GITNUXREPORT 2025

Customer Experience In The Mining Industry Statistics

Mining industry prioritizes safety, digital platforms, and proactive communication improves customer experience.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

65% of mining clients prefer digital platforms for equipment service requests

Statistic 2

49% of clients prefer personalized communication from mining service providers

Statistic 3

80% of mining companies monitor social media feedback to gauge customer sentiment

Statistic 4

58% of mining customers prefer to access support via mobile apps

Statistic 5

74% of mining companies report increased customer retention after implementing loyalty programs

Statistic 6

59% of mining clients prefer virtual tours and remote demonstrations for equipment

Statistic 7

81% of mining companies focus on customer education through online portals

Statistic 8

63% of clients prefer companies that offer proactive communication about project delays

Statistic 9

48% of mining customers prefer automated chatbots for quick support

Statistic 10

54% of customers want proactive updates about equipment status during operation

Statistic 11

43% of clients prefer face-to-face engagement for major purchases

Statistic 12

77% of customers expect consistent updates during project execution

Statistic 13

61% of mining companies offer virtual reality (VR) experiences to educate customers about complex processes

Statistic 14

75% of mining clients value transparent communication about project risks

Statistic 15

83% of mining companies believe digital transformation enhances customer interactions

Statistic 16

62% of customers prefer digital interaction channels over traditional methods

Statistic 17

69% of clients appreciate proactive updates during remote operations

Statistic 18

65% of mining companies link customer feedback directly to product development

Statistic 19

85% of mining customers prioritize safety and reliability over cost

Statistic 20

53% of customers in mining value safety record updates during maintenance processes

Statistic 21

41% of clients are more likely to choose suppliers who provide comprehensive data reporting

Statistic 22

82% of mining customers value environmentally responsible practices in their suppliers

Statistic 23

69% of customers are more loyal to companies that proactively address safety concerns

Statistic 24

46% of customers prefer digital receipts and documentation for transactions

Statistic 25

49% of customers check environmental credentials before purchasing equipment

Statistic 26

55% of clients emphasize safety and environmental sustainability in supplier evaluation

Statistic 27

78% of mining companies report that improving customer experience has increased operational efficiency

Statistic 28

70% of mining companies measure customer satisfaction through Net Promoter Score (NPS)

Statistic 29

60% of miners believe that real-time data access improves customer trust

Statistic 30

68% of mining organizations use customer feedback to improve service delivery

Statistic 31

45% of clients report faster issue resolution when mining companies utilize AI-powered support systems

Statistic 32

69% of mining companies believe that strong customer relationships support long-term profitability

Statistic 33

52% of mining customers rate after-sales support as a critical factor in vendor selection

Statistic 34

72% of mining organizations include customer satisfaction as a key performance indicator (KPI)

Statistic 35

65% of mining companies track customer feedback to refine product offerings

Statistic 36

71% of mining companies report improved project outcomes after implementing customer-centric approaches

Statistic 37

50% of surveyed mining clients say personalized service increases their satisfaction

Statistic 38

83% of mining firms have integrated customer feedback into their innovation process

Statistic 39

64% of mining companies believe that improved customer experience can reduce operational costs

Statistic 40

58% of clients consider after-sales support as a differentiator

Statistic 41

71% of miners use data analytics to predict and improve customer satisfaction

Statistic 42

67% of mining companies incorporate customer experience metrics into annual reports

Statistic 43

80% of mining companies have seen improved customer satisfaction after implementing digital feedback tools

Statistic 44

57% of customers rate project delivery timelines as crucial in their satisfaction

Statistic 45

72% of mining companies have invested in customer relationship management (CRM) tools

Statistic 46

67% of mining companies believe digital twin technology enhances customer experience

Statistic 47

76% of miners have adopted digital platforms for predictive maintenance

Statistic 48

66% of mining organizations provide online portals for status tracking

Statistic 49

47% of mining companies leverage drone technology to provide real-time site updates to customers

Statistic 50

73% of mining organizations offer virtual consultation services

Statistic 51

55% of mining customers are willing to pay a premium for sustainable operations

Statistic 52

42% of mining customers are concerned about transparency in supply chain practices

Statistic 53

44% of customers seek transparency about environmental impact during equipment purchase

Statistic 54

59% of clients prefer sustainability reporting in annual reports

Statistic 55

54% of mining customers seek transparency in pricing details

Statistic 56

47% of miners use blockchain technology to provide transparent transaction logs to customers

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Sources

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Key Highlights

85% of mining customers prioritize safety and reliability over cost
78% of mining companies report that improving customer experience has increased operational efficiency
65% of mining clients prefer digital platforms for equipment service requests
70% of mining companies measure customer satisfaction through Net Promoter Score (NPS)
60% of miners believe that real-time data access improves customer trust
55% of mining customers are willing to pay a premium for sustainable operations
72% of mining companies have invested in customer relationship management (CRM) tools
49% of clients prefer personalized communication from mining service providers
80% of mining companies monitor social media feedback to gauge customer sentiment
53% of customers in mining value safety record updates during maintenance processes
68% of mining organizations use customer feedback to improve service delivery
45% of clients report faster issue resolution when mining companies utilize AI-powered support systems
58% of mining customers prefer to access support via mobile apps

In an industry where safety and reliability reign supreme, mining companies are transforming customer experience into a cornerstone of success, with 85% prioritizing safety above cost and 78% reporting enhanced operational efficiency through digital innovations.

Customer Engagement and Communication Preferences

65% of mining clients prefer digital platforms for equipment service requests
49% of clients prefer personalized communication from mining service providers
80% of mining companies monitor social media feedback to gauge customer sentiment
58% of mining customers prefer to access support via mobile apps
74% of mining companies report increased customer retention after implementing loyalty programs
59% of mining clients prefer virtual tours and remote demonstrations for equipment
81% of mining companies focus on customer education through online portals
63% of clients prefer companies that offer proactive communication about project delays
48% of mining customers prefer automated chatbots for quick support
54% of customers want proactive updates about equipment status during operation
43% of clients prefer face-to-face engagement for major purchases
77% of customers expect consistent updates during project execution
61% of mining companies offer virtual reality (VR) experiences to educate customers about complex processes
75% of mining clients value transparent communication about project risks
83% of mining companies believe digital transformation enhances customer interactions
62% of customers prefer digital interaction channels over traditional methods
69% of clients appreciate proactive updates during remote operations
65% of mining companies link customer feedback directly to product development

Customer Engagement and Communication Preferences Interpretation

In a pioneering shift from pickaxes to pixels, mining companies increasingly leverage digital channels—where 83% believe they enhance engagement, 65% integrate feedback into product design, and nearly half prefer chatbots for support—highlighting that in today’s industry, the gold isn't just in the ore but in proactive, personalized, and transparent customer experiences driven by data and digital innovation.

Customer Safety and Environmental Responsibility

85% of mining customers prioritize safety and reliability over cost
53% of customers in mining value safety record updates during maintenance processes
41% of clients are more likely to choose suppliers who provide comprehensive data reporting
82% of mining customers value environmentally responsible practices in their suppliers
69% of customers are more loyal to companies that proactively address safety concerns
46% of customers prefer digital receipts and documentation for transactions
49% of customers check environmental credentials before purchasing equipment
55% of clients emphasize safety and environmental sustainability in supplier evaluation

Customer Safety and Environmental Responsibility Interpretation

In the mining industry, safety, environmental responsibility, and transparency aren't just buzzwords—they're the new gold standard that can make or break customer loyalty in a sector increasingly driven by trust and sustainability.

Customer Satisfaction and Support Services

78% of mining companies report that improving customer experience has increased operational efficiency
70% of mining companies measure customer satisfaction through Net Promoter Score (NPS)
60% of miners believe that real-time data access improves customer trust
68% of mining organizations use customer feedback to improve service delivery
45% of clients report faster issue resolution when mining companies utilize AI-powered support systems
69% of mining companies believe that strong customer relationships support long-term profitability
52% of mining customers rate after-sales support as a critical factor in vendor selection
72% of mining organizations include customer satisfaction as a key performance indicator (KPI)
65% of mining companies track customer feedback to refine product offerings
71% of mining companies report improved project outcomes after implementing customer-centric approaches
50% of surveyed mining clients say personalized service increases their satisfaction
83% of mining firms have integrated customer feedback into their innovation process
64% of mining companies believe that improved customer experience can reduce operational costs
58% of clients consider after-sales support as a differentiator
71% of miners use data analytics to predict and improve customer satisfaction
67% of mining companies incorporate customer experience metrics into annual reports
80% of mining companies have seen improved customer satisfaction after implementing digital feedback tools
57% of customers rate project delivery timelines as crucial in their satisfaction

Customer Satisfaction and Support Services Interpretation

In the mining industry, companies mining more than just ore are discovering that investing in customer experience—not just drilling deep—fuels efficiency, trust, and long-term profitability as robustly as their core operations.

Digital Transformation and Technology Adoption

72% of mining companies have invested in customer relationship management (CRM) tools
67% of mining companies believe digital twin technology enhances customer experience
76% of miners have adopted digital platforms for predictive maintenance
66% of mining organizations provide online portals for status tracking
47% of mining companies leverage drone technology to provide real-time site updates to customers
73% of mining organizations offer virtual consultation services

Digital Transformation and Technology Adoption Interpretation

Mining companies are increasingly mining digital innovations—from CRM tools and virtual consultations to drones and digital twins—transforming the industry into a high-tech frontier where customer experience is as critical as mineral extraction itself.

Sustainability and Transparency Initiatives

55% of mining customers are willing to pay a premium for sustainable operations
42% of mining customers are concerned about transparency in supply chain practices
44% of customers seek transparency about environmental impact during equipment purchase
59% of clients prefer sustainability reporting in annual reports
54% of mining customers seek transparency in pricing details
47% of miners use blockchain technology to provide transparent transaction logs to customers

Sustainability and Transparency Initiatives Interpretation

In a mining sector where over half of customers are willing to pay for sustainability and transparency, companies ignoring these demands risk being buried in discontent while blockchain and detailed reporting shine as their pickaxes for trust.