GITNUXREPORT 2025

Customer Experience In The Software Industry Statistics

Customer experience boosts SaaS revenue, retention, loyalty, and competitive advantage.

Jannik Linder

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

First published: April 29, 2025

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Rigorous fact-checking • Reputable sources • Regular updatesLearn more

Statistic 1

60% of SaaS consumers have higher expectations for personalized service

Statistic 2

80% of consumers say experience is as important as product or service quality

Statistic 3

90% of American consumers expect brands to offer self-service options

Statistic 4

54% of SaaS buyers consider customer support responsiveness a key factor in their decision

Statistic 5

67% of customers have higher expectations for customer service than they did two years ago

Statistic 6

75% of consumers expect companies to understand their needs and expectations

Statistic 7

60% of SaaS users expect real-time support

Statistic 8

72% of customers say a quick response is the most important aspect of customer service

Statistic 9

76% of customers expect consistent and personalized experiences across all platforms

Statistic 10

56% of SaaS consumers expect companies to personalize their experience based on past interactions

Statistic 11

83% of SaaS customers expect around-the-clock support

Statistic 12

77% of consumers have a better perception of brands that actively seek and respond to feedback

Statistic 13

72% of customers expect quick and easy access to support

Statistic 14

54% of customers prefer proactive outreach from support teams

Statistic 15

73% of consumers point to customer experience as an important factor in their purchasing decisions

Statistic 16

42% of SaaS companies see customer experience as their top priority for growth

Statistic 17

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

Statistic 18

Companies investing in customer experience see a 10-15% increase in revenue

Statistic 19

65% of users abandon transactions due to poor customer service

Statistic 20

84% of organizations that work to improve customer experience report an increase in customer satisfaction

Statistic 21

58% of SaaS companies report that a good customer experience directly leads to increased customer loyalty

Statistic 22

69% of companies state that delivering excellent customer experience is their primary differentiator

Statistic 23

78% of consumers have bailed on a transaction due to poor customer service

Statistic 24

89% of consumers will switch to a competitor after a poor customer experience

Statistic 25

70% of SaaS companies believe customer success is the key to retention

Statistic 26

93% of consumers are more likely to be loyal to a brand that offers excellent customer service

Statistic 27

65% of SaaS users say that a seamless onboarding experience influences their loyalty

Statistic 28

80% of customer service interactions in SaaS are now digital

Statistic 29

61% of organizations consider improving customer experience a top strategic initiative

Statistic 30

81% of customers say that personalized experiences make them more likely to buy from a brand

Statistic 31

55% of SaaS companies report difficulty in maintaining consistent customer experiences across channels

Statistic 32

78% of consumers say that friendly and helpful support staff make a positive impression

Statistic 33

58% of SaaS companies find that customer feedback helps improve their products

Statistic 34

73% of consumers would recommend a brand after positive customer service experiences

Statistic 35

69% of SaaS companies invest in customer success teams

Statistic 36

70% of companies emphasize the importance of building emotional connections with customers

Statistic 37

85% of customers say they are more likely to stick with brands that offer excellent customer service

Statistic 38

62% of SaaS companies report that churn is negatively impacted by poor customer experience

Statistic 39

80% of SaaS executives believe customer experience will be a key competitive advantage

Statistic 40

69% of organizations identify customer experience as a key driver of revenue growth

Statistic 41

63% of SaaS users say that proactive support improves their experience

Statistic 42

59% of company executives see customer experience as a top priority for digital transformation

Statistic 43

54% of SaaS businesses report an increase in retention after implementing better CX strategies

Statistic 44

72% of customers share negative experiences with others, impacting brand reputation

Statistic 45

82% of consumers are likely to buy from brands that provide an easy and seamless experience

Statistic 46

59% of SaaS companies rely on customer feedback scores to improve service

Statistic 47

67% of organizations plan to increase their CX investment in the next year

Statistic 48

65% of marketers believe customer experience is their most significant competitive differentiator

Statistic 49

51% of SaaS companies report that poor onboarding negatively impacts long-term customer retention

Statistic 50

80% of SaaS companies that invest in customer experience see revenue increases within 12 months

Statistic 51

70% of SaaS companies state that customer success initiatives directly impact revenue

Statistic 52

90% of consumers say they are more likely to buy again after a positive support experience

Statistic 53

57% of SaaS users have stopped using a product due to poor CX

Statistic 54

74% of organizations say improving customer experience is a top investment priority

Statistic 55

68% of customer complaints can be resolved if addressed promptly

Statistic 56

85% of consumers say their experience with a company influences their likelihood to recommend

Statistic 57

60% of SaaS companies believe investing in AI-driven customer service improves satisfaction

Statistic 58

79% of customers feel valued when companies recognize their loyalty

Statistic 59

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

Statistic 60

66% of SaaS customers prefer chatbots for quick resolutions

Statistic 61

58% of consumers prefer live chat over email for support

Statistic 62

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

Statistic 63

67% of SaaS companies plan to expand their customer success teams in the next year

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Sources

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Key Highlights

86% of consumers are willing to pay more for better customer experience
73% of consumers point to customer experience as an important factor in their purchasing decisions
42% of SaaS companies see customer experience as their top priority for growth
70% of buying experiences are based on how the customer feels they are being treated
60% of SaaS consumers have higher expectations for personalized service
Companies investing in customer experience see a 10-15% increase in revenue
80% of consumers say experience is as important as product or service quality
65% of users abandon transactions due to poor customer service
84% of organizations that work to improve customer experience report an increase in customer satisfaction
58% of SaaS companies report that a good customer experience directly leads to increased customer loyalty
69% of companies state that delivering excellent customer experience is their primary differentiator
90% of American consumers expect brands to offer self-service options
78% of consumers have bailed on a transaction due to poor customer service

In an era where 86% of consumers are willing to pay more for better experiences and 93% are more loyal to brands offering exceptional service, the customer experience in the software industry has become its most powerful differentiator and key driver of growth.

Customer Expectations and Engagement

60% of SaaS consumers have higher expectations for personalized service
80% of consumers say experience is as important as product or service quality
90% of American consumers expect brands to offer self-service options
54% of SaaS buyers consider customer support responsiveness a key factor in their decision
67% of customers have higher expectations for customer service than they did two years ago
75% of consumers expect companies to understand their needs and expectations
60% of SaaS users expect real-time support
72% of customers say a quick response is the most important aspect of customer service
76% of customers expect consistent and personalized experiences across all platforms
56% of SaaS consumers expect companies to personalize their experience based on past interactions
83% of SaaS customers expect around-the-clock support
77% of consumers have a better perception of brands that actively seek and respond to feedback
72% of customers expect quick and easy access to support
54% of customers prefer proactive outreach from support teams

Customer Expectations and Engagement Interpretation

In an era where 83% of SaaS customers crave 24/7 support and nearly three-quarters demand personalized, consistent, and swift service, it's clear that in the customer experience race, the winner isn’t just product excellence but a proactive, hyper-responsive service mindset.

Customer Experience and Satisfaction

73% of consumers point to customer experience as an important factor in their purchasing decisions
42% of SaaS companies see customer experience as their top priority for growth
70% of buying experiences are based on how the customer feels they are being treated
Companies investing in customer experience see a 10-15% increase in revenue
65% of users abandon transactions due to poor customer service
84% of organizations that work to improve customer experience report an increase in customer satisfaction
58% of SaaS companies report that a good customer experience directly leads to increased customer loyalty
69% of companies state that delivering excellent customer experience is their primary differentiator
78% of consumers have bailed on a transaction due to poor customer service
89% of consumers will switch to a competitor after a poor customer experience
70% of SaaS companies believe customer success is the key to retention
93% of consumers are more likely to be loyal to a brand that offers excellent customer service
65% of SaaS users say that a seamless onboarding experience influences their loyalty
80% of customer service interactions in SaaS are now digital
61% of organizations consider improving customer experience a top strategic initiative
81% of customers say that personalized experiences make them more likely to buy from a brand
55% of SaaS companies report difficulty in maintaining consistent customer experiences across channels
78% of consumers say that friendly and helpful support staff make a positive impression
58% of SaaS companies find that customer feedback helps improve their products
73% of consumers would recommend a brand after positive customer service experiences
69% of SaaS companies invest in customer success teams
70% of companies emphasize the importance of building emotional connections with customers
85% of customers say they are more likely to stick with brands that offer excellent customer service
62% of SaaS companies report that churn is negatively impacted by poor customer experience
80% of SaaS executives believe customer experience will be a key competitive advantage
69% of organizations identify customer experience as a key driver of revenue growth
63% of SaaS users say that proactive support improves their experience
59% of company executives see customer experience as a top priority for digital transformation
54% of SaaS businesses report an increase in retention after implementing better CX strategies
72% of customers share negative experiences with others, impacting brand reputation
82% of consumers are likely to buy from brands that provide an easy and seamless experience
59% of SaaS companies rely on customer feedback scores to improve service
67% of organizations plan to increase their CX investment in the next year
65% of marketers believe customer experience is their most significant competitive differentiator
51% of SaaS companies report that poor onboarding negatively impacts long-term customer retention
80% of SaaS companies that invest in customer experience see revenue increases within 12 months
70% of SaaS companies state that customer success initiatives directly impact revenue
90% of consumers say they are more likely to buy again after a positive support experience
57% of SaaS users have stopped using a product due to poor CX
74% of organizations say improving customer experience is a top investment priority
68% of customer complaints can be resolved if addressed promptly
85% of consumers say their experience with a company influences their likelihood to recommend
60% of SaaS companies believe investing in AI-driven customer service improves satisfaction
79% of customers feel valued when companies recognize their loyalty

Customer Experience and Satisfaction Interpretation

In an industry where 73% of consumers weigh experience in their buying choices and a staggering 89% will switch at the slightest hint of poor service, SaaS companies that invest in delivering personalized, seamless, and emotionally engaging customer journeys not only boost loyalty but also unlock a 10-15% revenue uptick—yet over half still grapple with maintaining consistent CX across channels, proving that in the race for relevance, empathy and execution are the ultimate differentiators.

Customer Willingness and Preferences

86% of consumers are willing to pay more for better customer experience
66% of SaaS customers prefer chatbots for quick resolutions
58% of consumers prefer live chat over email for support
88% of consumers trust online reviews as much as personal recommendations
67% of SaaS companies plan to expand their customer success teams in the next year

Customer Willingness and Preferences Interpretation

With 86% of consumers willing to pay a premium for better experiences and 88% trusting reviews as much as personal recommendations, it's clear that in the SaaS world, investing in top-notch CX—not just flashy features—is the smart code for success.