GITNUXREPORT 2025

Customer Experience In The Services Industry Statistics

Exceptional customer experiences drive loyalty, revenue, and brand differentiation.

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 consumers are willing to pay more for a better customer experience

Statistic 2

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

Statistic 3

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

Statistic 4

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

Statistic 5

79% of consumers say personalized customer service influences their brand loyalty

Statistic 6

68% of customers say they are willing to spend more if they receive excellent service

Statistic 7

91% of consumers will abandon an online purchase if they find the website experience lacking

Statistic 8

78% of customers say offering a seamless omnichannel experience increases their satisfaction

Statistic 9

70% of customers say they will recommend a brand after a positive customer service experience

Statistic 10

55% of customers would pay more for a better service experience

Statistic 11

67% of customers say they have high expectations for customer service

Statistic 12

77% of customers form an opinion about a company based on their initial service interaction

Statistic 13

58% of consumers state they have higher expectations for customer service post-pandemic

Statistic 14

78% of customers prefer brands that offer proactive customer service

Statistic 15

63% of consumers expect companies to anticipate their needs

Statistic 16

70% of consumers say they are influenced by online reviews when choosing a service provider

Statistic 17

50% of consumers would switch brands after just one poor experience

Statistic 18

79% of consumers say consistent service delivery across channels is critical for satisfaction

Statistic 19

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

Statistic 20

61% of consumers state their expectations for personalized service are higher now than before the pandemic

Statistic 21

80% of customers are more likely to buy from brands that personalize communication

Statistic 22

66% of consumers trust the recommendations of a friend over a brand’s advertising

Statistic 23

58% of customers say they have low trust in brands that don’t respond quickly to inquiries

Statistic 24

69% of consumers have higher expectations for customer service in the digital age

Statistic 25

76% of consumers expect companies to address service issues proactively

Statistic 26

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

Statistic 27

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

Statistic 28

89% of companies believe customer experience will be their primary differentiator

Statistic 29

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

Statistic 30

49% of consumers say they have bought more from a retailer due to personalized experiences

Statistic 31

65% of consumers find an experience to be more influential than advertising

Statistic 32

72% of customers share positive service experiences with others

Statistic 33

73% of customers say they love a brand because of friendly customer service

Statistic 34

60% of customers will become repeat buyers if they enjoy their experience

Statistic 35

84% of companies working to improve their customer experience report an increase in revenue

Statistic 36

93% of consumers are likely to make repeat purchases with companies that offer excellent customer service

Statistic 37

82% of consumers have stopped doing business with a company due to poor service

Statistic 38

85% of consumers say they are more likely to do business with a company that offers excellent customer service

Statistic 39

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

Statistic 40

91% of companies see improved customer loyalty when they focus on customer experience

Statistic 41

74% of customers have used cashback or loyalty programs to enhance their experience

Statistic 42

85% of consumers say they are more loyal to brands that offer excellent customer service

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Key Highlights

86% of consumers are willing to pay more for a better customer experience
73% of customers say they love a brand because of friendly customer service
91% of consumers are more likely to shop with brands that provide relevant offers and recommendations
78% of consumers have bailed on a transaction or not made an intended purchase because of poor service
80% of customers say that the experience a company provides is as important as its products and services
60% of customers will become repeat buyers if they enjoy their experience
70% of buying experiences are based on how the customer feels they are being treated
89% of companies believe customer experience will be their primary differentiator
86% of consumers are willing to pay more for a better customer experience
70% of buying experiences are based on how the customer feels they are being treated
79% of consumers say personalized customer service influences their brand loyalty
84% of companies working to improve their customer experience report an increase in revenue
68% of customers say they are willing to spend more if they receive excellent service

In a rapidly evolving services landscape, stunning statistics reveal that 86% of consumers are willing to pay more for exceptional experiences, as personalized, seamless, and proactive customer service becomes the ultimate differentiator shaping brand loyalty and revenue growth.

Customer Expectations and Trust

86% of consumers are willing to pay more for a better customer experience
91% of consumers are more likely to shop with brands that provide relevant offers and recommendations
80% of customers say that the experience a company provides is as important as its products and services
86% of consumers are willing to pay more for a better customer experience
79% of consumers say personalized customer service influences their brand loyalty
68% of customers say they are willing to spend more if they receive excellent service
91% of consumers will abandon an online purchase if they find the website experience lacking
78% of customers say offering a seamless omnichannel experience increases their satisfaction
70% of customers say they will recommend a brand after a positive customer service experience
55% of customers would pay more for a better service experience
67% of customers say they have high expectations for customer service
77% of customers form an opinion about a company based on their initial service interaction
58% of consumers state they have higher expectations for customer service post-pandemic
78% of customers prefer brands that offer proactive customer service
63% of consumers expect companies to anticipate their needs
70% of consumers say they are influenced by online reviews when choosing a service provider
50% of consumers would switch brands after just one poor experience
79% of consumers say consistent service delivery across channels is critical for satisfaction
88% of consumers trust online reviews as much as personal recommendations
61% of consumers state their expectations for personalized service are higher now than before the pandemic
80% of customers are more likely to buy from brands that personalize communication
66% of consumers trust the recommendations of a friend over a brand’s advertising
58% of customers say they have low trust in brands that don’t respond quickly to inquiries
69% of consumers have higher expectations for customer service in the digital age
76% of consumers expect companies to address service issues proactively

Customer Expectations and Trust Interpretation

In today's consumer landscape, exceeding expectations isn't just a courtesy—it's a must, as nearly nine out of ten customers are willing to pay a premium for personalized, seamless, and proactive service that can make or break brand loyalty in the blink of an online review.

Customer Experience and Personalization

78% of consumers have bailed on a transaction or not made an intended purchase because of poor service
70% of buying experiences are based on how the customer feels they are being treated
89% of companies believe customer experience will be their primary differentiator
70% of buying experiences are based on how the customer feels they are being treated
49% of consumers say they have bought more from a retailer due to personalized experiences
65% of consumers find an experience to be more influential than advertising
72% of customers share positive service experiences with others

Customer Experience and Personalization Interpretation

In an era where nearly 70% of buying decisions hinge on how customers feel they're treated, brands ignoring personalized service and positive experiences risk losing more than just a sale—they imperil their very differentiation in a crowded marketplace.

Customer Loyalty and Repeat Business

73% of customers say they love a brand because of friendly customer service
60% of customers will become repeat buyers if they enjoy their experience
84% of companies working to improve their customer experience report an increase in revenue
93% of consumers are likely to make repeat purchases with companies that offer excellent customer service
82% of consumers have stopped doing business with a company due to poor service
85% of consumers say they are more likely to do business with a company that offers excellent customer service
65% of consumers say a positive customer experience influences their loyalty
91% of companies see improved customer loyalty when they focus on customer experience
74% of customers have used cashback or loyalty programs to enhance their experience
85% of consumers say they are more loyal to brands that offer excellent customer service

Customer Loyalty and Repeat Business Interpretation

In a marketplace where nearly everyone agrees that good customer service fuels loyalty and boosts revenue, it’s clear that delivering friendly, memorable experiences isn’t just good manners—it’s the ultimate business strategy—especially since nearly three-quarters of consumers admit that poor service can send them straight to the competition.