shop with a retailer that recognizes them by name
75% of customers want companies to recognize their loyalty
77% of consumers are more likely to recommend a brand that offers excellent customer experience
65% of customers say that consistent service delivery across channels enhances their experience
62% of customers have stopped doing business with a company after a bad interaction

Customer Satisfaction and Loyalty Interpretation

In the LTL industry, where 89% of customers ditch shipper services after poor customer experiences and 85% are willing to pay a premium for better service, prioritizing personalized, consistent, and responsive customer care isn’t just good PR—it's a freight train to increased revenue and loyalty.

Sources & References

Reference 26
BAIN
Research Publication(2024)
Visit source