GITNUXREPORT 2025

Customer Experience In The Media Industry Statistics

Media companies focus on personalization, AI, and seamless experiences for loyalty.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

58% of media organizations plan to invest more in customer journey analytics in 2024

Statistic 2

68% of media brands have increased spending on customer experience technologies in 2023

Statistic 3

69% of media brands are investing in AI-driven personalization tools

Statistic 4

86% of consumers are willing to pay more for a better customer experience in the media industry

Statistic 5

70% of media consumers say they have higher expectations for customer service than they did a year ago

Statistic 6

78% of media companies report that customer experience impacts their brand loyalty

Statistic 7

80% of media consumers expect seamless multi-platform experiences

Statistic 8

65% of viewers prefer platforms that allow easy content discovery

Statistic 9

55% of respondents say their media consumption increases if customer service is responsive

Statistic 10

45% of media consumers abandon a streaming service after poor customer support

Statistic 11

73% of media companies say customer feedback influences their content strategy

Statistic 12

68% of users are more likely to recommend a media service that provides excellent customer service

Statistic 13

77% of viewers expect personalized ads based on their viewing habits

Statistic 14

84% of consumers say they are likely to switch brands after a single poor customer experience

Statistic 15

33% of media companies feel their current customer experience strategies are highly effective

Statistic 16

79% of media companies prioritize customer experience improvements in their strategic planning

Statistic 17

64% of media viewers say they are more loyal to brands that listen and respond to their feedback

Statistic 18

67% of streaming service users report that a seamless account management experience increases their satisfaction

Statistic 19

49% of media organizations believe their customer journey maps are incomplete or inaccurate

Statistic 20

76% of media companies find that social media feedback positively impacts their customer experience

Statistic 21

58% of media consumers expect 24/7 customer support across all platforms

Statistic 22

66% of users say they are more likely to engage with content if supported by good customer service

Statistic 23

71% of digital media consumers value quick resolution times over other support features

Statistic 24

84% of media teams measure customer experience success through NPS scores

Statistic 25

69% of media companies agree that integrating customer feedback into product development enhances satisfaction

Statistic 26

55% of viewers prefer platforms with easy-to-navigate interfaces

Statistic 27

65% of media organizations say customer experience is their top priority for digital transformation

Statistic 28

73% of consumers would switch to a competitor after a negative experience with media content or service

Statistic 29

58% of organizations track customer satisfaction metrics for their media platforms regularly

Statistic 30

67% of media viewers have used chat support in the last year

Statistic 31

74% of media companies report increased engagement after optimizing customer onboarding processes

Statistic 32

65% of viewers prefer live content that responds to their feedback in real-time

Statistic 33

74% of media consumers prefer to engage with content that offers interactive elements

Statistic 34

54% of media consumers say personalized content improves their viewing experience

Statistic 35

60% of media companies report an increase in customer satisfaction after implementing chatbots

Statistic 36

69% of media companies believe customer experience differentiation is critical for competitive advantage

Statistic 37

51% of media subscriptions are purchased due to positive customer experience

Statistic 38

62% of users say their expectations for personalized content have increased over the past year

Statistic 39

85% of media brands use some form of customer data analytics to enhance engagement

Statistic 40

90% of media consumers find value in personalized communication from brands

Statistic 41

57% of media viewers are more likely to pay for content if they receive tailored offers

Statistic 42

82% of consumers say they prefer platforms that remember their viewing preferences

Statistic 43

52% of media viewers say their experience would improve if they could customize content delivery timing

Statistic 44

75% of media consumers feel more engaged when their feedback influences content creation

Statistic 45

81% of media companies see customer experience as a key differentiator

Statistic 46

54% of media users are open to receiving personalized notifications if relevant

Statistic 47

80% of consumers expect brands to understand their preferences within the first interaction

Statistic 48

72% of media companies use AI to improve customer experience

Statistic 49

47% of media firms use AR/VR to improve customer experience

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Key Highlights

86% of consumers are willing to pay more for a better customer experience in the media industry
70% of media consumers say they have higher expectations for customer service than they did a year ago
78% of media companies report that customer experience impacts their brand loyalty
65% of viewers prefer live content that responds to their feedback in real-time
54% of media consumers say personalized content improves their viewing experience
72% of media companies use AI to improve customer experience
80% of media consumers expect seamless multi-platform experiences
65% of viewers prefer platforms that allow easy content discovery
55% of respondents say their media consumption increases if customer service is responsive
60% of media companies report an increase in customer satisfaction after implementing chatbots
45% of media consumers abandon a streaming service after poor customer support
73% of media companies say customer feedback influences their content strategy
68% of users are more likely to recommend a media service that provides excellent customer service

In an industry where 86% of consumers are willing to pay more for a superior experience and 78% say it influences their loyalty, media organizations are racing to redefine customer experience as the crucial differentiator for winning engaged viewers and staying ahead.

Business Strategies and Investment

58% of media organizations plan to invest more in customer journey analytics in 2024
68% of media brands have increased spending on customer experience technologies in 2023
69% of media brands are investing in AI-driven personalization tools

Business Strategies and Investment Interpretation

With over two-thirds of media brands ramping up investments in AI-driven personalization and customer experience technologies, it's clear that in 2024, capturing and captivating audiences will hinge on smarter, data-driven storytelling rather than just better content.

Customer Expectations and Behavior

86% of consumers are willing to pay more for a better customer experience in the media industry
70% of media consumers say they have higher expectations for customer service than they did a year ago
78% of media companies report that customer experience impacts their brand loyalty
80% of media consumers expect seamless multi-platform experiences
65% of viewers prefer platforms that allow easy content discovery
55% of respondents say their media consumption increases if customer service is responsive
45% of media consumers abandon a streaming service after poor customer support
73% of media companies say customer feedback influences their content strategy
68% of users are more likely to recommend a media service that provides excellent customer service
77% of viewers expect personalized ads based on their viewing habits
84% of consumers say they are likely to switch brands after a single poor customer experience
33% of media companies feel their current customer experience strategies are highly effective
79% of media companies prioritize customer experience improvements in their strategic planning
64% of media viewers say they are more loyal to brands that listen and respond to their feedback
67% of streaming service users report that a seamless account management experience increases their satisfaction
49% of media organizations believe their customer journey maps are incomplete or inaccurate
76% of media companies find that social media feedback positively impacts their customer experience
58% of media consumers expect 24/7 customer support across all platforms
66% of users say they are more likely to engage with content if supported by good customer service
71% of digital media consumers value quick resolution times over other support features
84% of media teams measure customer experience success through NPS scores
69% of media companies agree that integrating customer feedback into product development enhances satisfaction
55% of viewers prefer platforms with easy-to-navigate interfaces
65% of media organizations say customer experience is their top priority for digital transformation
73% of consumers would switch to a competitor after a negative experience with media content or service
58% of organizations track customer satisfaction metrics for their media platforms regularly
67% of media viewers have used chat support in the last year
74% of media companies report increased engagement after optimizing customer onboarding processes

Customer Expectations and Behavior Interpretation

With 86% of consumers willing to pay more for better customer experience and nearly three-quarters ready to switch after a single poor interaction, the media industry’s bottom line now hinges not just on content but on seamlessly listening, responding, and personalizing—proving that in media, good customer experience isn’t just a bonus, it’s the new currency of loyalty.

Media Consumption Preferences

65% of viewers prefer live content that responds to their feedback in real-time
74% of media consumers prefer to engage with content that offers interactive elements

Media Consumption Preferences Interpretation

With 65% of viewers craving real-time, feedback-responsive content and 74% favoring interactivity, the media industry must embrace instant engagement or risk becoming obsolete in a world that values participation as much as consumption.

Personalization and Customer Experience

54% of media consumers say personalized content improves their viewing experience
60% of media companies report an increase in customer satisfaction after implementing chatbots
69% of media companies believe customer experience differentiation is critical for competitive advantage
51% of media subscriptions are purchased due to positive customer experience
62% of users say their expectations for personalized content have increased over the past year
85% of media brands use some form of customer data analytics to enhance engagement
90% of media consumers find value in personalized communication from brands
57% of media viewers are more likely to pay for content if they receive tailored offers
82% of consumers say they prefer platforms that remember their viewing preferences
52% of media viewers say their experience would improve if they could customize content delivery timing
75% of media consumers feel more engaged when their feedback influences content creation
81% of media companies see customer experience as a key differentiator
54% of media users are open to receiving personalized notifications if relevant
80% of consumers expect brands to understand their preferences within the first interaction

Personalization and Customer Experience Interpretation

In an industry where 85% of brands leverage data to personalize engagement and over half of viewers are willing to pay or tune in based on tailored content, it's clear that in media, knowing your audience is no longer a perk—it's the passport to staying relevant and competitive in an era when 90% of consumers expect brands to get them from their very first interaction.

Technological Adoption and Integration

72% of media companies use AI to improve customer experience
47% of media firms use AR/VR to improve customer experience

Technological Adoption and Integration Interpretation

With 72% of media companies leveraging AI and 47% turning to AR/VR, it’s clear that the industry is betting big on tech to turn passive viewers into engaged explorers—proving that in the media world, the future is virtually and artificially smarter.