GITNUXREPORT 2025

Customer Experience In The Service Industry Statistics

Customer experience drives loyalty, revenue, and competitive advantage in services.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

Enterprises that prioritize customer experience generate 5.7 times more revenue than competitors that do not

Statistic 2

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

Statistic 3

74% of consumers say they are likely to try a new company based on one positive experience

Statistic 4

55% of consumers have abandoned a purchase due to poor customer service

Statistic 5

Companies that excel at customer experience have 1.5 times more engaged employees

Statistic 6

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

Statistic 7

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

Statistic 8

65% of companies identify customer experience as a critical factor for competitive advantage

Statistic 9

89% of consumers expect a response within 24 hours when they reach out to customer service

Statistic 10

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

Statistic 11

The average customer service call length is 4.5 minutes

Statistic 12

69% of consumers prefer to use live chat for customer support over other channels

Statistic 13

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

Statistic 14

73% of consumers say a good experience is key in influencing their brand loyalty

Statistic 15

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

Statistic 16

60% of customers will recommend a company after a positive experience

Statistic 17

73% of consumers point to friendly customer service representatives as very important in their brand loyalty

Statistic 18

66% of customers say they will switch brands if they find the customer experience to be poor

Statistic 19

90% of Americans consider customer service as a key factor in choosing a brand

Statistic 20

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

Statistic 21

84% of companies that work to improve customer experience report an increase in revenue

Statistic 22

89% of consumers have switched brands to get better customer service

Statistic 23

91% of consumers who are satisfied with their customer service experience are likely to recommend the brand to others

Statistic 24

57% of consumers have stopped buying from a company because of poor customer service

Statistic 25

77% of customers consider a quick response as critical in their customer service experience

Statistic 26

Brands that deliver consistent and personalized experiences see up to 20% higher customer satisfaction scores

Statistic 27

75% of consumers say they are more likely to buy from a brand that recognizes, remembers, and provides relevant offers and recommendations

Statistic 28

Customer experience leaders see a 31% higher share of wallet than their competitors

Statistic 29

83% of consumers say they are willing to recommend a brand that provides excellent service

Statistic 30

52% of customers have made additional purchases after a positive customer experience

Statistic 31

80% of new business comes from referrals, which are driven by positive customer experiences

Statistic 32

67% of customers say they have stopped doing business with a company due to poor customer service

Statistic 33

42% of customers are willing to switch brands due to poor customer service

Statistic 34

68% of customers say that their loyalty depends on how well they are treated during a service recovery

Statistic 35

60% of customers say personalized service influences loyalty

Statistic 36

77% of consumers say they have had a memorable, positive customer service experience in the past year

Statistic 37

69% of consumers would stop buying from a brand after just one bad experience

Statistic 38

91% of companies believe that improving customer experience is their top priority

Statistic 39

87% of consumers say they are more likely to buy again after a positive customer support experience

Statistic 40

62% of customers find self-service options satisfactory for resolving their issues

Statistic 41

85% of consumers say they trust a company more if it offers personalized experiences

Statistic 42

70% of customers are more loyal to companies that resolve complaints quickly

Statistic 43

77% of customers want companies to proactively address potential issues

Statistic 44

49% of consumers say that quick resolution of issues is a major factor in satisfaction

Statistic 45

76% of consumers have had to escalate customer service issues due to inadequate responses

Statistic 46

74% of customers say they are more likely to return to a company that offers excellent customer service

Statistic 47

83% of customers want companies to contact them proactively to solve issues

Statistic 48

71% of consumers say they will recommend a brand after a positive customer service experience

Statistic 49

88% of consumers say that delivering consistent customer service is essential for customer retention

Statistic 50

77% of brands invest in customer experience improvements annually

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Key Highlights

86% of customers are willing to pay more for a better customer experience
Companies that excel at customer experience have 1.5 times more engaged employees
73% of consumers say a good experience is key in influencing their brand loyalty
91% of consumers are likely to shop with brands that provide relevant offers and recommendations
78% of customers have bailed on a transaction or not made an intended purchase because of a poor customer service experience
80% of customers say the experience a company provides is as important as its products or services
Enterprises that prioritize customer experience generate 5.7 times more revenue than competitors that do not
60% of customers will recommend a company after a positive experience
73% of consumers point to friendly customer service representatives as very important in their brand loyalty
66% of customers say they will switch brands if they find the customer experience to be poor
90% of Americans consider customer service as a key factor in choosing a brand
58% of consumers have stopped doing business with a company due to poor customer service
84% of companies that work to improve customer experience report an increase in revenue

In an era where 86% of customers are willing to pay more for exceptional service, mastering customer experience isn’t just a strategy—it’s the secret to building unwavering loyalty and skyrocketing revenue in the service industry.

Business Impact and Performance

Enterprises that prioritize customer experience generate 5.7 times more revenue than competitors that do not

Business Impact and Performance Interpretation

Prioritizing customer experience isn't just good manners—it's a revenue-generating strategy that catapults enterprises to almost six times the success of their less attentive rivals.

Customer Behavior and Purchase Intent

91% of consumers are likely to shop with brands that provide relevant offers and recommendations
74% of consumers say they are likely to try a new company based on one positive experience
55% of consumers have abandoned a purchase due to poor customer service

Customer Behavior and Purchase Intent Interpretation

These statistics underscore that while personalized offers and memorable experiences can win new customers and foster loyalty, neglecting quality customer service risks losing sales altogether—emphasizing that in today's competitive service industry, good service is not just a perk but a profit imperative.

Customer Experience and Service Quality

Companies that excel at customer experience have 1.5 times more engaged employees
80% of customers say the experience a company provides is as important as its products or services
70% of buying experiences are based on how the customer feels they are being treated
65% of companies identify customer experience as a critical factor for competitive advantage
89% of consumers expect a response within 24 hours when they reach out to customer service
86% of consumers are willing to pay more for a better customer experience
The average customer service call length is 4.5 minutes
69% of consumers prefer to use live chat for customer support over other channels

Customer Experience and Service Quality Interpretation

In a marketplace where nearly 9 out of 10 consumers demand rapid responses and are willing to pay a premium for quality experience, companies neglecting customer comfort risk being overtaken by those who treat satisfaction as their most valuable product—because when 70% of buying decisions hinge on how you make customers feel, great service isn't just good business; it's the only business.

Customer Satisfaction and Loyalty

86% of customers are willing to pay more for a better customer experience
73% of consumers say a good experience is key in influencing their brand loyalty
78% of customers have bailed on a transaction or not made an intended purchase because of a poor customer service experience
60% of customers will recommend a company after a positive experience
73% of consumers point to friendly customer service representatives as very important in their brand loyalty
66% of customers say they will switch brands if they find the customer experience to be poor
90% of Americans consider customer service as a key factor in choosing a brand
58% of consumers have stopped doing business with a company due to poor customer service
84% of companies that work to improve customer experience report an increase in revenue
89% of consumers have switched brands to get better customer service
91% of consumers who are satisfied with their customer service experience are likely to recommend the brand to others
57% of consumers have stopped buying from a company because of poor customer service
77% of customers consider a quick response as critical in their customer service experience
Brands that deliver consistent and personalized experiences see up to 20% higher customer satisfaction scores
75% of consumers say they are more likely to buy from a brand that recognizes, remembers, and provides relevant offers and recommendations
Customer experience leaders see a 31% higher share of wallet than their competitors
83% of consumers say they are willing to recommend a brand that provides excellent service
52% of customers have made additional purchases after a positive customer experience
80% of new business comes from referrals, which are driven by positive customer experiences
67% of customers say they have stopped doing business with a company due to poor customer service
42% of customers are willing to switch brands due to poor customer service
68% of customers say that their loyalty depends on how well they are treated during a service recovery
60% of customers say personalized service influences loyalty
77% of consumers say they have had a memorable, positive customer service experience in the past year
69% of consumers would stop buying from a brand after just one bad experience
91% of companies believe that improving customer experience is their top priority
87% of consumers say they are more likely to buy again after a positive customer support experience
62% of customers find self-service options satisfactory for resolving their issues
85% of consumers say they trust a company more if it offers personalized experiences
70% of customers are more loyal to companies that resolve complaints quickly
77% of customers want companies to proactively address potential issues
49% of consumers say that quick resolution of issues is a major factor in satisfaction
76% of consumers have had to escalate customer service issues due to inadequate responses
74% of customers say they are more likely to return to a company that offers excellent customer service
83% of customers want companies to contact them proactively to solve issues
71% of consumers say they will recommend a brand after a positive customer service experience
88% of consumers say that delivering consistent customer service is essential for customer retention
77% of brands invest in customer experience improvements annually

Customer Satisfaction and Loyalty Interpretation

In an era where 86% of customers are willing to pay more for a stellar experience, it’s clear that high-quality customer service isn’t just a nicety but a strategic investment—so much so that companies embracing personalized, prompt, and consistent interactions see up to 20% higher satisfaction and revenue, proving that in the service industry, satisfying customers is quite literally profitable.