GITNUXREPORT 2025

Customer Experience In The Printing Industry Statistics

Customer experience drives growth through personalization, digital innovation, and transparency.

Jannik Linder

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

First published: April 29, 2025

Our Commitment to Accuracy

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Statistic 1

69% of printing companies report a direct correlation between customer satisfaction scores and revenue growth

Statistic 2

84% of print industry managers agree that customer experience initiatives have a direct positive impact on profitability

Statistic 3

78% of customers expect consistent service quality across all printing channels

Statistic 4

73% of consumers prefer to communicate with printing providers via digital channels

Statistic 5

66% of printing customers prioritize fast turnaround times when choosing a service provider

Statistic 6

81% of customers expect real-time updates on their print job status

Statistic 7

52% of clients prefer digital proofing before the final print production

Statistic 8

39% of customers are influenced by social media reviews when selecting a printing provider

Statistic 9

54% of print businesses have increased mobile-friendly options for customer interactions

Statistic 10

74% of print buyers prefer a single point of contact during the ordering process to streamline communication

Statistic 11

69% of printing customers value detailed tracking information available online during the production process

Statistic 12

63% of customers prefer receiving digital invoices and receipts rather than paper-based documents

Statistic 13

80% of customers prefer companies with a strong online presence and active social media engagement

Statistic 14

42% of print buyers are more likely to purchase from providers who offer prototypes or samples prior to production

Statistic 15

59% of print businesses see social proof such as reviews, case studies, and client logos as crucial to winning new clients

Statistic 16

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

Statistic 17

70% of printing companies see customer satisfaction as their top priority for business growth

Statistic 18

65% of customers are more likely to repurchase from a printing service that offers personalized experiences

Statistic 19

62% of clients leave negative reviews due to delays or errors in printed materials

Statistic 20

58% of printing businesses plan to invest in customer relationship management (CRM) systems to enhance service

Statistic 21

69% of customers believe that quality prints reflect positively on their brand image

Statistic 22

83% of printing service providers believe that customer feedback directly influences their service improvements

Statistic 23

47% of customers who had a poor experience with printing services are unlikely to return

Statistic 24

59% of customers said that a friendly and knowledgeable customer service team strongly influences their loyalty to a printing company

Statistic 25

65% of printing companies track customer satisfaction scores regularly to inform service strategy

Statistic 26

72% of B2B clients in the printing industry value quick and efficient order processing as key to positive customer experience

Statistic 27

55% of customers are more likely to recommend a printing business if their expectations are exceeded

Statistic 28

48% of printing companies experience an increase in repeat business after deploying customer loyalty programs

Statistic 29

74% of printing firms measure customer experience through surveys at multiple touchpoints

Statistic 30

43% of printing companies have increased training for customer service staff to improve customer experience

Statistic 31

71% of customers consider problem resolution as a critical factor in their overall printing experience

Statistic 32

60% of clients say that clear communication from the printing company reduces their anxiety about project deadlines

Statistic 33

77% of printing firms utilize customer satisfaction metrics to guide innovation and process improvements

Statistic 34

67% of printing customers cite quality of customer support as a determinant in their loyalty

Statistic 35

70% of print industry executives agree that investing in customer experience strategies is essential for future growth

Statistic 36

82% of clients gain confidence in a printing company when provided with comprehensive product information upfront

Statistic 37

44% of customers complain about inconsistent print quality across different batches, indicating the need for quality control for better CX

Statistic 38

63% of printing businesses see digital marketing and online presence as vital to enhancing customer experience

Statistic 39

76% of customers prefer to work with printing vendors who demonstrate transparency in pricing

Statistic 40

59% of B2C printing customers rate quick responses as critical to their positive experience

Statistic 41

68% of printing clients say that environmentally sustainable practices boost their loyalty

Statistic 42

45% of printing companies experienced an increase in customer retention after implementing contactless payment options

Statistic 43

79% of clients appreciate proactive communication about potential delays or issues with their print orders

Statistic 44

58% of respondents believe that digital proofing reduces errors and enhances customer satisfaction

Statistic 45

61% of printing industry employees received customer service training in 2023 to improve client relationships

Statistic 46

73% of small to medium-sized printing enterprises prioritize customer experience enhancements to compete with larger firms

Statistic 47

80% of customers report that easy reordering processes increase their satisfaction with printing services

Statistic 48

55% of print businesses have seen a measurable increase in customer referrals after improving overall CX

Statistic 49

41% of printing companies use customer journey mapping to identify pain points and enhance experience

Statistic 50

70% of printing firms report that personalized marketing efforts lead to higher customer satisfaction rates

Statistic 51

72% of customers who experienced transparent billing had higher trust in their printing service provider

Statistic 52

59% of printing companies view sustainability initiatives as a way to improve customer relations

Statistic 53

68% of printing business clients say high-quality customer service influences their decision to do repeat business

Statistic 54

49% of print customers have abandoned orders due to poor communication or lack of updates

Statistic 55

77% of printing companies utilize customer testimonials and reviews in their marketing to reinforce credibility and trust

Statistic 56

65% of printing companies have experienced increased customer satisfaction after digitizing their customer support channels

Statistic 57

70% of customers say that ease of access to project status updates improves their overall experience with print providers

Statistic 58

73% of printing brands believe that customized solutions significantly enhance customer loyalty

Statistic 59

49% of customers hold long-term relationships with printers that proactively solicit feedback and act on it

Statistic 60

69% of printing companies identify high-quality customer support as a critical factor for retaining clients

Statistic 61

62% of print businesses consider investing in staff training on customer service as essential for improving CX

Statistic 62

55% of clients prefer receiving personalized offers and discounts based on their print history

Statistic 63

58% of customers believe that a comprehensive FAQ section enhances their confidence in printing services

Statistic 64

67% of printing companies report that tracking customer complaints and resolving issues promptly leads to higher satisfaction scores

Statistic 65

44% of print customers are more loyal to brands that use data analytics to personalize their engagement

Statistic 66

71% of customers feel more valued when their specific needs are acknowledged and addressed by their printing service provider

Statistic 67

63% of companies that implement regular training on customer experience report higher employee satisfaction and better service outcomes

Statistic 68

69% of print customers consider transparent communication about pricing and processes as a key factor for trust

Statistic 69

75% of printing companies expect the integration of AI tools will enhance personalized customer experiences

Statistic 70

85% of clients reveal that a seamless omnichannel experience across digital and print channels influences their loyalty

Statistic 71

57% of companies measure customer experience improvements through Net Promoter Score (NPS), indicating its importance in strategic decisions

Statistic 72

49% of print businesses have increased focus on data security and privacy to build customer trust

Statistic 73

74% of customers rate ease of online ordering and reordering as a critical component of their satisfaction

Statistic 74

52% of printing companies use customer success stories to demonstrate value and foster loyalty

Statistic 75

63% of print industry leaders believe that proactivePost-sales engagement improves customer lifetime value

Statistic 76

55% of clients consider that personalized communication delivered at key touchpoints enhances overall experience

Statistic 77

81% of print companies have invested in staff training specifically aimed at improving customer interactions

Statistic 78

73% of print clients say that real-time communication during the project fosters trust and satisfaction

Statistic 79

62% of companies report that integrating customer feedback loops into their workflow leads to measurable improvements in service quality

Statistic 80

77% of printing firms believe that improving digital touchpoints has significantly boosted customer satisfaction

Statistic 81

69% of B2B print customers prioritize quick problem resolution to maintain ongoing relationships

Statistic 82

64% of print businesses measure and analyze customer complaints to optimize future interactions

Statistic 83

59% of clients are more likely to stay loyal to printers that provide clear and upfront pricing

Statistic 84

70% of printing companies believe that digital innovations contribute to better customer retention figures

Statistic 85

58% of customers express that personalized content tailored to their preferences enhances their browsing and ordering experience

Statistic 86

81% of print providers have increased their investment in customer experience initiatives over the past year

Statistic 87

55% of companies report that providing educational content about print options increases customer confidence and satisfaction

Statistic 88

48% of clients are more likely to recommend their printer when they experience excellent service throughout the project lifecycle

Statistic 89

54% of clients report that proactive post-sales follow-ups influence their future purchasing decisions

Statistic 90

40% of customers are willing to pay a premium for eco-friendly printing options

Statistic 91

50% of printing companies have adopted eco-labeling for environmentally friendly products to attract eco-conscious consumers

Statistic 92

54% of printing companies report that sustainable disposal and recycling practices are a key part of their customer value proposition

Statistic 93

67% of clients see eco certifications as a factor when choosing printing vendors, highlighting sustainability’s role in CX

Statistic 94

63% of print industry businesses see sustainability as a key factor in competitive differentiation and customer loyalty

Statistic 95

74% of print buyers value environmental sustainability certifications as part of their decision-making process

Statistic 96

54% of printing companies reported increasing their digital touchpoints to improve customer experience in 2023

Statistic 97

80% of printing firms now use automated systems to enhance order accuracy and speed

Statistic 98

61% of printing companies have implemented self-service portals for clients, enhancing transparency and convenience

Statistic 99

55% of printing companies plan to implement AI-driven customer insights tools in the next year to optimize service delivery

Statistic 100

66% of printing providers believe that integrating augmented reality (AR) into their marketing materials improves customer engagement

Statistic 101

51% of print businesses have adopted virtual consultations to better serve remote clients

Statistic 102

66% of printing companies have integrated customer journey analytics to better understand client interactions and improve CX

Statistic 103

45% of print firms have adopted virtual reality (VR) or augmented reality (AR) tools to enhance presentations and consultations

Slide 1 of 103

Sources

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Trust Badges - Publications that have cited our reports

Key Highlights

86% of customers are willing to pay more for a better customer experience in the printing industry
70% of printing companies see customer satisfaction as their top priority for business growth
65% of customers are more likely to repurchase from a printing service that offers personalized experiences
78% of customers expect consistent service quality across all printing channels
54% of printing companies reported increasing their digital touchpoints to improve customer experience in 2023
62% of clients leave negative reviews due to delays or errors in printed materials
58% of printing businesses plan to invest in customer relationship management (CRM) systems to enhance service
69% of customers believe that quality prints reflect positively on their brand image
83% of printing service providers believe that customer feedback directly influences their service improvements
47% of customers who had a poor experience with printing services are unlikely to return
80% of printing firms now use automated systems to enhance order accuracy and speed
73% of consumers prefer to communicate with printing providers via digital channels
59% of customers said that a friendly and knowledgeable customer service team strongly influences their loyalty to a printing company

Discover how to turn customer satisfaction into your printing business’s greatest asset, as 86% of customers are willing to pay more for an exceptional experience—yet more than half of printing companies struggle with delays and inconsistent quality that threaten loyalty.

Business Performance and Growth

69% of printing companies report a direct correlation between customer satisfaction scores and revenue growth
84% of print industry managers agree that customer experience initiatives have a direct positive impact on profitability

Business Performance and Growth Interpretation

With over two-thirds of printing companies linking customer satisfaction to revenue and a resounding 84% acknowledging the profit boost from experience initiatives, it's clear that in the print industry, a happy customer truly prints money.

Customer Expectations and Service Quality

78% of customers expect consistent service quality across all printing channels
73% of consumers prefer to communicate with printing providers via digital channels
66% of printing customers prioritize fast turnaround times when choosing a service provider
81% of customers expect real-time updates on their print job status
52% of clients prefer digital proofing before the final print production
39% of customers are influenced by social media reviews when selecting a printing provider
54% of print businesses have increased mobile-friendly options for customer interactions
74% of print buyers prefer a single point of contact during the ordering process to streamline communication
69% of printing customers value detailed tracking information available online during the production process
63% of customers prefer receiving digital invoices and receipts rather than paper-based documents
80% of customers prefer companies with a strong online presence and active social media engagement
42% of print buyers are more likely to purchase from providers who offer prototypes or samples prior to production
59% of print businesses see social proof such as reviews, case studies, and client logos as crucial to winning new clients

Customer Expectations and Service Quality Interpretation

In an era where nearly four-fifths of printing customers demand real-time updates and consistent digital communication, the industry must embrace seamless, mobile-friendly, and socially engaged experiences—integrating speed, transparency, and social proof—if it hopes to turn digital expectations into profitable print results.

Customer Satisfaction and Loyalty

86% of customers are willing to pay more for a better customer experience in the printing industry
70% of printing companies see customer satisfaction as their top priority for business growth
65% of customers are more likely to repurchase from a printing service that offers personalized experiences
62% of clients leave negative reviews due to delays or errors in printed materials
58% of printing businesses plan to invest in customer relationship management (CRM) systems to enhance service
69% of customers believe that quality prints reflect positively on their brand image
83% of printing service providers believe that customer feedback directly influences their service improvements
47% of customers who had a poor experience with printing services are unlikely to return
59% of customers said that a friendly and knowledgeable customer service team strongly influences their loyalty to a printing company
65% of printing companies track customer satisfaction scores regularly to inform service strategy
72% of B2B clients in the printing industry value quick and efficient order processing as key to positive customer experience
55% of customers are more likely to recommend a printing business if their expectations are exceeded
48% of printing companies experience an increase in repeat business after deploying customer loyalty programs
74% of printing firms measure customer experience through surveys at multiple touchpoints
43% of printing companies have increased training for customer service staff to improve customer experience
71% of customers consider problem resolution as a critical factor in their overall printing experience
60% of clients say that clear communication from the printing company reduces their anxiety about project deadlines
77% of printing firms utilize customer satisfaction metrics to guide innovation and process improvements
67% of printing customers cite quality of customer support as a determinant in their loyalty
70% of print industry executives agree that investing in customer experience strategies is essential for future growth
82% of clients gain confidence in a printing company when provided with comprehensive product information upfront
44% of customers complain about inconsistent print quality across different batches, indicating the need for quality control for better CX
63% of printing businesses see digital marketing and online presence as vital to enhancing customer experience
76% of customers prefer to work with printing vendors who demonstrate transparency in pricing
59% of B2C printing customers rate quick responses as critical to their positive experience
68% of printing clients say that environmentally sustainable practices boost their loyalty
45% of printing companies experienced an increase in customer retention after implementing contactless payment options
79% of clients appreciate proactive communication about potential delays or issues with their print orders
58% of respondents believe that digital proofing reduces errors and enhances customer satisfaction
61% of printing industry employees received customer service training in 2023 to improve client relationships
73% of small to medium-sized printing enterprises prioritize customer experience enhancements to compete with larger firms
80% of customers report that easy reordering processes increase their satisfaction with printing services
55% of print businesses have seen a measurable increase in customer referrals after improving overall CX
41% of printing companies use customer journey mapping to identify pain points and enhance experience
70% of printing firms report that personalized marketing efforts lead to higher customer satisfaction rates
72% of customers who experienced transparent billing had higher trust in their printing service provider
59% of printing companies view sustainability initiatives as a way to improve customer relations
68% of printing business clients say high-quality customer service influences their decision to do repeat business
49% of print customers have abandoned orders due to poor communication or lack of updates
77% of printing companies utilize customer testimonials and reviews in their marketing to reinforce credibility and trust
65% of printing companies have experienced increased customer satisfaction after digitizing their customer support channels
70% of customers say that ease of access to project status updates improves their overall experience with print providers
73% of printing brands believe that customized solutions significantly enhance customer loyalty
49% of customers hold long-term relationships with printers that proactively solicit feedback and act on it
69% of printing companies identify high-quality customer support as a critical factor for retaining clients
62% of print businesses consider investing in staff training on customer service as essential for improving CX
55% of clients prefer receiving personalized offers and discounts based on their print history
58% of customers believe that a comprehensive FAQ section enhances their confidence in printing services
67% of printing companies report that tracking customer complaints and resolving issues promptly leads to higher satisfaction scores
44% of print customers are more loyal to brands that use data analytics to personalize their engagement
71% of customers feel more valued when their specific needs are acknowledged and addressed by their printing service provider
63% of companies that implement regular training on customer experience report higher employee satisfaction and better service outcomes
69% of print customers consider transparent communication about pricing and processes as a key factor for trust
75% of printing companies expect the integration of AI tools will enhance personalized customer experiences
85% of clients reveal that a seamless omnichannel experience across digital and print channels influences their loyalty
57% of companies measure customer experience improvements through Net Promoter Score (NPS), indicating its importance in strategic decisions
49% of print businesses have increased focus on data security and privacy to build customer trust
74% of customers rate ease of online ordering and reordering as a critical component of their satisfaction
52% of printing companies use customer success stories to demonstrate value and foster loyalty
63% of print industry leaders believe that proactivePost-sales engagement improves customer lifetime value
55% of clients consider that personalized communication delivered at key touchpoints enhances overall experience
81% of print companies have invested in staff training specifically aimed at improving customer interactions
73% of print clients say that real-time communication during the project fosters trust and satisfaction
62% of companies report that integrating customer feedback loops into their workflow leads to measurable improvements in service quality
77% of printing firms believe that improving digital touchpoints has significantly boosted customer satisfaction
69% of B2B print customers prioritize quick problem resolution to maintain ongoing relationships
64% of print businesses measure and analyze customer complaints to optimize future interactions
59% of clients are more likely to stay loyal to printers that provide clear and upfront pricing
70% of printing companies believe that digital innovations contribute to better customer retention figures
58% of customers express that personalized content tailored to their preferences enhances their browsing and ordering experience
81% of print providers have increased their investment in customer experience initiatives over the past year
55% of companies report that providing educational content about print options increases customer confidence and satisfaction
48% of clients are more likely to recommend their printer when they experience excellent service throughout the project lifecycle
54% of clients report that proactive post-sales follow-ups influence their future purchasing decisions

Customer Satisfaction and Loyalty Interpretation

In an industry where quality, communication, and innovation collide, printing companies embracing personalized, transparent, and digitally enhanced customer experiences are not just ink-stained—they're inked into customer loyalty in bold, permanent print.

Environmental Sustainability

40% of customers are willing to pay a premium for eco-friendly printing options
50% of printing companies have adopted eco-labeling for environmentally friendly products to attract eco-conscious consumers
54% of printing companies report that sustainable disposal and recycling practices are a key part of their customer value proposition
67% of clients see eco certifications as a factor when choosing printing vendors, highlighting sustainability’s role in CX
63% of print industry businesses see sustainability as a key factor in competitive differentiation and customer loyalty
74% of print buyers value environmental sustainability certifications as part of their decision-making process

Environmental Sustainability Interpretation

In an industry where quality and speed once reigned supreme, today's printing customers increasingly see eco-friendly practices—like sustainability certifications and eco-labels—as essential to their purchasing choices, prompting companies to reimagine their value propositions and embrace green innovations—not just to save the planet, but to stay competitive and earn customer loyalty.

Technological Adoption and Innovation

54% of printing companies reported increasing their digital touchpoints to improve customer experience in 2023
80% of printing firms now use automated systems to enhance order accuracy and speed
61% of printing companies have implemented self-service portals for clients, enhancing transparency and convenience
55% of printing companies plan to implement AI-driven customer insights tools in the next year to optimize service delivery
66% of printing providers believe that integrating augmented reality (AR) into their marketing materials improves customer engagement
51% of print businesses have adopted virtual consultations to better serve remote clients
66% of printing companies have integrated customer journey analytics to better understand client interactions and improve CX
45% of print firms have adopted virtual reality (VR) or augmented reality (AR) tools to enhance presentations and consultations

Technological Adoption and Innovation Interpretation

In an industry where ink and paper once ruled, over half of printing companies are now digitally inked, leveraging automation, AR, VR, and AI to transform customer experience from a static sheet to an interactive, transparent journey—proof that in the print world, even tradition is getting a high-tech upgrade.