GITNUXREPORT 2025

Customer Experience In The Procurement Industry Statistics

Most procurement organizations prioritize CX to boost revenue and supplier retention.

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 procurement professionals say that improving customer satisfaction has increased their company’s revenue

Statistic 2

52% of procurement teams lack real-time insights to improve customer interactions

Statistic 3

40% of procurement projects fail to meet customer expectations

Statistic 4

60% of procurement stakeholders view customized communication as critical to a positive customer experience

Statistic 5

67% of procurement vendors say customer feedback directly influences their service improvements

Statistic 6

78% of procurement teams use customer satisfaction surveys to evaluate supplier performance

Statistic 7

65% of procurement organizations have reduced cycle times through CX-driven process improvements

Statistic 8

73% of procurement teams have implemented or plan to implement customer-centric KPIs

Statistic 9

69% of procurement firms report increased stakeholder satisfaction after CX improvements

Statistic 10

58% of procurement managers cite poor communication as the main barrier to delivering a good customer experience

Statistic 11

80% of procurement organizations find that improving CX reduces supplier complaints

Statistic 12

66% of procurement analytics projects aim to enhance the customer journey

Statistic 13

57% of procurement teams experience increased collaboration after deploying CX-focused tools

Statistic 14

64% of procurement departments have seen improved supplier onboarding experiences from CX efforts

Statistic 15

54% of procurement organizations use mobile apps to enhance customer interactions

Statistic 16

48% of procurement projects focus on improving post-service customer support

Statistic 17

67% of procurement teams leverage social media feedback to improve customer experience

Statistic 18

61% of procurement departments have integrated customer feedback into their supplier evaluation processes

Statistic 19

72% of procurement organizations plan to increase their investment in CX training for staff

Statistic 20

77% of procurement professionals report that CX improvements have led to faster issue resolution

Statistic 21

79% of procurement analysts say their CX-focused initiatives have resulted in increased transparency

Statistic 22

54% of organizations reported improved alignment between procurement and sales teams after CX enhancements

Statistic 23

69% of procurement professionals consider real-time data crucial for delivering better CX

Statistic 24

72% of procurement companies include CX metrics in their overall performance dashboards

Statistic 25

64% of procurement teams see a direct link between CX improvements and increased innovation

Statistic 26

80% of procurement managers believe that continuous feedback cycles improve CX

Statistic 27

55% of procurement professionals report that digital self-service portals greatly enhance customer experience

Statistic 28

71% of procurement teams have seen cost reductions as a result of CX-driven process improvements

Statistic 29

83% of firms prioritize customer experience as part of their procurement digital strategy

Statistic 30

78% of procurement organizations are trying to improve their onboarding process for new suppliers to enhance CX

Statistic 31

58% of procurement departments use customer journey mapping to identify CX gaps

Statistic 32

62% of procurement organizations have appointed dedicated CX roles or teams

Statistic 33

85% of procurement organizations measure customer satisfaction at multiple touchpoints

Statistic 34

51% of procurement professionals report that poor CX leads to increased supplier churn

Statistic 35

74% of procurement teams use customer feedback data for continuous improvement

Statistic 36

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

Statistic 37

Companies with strong procurement customer experience see a 20% higher renewal rate for suppliers

Statistic 38

78% of procurement leaders plan to invest in CX tools over the next year

Statistic 39

81% of procurement organizations have increased investments in CX initiatives in the last two years

Statistic 40

43% of procurement organizations plan to leverage AI for better customer service in the next year

Statistic 41

74% of procurement departments plan to adopt omnichannel communication strategies within the next year

Statistic 42

70% of organizations report a measurable ROI from their investment in procurement CX solutions

Statistic 43

60% of procurement companies are adopting voice technology to enhance customer engagement

Statistic 44

77% of procurement teams plan to implement more automation to improve CX

Statistic 45

70% of procurement organizations believe customer experience is a key differentiator

Statistic 46

89% of procurement professionals agree that digital transformation enhances customer experience

Statistic 47

75% of procurement managers believe customer experience impacts supplier relationships

Statistic 48

45% of procurement professionals report challenges in aligning CX goals with operational processes

Statistic 49

Nearly 50% of procurement professionals believe that CX directly affects their company's competitive advantage

Statistic 50

88% of procurement professionals agree that consistent and transparent communication boosts customer trust

Statistic 51

89% of procurement leaders see customer retention as a primary benefit of CX initiatives

Statistic 52

76% of procurement managers think that automation improves customer experience

Statistic 53

55% of procurement teams believe personalized customer experiences increase loyalty

Statistic 54

85% of procurement organizations believe that better CX leads to better compliance among suppliers

Statistic 55

83% of procurement leaders recognize the importance of emotional intelligence in delivering a superior CX

Statistic 56

68% of procurement teams believe that customer experience impacts their risk management strategies

Statistic 57

65% of procurement professionals say that enhanced CX leads to better risk mitigation

Statistic 58

75% of procurement leaders see customer experience as essential for sustainable procurement practices

Statistic 59

54% of procurement teams cite lack of employee training as a barrier to improving customer experience

Statistic 60

81% of procurement firms believe that integrating AI chatbots enhances customer engagement

Statistic 61

72% of procurement managers think that improved CX leads to lower procurement costs

Statistic 62

84% of procurement professionals agree that data privacy concerns impact customer trust

Statistic 63

69% of procurement organizations believe that CX initiatives support their innovation goals

Statistic 64

54% of companies see improved procurement efficiency after focusing on customer experience strategies

Statistic 65

82% of procurement leaders prioritize CX in their strategic planning

Statistic 66

69% of procurement organizations are developing targeted CX strategies for different supplier segments

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Key Highlights

86% of buyers are willing to pay more for better customer experience in procurement
70% of procurement organizations believe customer experience is a key differentiator
65% of procurement professionals say that improving customer satisfaction has increased their company’s revenue
Companies with strong procurement customer experience see a 20% higher renewal rate for suppliers
78% of procurement leaders plan to invest in CX tools over the next year
52% of procurement teams lack real-time insights to improve customer interactions
40% of procurement projects fail to meet customer expectations
89% of procurement professionals agree that digital transformation enhances customer experience
60% of procurement stakeholders view customized communication as critical to a positive customer experience
75% of procurement managers believe customer experience impacts supplier relationships
81% of procurement organizations have increased investments in CX initiatives in the last two years
67% of procurement vendors say customer feedback directly influences their service improvements
45% of procurement professionals report challenges in aligning CX goals with operational processes

Did you know that a staggering 86% of procurement buyers are willing to pay more for a superior customer experience, highlighting CX as the ultimate game-changer in the procurement industry?

Customer experience and feedback measurement

65% of procurement professionals say that improving customer satisfaction has increased their company’s revenue
52% of procurement teams lack real-time insights to improve customer interactions
40% of procurement projects fail to meet customer expectations
60% of procurement stakeholders view customized communication as critical to a positive customer experience
67% of procurement vendors say customer feedback directly influences their service improvements
78% of procurement teams use customer satisfaction surveys to evaluate supplier performance
65% of procurement organizations have reduced cycle times through CX-driven process improvements
73% of procurement teams have implemented or plan to implement customer-centric KPIs
69% of procurement firms report increased stakeholder satisfaction after CX improvements
58% of procurement managers cite poor communication as the main barrier to delivering a good customer experience
80% of procurement organizations find that improving CX reduces supplier complaints
66% of procurement analytics projects aim to enhance the customer journey
57% of procurement teams experience increased collaboration after deploying CX-focused tools
64% of procurement departments have seen improved supplier onboarding experiences from CX efforts
54% of procurement organizations use mobile apps to enhance customer interactions
48% of procurement projects focus on improving post-service customer support
67% of procurement teams leverage social media feedback to improve customer experience
61% of procurement departments have integrated customer feedback into their supplier evaluation processes
72% of procurement organizations plan to increase their investment in CX training for staff
77% of procurement professionals report that CX improvements have led to faster issue resolution
79% of procurement analysts say their CX-focused initiatives have resulted in increased transparency
54% of organizations reported improved alignment between procurement and sales teams after CX enhancements
69% of procurement professionals consider real-time data crucial for delivering better CX
72% of procurement companies include CX metrics in their overall performance dashboards
64% of procurement teams see a direct link between CX improvements and increased innovation
80% of procurement managers believe that continuous feedback cycles improve CX
55% of procurement professionals report that digital self-service portals greatly enhance customer experience
71% of procurement teams have seen cost reductions as a result of CX-driven process improvements
83% of firms prioritize customer experience as part of their procurement digital strategy
78% of procurement organizations are trying to improve their onboarding process for new suppliers to enhance CX
58% of procurement departments use customer journey mapping to identify CX gaps
62% of procurement organizations have appointed dedicated CX roles or teams
85% of procurement organizations measure customer satisfaction at multiple touchpoints
51% of procurement professionals report that poor CX leads to increased supplier churn
74% of procurement teams use customer feedback data for continuous improvement

Customer experience and feedback measurement Interpretation

Despite nearly universal acknowledgment that customer experience fuels revenue and enhances supplier relations, a significant gap remains—with over half of procurement teams lacking real-time insights and many projects failing to meet expectations—highlighting that without prioritizing tailored communication, feedback integration, and digital tools, procurement organizations risk losing their competitive edge in an increasingly customer-centric industry.

Customer willingness and expectations

86% of buyers are willing to pay more for better customer experience in procurement
Companies with strong procurement customer experience see a 20% higher renewal rate for suppliers

Customer willingness and expectations Interpretation

In the procurement world, investing in top-tier customer experience isn't just good service—it's a savvy strategy, as 86% of buyers are willing to pay a premium and companies enjoy a 20% boost in supplier renewal rates, proving that good relationships pay dividends.

Investment and technological adoption in procurement

78% of procurement leaders plan to invest in CX tools over the next year
81% of procurement organizations have increased investments in CX initiatives in the last two years
43% of procurement organizations plan to leverage AI for better customer service in the next year
74% of procurement departments plan to adopt omnichannel communication strategies within the next year
70% of organizations report a measurable ROI from their investment in procurement CX solutions
60% of procurement companies are adopting voice technology to enhance customer engagement
77% of procurement teams plan to implement more automation to improve CX

Investment and technological adoption in procurement Interpretation

With 78% of procurement leaders investing in CX tools and over 70% embracing AI, voice tech, and automation, the industry is proving that modern procurement is not just about cost savings but customer experience, transforming from backend process to frontline engagement.

Perceptions and beliefs of procurement professionals

70% of procurement organizations believe customer experience is a key differentiator
89% of procurement professionals agree that digital transformation enhances customer experience
75% of procurement managers believe customer experience impacts supplier relationships
45% of procurement professionals report challenges in aligning CX goals with operational processes
Nearly 50% of procurement professionals believe that CX directly affects their company's competitive advantage
88% of procurement professionals agree that consistent and transparent communication boosts customer trust
89% of procurement leaders see customer retention as a primary benefit of CX initiatives
76% of procurement managers think that automation improves customer experience
55% of procurement teams believe personalized customer experiences increase loyalty
85% of procurement organizations believe that better CX leads to better compliance among suppliers
83% of procurement leaders recognize the importance of emotional intelligence in delivering a superior CX
68% of procurement teams believe that customer experience impacts their risk management strategies
65% of procurement professionals say that enhanced CX leads to better risk mitigation
75% of procurement leaders see customer experience as essential for sustainable procurement practices
54% of procurement teams cite lack of employee training as a barrier to improving customer experience
81% of procurement firms believe that integrating AI chatbots enhances customer engagement
72% of procurement managers think that improved CX leads to lower procurement costs
84% of procurement professionals agree that data privacy concerns impact customer trust
69% of procurement organizations believe that CX initiatives support their innovation goals

Perceptions and beliefs of procurement professionals Interpretation

With nearly 90% of procurement professionals recognizing digital transformation and consistent communication as vital for boosting customer trust and retention, it's clear that in a landscape where 70% see CX as a key differentiator, bridging operational gaps and embracing AI-driven personalization are not just strategies but essentials for maintaining competitive advantage and sustainable supplier relationships.

Procurement leadership and strategic planning

54% of companies see improved procurement efficiency after focusing on customer experience strategies
82% of procurement leaders prioritize CX in their strategic planning
69% of procurement organizations are developing targeted CX strategies for different supplier segments

Procurement leadership and strategic planning Interpretation

With over half of companies boosting procurement efficiency through customer experience, and nearly nine out of ten procurement leaders making CX a strategic priority—especially tailoring approaches for supplier segments—it's clear that in procurement, winning customer experience isn’t just good practice; it’s essential for staying competitive.