GITNUXREPORT 2025

Customer Experience In The Material Handling Industry Statistics

Customer experience drives loyalty, satisfaction, and competitive advantage in material handling.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

42% of customers prefer real-time updates from material handling providers

Statistic 2

48% of supply chain companies fail to meet customer expectations due to poor communication gaps

Statistic 3

80% of customers state that real-time communication impacts their overall satisfaction with material handling services

Statistic 4

38% of customers use multiple channels to communicate with providers, emphasizing the importance of omnichannel strategies

Statistic 5

42% of supply chain firms cite inadequate customer feedback collection as a barrier to CX improvement

Statistic 6

62% of supply chain companies believe that digital customer engagement will be a key competitive factor in the future

Statistic 7

66% of supply chain companies report increased efficiency due to integrated customer feedback systems

Statistic 8

52% of customers want the option for instant support through messaging apps in material handling

Statistic 9

63% of consumers follow companies online to stay updated about their delivery status

Statistic 10

86% of buyers are willing to pay more for a better customer experience in the material handling industry

Statistic 11

73% of customers expect consistent interactions across all channels in material handling services

Statistic 12

65% of supply chain companies have implemented customer experience initiatives in the last two years

Statistic 13

62% of customers will stop doing business with a company after a poor customer experience related to delivery or handling issues

Statistic 14

54% of companies in material handling report increased customer satisfaction due to better tracking and communication tools

Statistic 15

83% of consumers say that their experience with a brand during delivery influences their likelihood to recommend

Statistic 16

69% of supply chain managers believe that improving customer experience can lead to increased revenue

Statistic 17

58% of customers say that prompt issue resolution leads to higher loyalty in material handling services

Statistic 18

78% of companies see a direct link between good customer experience and competitive advantage

Statistic 19

60% of customers believe that digital interaction with suppliers improves their overall experience

Statistic 20

75% of buyers say they are more likely to buy again from companies that provide seamless services in material handling

Statistic 21

51% of customers expect companies to understand their needs without explicitly stating them in material handling

Statistic 22

67% of customers say they are willing to pay more for faster delivery and efficient handling

Statistic 23

43% of customers express frustration when tracking information is inaccurate or delayed

Statistic 24

82% of supply chain organizations measure customer satisfaction as a key performance indicator

Statistic 25

76% of businesses in the material handling industry plan to invest in AI to improve customer experience

Statistic 26

69% of consumers would switch brands after a poor delivery experience

Statistic 27

61% of customers prefer to troubleshoot delivery issues via online portals

Statistic 28

74% of supply chain organizations believe customer experience is a differentiator in competitive markets

Statistic 29

58% of customers say that empathy from customer service reps enhances their experience in material handling cases

Statistic 30

65% of organizations say that integrating CRM systems improved their customer experience metrics

Statistic 31

70% of customers have higher expectations for personalized service in material handling

Statistic 32

66% of supply chain leaders believe that data-driven decisions enhance customer satisfaction

Statistic 33

44% of customers consider transparency around pricing and handling costs critically important

Statistic 34

52% of companies report that automation and robotics improve the speed and quality of customer service delivery

Statistic 35

76% of consumers believe that a company's proactive communication about delays positively influences their perception of the brand

Statistic 36

59% of clients are willing to share more data if it leads to more personalized service in material handling logistics

Statistic 37

74% of organizations report that integrating IoT devices has improved their ability to deliver better customer experiences

Statistic 38

58% of supply chain businesses have seen an increase in customer satisfaction after implementing new digital tools

Statistic 39

81% of customers expect proactive updates regarding their shipments

Statistic 40

54% of companies in material handling are investing in training staff to improve customer interaction quality

Statistic 41

70% of consumers feel that streamlined return and exchange processes significantly improve their experience

Statistic 42

67% of customers say that fast and accurate delivery influences their overall satisfaction

Statistic 43

59% of businesses plan to adopt more AI-driven solutions to enhance customer experience in the next 3 years

Statistic 44

73% of logistics providers report satisfaction increases among customers who utilize self-service portals

Statistic 45

80% of customers say that personalized communication makes their experience more satisfying

Statistic 46

47% of customers find the availability of automated chat support as a crucial factor in their satisfaction

Statistic 47

70% of consumers prefer companies that clearly communicate the handling process of their goods

Statistic 48

74% of customers will share positive experiences online if their customer service expectations are exceeded

Statistic 49

65% of supply chain professionals consider customer experience efforts as a top strategic goal

Statistic 50

45% of companies report that digital dashboards showing real-time order status boost customer trust

Statistic 51

48% of organizations have seen measurable improvements in NPS scores after investing in customer experience tech

Statistic 52

57% of supply chain companies prioritize omnichannel strategies to meet customer expectations

Statistic 53

78% of customers in the material handling industry say personalized service influences their loyalty

Statistic 54

55% of customers report they are more loyal to companies that proactively resolve issues in material handling operations

Statistic 55

76% of supply chain managers say that a customer-centric approach leads to better retention rates

Statistic 56

43% of customers expect their material handling provider to offer eco-friendly and sustainable options

Statistic 57

71% of supply chain executives consider digital transformation critical to improving customer experience

Statistic 58

49% of supply chain companies have increased investments in customer-centric technology in the past year

Statistic 59

63% of supply chain companies plan to expand use of chatbots and virtual assistants within the next 2 years to improve CX

Statistic 60

55% of supply chain leaders think that improved data analytics can significantly enhance customer experience

Statistic 61

59% of supply chain companies are exploring virtual reality for training staff to improve customer service skills

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Sources

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Key Highlights

86% of buyers are willing to pay more for a better customer experience in the material handling industry
73% of customers expect consistent interactions across all channels in material handling services
65% of supply chain companies have implemented customer experience initiatives in the last two years
78% of customers in the material handling industry say personalized service influences their loyalty
62% of customers will stop doing business with a company after a poor customer experience related to delivery or handling issues
54% of companies in material handling report increased customer satisfaction due to better tracking and communication tools
83% of consumers say that their experience with a brand during delivery influences their likelihood to recommend
42% of customers prefer real-time updates from material handling providers
69% of supply chain managers believe that improving customer experience can lead to increased revenue
58% of customers say that prompt issue resolution leads to higher loyalty in material handling services
78% of companies see a direct link between good customer experience and competitive advantage
60% of customers believe that digital interaction with suppliers improves their overall experience
75% of buyers say they are more likely to buy again from companies that provide seamless services in material handling

In an industry where 86% of buyers are willing to pay more for superior service, understanding and enhancing customer experience has become the key differentiator shaping the future of the material handling sector.

Communication and Engagement with Customers and Stakeholders

42% of customers prefer real-time updates from material handling providers
48% of supply chain companies fail to meet customer expectations due to poor communication gaps
80% of customers state that real-time communication impacts their overall satisfaction with material handling services
38% of customers use multiple channels to communicate with providers, emphasizing the importance of omnichannel strategies
42% of supply chain firms cite inadequate customer feedback collection as a barrier to CX improvement
62% of supply chain companies believe that digital customer engagement will be a key competitive factor in the future
66% of supply chain companies report increased efficiency due to integrated customer feedback systems
52% of customers want the option for instant support through messaging apps in material handling
63% of consumers follow companies online to stay updated about their delivery status

Communication and Engagement with Customers and Stakeholders Interpretation

In an era where 80% of customers say real-time updates influence their satisfaction, supply chain firms ignoring omnichannel communication and feedback integration are risking more than just delays—they're risking their competitive edge.

Customer Expectations and Satisfaction

86% of buyers are willing to pay more for a better customer experience in the material handling industry
73% of customers expect consistent interactions across all channels in material handling services
65% of supply chain companies have implemented customer experience initiatives in the last two years
62% of customers will stop doing business with a company after a poor customer experience related to delivery or handling issues
54% of companies in material handling report increased customer satisfaction due to better tracking and communication tools
83% of consumers say that their experience with a brand during delivery influences their likelihood to recommend
69% of supply chain managers believe that improving customer experience can lead to increased revenue
58% of customers say that prompt issue resolution leads to higher loyalty in material handling services
78% of companies see a direct link between good customer experience and competitive advantage
60% of customers believe that digital interaction with suppliers improves their overall experience
75% of buyers say they are more likely to buy again from companies that provide seamless services in material handling
51% of customers expect companies to understand their needs without explicitly stating them in material handling
67% of customers say they are willing to pay more for faster delivery and efficient handling
43% of customers express frustration when tracking information is inaccurate or delayed
82% of supply chain organizations measure customer satisfaction as a key performance indicator
76% of businesses in the material handling industry plan to invest in AI to improve customer experience
69% of consumers would switch brands after a poor delivery experience
61% of customers prefer to troubleshoot delivery issues via online portals
74% of supply chain organizations believe customer experience is a differentiator in competitive markets
58% of customers say that empathy from customer service reps enhances their experience in material handling cases
65% of organizations say that integrating CRM systems improved their customer experience metrics
70% of customers have higher expectations for personalized service in material handling
66% of supply chain leaders believe that data-driven decisions enhance customer satisfaction
44% of customers consider transparency around pricing and handling costs critically important
52% of companies report that automation and robotics improve the speed and quality of customer service delivery
76% of consumers believe that a company's proactive communication about delays positively influences their perception of the brand
59% of clients are willing to share more data if it leads to more personalized service in material handling logistics
74% of organizations report that integrating IoT devices has improved their ability to deliver better customer experiences
58% of supply chain businesses have seen an increase in customer satisfaction after implementing new digital tools
81% of customers expect proactive updates regarding their shipments
54% of companies in material handling are investing in training staff to improve customer interaction quality
70% of consumers feel that streamlined return and exchange processes significantly improve their experience
67% of customers say that fast and accurate delivery influences their overall satisfaction
59% of businesses plan to adopt more AI-driven solutions to enhance customer experience in the next 3 years
73% of logistics providers report satisfaction increases among customers who utilize self-service portals
80% of customers say that personalized communication makes their experience more satisfying
47% of customers find the availability of automated chat support as a crucial factor in their satisfaction
70% of consumers prefer companies that clearly communicate the handling process of their goods
74% of customers will share positive experiences online if their customer service expectations are exceeded
65% of supply chain professionals consider customer experience efforts as a top strategic goal
45% of companies report that digital dashboards showing real-time order status boost customer trust
48% of organizations have seen measurable improvements in NPS scores after investing in customer experience tech
57% of supply chain companies prioritize omnichannel strategies to meet customer expectations

Customer Expectations and Satisfaction Interpretation

In the rapidly evolving material handling industry, where 86% of buyers are willing to pay more for better service and 78% see customer experience as a competitive edge, the message is clear: delivering consistent, transparent, and personalized interactions—or risking customers’ departure—has become the new benchmark for success.

Customer Loyalty and Retention Strategies

78% of customers in the material handling industry say personalized service influences their loyalty
55% of customers report they are more loyal to companies that proactively resolve issues in material handling operations
76% of supply chain managers say that a customer-centric approach leads to better retention rates

Customer Loyalty and Retention Strategies Interpretation

These statistics clearly underscore that in the material handling industry, personalized and proactive service isn't just good practice—it's the golden ticket to customer loyalty and supply chain success.

Environmental and Sustainability Practices

43% of customers expect their material handling provider to offer eco-friendly and sustainable options

Environmental and Sustainability Practices Interpretation

With nearly half of customers demanding eco-friendly and sustainable options, material handling providers ignoring environmental considerations risk falling behind in a market increasingly driven by green innovation and consumer conscience.

Supply Chain Digital Transformation and Technology Adoption

71% of supply chain executives consider digital transformation critical to improving customer experience
49% of supply chain companies have increased investments in customer-centric technology in the past year
63% of supply chain companies plan to expand use of chatbots and virtual assistants within the next 2 years to improve CX
55% of supply chain leaders think that improved data analytics can significantly enhance customer experience
59% of supply chain companies are exploring virtual reality for training staff to improve customer service skills

Supply Chain Digital Transformation and Technology Adoption Interpretation

As the material handling industry races to modernize, over half of supply chain executives are betting on digital innovations—from chatbots to virtual reality—to turn customer experience from a logistical afterthought into a competitive advantage.