GITNUXREPORT 2025

Customer Experience In The Lumber Industry Statistics

Customer experience drives loyalty, revenue, and positive brand perceptions 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

80% of company profits are generated by 20% of customers, emphasizing the need for focused customer experience strategies

Statistic 2

89% of consumers are more likely to buy from a company that offers excellent customer service

Statistic 3

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

Statistic 4

55% of customers have higher expectations for customer service than they did a year ago

Statistic 5

74% of consumers identify their customer experience expectations as higher than they were a year ago

Statistic 6

80% of customers expect companies to understand their needs and expectations

Statistic 7

78% of consumers agree that valuing their time is the most important thing a company can do to provide good customer service

Statistic 8

63% of consumers prefer self-service over speaking to a company representative

Statistic 9

65% of consumers have higher expectations for customer service than they did a year ago

Statistic 10

75% of customers expect companies to understand their needs and expectations

Statistic 11

66% of customers say they have higher expectations for customer service now than they did a year ago

Statistic 12

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

Statistic 13

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

Statistic 14

50% of customers expect a response within 24 hours of contacting customer service

Statistic 15

69% of consumers expect companies to proactively address their needs

Statistic 16

59% of consumers have higher expectations for customer service now compared to last year

Statistic 17

78% of consumers expect customer service to be available 24/7

Statistic 18

66% of consumers say they prefer to interact with a company via chat or messaging

Statistic 19

53% of consumers expect companies to resolve issues on the first contact

Statistic 20

88% of customers want brands to understand their needs before making a sale

Statistic 21

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

Statistic 22

60% of customers consider a company's customer service experience as an important factor in their purchasing decisions

Statistic 23

Businesses that prioritize customer experience see a 10-15% increase in revenue

Statistic 24

72% of customers will share a positive customer service experience with 6 or more people

Statistic 25

70% of buying experiences are based on how customers feel they are treated

Statistic 26

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

Statistic 27

82% of customers have stopped doing business with a company due to poor customer service

Statistic 28

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

Statistic 29

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

Statistic 30

Personalization increases customer satisfaction by up to 20%

Statistic 31

70% of buying experiences are based on how customers feel they are being treated

Statistic 32

59% of consumers say they’ve stopped buying from a company due to poor customer service

Statistic 33

55% of consumers are willing to pay more for a better customer experience

Statistic 34

34% of customers say they’d switch to a competitor after just one bad experience

Statistic 35

80% of customers say that their experience with an organization is as important as its products or services

Statistic 36

79% of consumers are more loyal to brands that offer consistently good customer service

Statistic 37

61% of consumers say tailored experiences increase their likelihood to buy

Statistic 38

54% of customers will abandon a purchase if they have a poor customer service experience

Statistic 39

67% of consumers visit a competitor after a negative customer experience

Statistic 40

89% of consumers are likely to recommend a brand after a positive customer service experience

Statistic 41

52% of customers say that they have abandoned a planned purchase because of a poor customer experience

Statistic 42

94% of consumers say they are more likely to be loyal to a brand that offers outstanding customer service

Statistic 43

84% of customers say their experience with a company is just as important as its products

Statistic 44

81% of consumers are more likely to make additional purchases from companies that offer a personalized experience

Statistic 45

65% of customers state that their positive experience with a company influences their likelihood to recommend it to others

Statistic 46

74% of consumers consider customer experience as a key factor in their purchasing decisions

Statistic 47

70% of customers are willing to switch brands after a bad customer service experience

Statistic 48

65% of customers say a negative customer experience damages their trust in a brand or company

Statistic 49

85% of customers trust online reviews as much as personal recommendations

Statistic 50

91% of customers say they’re more likely to shop with brands that provide relevant offers and recommendations

Statistic 51

60% of customers say personalized communication influences their purchasing decisions

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Sources

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Key Highlights

78% of customers say that their experience with a company influences their future purchasing decisions
89% of consumers are more likely to buy from a company that offers excellent customer service
60% of customers consider a company's customer service experience as an important factor in their purchasing decisions
Businesses that prioritize customer experience see a 10-15% increase in revenue
72% of customers will share a positive customer service experience with 6 or more people
86% of buyers are willing to pay more for better customer service
70% of buying experiences are based on how customers feel they are treated
55% of customers have higher expectations for customer service than they did a year ago
65% of customers say a negative customer experience damages their trust in a brand or company
74% of consumers identify their customer experience expectations as higher than they were a year ago
80% of customers expect companies to understand their needs and expectations
73% of consumers say a good experience is key in influencing their brand loyalty
82% of customers have stopped doing business with a company due to poor customer service

In today’s lumber industry, where 78% of customers say their experience shapes their purchasing choices, delivering exceptional and personalized customer service is more crucial than ever for building loyalty, boosting revenue, and staying ahead of competitors.

Business Performance and Impact

80% of company profits are generated by 20% of customers, emphasizing the need for focused customer experience strategies

Business Performance and Impact Interpretation

With 80% of profits driven by just 20% of customers, lumber companies must sharpen their focus on key clients or risk sawing through their bottom line.

Customer Expectations and Loyalty

89% of consumers are more likely to buy from a company that offers excellent customer service
86% of buyers are willing to pay more for better customer service
55% of customers have higher expectations for customer service than they did a year ago
74% of consumers identify their customer experience expectations as higher than they were a year ago
80% of customers expect companies to understand their needs and expectations
78% of consumers agree that valuing their time is the most important thing a company can do to provide good customer service
63% of consumers prefer self-service over speaking to a company representative
65% of consumers have higher expectations for customer service than they did a year ago
75% of customers expect companies to understand their needs and expectations
66% of customers say they have higher expectations for customer service now than they did a year ago
76% of consumers expect companies to understand their needs and expectations
77% of consumers have a more positive view of brands that offer personalized experiences
50% of customers expect a response within 24 hours of contacting customer service
69% of consumers expect companies to proactively address their needs
59% of consumers have higher expectations for customer service now compared to last year
78% of consumers expect customer service to be available 24/7
66% of consumers say they prefer to interact with a company via chat or messaging
53% of consumers expect companies to resolve issues on the first contact
88% of customers want brands to understand their needs before making a sale

Customer Expectations and Loyalty Interpretation

In an industry where 89% of consumers prioritize excellent service and 88% want brands to understand their needs before selling, lumber companies must saw through the noise and nail personalized, proactive, and swift customer experiences—because in today's evolving marketplace, a well-placed reply or a tailored chat can be the timber to building lasting trust.

Customer Experience and Satisfaction

78% of customers say that their experience with a company influences their future purchasing decisions
60% of customers consider a company's customer service experience as an important factor in their purchasing decisions
Businesses that prioritize customer experience see a 10-15% increase in revenue
72% of customers will share a positive customer service experience with 6 or more people
70% of buying experiences are based on how customers feel they are treated
73% of consumers say a good experience is key in influencing their brand loyalty
82% of customers have stopped doing business with a company due to poor customer service
55% of customers would pay more for a better customer experience
84% of companies working to improve customer experience report an increase in revenue
Personalization increases customer satisfaction by up to 20%
70% of buying experiences are based on how customers feel they are being treated
59% of consumers say they’ve stopped buying from a company due to poor customer service
55% of consumers are willing to pay more for a better customer experience
34% of customers say they’d switch to a competitor after just one bad experience
80% of customers say that their experience with an organization is as important as its products or services
79% of consumers are more loyal to brands that offer consistently good customer service
61% of consumers say tailored experiences increase their likelihood to buy
54% of customers will abandon a purchase if they have a poor customer service experience
67% of consumers visit a competitor after a negative customer experience
89% of consumers are likely to recommend a brand after a positive customer service experience
52% of customers say that they have abandoned a planned purchase because of a poor customer experience
94% of consumers say they are more likely to be loyal to a brand that offers outstanding customer service
84% of customers say their experience with a company is just as important as its products
81% of consumers are more likely to make additional purchases from companies that offer a personalized experience
65% of customers state that their positive experience with a company influences their likelihood to recommend it to others
74% of consumers consider customer experience as a key factor in their purchasing decisions
70% of customers are willing to switch brands after a bad customer service experience

Customer Experience and Satisfaction Interpretation

In an industry where 78% of customers admit their experience guides future purchases and 94% favor brands with outstanding service, it's clear that in the lumber yard of consumer loyalty, personalized, respectful service is the only timber that truly withstands the storm of competition.

Customer Trust and Advocacy

65% of customers say a negative customer experience damages their trust in a brand or company
85% of customers trust online reviews as much as personal recommendations

Customer Trust and Advocacy Interpretation

With 65% of customers losing faith after a poor experience and 85% placing their trust in online reviews as much as personal recommendations, lumber companies ignoring customer satisfaction risk nailing themselves to the proverbial cross of lost trust.

Personalization and Communication

91% of customers say they’re more likely to shop with brands that provide relevant offers and recommendations
60% of customers say personalized communication influences their purchasing decisions

Personalization and Communication Interpretation

With over 90% of customers favoring relevant offers and 60% swayed by personalized communication, the lumber industry’s future hinges on transforming bland transactions into tailored experiences—or risk getting sawed out of the competition.