GITNUXREPORT 2025

Customer Experience In The Pet Industry Statistics

Pet owners prioritize personalized, seamless service; trust online reviews and support.

Jannik Linder

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

First published: April 29, 2025

Our Commitment to Accuracy

Rigorous fact-checking • Reputable sources • Regular updatesLearn more

Statistic 1

75% of pet owners prefer brands that support pet charities or causes

Statistic 2

60% of pet owners prefer brands that demonstrate social responsibility

Statistic 3

46% of pet owners feel that transparency about ingredients and sourcing improves brand trust

Statistic 4

57% of pet owners look for eco-friendly and sustainable packaging when shopping for pet products

Statistic 5

69% of pet owners are more loyal to brands that actively engage with their community and causes

Statistic 6

88% of pet owners seek out brands with positive reputations for ethical practices

Statistic 7

55% of pet owners favor brands that participate actively in community service and outreach

Statistic 8

85% of pet owners consider their pet a family member

Statistic 9

67% of pet owners are willing to pay more for better customer service in pet stores

Statistic 10

83% of consumers are more likely to buy from a brand that personalizes the customer experience with their pet

Statistic 11

89% of pet owners are highly satisfied with their local veterinarian

Statistic 12

55% of pet owners have switched brands due to poor customer service experiences

Statistic 13

77% of pet owners prefer to buy from local pet stores rather than big chains

Statistic 14

83% of pet owners expect companies to handle their pet-related inquiries promptly

Statistic 15

70% of consumers are more likely to recommend a pet service provider after a positive customer experience

Statistic 16

66% of pet owners are more loyal to brands that provide excellent customer service

Statistic 17

42% of pet owners have abandoned a website or app due to poor user experience

Statistic 18

89% of pet owners are more likely to return to a brand that offers excellent post-sale support

Statistic 19

52% of pet owners consider quick response times critical when dealing with pet-related customer service issues

Statistic 20

58% of pet owners feel valued when brands send personalized thank-you notes or follow-ups after a purchase

Statistic 21

74% of pet owners are more likely to buy again from companies with positive customer service experiences

Statistic 22

63% of pet owners report that a personalized shopping experience increases their satisfaction

Statistic 23

77% of pet owners consider ongoing customer support crucial when choosing a pet insurance provider

Statistic 24

85% of consumers say they are more likely to recommend a pet brand that offers excellent customer service

Statistic 25

66% of pet owners feel that transparent communication during crises builds trust with pet brands

Statistic 26

74% of pet owners want consistent branding and messaging across all touchpoints

Statistic 27

61% of pet owners have made repeat purchases because of excellent customer experience

Statistic 28

78% of pet owners read online reviews before choosing a pet service provider

Statistic 29

70% of pet owners use mobile apps to manage pet health and appointments

Statistic 30

92% of pet owners purchase products or services online for their pets

Statistic 31

80% of pet owners want seamless multi-channel shopping experiences across online and offline platforms

Statistic 32

68% of pet owners feel more connected to brands that engage them with relevant content

Statistic 33

72% of pet owners research veterinary clinics online before booking an appointment

Statistic 34

45% of pet owners wish for easier online booking options for veterinary services

Statistic 35

58% of pet owners follow pet brands on social media for updates and promotions

Statistic 36

40% of pet owners utilize subscription services for recurring pet supplies

Statistic 37

85% of pet owners find engaging content on pet health and wellness helpful

Statistic 38

78% of pet owners participate in online communities related to pet health and care

Statistic 39

67% of consumers consider a seamless experience across devices essential when shopping for pet products

Statistic 40

81% of pet owners favor brands that provide easy access to customer care, via chat, email, or phone

Statistic 41

55% of pet owners prefer to receive updates about their pet’s health via mobile notifications

Statistic 42

49% of pet owners value quick and easy checkout processes online

Statistic 43

62% of pet owners prefer self-service options for scheduling or managing pet appointments online

Statistic 44

84% of pet owners would switch brands for better online customer service options

Statistic 45

70% of pet owners seek out brands that offer educational content about pet care

Statistic 46

79% of pet owners give higher ratings to brands with quick response times on social media

Statistic 47

82% of pet owners are likely to buy from brands that have a strong online presence and reviews

Statistic 48

65% of pet owners are willing to pay a premium for organic or natural pet foods

Statistic 49

75% of consumers want tailored product recommendations for their pets

Statistic 50

88% of pet owners appreciate brands that provide personalized product recommendations based on pet demographics

Statistic 51

60% of pet owners are influenced by social media when choosing pet products or services

Statistic 52

89% of pet owners trust recommendations from friends and family over advertising

Statistic 53

73% of pet owners are influenced by online testimonials when choosing a pet grooming service

Statistic 54

50% of pet owners are influenced by influencer marketing on social platforms for pet product purchases

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Sources

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Trust Badges - Publications that have cited our reports

Key Highlights

85% of pet owners consider their pet a family member
67% of pet owners are willing to pay more for better customer service in pet stores
78% of pet owners read online reviews before choosing a pet service provider
83% of consumers are more likely to buy from a brand that personalizes the customer experience with their pet
70% of pet owners use mobile apps to manage pet health and appointments
92% of pet owners purchase products or services online for their pets
60% of pet owners are influenced by social media when choosing pet products or services
75% of pet owners prefer brands that support pet charities or causes
80% of pet owners want seamless multi-channel shopping experiences across online and offline platforms
65% of pet owners are willing to pay a premium for organic or natural pet foods
89% of pet owners are highly satisfied with their local veterinarian
55% of pet owners have switched brands due to poor customer service experiences
68% of pet owners feel more connected to brands that engage them with relevant content

In a pet industry where 85% of owners see their furry friends as family, delivering exceptional and personalized customer experiences is no longer optional—it’s the key to building loyalty, trust, and long-term growth.

Brand Values and Ethical Considerations

75% of pet owners prefer brands that support pet charities or causes
60% of pet owners prefer brands that demonstrate social responsibility
46% of pet owners feel that transparency about ingredients and sourcing improves brand trust
57% of pet owners look for eco-friendly and sustainable packaging when shopping for pet products
69% of pet owners are more loyal to brands that actively engage with their community and causes
88% of pet owners seek out brands with positive reputations for ethical practices
55% of pet owners favor brands that participate actively in community service and outreach

Brand Values and Ethical Considerations Interpretation

In an era where pet owners hold their furry friends and ethical values in equal regard, brands that champion charity, transparency, and sustainability are fetching loyalty by leaps and bounds—turning every purchase into a paw-sitive statement.

Consumer Loyalty and Satisfaction

85% of pet owners consider their pet a family member
67% of pet owners are willing to pay more for better customer service in pet stores
83% of consumers are more likely to buy from a brand that personalizes the customer experience with their pet
89% of pet owners are highly satisfied with their local veterinarian
55% of pet owners have switched brands due to poor customer service experiences
77% of pet owners prefer to buy from local pet stores rather than big chains
83% of pet owners expect companies to handle their pet-related inquiries promptly
70% of consumers are more likely to recommend a pet service provider after a positive customer experience
66% of pet owners are more loyal to brands that provide excellent customer service
42% of pet owners have abandoned a website or app due to poor user experience
89% of pet owners are more likely to return to a brand that offers excellent post-sale support
52% of pet owners consider quick response times critical when dealing with pet-related customer service issues
58% of pet owners feel valued when brands send personalized thank-you notes or follow-ups after a purchase
74% of pet owners are more likely to buy again from companies with positive customer service experiences
63% of pet owners report that a personalized shopping experience increases their satisfaction
77% of pet owners consider ongoing customer support crucial when choosing a pet insurance provider
85% of consumers say they are more likely to recommend a pet brand that offers excellent customer service
66% of pet owners feel that transparent communication during crises builds trust with pet brands
74% of pet owners want consistent branding and messaging across all touchpoints
61% of pet owners have made repeat purchases because of excellent customer experience

Consumer Loyalty and Satisfaction Interpretation

In a pet industry where 85% of owners view their furry friends as family, providing personalized, prompt, and trustworthy service isn't just good branding—it's a matter of loyalty, with consumers eagerly willing to pay more and stick with brands that treat their pets like kin.

Digital Engagement and Convenience

78% of pet owners read online reviews before choosing a pet service provider
70% of pet owners use mobile apps to manage pet health and appointments
92% of pet owners purchase products or services online for their pets
80% of pet owners want seamless multi-channel shopping experiences across online and offline platforms
68% of pet owners feel more connected to brands that engage them with relevant content
72% of pet owners research veterinary clinics online before booking an appointment
45% of pet owners wish for easier online booking options for veterinary services
58% of pet owners follow pet brands on social media for updates and promotions
40% of pet owners utilize subscription services for recurring pet supplies
85% of pet owners find engaging content on pet health and wellness helpful
78% of pet owners participate in online communities related to pet health and care
67% of consumers consider a seamless experience across devices essential when shopping for pet products
81% of pet owners favor brands that provide easy access to customer care, via chat, email, or phone
55% of pet owners prefer to receive updates about their pet’s health via mobile notifications
49% of pet owners value quick and easy checkout processes online
62% of pet owners prefer self-service options for scheduling or managing pet appointments online
84% of pet owners would switch brands for better online customer service options
70% of pet owners seek out brands that offer educational content about pet care
79% of pet owners give higher ratings to brands with quick response times on social media
82% of pet owners are likely to buy from brands that have a strong online presence and reviews

Digital Engagement and Convenience Interpretation

In an era where 82% of pet owners judge brands by their online presence and 78% read reviews before choosing services, the pet industry must embrace seamless, multichannel digital experiences—because when 84% expect quick responses and 70% seek educational content, pet brands that fail to adapt risk being left in the doghouse.

Product Preferences and Customer Insights

65% of pet owners are willing to pay a premium for organic or natural pet foods
75% of consumers want tailored product recommendations for their pets
88% of pet owners appreciate brands that provide personalized product recommendations based on pet demographics

Product Preferences and Customer Insights Interpretation

With a remarkable 88% of pet owners valuing personalized suggestions, the pet industry's premium for organic treats and tailored advice is less about indulgence and more about recognizing that in the eyes of our pets, personalized care isn't just a trend—it's a necessity.

Social Influence and Community Engagement

60% of pet owners are influenced by social media when choosing pet products or services
89% of pet owners trust recommendations from friends and family over advertising
73% of pet owners are influenced by online testimonials when choosing a pet grooming service
50% of pet owners are influenced by influencer marketing on social platforms for pet product purchases

Social Influence and Community Engagement Interpretation

Pet owners are increasingly navigating a social media maze—trusting personal recommendations and online testimonials over ads—highlighting that in the pet industry, digital word-of-mouth is the leash that truly leads buying decisions.