GITNUXREPORT 2025

Customer Experience In The Sales Industry Statistics

Customer experience significantly boosts loyalty, sales, and willingness to pay more.

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

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

Statistic 2

73% of customers say customer experience is an important factor in their purchasing decisions

Statistic 3

64% of consumers expect companies to respond and interact with them in real-time

Statistic 4

91% of customers are more likely to shop with brands that provide offers and recommendations that are relevant to them

Statistic 5

67% of consumers say they have higher expectations for customer service now than they did before

Statistic 6

54% of customers say that companies need to do a better job at personalizing their interactions

Statistic 7

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

Statistic 8

79% of customers say brands need to demonstrate empathy to improve the customer experience

Statistic 9

60% of consumers say they have higher expectations for customer service since the COVID-19 pandemic

Statistic 10

62% of consumers expect companies to offer support through multiple channels, including social media, email, and chat

Statistic 11

40% of consumers say they prefer self-service options for resolving issues

Statistic 12

66% of consumers say personalized experiences influence their purchasing decisions

Statistic 13

40% of consumers report they have increased their online shopping during the pandemic due to better digital CX

Statistic 14

70% of buyers say they have higher expectations for customer service than they did a year ago

Statistic 15

59% of consumers prefer to shop from brands that recognize them by name and offer personalized discounts

Statistic 16

76% of consumers expect companies to understand their needs and preferences

Statistic 17

92% of customers consider an immediate response essential when they have a customer service query

Statistic 18

60% of buyers say they prefer companies that offer self-service options for support

Statistic 19

55% of consumers are willing to pay more for a brand that provides excellent customer service

Statistic 20

80% of consumers say that their experience with a company is as important as its products and services

Statistic 21

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

Statistic 22

52% of consumers will switch brands if they have a poor customer service experience

Statistic 23

65% of customers say a positive customer service experience influences their brand loyalty

Statistic 24

58% of consumers have stopped doing business with a company due to poor customer service

Statistic 25

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

Statistic 26

58% of consumers are willing to pay more for a better customer experience

Statistic 27

85% of customers are more likely to buy from a company that offers a seamless experience across channels

Statistic 28

55% of consumers say they’ve abandoned a brand after just one bad experience

Statistic 29

75% of consumers consider customer service to be an important factor in their brand loyalty

Statistic 30

85% of companies agree that improving customer experience is a key priority

Statistic 31

Companies that lead in customer experience outperform their competitors by 80% in revenue growth

Statistic 32

54% of consumers say that good customer service influences their brand preference

Statistic 33

83% of consumers say that their experience with a company is as important as its products or services

Statistic 34

44% of consumers say they are likely to share a bad customer experience online

Statistic 35

77% of consumers say that meaningful interactions are a key factor in their loyalty to a brand

Statistic 36

61% of consumers have stopped buying from a company after a poor customer experience

Statistic 37

94% of consumers are likely to recommend brands with excellent customer service

Statistic 38

65% of consumers say that a positive customer experience influences their brand loyalty

Statistic 39

63% of buyers will stop doing business with a brand that provides a poor customer experience

Statistic 40

91% of customers would recommend a brand after a positive interaction

Statistic 41

89% of consumers are more loyal to companies that personalize their messaging

Statistic 42

68% of consumers are less likely to buy from a company after a poor service experience

Statistic 43

74% of consumers get frustrated when they have to repeat their problem to multiple representatives

Statistic 44

78% of customers have backed out of a purchase due to poor customer service

Statistic 45

70% of customers would buy more from a company that addresses their inquiries quickly

Slide 1 of 45

Sources

Our Reports have been cited by:

Trust Badges - Publications that have cited our reports

Key Highlights

86% of buyers are willing to pay more for a better customer experience
73% of customers say customer experience is an important factor in their purchasing decisions
80% of consumers say that their experience with a company is as important as its products and services
70% of buying experiences are based on how the customer feels they are being treated
64% of consumers expect companies to respond and interact with them in real-time
52% of consumers will switch brands if they have a poor customer service experience
91% of customers are more likely to shop with brands that provide offers and recommendations that are relevant to them
77% of consumers say that meaningful interactions are a key factor in their loyalty to a brand
65% of customers say a positive customer service experience influences their brand loyalty
58% of consumers have stopped doing business with a company due to poor customer service
67% of consumers say they have higher expectations for customer service now than they did before
54% of customers say that companies need to do a better job at personalizing their interactions
61% of consumers have stopped buying from a company after a poor customer experience

Did you know that 86% of buyers are willing to pay more for a better customer experience, making it the paramount factor shaping sales success today?

Customer Expectations and Preferences

86% of buyers are willing to pay more for a better customer experience
73% of customers say customer experience is an important factor in their purchasing decisions
64% of consumers expect companies to respond and interact with them in real-time
91% of customers are more likely to shop with brands that provide offers and recommendations that are relevant to them
67% of consumers say they have higher expectations for customer service now than they did before
54% of customers say that companies need to do a better job at personalizing their interactions
86% of buyers are willing to pay more for a better customer experience
79% of customers say brands need to demonstrate empathy to improve the customer experience
60% of consumers say they have higher expectations for customer service since the COVID-19 pandemic
62% of consumers expect companies to offer support through multiple channels, including social media, email, and chat
40% of consumers say they prefer self-service options for resolving issues
66% of consumers say personalized experiences influence their purchasing decisions
40% of consumers report they have increased their online shopping during the pandemic due to better digital CX
70% of buyers say they have higher expectations for customer service than they did a year ago
59% of consumers prefer to shop from brands that recognize them by name and offer personalized discounts
76% of consumers expect companies to understand their needs and preferences
92% of customers consider an immediate response essential when they have a customer service query
60% of buyers say they prefer companies that offer self-service options for support
55% of consumers are willing to pay more for a brand that provides excellent customer service

Customer Expectations and Preferences Interpretation

In an era where 86% of buyers are willing to pay a premium for a superior experience and 92% demand immediate response, the real challenge—and opportunity—lies in companies seamlessly blending personalization, empathy, and multi-channel support to meet the ever-escalating customer expectations shaped by a pandemic-driven digital renaissance.

Customer Experience and Satisfaction

80% of consumers say that their experience with a company is as important as its products and services
70% of buying experiences are based on how the customer feels they are being treated
52% of consumers will switch brands if they have a poor customer service experience
65% of customers say a positive customer service experience influences their brand loyalty
58% of consumers have stopped doing business with a company due to poor customer service
70% of buying experiences are based on how the customer feels they are being treated
58% of consumers are willing to pay more for a better customer experience
85% of customers are more likely to buy from a company that offers a seamless experience across channels
55% of consumers say they’ve abandoned a brand after just one bad experience
75% of consumers consider customer service to be an important factor in their brand loyalty
85% of companies agree that improving customer experience is a key priority
Companies that lead in customer experience outperform their competitors by 80% in revenue growth
54% of consumers say that good customer service influences their brand preference
83% of consumers say that their experience with a company is as important as its products or services
44% of consumers say they are likely to share a bad customer experience online

Customer Experience and Satisfaction Interpretation

In a marketplace where 80% of consumers equate their experience as vital as the product itself and 85% of companies prioritize customer experience, it's clear that treating customers well isn’t just good manners—it's good business, as failing to do so can mean losing over half your clientele faster than you can say "bad review."

Customer Loyalty and Advocacy

77% of consumers say that meaningful interactions are a key factor in their loyalty to a brand
61% of consumers have stopped buying from a company after a poor customer experience
94% of consumers are likely to recommend brands with excellent customer service
65% of consumers say that a positive customer experience influences their brand loyalty
63% of buyers will stop doing business with a brand that provides a poor customer experience
91% of customers would recommend a brand after a positive interaction
89% of consumers are more loyal to companies that personalize their messaging
68% of consumers are less likely to buy from a company after a poor service experience

Customer Loyalty and Advocacy Interpretation

In a landscape where nearly all consumers will recommend brands that treat them well and remain loyal to those that personalize and engage meaningfully, the stark truth is that poor customer experiences threaten a company's bottom line; indeed, with over 60% abandoning brands after bad experiences, the message is clear: in sales, quality interactions are the real currency of loyalty.

Customer Service and Support

74% of consumers get frustrated when they have to repeat their problem to multiple representatives
78% of customers have backed out of a purchase due to poor customer service
70% of customers would buy more from a company that addresses their inquiries quickly

Customer Service and Support Interpretation

These statistics underscore that in the sales industry, swift and seamless customer service isn’t just a courtesy—it's the currency of loyalty, with nearly three-quarters of consumers ready to jump ship over repetition and nearly as many willing to spend more when their questions are swiftly addressed.