GITNUXREPORT 2025

Customer Experience In The Security Industry Statistics

Enhanced customer experience boosts retention, satisfaction, and sales in security industry.

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 customers are willing to pay more for better customer experience in security services

Statistic 2

65% of security service customers expect real-time updates during an incident

Statistic 3

78% of clients consider quick response time the most critical factor in security customer satisfaction

Statistic 4

83% of security customers prefer digital interfaces for service requests

Statistic 5

60% of customers expect security companies to offer self-service options

Statistic 6

69% of customers rate proactive security alerts as highly valuable

Statistic 7

55% of security customers expect 24/7 customer support

Statistic 8

71% of security customers trust providers with transparent pricing

Statistic 9

65% of security service users prefer quick and easy onboarding processes

Statistic 10

87% of customers want personalized security alerts and notifications

Statistic 11

40% of security customers consider excellent CX as a primary factor in choosing a provider

Statistic 12

57% of security service users want predictive security based on data analytics

Statistic 13

78% of security customers appreciate mobile support options during an incident

Statistic 14

72% of security service customers desire seamless integration with existing security systems

Statistic 15

58% of security customers prefer automated reporting for incident documentation

Statistic 16

45% of security clients seek transparent and honest communication during incidents

Statistic 17

54% of security providers have seen an increase in customer satisfaction after implementing AI-powered support

Statistic 18

89% of security firms believe CX improvements lead to increased sales

Statistic 19

68% of security customers say clear communication improves their overall experience

Statistic 20

45% of security providers use customer feedback to refine their services

Statistic 21

59% of security companies report a positive ROI from investing in CX tools

Statistic 22

72% of security customers have left a provider over poor customer service

Statistic 23

82% of security companies track customer satisfaction metrics regularly

Statistic 24

58% of security firms have integrated mobile apps to enhance CX

Statistic 25

47% of security companies see CX improvements as a key differentiation strategy

Statistic 26

64% of security companies report higher customer satisfaction after deploying IoT devices

Statistic 27

52% of security clients use online portals to manage their services

Statistic 28

73% of security businesses see CX initiatives positively impact reputation

Statistic 29

59% of security companies plan to increase investment in customer experience technologies in the next year

Statistic 30

76% of security providers report resolving customer issues faster after CX initiatives

Statistic 31

81% of customers are more likely to recommend a security provider after a positive CX experience

Statistic 32

67% of security firms have dedicated teams for customer experience management

Statistic 33

74% of security companies use customer journey maps to improve service touchpoints

Statistic 34

44% of security clients feel more valued when providers proactively communicate updates

Statistic 35

87% of security firms believe that investing in staff training improves CX

Statistic 36

66% of security businesses believe AI-driven analytics help personalize customer experiences

Statistic 37

80% of security providers consider CX a core part of their strategic growth

Statistic 38

63% of security companies see customer experience as a competitive advantage

Statistic 39

49% of security firms report higher customer satisfaction scores after implementing chatbots

Statistic 40

62% of security companies believe that faster troubleshooting enhances customer satisfaction

Statistic 41

70% of security providers utilize remote monitoring systems to improve customer CX

Statistic 42

65% of security firms report that proactive customer engagement reduces complaints

Statistic 43

77% of security customers are satisfied with mobile app usability

Statistic 44

70% of security companies report improved customer retention through enhanced CX strategies

Statistic 45

77% of security providers say customer loyalty depends heavily on experience quality

Statistic 46

53% of security providers report increased customer lifetime value after CX improvements

Statistic 47

84% of security providers see better customer retention after deploying integrated CRM solutions

Statistic 48

69% of security providers use artificial intelligence to enhance customer interaction

Statistic 49

54% of security businesses use cloud-based platforms for better customer data management

Slide 1 of 49

Sources

Our Reports have been cited by:

Trust Badges - Publications that have cited our reports

Key Highlights

86% of customers are willing to pay more for better customer experience in security services
70% of security companies report improved customer retention through enhanced CX strategies
65% of security service customers expect real-time updates during an incident
78% of clients consider quick response time the most critical factor in security customer satisfaction
54% of security providers have seen an increase in customer satisfaction after implementing AI-powered support
89% of security firms believe CX improvements lead to increased sales
68% of security customers say clear communication improves their overall experience
45% of security providers use customer feedback to refine their services
83% of security customers prefer digital interfaces for service requests
59% of security companies report a positive ROI from investing in CX tools
72% of security customers have left a provider over poor customer service
60% of customers expect security companies to offer self-service options
77% of security providers say customer loyalty depends heavily on experience quality

Did you know that a staggering 86% of customers are willing to pay more for exceptional security services, highlighting how transforming customer experience is revolutionizing the security industry?

Customer Expectations and Preferences

86% of customers are willing to pay more for better customer experience in security services
65% of security service customers expect real-time updates during an incident
78% of clients consider quick response time the most critical factor in security customer satisfaction
83% of security customers prefer digital interfaces for service requests
60% of customers expect security companies to offer self-service options
69% of customers rate proactive security alerts as highly valuable
55% of security customers expect 24/7 customer support
71% of security customers trust providers with transparent pricing
65% of security service users prefer quick and easy onboarding processes
87% of customers want personalized security alerts and notifications
40% of security customers consider excellent CX as a primary factor in choosing a provider
57% of security service users want predictive security based on data analytics
78% of security customers appreciate mobile support options during an incident
72% of security service customers desire seamless integration with existing security systems
58% of security customers prefer automated reporting for incident documentation
45% of security clients seek transparent and honest communication during incidents

Customer Expectations and Preferences Interpretation

In an era where 86% of security customers are willing to pay more for superior experience, the industry must pivot from traditional response to proactive, transparent, and digitally seamless services—because when 87% crave personalized alerts and 78% demand mobile support, security providers that embrace data-driven, user-centric solutions will be the ones truly securing both trust and loyalty.

Customer Experience and Satisfaction

54% of security providers have seen an increase in customer satisfaction after implementing AI-powered support
89% of security firms believe CX improvements lead to increased sales
68% of security customers say clear communication improves their overall experience
45% of security providers use customer feedback to refine their services
59% of security companies report a positive ROI from investing in CX tools
72% of security customers have left a provider over poor customer service
82% of security companies track customer satisfaction metrics regularly
58% of security firms have integrated mobile apps to enhance CX
47% of security companies see CX improvements as a key differentiation strategy
64% of security companies report higher customer satisfaction after deploying IoT devices
52% of security clients use online portals to manage their services
73% of security businesses see CX initiatives positively impact reputation
59% of security companies plan to increase investment in customer experience technologies in the next year
76% of security providers report resolving customer issues faster after CX initiatives
81% of customers are more likely to recommend a security provider after a positive CX experience
67% of security firms have dedicated teams for customer experience management
74% of security companies use customer journey maps to improve service touchpoints
44% of security clients feel more valued when providers proactively communicate updates
87% of security firms believe that investing in staff training improves CX
66% of security businesses believe AI-driven analytics help personalize customer experiences
80% of security providers consider CX a core part of their strategic growth
63% of security companies see customer experience as a competitive advantage
49% of security firms report higher customer satisfaction scores after implementing chatbots
62% of security companies believe that faster troubleshooting enhances customer satisfaction
70% of security providers utilize remote monitoring systems to improve customer CX
65% of security firms report that proactive customer engagement reduces complaints
77% of security customers are satisfied with mobile app usability

Customer Experience and Satisfaction Interpretation

In an industry where customer trust is paramount, security providers are increasingly turning to AI, IoT, and seamless communication—not just to safeguard assets but to elevate satisfaction levels, proving that a proactive, tech-driven approach ultimately fortifies both reputation and revenue.

Customer Loyalty and Engagement

70% of security companies report improved customer retention through enhanced CX strategies
77% of security providers say customer loyalty depends heavily on experience quality
53% of security providers report increased customer lifetime value after CX improvements
84% of security providers see better customer retention after deploying integrated CRM solutions

Customer Loyalty and Engagement Interpretation

These statistics underscore that in the security industry, investing in customer experience isn't just a nice-to-have—it's the key to locking in loyalty, boosting lifetime value, and ultimately securing a competitive edge in an ever-evolving landscape.

Technology Adoption and Innovation

69% of security providers use artificial intelligence to enhance customer interaction
54% of security businesses use cloud-based platforms for better customer data management

Technology Adoption and Innovation Interpretation

With 69% of security providers harnessing AI to elevate customer engagement and 54% leveraging cloud platforms for smarter data management, the security industry is clearly encrypting a future where technology and customer service go hand in hand.