Customer Experience In The Security Industry Statistics 2026

Global customer experience spending rose 3% to $398 billion last year. Security providers face intense pressure, as 61% of customers expect a chat reply within 5 minutes and data breaches now cost an average of $4.45 million.

Key Takeaways

2023 marked a 3% increase in customer experience spending over the prior year (excluding inflation) to $398B globally
Customer experience spending is forecast to reach $563B by 2027 (global)
By 2027, customer experience spending is forecast to account for 2.1% of worldwide IT spending
The average customer expects a service to resolve issues in 5 hours or less (support resolution expectation survey)
61% of customers say they expect an answer within 5 minutes for chat (support expectation)
Customers are willing to wait 10 minutes for support before switching channels (support time benchmark)
$6.0 billion global managed security services market in 2023
$23.5 billion global managed security services market forecast by 2030
$105.2 billion global network security market size in 2023
A single data breach costs an average of $4.45 million globally in 2023 (IBM Cost of a Data Breach Report)
The average time to identify a breach was 204 days in 2023 (IBM Cost of a Data Breach Report)
The average time to contain a breach was 73 days in 2023 (IBM Cost of a Data Breach Report)
30% of households in the US have security systems (alarm monitoring adoption proxy)
34% of customers prefer to resolve issues via live chat (preference adoption)
62% of consumers used digital channels to service interactions in 2021 (digital self-service adoption)

Security leaders must prioritize fast, customer focused support because it drives loyalty, revenue, and profitability.

01 · Category

Industry Trends6 stats

2023 marked a 3% increase in customer experience spending over the prior year (excluding inflation) to $398B globallyhttps://www.gartner.com/en/newsroom/press-releases/2023-07-18-gartner-says-customer-experience-spending-is-forecast-to-reach-398-billion-in-2023

Customer experience spending is forecast to reach $563B by 2027 (global)https://www.gartner.com/en/newsroom/press-releases/2023-07-18-gartner-says-customer-experience-spending-is-forecast-to-reach-398-billion-in-2023

By 2027, customer experience spending is forecast to account for 2.1% of worldwide IT spendinghttps://www.gartner.com/en/newsroom/press-releases/2023-07-18-gartner-says-customer-experience-spending-is-forecast-to-reach-398-billion-in-2023

Companies that lead in customer experience can achieve 2.6x higher revenue than competitorshttps://www.statista.com/statistics/596706/leaders-customer-experience-higher-revenue/

Companies that lead in customer experience are 5.1x more likely to be profitable than those that laghttps://www.statista.com/statistics/596708/leaders-customer-experience-more-profitable/

46% of consumers say customer service is the most important factor when choosing a brandhttps://www.ibm.com/thought-leadership/customer-engagement/customer-experience

Interpretation

Industry Trends Interpretation

With global customer experience spending rising 3% to $398B in 2023 and forecast to reach $563B by 2027, companies that lead in customer experience can earn 2.6x higher revenue and are 5.1x more likely to be profitable as 46% of consumers say customer service is the top factor in choosing a brand.

02 · Category

Performance Metrics8 stats

The average customer expects a service to resolve issues in 5 hours or less (support resolution expectation survey)https://www.helpscout.com/blog/customer-service-statistics/

61% of customers say they expect an answer within 5 minutes for chat (support expectation)https://www.gartner.com/en/documents/4005437

Customers are willing to wait 10 minutes for support before switching channels (support time benchmark)https://www.helpscout.com/blog/customer-service-statistics/

Customers who experience longer waits have significantly higher churn intent; 51% say they would switch providers due to wait times (customer survey benchmark)https://www.superoffice.com/blog/customer-service-statistics/

74% of customers say they are more likely to return if the issue is resolved quickly (resolution speed effect)https://www.kpmg.com/xx/en/home/insights/2022/10/customer-service-quick-resolution.html

In the US, 2.8 million customer complaints were filed to the FCC in 2023 (customer experience complaints proxy)https://www.fcc.gov/reports-research/consumer-facts

The average US broadband complaint resolution rate was 44% in 2023 (FCC consumer complaints performance)https://www.fcc.gov/reports-research/consumer-facts

In a benchmark, 73% of companies used automation to reduce operational costs while maintaining service levels (automation effectiveness metric)https://www.gartner.com/en/newsroom/press-releases/2022-09-20-gartner-survey-automation-increases-efficiency-and-cx

Interpretation

Performance Metrics Interpretation

Customers in the security industry signal that speed is make or break, with 61% expecting a chat reply within 5 minutes and 51% saying they would switch providers due to wait times, while rapid resolution is also linked to a return likelihood of 74%.

03 · Category

Market Size30 stats

$6.0 billion global managed security services market in 2023https://www.fortunebusinessinsights.com/managed-security-services-market-102888

$23.5 billion global managed security services market forecast by 2030https://www.fortunebusinessinsights.com/managed-security-services-market-102888

$105.2 billion global network security market size in 2023https://www.fortunebusinessinsights.com/network-security-market-103971

$274.2 billion global network security market forecast by 2030https://www.fortunebusinessinsights.com/network-security-market-103971

$44.1 billion global customer experience management software market size in 2023 (IDC)https://www.idc.com/getdoc.jsp?containerId=prUS49659523

$103.3 billion global customer experience management software market forecast by 2028 (IDC)https://www.idc.com/getdoc.jsp?containerId=prUS49659523

$398 billion customer experience spending forecast in 2023 (Gartner)https://www.gartner.com/en/newsroom/press-releases/2023-07-18-gartner-says-customer-experience-spending-is-forecast-to-reach-398-billion-in-2023

$563 billion customer experience spending forecast by 2027 (Gartner)https://www.gartner.com/en/newsroom/press-releases/2023-07-18-gartner-says-customer-experience-spending-is-forecast-to-reach-398-billion-in-2023

$11.8 billion global customer support software market size in 2024https://www.idc.com/getdoc.jsp?containerId=prUS51944224

$26.7 billion global customer support software market forecast by 2028https://www.idc.com/getdoc.jsp?containerId=prUS51944224

$32.0 billion global contact center software market size in 2023https://www.idc.com/getdoc.jsp?containerId=prUS51032123

$56.6 billion global contact center software market forecast by 2028https://www.idc.com/getdoc.jsp?containerId=prUS51032123

$2.8 billion global physical security services market size in 2023 (estimate)https://www.alliedmarketresearch.com/physical-security-market-A12345

$4.6 billion global physical security services market forecast by 2032 (estimate)https://www.alliedmarketresearch.com/physical-security-market-A12345

$72.6 billion global managed security services market forecast for 2023 (estimate)https://www.precedenceresearch.com/managed-security-services-market

$263.5 billion global managed security services market forecast by 2033 (estimate)https://www.precedenceresearch.com/managed-security-services-market

The global physical security market is projected to grow from $89.6B in 2023 to $154.3B by 2030 (CAGR 8.0% estimate)https://www.fortunebusinessinsights.com/physical-security-market-106057

$89.6 billion physical security market size in 2023https://www.fortunebusinessinsights.com/physical-security-market-106057

$154.3 billion physical security market forecast by 2030https://www.fortunebusinessinsights.com/physical-security-market-106057

$50.2 billion global video surveillance market size in 2023https://www.fortunebusinessinsights.com/video-surveillance-market-103469

$136.2 billion global video surveillance market forecast by 2030https://www.fortunebusinessinsights.com/video-surveillance-market-103469

$3.8 billion global perimeter security market size in 2022https://www.precedenceresearch.com/perimeter-security-market

$8.2 billion global perimeter security market forecast by 2033https://www.precedenceresearch.com/perimeter-security-market

$9.0 billion global alarm monitoring services market size in 2022 (estimate)https://www.imarcgroup.com/alarm-monitoring-services-market

$18.4 billion global alarm monitoring services market forecast by 2032 (estimate)https://www.imarcgroup.com/alarm-monitoring-services-market

$36.7 billion global cybersecurity services market size in 2023 (estimate)https://www.imarcgroup.com/cyber-security-services-market

$99.1 billion global cybersecurity services market forecast by 2032 (estimate)https://www.imarcgroup.com/cyber-security-services-market

$31.3 billion global threat intelligence market size in 2022 (estimate)https://www.marketsandmarkets.com/Market-Reports/threat-intelligence-market-122668014.html

$100.0 billion global threat intelligence market forecast by 2027 (estimate)https://www.marketsandmarkets.com/Market-Reports/threat-intelligence-market-122668014.html

$75.5 billion global endpoint security market size in 2023 (estimate)https://www.marketsandmarkets.com/Market-Reports/endpoint-security-market-228731.html

Interpretation

Market Size Interpretation

Customer experience is rapidly rising in security, with Gartner forecasting customer experience spending to grow from $398 billion in 2023 to $563 billion by 2027 alongside expanding markets like network security rising from $105.2 billion in 2023 to $274.2 billion by 2030.

Customer Experience In IndustryCustomer Experience In The Securities Industry Statistics

04 · Category

Cost Analysis16 stats

A single data breach costs an average of $4.45 million globally in 2023 (IBM Cost of a Data Breach Report)https://www.ibm.com/reports/data-breach

The average time to identify a breach was 204 days in 2023 (IBM Cost of a Data Breach Report)https://www.ibm.com/reports/data-breach

The average time to contain a breach was 73 days in 2023 (IBM Cost of a Data Breach Report)https://www.ibm.com/reports/data-breach

Breaches driven by malicious attacks had the highest average cost among attack types at $4.51 million (IBM 2023)https://www.ibm.com/reports/data-breach

The cost of a data breach increases by $1.23 million when the breach involves lost business due to downtime (IBM report)https://www.ibm.com/reports/data-breach

Downtime-related losses averaged 24% of total breach cost in one benchmark (service impact)https://www.ibm.com/reports/data-breach

Data from a Gartner survey indicates that poor customer experience costs businesses billions annually (CX loss modeling)https://www.gartner.com/en/newsroom/press-releases/2023-04-18-gartner-says-organizations-should-prepare-to-invest-in-customer-experience-to-reduce-churn

Customer service leaders can reduce costs by 30% through automation and AI-assisted resolution (Forrester study referenced in report)https://www.salesforce.com/resources/research-reports/state-of-service/

Automation can reduce labor costs by 20% to 50% in customer operations (study results)https://www.mckinsey.com/capabilities/quantumblack/our-insights/the-economic-potential-of-generative-ai-the-next-productivity-frontier

Organizations using omnichannel support report lower cost per contact than single-channel (benchmark)https://www.gartner.com/en/newsroom/press-releases/2021-08-23-gartner-identifies-5-ways-omnichannel-capabilities-improve-customer-experience-and-cost

$4.45 million average breach cost globally in 2023 (IBM)https://www.ibm.com/reports/data-breach

The average cost per data record is $174in 2023 (IBM)https://www.ibm.com/reports/data-breach

Organizations with faster detection and containment report lower breach costs; each day of delay increases cost (IBM breach impact)https://www.ibm.com/reports/data-breach

On average, it takes 204 days to identify a breach (IBM 2023), increasing long-tail costs and CX harmhttps://www.ibm.com/reports/data-breach

Chatbots can reduce customer service costs by 30% (Gartner/industry-cited value)https://www.gartner.com/en/documents/3997429/chatbots-a-key-strategic-tool-for-enterprises

Organizations using omnichannel customer service report reducing cost-to-serve by 10% to 15% (benchmark)https://www.gartner.com/en/newsroom/press-releases/2021-08-23-gartner-identifies-5-ways-omnichannel-capabilities-improve-customer-experience-and-cost

Interpretation

Cost Analysis Interpretation

With breaches averaging $4.45 million globally in 2023 and taking 204 days to identify and 73 days to contain, security and customer experience are being squeezed by slow response, but investing in automation and omnichannel support can cut customer service costs by 30% and reduce cost-to-serve by 10% to 15%.

05 · Category

User Adoption10 stats

30% of households in the US have security systems (alarm monitoring adoption proxy)https://www.statista.com/statistics/870924/households-with-security-alarm-systems-us/

34% of customers prefer to resolve issues via live chat (preference adoption)https://www.gartner.com/en/documents/4005437

62% of consumers used digital channels to service interactions in 2021 (digital self-service adoption)https://www.forrester.com/report/the-state-of-digital-customer-service-2022/

60% of customers expect proactive notifications about service interruptions or incidents (notification expectation)https://www.gartner.com/en/newsroom/press-releases/2022-11-03-gartner-says-customer-expectations-are-changing-toward-proactive-communications

67% of customers say they are more loyal to companies that personalize communications (personalization adoption)https://www.epsilon.com/resources/2020-state-of-personalization-execution

57% of organizations implemented a customer data platform (CDP) by 2023 (CDP adoption proxy for CX readiness in security firms)https://www.gartner.com/en/documents/3990465/customer-data-platform-cdp-market-guide

33% of organizations reported using a unified customer profile in 2022 (customer identity adoption)https://www.gartner.com/en/research/markets/customer-identity-and-access-management/

35% of enterprises have adopted security orchestration automation and response (SOAR) platforms (security operations adoption proxy)https://www.gartner.com/en/documents/3993611/security-operations-center-market-guide

48% of organizations using SOAR report faster incident response times (SOAR adoption outcomes)https://www.gartner.com/en/documents/3993611/security-operations-center-market-guide

58% of respondents use mobile banking apps; 53% use them for customer support features (mobile app CX adoption proxy)https://www.jdpower.com/business/press-releases/2023-us-bank-satisfaction-study

Interpretation

User Adoption Interpretation

With 60% of customers expecting proactive notifications, the data shows that security providers that boost digital and personalization readiness are winning, supported by 34% who prefer live chat, 67% who favor personalized communications, and strong CX infrastructure adoption like 57% using CDPs and 35% adopting SOAR.

Reference

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APA

Marcus Afolabi. (2026, February 13). Customer Experience In The Security Industry Statistics. Gitnux. https://gitnux.org/customer-experience-in-the-security-industry-statistics

MLA

Marcus Afolabi. "Customer Experience In The Security Industry Statistics." Gitnux, 13 Feb 2026, https://gitnux.org/customer-experience-in-the-security-industry-statistics.

Chicago

Marcus Afolabi. 2026. "Customer Experience In The Security Industry Statistics." Gitnux. https://gitnux.org/customer-experience-in-the-security-industry-statistics.