GITNUXREPORT 2025

Customer Experience In The Merchant Industry Statistics

Excellent customer experience drives loyalty, satisfaction, and brand switching behavior.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

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

Statistic 2

73% of consumers point to customer experience as an important factor in their purchasing decisions

Statistic 3

78% of customers have bailed on a transaction or not made an intended purchase because of poor service

Statistic 4

54% of consumers say companies need to do a better job of exceeding their expectations

Statistic 5

48% of consumers say that a positive customer service experience increases their brand loyalty

Statistic 6

80% of companies believe they provide a superior customer experience, but only 8% of customers agree

Statistic 7

70% of buying experiences are based on how the customer feels they are being treated

Statistic 8

40% of customers abandon online shopping carts due to poor service

Statistic 9

42% of customers expect faster resolution times from customer service teams

Statistic 10

65% of consumers have a more positive view of companies that offer quick responses to inquiries

Statistic 11

82% of consumers are willing to share a positive customer experience online

Statistic 12

51% of consumers say they have higher expectations for customer service now than they did a year ago

Statistic 13

38% of customers say that a quick response from customer service influences their loyalty

Statistic 14

75% of consumers believe that companies should phone their customers proactively

Statistic 15

70% of customers are more likely to recommend brands that provide excellent service

Statistic 16

45% of consumers consider customer service a key differentiator among brands

Statistic 17

70% of consumers say that seamless online and offline experiences enhance their satisfaction

Statistic 18

80% of consumers expect companies to resolve issues with minimal effort on their part

Statistic 19

65% of consumers want to be able to contact customer support through multiple channels

Statistic 20

45% of consumers will recommend brands that provide exceptional customer service online

Statistic 21

55% of consumers expect companies to proactively identify and resolve issues before they contact support

Statistic 22

50% of customers report that agent knowledge significantly impacts their satisfaction with service

Statistic 23

59% of consumers will stop doing business with a company after a poor customer service experience

Statistic 24

60% of consumers say they have stopped doing business with a company due to poor communication

Statistic 25

74% of consumers are likely to switch brands if they are unsatisfied with the customer experience

Statistic 26

58% of consumers have higher brand loyalty when companies offer proactive customer service

Statistic 27

57% of consumers say they have switched to a competitor due to poor customer service

Statistic 28

81% of consumers will stop doing business with a brand they love after one bad experience

Statistic 29

88% of customers say that personalized interactions influence their loyalty

Statistic 30

69% of consumers say that they are more likely to buy again from a brand that provides excellent customer service

Statistic 31

52% of customers would stop using a brand after just one bad customer experience

Statistic 32

45% of consumers say they will switch brands after a poor customer service experience

Statistic 33

72% of customers say they share negative experiences with others online, impacting brand reputation

Statistic 34

66% of consumers say that the quality of customer experience affects their perception of a brand

Statistic 35

67% of consumers expect companies to offer self-service options

Statistic 36

42% of consumers expect online support to be available 24/7

Statistic 37

39% of consumers say they want real-time customer service support

Statistic 38

60% of customer service interactions are now digital

Statistic 39

85% of customer interactions will be managed without a human by 2025

Statistic 40

49% of young consumers prefer chatbot interactions for quick support

Statistic 41

46% of consumers prefer to get support via live chat when experiencing issues with online shopping

Statistic 42

59% of customers have higher expectations for brands that respond to their inquiries within an hour

Statistic 43

30% of consumers say they prefer to contact customer service via social media over traditional methods

Statistic 44

63% of consumers prefer live chat support over phone support

Statistic 45

63% of consumers expect personalized experiences from brands

Statistic 46

55% of consumers prefer to shop from brands that personalize their experience

Statistic 47

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

Statistic 48

44% of consumers prefer to communicate with brands via messaging apps rather than email or phone

Statistic 49

68% of consumers expect brands to demonstrate they understand their unique needs

Statistic 50

48% of consumers expect personalized offers based on previous interactions

Statistic 51

54% of consumers want to communicate with brands via social media channels

Statistic 52

78% of consumers say that personalized emails improve their overall customer experience

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Key Highlights

86% of customers are willing to pay more for a better customer experience
73% of consumers point to customer experience as an important factor in their purchasing decisions
59% of consumers will stop doing business with a company after a poor customer service experience
78% of customers have bailed on a transaction or not made an intended purchase because of poor service
54% of consumers say companies need to do a better job of exceeding their expectations
67% of consumers expect companies to offer self-service options
48% of consumers say that a positive customer service experience increases their brand loyalty
80% of companies believe they provide a superior customer experience, but only 8% of customers agree
63% of consumers expect personalized experiences from brands
70% of buying experiences are based on how the customer feels they are being treated
60% of consumers say they have stopped doing business with a company due to poor communication
42% of consumers expect online support to be available 24/7
74% of consumers are likely to switch brands if they are unsatisfied with the customer experience

In a world where 86% of customers are willing to pay more for a superior experience, mastering customer service in the merchant industry isn’t just an advantage—it’s essential for survival.

Customer Experience and Satisfaction

86% of customers are willing to pay more for a better customer experience
73% of consumers point to customer experience as an important factor in their purchasing decisions
78% of customers have bailed on a transaction or not made an intended purchase because of poor service
54% of consumers say companies need to do a better job of exceeding their expectations
48% of consumers say that a positive customer service experience increases their brand loyalty
80% of companies believe they provide a superior customer experience, but only 8% of customers agree
70% of buying experiences are based on how the customer feels they are being treated
40% of customers abandon online shopping carts due to poor service
42% of customers expect faster resolution times from customer service teams
65% of consumers have a more positive view of companies that offer quick responses to inquiries
82% of consumers are willing to share a positive customer experience online
51% of consumers say they have higher expectations for customer service now than they did a year ago
38% of customers say that a quick response from customer service influences their loyalty
75% of consumers believe that companies should phone their customers proactively
70% of customers are more likely to recommend brands that provide excellent service
45% of consumers consider customer service a key differentiator among brands
70% of consumers say that seamless online and offline experiences enhance their satisfaction
80% of consumers expect companies to resolve issues with minimal effort on their part
65% of consumers want to be able to contact customer support through multiple channels
45% of consumers will recommend brands that provide exceptional customer service online
55% of consumers expect companies to proactively identify and resolve issues before they contact support
50% of customers report that agent knowledge significantly impacts their satisfaction with service

Customer Experience and Satisfaction Interpretation

Despite 80% of companies claiming to deliver exceptional experiences, a mere 8% of customers concur, highlighting that in the customer experience race, many are still running in circles—proving that exceeding expectations and quick resolutions aren't just perks but the price of loyalty in today's competitive merchant industry.

Customer Loyalty and Switching Behavior

59% of consumers will stop doing business with a company after a poor customer service experience
60% of consumers say they have stopped doing business with a company due to poor communication
74% of consumers are likely to switch brands if they are unsatisfied with the customer experience
58% of consumers have higher brand loyalty when companies offer proactive customer service
57% of consumers say they have switched to a competitor due to poor customer service
81% of consumers will stop doing business with a brand they love after one bad experience
88% of customers say that personalized interactions influence their loyalty
69% of consumers say that they are more likely to buy again from a brand that provides excellent customer service
52% of customers would stop using a brand after just one bad customer experience
45% of consumers say they will switch brands after a poor customer service experience

Customer Loyalty and Switching Behavior Interpretation

In the high-stakes world of commerce, bad customer service isn't just a bump in the road—it's the express lane to losing over half of your clientele, proving that personalization and proactive care are the new currency of brand loyalty.

Impact of Customer Interactions on Brand Perception

72% of customers say they share negative experiences with others online, impacting brand reputation
66% of consumers say that the quality of customer experience affects their perception of a brand

Impact of Customer Interactions on Brand Perception Interpretation

With 72% of customers sharing bad experiences online and 66% tying their perception of a brand to the quality of service, the merchant industry must recognize that in today's digital age, reputation is minted—or lost—one unhappy review at a time.

Online and Digital Support Expectations

67% of consumers expect companies to offer self-service options
42% of consumers expect online support to be available 24/7
39% of consumers say they want real-time customer service support
60% of customer service interactions are now digital
85% of customer interactions will be managed without a human by 2025
49% of young consumers prefer chatbot interactions for quick support
46% of consumers prefer to get support via live chat when experiencing issues with online shopping
59% of customers have higher expectations for brands that respond to their inquiries within an hour
30% of consumers say they prefer to contact customer service via social media over traditional methods
63% of consumers prefer live chat support over phone support

Online and Digital Support Expectations Interpretation

As the digital age accelerates in the merchant industry, consumers' mounting expectations—from instant, 24/7 support to chatbot interactions—are compelling brands to prioritize seamless, real-time, and self-service experiences or risk falling irreparably behind in the race for customer loyalty.

Personalization and Communication Preferences

63% of consumers expect personalized experiences from brands
55% of consumers prefer to shop from brands that personalize their experience
91% of customers say they are more likely to shop with brands that provide relevant offers and recommendations
44% of consumers prefer to communicate with brands via messaging apps rather than email or phone
68% of consumers expect brands to demonstrate they understand their unique needs
48% of consumers expect personalized offers based on previous interactions
54% of consumers want to communicate with brands via social media channels
78% of consumers say that personalized emails improve their overall customer experience

Personalization and Communication Preferences Interpretation

In an era where nearly three-quarters of consumers favor personalized communications, brands that master the art of relevance and convenience—be it through messaging, social media, or tailored offers—are not just winning customer hearts but also setting the standard for modern merchant excellence.