GITNUXREPORT 2025

Customer Experience In The Promotional Products Industry Statistics

Exceptional customer experience drives loyalty, profit, personalization, and competitive success.

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

55% of customers will recommend a brand after one positive experience

Statistic 2

85% of consumers say that the customer experience they receive is as important as the products or services they purchase

Statistic 3

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

Statistic 4

52% of customers report that their expectations for a positive experience have increased in the past year

Statistic 5

50% of customers expect companies to respond to inquiries within 4 hours

Statistic 6

75% of customers expect consistent interactions across channels

Statistic 7

43% of consumers say they are willing to pay more for a better customer experience

Statistic 8

69% of customers feel that their expectations for personalization are higher than ever

Statistic 9

60% of companies say their main priority is improving customer experience

Statistic 10

53% of customers expect companies to anticipate their needs

Statistic 11

61% of consumers want more personalized customer service

Statistic 12

78% of customers believe that brands need to demonstrate they care about their customers more today than ever before

Statistic 13

65% of customer service teams use live chat to improve the customer experience

Statistic 14

50% of consumers expect companies to respond to questions or complaints within 24 hours

Statistic 15

76% of consumers expect brands to provide consistent service across all channels

Statistic 16

Companies that prioritize customer experience see a 60% higher profit margin than those that do not

Statistic 17

Businesses that excel at customer experience have a 10-15% higher revenue growth than those that do not

Statistic 18

73% of buyers point to customer experience as an important factor in their purchase decisions

Statistic 19

70% of buying experiences are based on how customers feel they are being treated

Statistic 20

80% of companies say they deliver a "superior" customer experience, but only 8% of customers agree

Statistic 21

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

Statistic 22

78% of consumers have backed out of a purchase because of surprise costs or fees, indicating the importance of transparent communication in customer experience

Statistic 23

72% of customers would recommend a brand that offers excellent customer service

Statistic 24

65% of consumers say a positive experience with a brand is more influential than great advertising

Statistic 25

Organizations that surpass customer expectations are 80% more likely to retain customers

Statistic 26

59% of consumers say they have stopped doing business because of a single bad experience

Statistic 27

73% of customers say a friendly service representative is the most important factor in a positive customer experience

Statistic 28

66% of customers say their experience with an iPad or tablet influences their overall satisfaction

Statistic 29

88% of customers are less likely to buy from a company after a bad experience

Statistic 30

67% of consumers use social media for customer service inquiries, indicating the importance of social channels in customer experience

Statistic 31

44% of consumers say that a personalized customer experience influences their likelihood to make a repeat purchase

Statistic 32

58% of consumers have stopped buying from a brand because of poor customer service

Statistic 33

83% of consumers say that they are more loyal to brands that listen to and act on their feedback

Statistic 34

62% of customers have stopped doing business with a company due to poor customer service

Statistic 35

49% of consumers have left a brand to try a competitor because of poor customer service

Statistic 36

82% of consumers have stopped doing business with a company due to poor communication

Statistic 37

90% of Americans say they have had a better customer experience with a company that provides personalized interactions

Statistic 38

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

Slide 1 of 38

Sources

Our Reports have been cited by:

Trust Badges - Publications that have cited our reports

Key Highlights

85% of consumers say that the customer experience they receive is as important as the products or services they purchase
Companies that prioritize customer experience see a 60% higher profit margin than those that do not
73% of buyers point to customer experience as an important factor in their purchase decisions
86% of buyers are willing to pay more for a better customer experience
70% of buying experiences are based on how customers feel they are being treated
52% of customers report that their expectations for a positive experience have increased in the past year
80% of companies say they deliver a "superior" customer experience, but only 8% of customers agree
Businesses that excel at customer experience have a 10-15% higher revenue growth than those that do not
62% of customers have stopped doing business with a company due to poor customer service
90% of Americans say they have had a better customer experience with a company that provides personalized interactions
50% of customers expect companies to respond to inquiries within 4 hours
75% of customers expect consistent interactions across channels
43% of consumers say they are willing to pay more for a better customer experience

In an industry where 85% of consumers equate the customer experience with product quality, mastering personalized, consistent, and responsive interactions has become the ultimate competitive edge for promotional products companies seeking higher profits and stronger loyalty.

Brand Reputation and Recommendations

55% of customers will recommend a brand after one positive experience

Brand Reputation and Recommendations Interpretation

With over half of customers willing to recommend a brand after just one positive experience, the promotional products industry underscores that a single memorable gesture cantransform casual consumers into loyal advocates.

Customer Expectations and Preferences

85% of consumers say that the customer experience they receive is as important as the products or services they purchase
86% of buyers are willing to pay more for a better customer experience
52% of customers report that their expectations for a positive experience have increased in the past year
50% of customers expect companies to respond to inquiries within 4 hours
75% of customers expect consistent interactions across channels
43% of consumers say they are willing to pay more for a better customer experience
69% of customers feel that their expectations for personalization are higher than ever
60% of companies say their main priority is improving customer experience
53% of customers expect companies to anticipate their needs
61% of consumers want more personalized customer service
78% of customers believe that brands need to demonstrate they care about their customers more today than ever before
65% of customer service teams use live chat to improve the customer experience
50% of consumers expect companies to respond to questions or complaints within 24 hours
76% of consumers expect brands to provide consistent service across all channels

Customer Expectations and Preferences Interpretation

In an age where nearly all consumers see customer experience as currency—willing to pay more, demand personalization, and expect swift, consistent responses—it's clear that in the promotional products industry, the true branding triumph lies less in what you give and more in how you make customers feel, respond, and anticipate their needs.

Customer Experience Impact

Companies that prioritize customer experience see a 60% higher profit margin than those that do not
Businesses that excel at customer experience have a 10-15% higher revenue growth than those that do not

Customer Experience Impact Interpretation

Prioritizing customer experience isn’t just good ethics—it's a lucrative strategy that can boost your profit margins by 60% and accelerate revenue growth by up to 15%, proving that happy customers truly pay off.

Customer Experience Impact and Loyalty

73% of buyers point to customer experience as an important factor in their purchase decisions
70% of buying experiences are based on how customers feel they are being treated
80% of companies say they deliver a "superior" customer experience, but only 8% of customers agree
78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience
78% of consumers have backed out of a purchase because of surprise costs or fees, indicating the importance of transparent communication in customer experience
72% of customers would recommend a brand that offers excellent customer service
65% of consumers say a positive experience with a brand is more influential than great advertising
Organizations that surpass customer expectations are 80% more likely to retain customers
59% of consumers say they have stopped doing business because of a single bad experience
73% of customers say a friendly service representative is the most important factor in a positive customer experience
66% of customers say their experience with an iPad or tablet influences their overall satisfaction
88% of customers are less likely to buy from a company after a bad experience
67% of consumers use social media for customer service inquiries, indicating the importance of social channels in customer experience
44% of consumers say that a personalized customer experience influences their likelihood to make a repeat purchase
58% of consumers have stopped buying from a brand because of poor customer service
83% of consumers say that they are more loyal to brands that listen to and act on their feedback

Customer Experience Impact and Loyalty Interpretation

Despite 80% of companies claiming to deliver superior customer experiences, a stark 92% of consumers recognize the disconnect, affirming that emotional treatment, transparency, and genuine personalization are the true drivers of loyalty and repeat business in the promotional products industry.

Customer Retention and Churn

62% of customers have stopped doing business with a company due to poor customer service
49% of consumers have left a brand to try a competitor because of poor customer service
82% of consumers have stopped doing business with a company due to poor communication

Customer Retention and Churn Interpretation

In the Promotional Products Industry, these statistics starkly reveal that exceptional customer service isn’t just a luxury—it's the very fabric of customer loyalty, with poor communication and service driving well over half of customers away—reminding us that in a competitive marketplace, it’s not just the quality of the product that counts, but the quality of the relationship.

Customer Service and Personalization

90% of Americans say they have had a better customer experience with a company that provides personalized interactions
91% of consumers are more likely to shop with brands that recognize, remember, and provide relevant offers and recommendations

Customer Service and Personalization Interpretation

These stats underscore a simple truth: in the promotional products industry, personalized interactions and relevant recognition aren’t just nice-to-haves—they’re the golden tickets to customer loyalty and competitive edge.