GITNUXREPORT 2025

Customer Experience In The Retail Industry Statistics

Excellent customer experience drives loyalty, retention, and higher profits significantly.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

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

Statistic 2

67% of customers say they have high expectations for brands to understand their individual preferences

Statistic 3

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

Statistic 4

54% of customers believe that personalized service influenced their purchasing decision

Statistic 5

78% of consumers expect companies to understand their unique needs

Statistic 6

67% of consumers are willing to pay more for a personalized shopping experience

Statistic 7

53% of shoppers expect personalized recommendations during their shopping experience

Statistic 8

69% of shoppers say they prefer stores that provide real-time inventory data online

Statistic 9

55% of customers prefer self-service options over human contact

Statistic 10

91% of customers say they are more likely to shop with brands that show they value their time

Statistic 11

61% of consumers are willing to pay more for a superior customer service experience

Statistic 12

70% of consumers expect a personalized experience from retail brands

Statistic 13

71% of consumers expect companies to personalize their shopping experiences

Statistic 14

63% of customers prefer multi-channel support, combining online and offline channels

Statistic 15

82% of customers are willing to pay a premium for a better service experience

Statistic 16

73% of customers say that friendly customer service representatives are key to their brand loyalty

Statistic 17

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

Statistic 18

89% of consumers began shopping again after a positive customer service experience

Statistic 19

60% of customers say that a happy customer experience makes them more loyal to a brand

Statistic 20

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

Statistic 21

80% of consumers say that the experience a company provides is as important as its products or services

Statistic 22

62% of consumers have changed their mind about a recommended product after a poor customer experience

Statistic 23

48% of consumers say that a positive customer experience with a brand encourages them to recommend it to others

Statistic 24

90% of consumers consider resolving their issue quickly as the most important aspect of customer service

Statistic 25

65% of consumers trust a brand more after they have a positive customer service experience

Statistic 26

85% of customers who have a good customer experience are more likely to purchase again

Statistic 27

58% of shoppers abandon a cart because they felt the checkout process was too complicated

Statistic 28

69% of consumers prefer chatbot interactions for quick customer service needs

Statistic 29

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

Statistic 30

95% of customers agree that customer service quality influences their loyalty

Statistic 31

71% of consumers feel frustrated when they have to repeat their issue to multiple agents

Statistic 32

44% of consumers say they are likely to recommend a brand that provides excellent customer service

Statistic 33

83% of customers say that quick resolution of their issues positively impacts their perception of a brand

Statistic 34

55% of consumers say they have had a better experience using live chat compared to other support channels

Statistic 35

65% of shoppers abandon their carts due to the checkout process being too complicated or lengthy

Statistic 36

50% of customers consider a positive customer service experience as a key factor in their loyalty

Statistic 37

36% of consumers say that bad customer service stops them from shopping with a retailer altogether

Statistic 38

61% of customers expect rapid responses from customer support, like within an hour

Statistic 39

79% of consumers say that they will buy from a retailer again after a positive customer service experience

Statistic 40

48% of consumers claim they are more likely to recommend a business that provides excellent customer service

Statistic 41

57% of consumers say that poor customer service affects their perception of a brand more than product quality

Statistic 42

74% of consumers want brands to prioritize effortless customer service interactions

Statistic 43

78% of customers say that they are more loyal to brands that proactively address their needs

Statistic 44

79% of shoppers say they are more likely to buy again after a positive customer service experience

Statistic 45

66% of customers say their loyalty depends on how well a company resolves issues

Statistic 46

83% of shoppers say they are more likely to do repeat business if the retailer provides excellent customer service

Statistic 47

59% of customers believe that their shopping experience would be more enjoyable with faster responses

Statistic 48

65% of consumers will share a positive customer experience on social media

Statistic 49

75% of consumers are more likely to buy again from a retailer that quickly resolves issues

Statistic 50

64% of customers want retailers to use their purchase history to improve future interactions

Statistic 51

50% of consumers say they avoid brands with poor customer service ratings

Statistic 52

77% of consumers rate customer experience as a critical factor in their loyalty

Statistic 53

52% of customers switched providers within the last year due to poor customer service

Statistic 54

63% of customers are more likely to return to a retailer that offers personalized experiences

Statistic 55

34% of customers say they would switch to a competitor after just one bad experience

Statistic 56

57% of customers have stopped doing business with a company due to poor customer service in the past year

Statistic 57

74% of customers are likely to reuse a brand after a positive experience

Statistic 58

84% of customers are more likely to shop again if a retailer offers a loyalty program

Statistic 59

48% of consumers have stopped doing business with a retailer after one poor customer service experience

Statistic 60

74% of consumers have switched brands due to poor customer experience

Statistic 61

84% of customers are more loyal to brands that offer personalized experiences

Statistic 62

80% of shoppers shop more frequently with brands that engage them through personalized marketing

Statistic 63

Omnichannel customers have a 30% higher lifetime value than those who shop using only one channel

Statistic 64

75% of consumers expect consistent interactions across all channels

Statistic 65

69% of consumers demand seamless experiences across all digital and physical touchpoints

Statistic 66

80% of consumers say that their purchase decisions are influenced by online reviews and ratings

Statistic 67

88% of consumers trust online reviews as much as personal recommendations

Statistic 68

92% of customers read reviews before making a purchase

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Sources

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Key Highlights

86% of customers are willing to pay more for a better customer experience
73% of customers say that friendly customer service representatives are key to their brand loyalty
52% of customers switched providers within the last year due to poor customer service
Omnichannel customers have a 30% higher lifetime value than those who shop using only one channel
78% of consumers have bailed on a transaction or not made an intended purchase because of poor service
89% of consumers began shopping again after a positive customer service experience
60% of customers say that a happy customer experience makes them more loyal to a brand
67% of customers say they have high expectations for brands to understand their individual preferences
70% of buying experiences are based on how the customer feels they are being treated
80% of consumers say that the experience a company provides is as important as its products or services
63% of customers are more likely to return to a retailer that offers personalized experiences
62% of consumers have changed their mind about a recommended product after a poor customer experience
48% of consumers say that a positive customer experience with a brand encourages them to recommend it to others

In a retail landscape where nearly nine out of ten consumers judge their loyalty based on service quality, delivering exceptional customer experiences has become the ultimate differentiator—and an essential driver of revenue and brand loyalty.

Customer Preferences and Willingness to Pay

86% of customers are willing to pay more for a better customer experience
67% of customers say they have high expectations for brands to understand their individual preferences
43% of customers say they are willing to pay more for a better customer experience
54% of customers believe that personalized service influenced their purchasing decision
78% of consumers expect companies to understand their unique needs
67% of consumers are willing to pay more for a personalized shopping experience
53% of shoppers expect personalized recommendations during their shopping experience
69% of shoppers say they prefer stores that provide real-time inventory data online
55% of customers prefer self-service options over human contact
91% of customers say they are more likely to shop with brands that show they value their time
61% of consumers are willing to pay more for a superior customer service experience
70% of consumers expect a personalized experience from retail brands
71% of consumers expect companies to personalize their shopping experiences
63% of customers prefer multi-channel support, combining online and offline channels
82% of customers are willing to pay a premium for a better service experience

Customer Preferences and Willingness to Pay Interpretation

In an era where 86% of customers would shell out extra for a superior experience and a staggering majority demand personalized, seamless, and efficient service, retail brands face the undeniable truth: delivering tailored, high-quality customer experiences isn't just a nicety—it's the new currency for competitive survival.

Customer Service and Satisfaction

73% of customers say that friendly customer service representatives are key to their brand loyalty
78% of consumers have bailed on a transaction or not made an intended purchase because of poor service
89% of consumers began shopping again after a positive customer service experience
60% of customers say that a happy customer experience makes them more loyal to a brand
70% of buying experiences are based on how the customer feels they are being treated
80% of consumers say that the experience a company provides is as important as its products or services
62% of consumers have changed their mind about a recommended product after a poor customer experience
48% of consumers say that a positive customer experience with a brand encourages them to recommend it to others
90% of consumers consider resolving their issue quickly as the most important aspect of customer service
65% of consumers trust a brand more after they have a positive customer service experience
85% of customers who have a good customer experience are more likely to purchase again
58% of shoppers abandon a cart because they felt the checkout process was too complicated
69% of consumers prefer chatbot interactions for quick customer service needs
72% of customers will share a positive service experience with six or more people
95% of customers agree that customer service quality influences their loyalty
71% of consumers feel frustrated when they have to repeat their issue to multiple agents
44% of consumers say they are likely to recommend a brand that provides excellent customer service
83% of customers say that quick resolution of their issues positively impacts their perception of a brand
55% of consumers say they have had a better experience using live chat compared to other support channels
65% of shoppers abandon their carts due to the checkout process being too complicated or lengthy
50% of customers consider a positive customer service experience as a key factor in their loyalty
36% of consumers say that bad customer service stops them from shopping with a retailer altogether
61% of customers expect rapid responses from customer support, like within an hour
79% of consumers say that they will buy from a retailer again after a positive customer service experience
48% of consumers claim they are more likely to recommend a business that provides excellent customer service
57% of consumers say that poor customer service affects their perception of a brand more than product quality
74% of consumers want brands to prioritize effortless customer service interactions
78% of customers say that they are more loyal to brands that proactively address their needs
79% of shoppers say they are more likely to buy again after a positive customer service experience
66% of customers say their loyalty depends on how well a company resolves issues
83% of shoppers say they are more likely to do repeat business if the retailer provides excellent customer service
59% of customers believe that their shopping experience would be more enjoyable with faster responses
65% of consumers will share a positive customer experience on social media
75% of consumers are more likely to buy again from a retailer that quickly resolves issues
64% of customers want retailers to use their purchase history to improve future interactions
50% of consumers say they avoid brands with poor customer service ratings
77% of consumers rate customer experience as a critical factor in their loyalty

Customer Service and Satisfaction Interpretation

With 95% of consumers agreeing that service quality shapes loyalty and only a fraction tolerating complicated checkouts or repetitive issues, it's clear that in retail, exceptional customer service isn't just an extra—it's the checkout to lasting loyalty; after all, happy customers not only buy again but also become your most vocal brand ambassadors.

Customer Switching Behavior and Loyalty

52% of customers switched providers within the last year due to poor customer service
63% of customers are more likely to return to a retailer that offers personalized experiences
34% of customers say they would switch to a competitor after just one bad experience
57% of customers have stopped doing business with a company due to poor customer service in the past year
74% of customers are likely to reuse a brand after a positive experience
84% of customers are more likely to shop again if a retailer offers a loyalty program
48% of consumers have stopped doing business with a retailer after one poor customer service experience
74% of consumers have switched brands due to poor customer experience
84% of customers are more loyal to brands that offer personalized experiences
80% of shoppers shop more frequently with brands that engage them through personalized marketing

Customer Switching Behavior and Loyalty Interpretation

In an era where nearly half of customers ditch providers after one bad experience and over 80% reward brands that personalizes and engages, retail success hinges on turning customer service from a cost into a competitive advantage—because in retail, personalized care isn't just a nicety, it's the new currency of loyalty.

Impact of Omnichannel Experiences

Omnichannel customers have a 30% higher lifetime value than those who shop using only one channel
75% of consumers expect consistent interactions across all channels
69% of consumers demand seamless experiences across all digital and physical touchpoints

Impact of Omnichannel Experiences Interpretation

These figures underscore that in retail, a smooth, unified omnichannel experience isn't just a nicety—it's the secret to turning casual shoppers into lifetime advocates willing to invest 30% more, proving that consistency across screens and shelves is the new currency of customer loyalty.

Influence of Reviews and Brand Perception

80% of consumers say that their purchase decisions are influenced by online reviews and ratings
88% of consumers trust online reviews as much as personal recommendations
92% of customers read reviews before making a purchase

Influence of Reviews and Brand Perception Interpretation

With nearly all shoppers consulting reviews beforehand and trusting them as much as personal recommendations, the retail industry’s future balance hinges on cultivating sterling online feedback; ignore it, and you risk losing 92% of potential buyers before they've even stepped into your store.