GITNUXREPORT 2025

Customer Experience In The Plumbing Industry Statistics

Exceptional customer experience boosts loyalty, revenue, and industry competitiveness.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

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

Statistic 2

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

Statistic 3

73% of customers fall in love with a brand because of friendly customer service representatives

Statistic 4

72% of customers will share a positive experience with six or more people

Statistic 5

80% of businesses believe they deliver superior customer service, but only 8% of customers agree

Statistic 6

65% of customers find a positive experience with a brand to be more influential than great advertising

Statistic 7

Customers are 2.4 times more likely to stay loyal to a brand if they have a positive customer service experience

Statistic 8

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

Statistic 9

57% of consumers have abandoned a purchase because of poor customer service

Statistic 10

65% of customers say that consistent customer experience across multiple channels is very important

Statistic 11

Only 24% of companies are very satisfied with their omnichannel customer engagement

Statistic 12

Personalized customer service can increase revenues by up to 15%

Statistic 13

60% of customers say that personalized service influences their loyalty

Statistic 14

78% of consumers will only engagement with companies offering personalized experiences

Statistic 15

Customers ranked fast service (42%) and friendly service (37%) as the most important factors in customer experience

Statistic 16

70% of consumers say that friendly staff positively influence their perception of a business

Statistic 17

65% of consumers cite poor customer service as a reason for switching brands

Statistic 18

77% of customers consider their experience with a company as a key factor in their purchasing decision

Statistic 19

80% of consumers would choose a brand with better customer service over a lower-priced competitor

Statistic 20

65% of consumers say they’re more likely to buy from a business that offers consistent service across all channels

Statistic 21

59% of customers prefer to communicate via messaging apps rather than phone calls

Statistic 22

55% of customers say poor customer service negatively impacts their perception of a brand

Statistic 23

78% of customers say that knowledgeable staff positively influence their customer experience

Statistic 24

50% of business decision-makers believe customer experience will be the key differentiator in industries like plumbing over the next five years

Statistic 25

68% of consumers have ended a business relationship due to perceived poor service quality

Statistic 26

87% of customers prefer brands that actively seek and respond to feedback

Statistic 27

69% of consumers say that customer service influences their loyalty

Statistic 28

84% of consumers say they would stop doing business with a company after a bad customer experience

Statistic 29

Customer satisfaction is directly linked to revenue growth, with a 10% increase in customer retention leading to a 25% increase in profits

Statistic 30

66% of customers switch to a competitor after just one bad experience

Statistic 31

48% of customers would switch brands after just one negative interaction

Statistic 32

89% of consumers have switched to a competitor after a poor experience

Statistic 33

Companies with proactive customer service see 50% higher customer retention rates

Statistic 34

78% of customers say that a company’s understanding of their needs influences their loyalty

Statistic 35

80% of customers will leave a brand after a poor customer engagement

Statistic 36

54% of customers will stop doing business with a company if they experience poor customer service repeatedly

Statistic 37

73% of customers say that a positive customer service experience makes them more loyal

Statistic 38

89% of consumers say that receiving personalized service influences their loyalty

Statistic 39

83% of consumers say that they would be more loyal to a brand that offers excellent customer service

Statistic 40

69% of customers have ended a business relationship due to poor service

Statistic 41

82% of customers say they are more loyal to brands that personalize their experience

Statistic 42

94% of consumers say that they would buy again from a company that offers excellent customer service

Statistic 43

69% of consumers have switched to a competitor after a bad interaction with customer service

Statistic 44

60% of customers say that their customer service expectations have increased over the past few years

Statistic 45

54% of customers have higher expectations for customer service than they did a year ago

Statistic 46

62% of customers expect a response from a company within 30 minutes of reaching out

Statistic 47

65% of consumers prefer to contact companies via live chat for quick questions

Statistic 48

67% of consumers say that wait times are the most frustrating part of customer service

Statistic 49

52% of customers expect a company to respond within an hour to a social media complaint

Statistic 50

90% of Americans are willing to spend more to ensure better customer service

Statistic 51

58% of consumers have higher expectations for customer service than they did five years ago

Statistic 52

The average customer service agent handles 7 inquiries per hour, impacting efficiency and satisfaction

Statistic 53

62% of consumers expect companies to respond to inquiries within an hour

Statistic 54

45% of service interactions are now handled via live chat, up from 20% five years ago

Statistic 55

70% of consumers prefer to use self-service options for routine inquiries, such as scheduling or billing

Statistic 56

91% of consumers are likely to shop with brands that provide relevant offers and recommendations

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Key Highlights

78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience
86% of buyers are willing to pay more for a better customer experience
69% of consumers say that customer service influences their loyalty
73% of customers fall in love with a brand because of friendly customer service representatives
60% of customers say that their customer service expectations have increased over the past few years
54% of customers have higher expectations for customer service than they did a year ago
91% of consumers are likely to shop with brands that provide relevant offers and recommendations
72% of customers will share a positive experience with six or more people
80% of businesses believe they deliver superior customer service, but only 8% of customers agree
65% of customers find a positive experience with a brand to be more influential than great advertising
Customers are 2.4 times more likely to stay loyal to a brand if they have a positive customer service experience
70% of buying experiences are based on how the customer feels they are being treated
84% of consumers say they would stop doing business with a company after a bad customer experience

In a plumbing industry where 78% of consumers abandon transactions due to poor service, understanding the power of exceptional customer experience is more crucial than ever to retaining loyal clients and boosting revenue.

Customer Experience and Satisfaction

78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience
86% of buyers are willing to pay more for a better customer experience
73% of customers fall in love with a brand because of friendly customer service representatives
72% of customers will share a positive experience with six or more people
80% of businesses believe they deliver superior customer service, but only 8% of customers agree
65% of customers find a positive experience with a brand to be more influential than great advertising
Customers are 2.4 times more likely to stay loyal to a brand if they have a positive customer service experience
70% of buying experiences are based on how the customer feels they are being treated
57% of consumers have abandoned a purchase because of poor customer service
65% of customers say that consistent customer experience across multiple channels is very important
Only 24% of companies are very satisfied with their omnichannel customer engagement
Personalized customer service can increase revenues by up to 15%
60% of customers say that personalized service influences their loyalty
78% of consumers will only engagement with companies offering personalized experiences
Customers ranked fast service (42%) and friendly service (37%) as the most important factors in customer experience
70% of consumers say that friendly staff positively influence their perception of a business
65% of consumers cite poor customer service as a reason for switching brands
77% of customers consider their experience with a company as a key factor in their purchasing decision
80% of consumers would choose a brand with better customer service over a lower-priced competitor
65% of consumers say they’re more likely to buy from a business that offers consistent service across all channels
59% of customers prefer to communicate via messaging apps rather than phone calls
55% of customers say poor customer service negatively impacts their perception of a brand
78% of customers say that knowledgeable staff positively influence their customer experience
50% of business decision-makers believe customer experience will be the key differentiator in industries like plumbing over the next five years
68% of consumers have ended a business relationship due to perceived poor service quality
87% of customers prefer brands that actively seek and respond to feedback

Customer Experience and Satisfaction Interpretation

Despite 80% of businesses claiming they provide top-tier service, a mere 8% of customers agree, highlighting that in the plumbing industry—as in others—positive customer experience isn't just a perk, but a critical pipeline to loyalty and growth.

Customer Loyalty and Retention

69% of consumers say that customer service influences their loyalty
84% of consumers say they would stop doing business with a company after a bad customer experience
Customer satisfaction is directly linked to revenue growth, with a 10% increase in customer retention leading to a 25% increase in profits
66% of customers switch to a competitor after just one bad experience
48% of customers would switch brands after just one negative interaction
89% of consumers have switched to a competitor after a poor experience
Companies with proactive customer service see 50% higher customer retention rates
78% of customers say that a company’s understanding of their needs influences their loyalty
80% of customers will leave a brand after a poor customer engagement
54% of customers will stop doing business with a company if they experience poor customer service repeatedly
73% of customers say that a positive customer service experience makes them more loyal
89% of consumers say that receiving personalized service influences their loyalty
83% of consumers say that they would be more loyal to a brand that offers excellent customer service
69% of customers have ended a business relationship due to poor service
82% of customers say they are more loyal to brands that personalize their experience
94% of consumers say that they would buy again from a company that offers excellent customer service
69% of consumers have switched to a competitor after a bad interaction with customer service

Customer Loyalty and Retention Interpretation

In the plumbing industry—and likely beyond—strong customer service isn't just good ethics; it's the pipe that carries profits, as statistics reveal that nearly 70% of consumers ditch brands after a bad experience, emphasizing that personalized, proactive engagement is the ultimate faucet for loyalty and revenue growth.

Customer Service and Support Expectations

60% of customers say that their customer service expectations have increased over the past few years
54% of customers have higher expectations for customer service than they did a year ago
62% of customers expect a response from a company within 30 minutes of reaching out
65% of consumers prefer to contact companies via live chat for quick questions
67% of consumers say that wait times are the most frustrating part of customer service
52% of customers expect a company to respond within an hour to a social media complaint
90% of Americans are willing to spend more to ensure better customer service
58% of consumers have higher expectations for customer service than they did five years ago
The average customer service agent handles 7 inquiries per hour, impacting efficiency and satisfaction
62% of consumers expect companies to respond to inquiries within an hour
45% of service interactions are now handled via live chat, up from 20% five years ago
70% of consumers prefer to use self-service options for routine inquiries, such as scheduling or billing

Customer Service and Support Expectations Interpretation

As customer expectations in the plumbing industry continue their steep ascent—driven by a desire for rapid, accessible, and personalized service—companies must navigate the challenge of delivering prompt, efficient, and high-quality support or risk losing clientele to the ever-growing sea of consumer patience for instant gratification.

Personalization and Communication Preferences

91% of consumers are likely to shop with brands that provide relevant offers and recommendations

Personalization and Communication Preferences Interpretation

With 91% of consumers favoring brands that offer tailored recommendations, plumbing companies that ignore personalized experiences risk flushing their chances of customer loyalty down the drain.