GITNUXREPORT 2025

Customer Experience In The Supplement Industry Statistics

Customer experience drives loyalty, personalization, and reviews in supplement industry.

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

78% of consumers have switched brands due to poor customer service

Statistic 2

89% of consumers say they have stopped doing business with a company after a poor experience

Statistic 3

44% of consumers would switch brands after just one bad experience

Statistic 4

52% of buyers are likely to switch brands if a company doesn't anticipate their needs

Statistic 5

82% of consumers say that a positive customer experience makes them loyal to brands in the supplement industry

Statistic 6

84% of consumers say the experience a company provides is as important as its products or services

Statistic 7

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

Statistic 8

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

Statistic 9

70% of consumers expect companies to provide a seamless experience across channels

Statistic 10

60% of customers feel frustrated when their interactions with a brand are inconsistent

Statistic 11

55% of consumers are willing to pay more for a better customer experience

Statistic 12

71% of consumers expect immediate response when they contact customer service

Statistic 13

60% of consumers believe their last customer service interaction was worse than they expected

Statistic 14

40% of companies believe they deliver a superior customer experience

Statistic 15

51% of consumers say they have had a poor experience due to inconsistent customer service across channels

Statistic 16

Customers who have a positive experience with a company are 2.4 times more likely to recommend that company to others

Statistic 17

78% of consumers say that a company's understanding of their individual needs influences their loyalty

Statistic 18

63% of consumers say that their brand loyalty is influenced by their personalized experiences

Statistic 19

46% of consumers said that an overly generic experience would prevent them from engaging further

Statistic 20

81% of customers want brands to understand their needs and expectations

Statistic 21

76% of consumers believe that companies should use their data responsibly to improve experiences

Statistic 22

88% of consumers are likely to buy again from a company that offers excellent customer service

Statistic 23

72% of consumers have shared a positive experience with a brand on social media

Statistic 24

55% of consumers feel confused when a company's messaging is inconsistent

Statistic 25

50% of customers will abandon a brand if the personalized experience is not up to their expectations

Statistic 26

91% of consumers are more loyal to brands that offer personalized experiences

Statistic 27

58% of consumers expect brands to use AI to improve customer engagement

Statistic 28

76% of companies use customer feedback to improve their products and services

Statistic 29

57% of consumers have stopped engaging with a brand due to poor digital customer experience

Statistic 30

65% of consumers expect quick responses within the first few minutes of contacting support

Statistic 31

49% of customers expect that their data will be protected and not misused

Statistic 32

53% of customers feel that brands do not understand their needs well enough

Statistic 33

69% of consumers say that consistent brand experiences across channels are critical for trust

Statistic 34

71% of consumers expect brands to offer self-service options online

Statistic 35

80% of consumers believe that brands should listen to customer feedback and act upon it

Statistic 36

60% of consumers want their shopping experience to be faster and more efficient

Statistic 37

50% of supplement buyers say that free shipping influences their purchase decision

Statistic 38

48% of consumers want transparent labeling and clear ingredient information

Statistic 39

77% of supplement customers look for brands with easy-to-navigate websites

Statistic 40

65% of consumers find new products through recommendations based on their previous interactions

Statistic 41

72% of customers talk about their bad experiences with others, influencing potential future customers

Statistic 42

65% of consumers check reviews before making a purchase in the supplement industry

Statistic 43

80% of consumers trust reviews and recommendations from other customers more than traditional advertising

Statistic 44

68% of consumers check product reviews before buying supplements

Statistic 45

55% of consumers consider customer reviews to be very influential in their supplement purchase decisions

Statistic 46

58% of women and 45% of men read product reviews before buying supplements

Statistic 47

72% of consumers prefer to shop with brands that personalize their experiences

Statistic 48

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

Statistic 49

72% of consumers say they only engage with personalized messages

Statistic 50

69% of consumers prefer brands that use their data to enhance their experience

Statistic 51

61% of consumers expect personalized offers to be based on their previous interactions and purchases

Statistic 52

44% of customers say they only consider brands that personalize their interactions

Statistic 53

75% of buyers prefer personalized marketing content

Statistic 54

63% of consumers prefer to communicate with brands through digital channels

Statistic 55

67% of consumers say they are more likely to buy from a brand that personalizes communications

Statistic 56

78% of consumers say personalized experiences influence their purchasing decisions

Statistic 57

55% of customers prefer to communicate via messaging apps rather than email or phone

Statistic 58

65% of supplement consumers expect brands to provide detailed product information digitally

Statistic 59

85% of consumers say they are more likely to purchase from a brand that offers personalized recommendations for supplements

Statistic 60

71% of supplement consumers follow brands on social media for updates and promotions

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Sources

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Key Highlights

84% of consumers say the experience a company provides is as important as its products or services
73% of consumers say a good experience is key in influencing their brand loyalty
72% of consumers prefer to shop with brands that personalize their experiences
65% of consumers find new products through recommendations based on their previous interactions
80% of customers say that the experience a company provides is as important as its products or services
70% of consumers expect companies to provide a seamless experience across channels
60% of customers feel frustrated when their interactions with a brand are inconsistent
55% of consumers are willing to pay more for a better customer experience
78% of consumers have switched brands due to poor customer service
89% of consumers say they have stopped doing business with a company after a poor experience
71% of consumers expect immediate response when they contact customer service
60% of consumers believe their last customer service interaction was worse than they expected
40% of companies believe they deliver a superior customer experience

In an industry where 84% of consumers believe customer experience is as important as the products themselves, supplement brands that prioritize personalized, seamless, and responsive interactions are the ones shaping unwavering loyalty and boosting sales.

Brand Loyalty and Switching Behavior

78% of consumers have switched brands due to poor customer service
89% of consumers say they have stopped doing business with a company after a poor experience
44% of consumers would switch brands after just one bad experience
52% of buyers are likely to switch brands if a company doesn't anticipate their needs
82% of consumers say that a positive customer experience makes them loyal to brands in the supplement industry

Brand Loyalty and Switching Behavior Interpretation

These statistics reveal that in the supplement industry, good customer service is not just the cherry on top—it's the main ingredient for loyalty, as nearly half of consumers will switch brands after just one bad experience and over four-fifths cite positive interactions as key to long-term allegiance.

Customer Experience and Satisfaction

84% of consumers say the experience a company provides is as important as its products or services
73% of consumers say a good experience is key in influencing their brand loyalty
80% of customers say that the experience a company provides is as important as its products or services
70% of consumers expect companies to provide a seamless experience across channels
60% of customers feel frustrated when their interactions with a brand are inconsistent
55% of consumers are willing to pay more for a better customer experience
71% of consumers expect immediate response when they contact customer service
60% of consumers believe their last customer service interaction was worse than they expected
40% of companies believe they deliver a superior customer experience
51% of consumers say they have had a poor experience due to inconsistent customer service across channels
Customers who have a positive experience with a company are 2.4 times more likely to recommend that company to others
78% of consumers say that a company's understanding of their individual needs influences their loyalty
63% of consumers say that their brand loyalty is influenced by their personalized experiences
46% of consumers said that an overly generic experience would prevent them from engaging further
81% of customers want brands to understand their needs and expectations
76% of consumers believe that companies should use their data responsibly to improve experiences
88% of consumers are likely to buy again from a company that offers excellent customer service
72% of consumers have shared a positive experience with a brand on social media
55% of consumers feel confused when a company's messaging is inconsistent
50% of customers will abandon a brand if the personalized experience is not up to their expectations
91% of consumers are more loyal to brands that offer personalized experiences
58% of consumers expect brands to use AI to improve customer engagement
76% of companies use customer feedback to improve their products and services
57% of consumers have stopped engaging with a brand due to poor digital customer experience
65% of consumers expect quick responses within the first few minutes of contacting support
49% of customers expect that their data will be protected and not misused
53% of customers feel that brands do not understand their needs well enough
69% of consumers say that consistent brand experiences across channels are critical for trust
71% of consumers expect brands to offer self-service options online
80% of consumers believe that brands should listen to customer feedback and act upon it
60% of consumers want their shopping experience to be faster and more efficient
50% of supplement buyers say that free shipping influences their purchase decision
48% of consumers want transparent labeling and clear ingredient information
77% of supplement customers look for brands with easy-to-navigate websites

Customer Experience and Satisfaction Interpretation

In an industry where trust and personalization are as vital as the supplements themselves, 84% of consumers report that a seamless, consistent, and responsive customer experience is just as crucial as the product—highlighting that even in health and wellness, a stellar user journey is the true supplement for brand loyalty.

Influence of Reviews and Recommendations

65% of consumers find new products through recommendations based on their previous interactions
72% of customers talk about their bad experiences with others, influencing potential future customers
65% of consumers check reviews before making a purchase in the supplement industry
80% of consumers trust reviews and recommendations from other customers more than traditional advertising
68% of consumers check product reviews before buying supplements
55% of consumers consider customer reviews to be very influential in their supplement purchase decisions
58% of women and 45% of men read product reviews before buying supplements

Influence of Reviews and Recommendations Interpretation

In the supplement industry, where trust is earned one review at a time, savvy consumers rely heavily on peer recommendations and reviews—highlighting that in this crowded space, a well-reviewed product is more persuasive than any traditional ad.

Personalization and Communication Preferences

72% of consumers prefer to shop with brands that personalize their experiences
91% of consumers are more likely to shop with brands that recognize, remember, and provide relevant offers and recommendations
72% of consumers say they only engage with personalized messages
69% of consumers prefer brands that use their data to enhance their experience
61% of consumers expect personalized offers to be based on their previous interactions and purchases
44% of customers say they only consider brands that personalize their interactions
75% of buyers prefer personalized marketing content
63% of consumers prefer to communicate with brands through digital channels
67% of consumers say they are more likely to buy from a brand that personalizes communications
78% of consumers say personalized experiences influence their purchasing decisions
55% of customers prefer to communicate via messaging apps rather than email or phone
65% of supplement consumers expect brands to provide detailed product information digitally
85% of consumers say they are more likely to purchase from a brand that offers personalized recommendations for supplements
71% of supplement consumers follow brands on social media for updates and promotions

Personalization and Communication Preferences Interpretation

In an industry where consumer loyalty hinges on personalized experiences, supplement brands that leverage data to tailor interactions—rather than offering generic messaging—are more likely to see their sales, because when 85% of consumers prefer personalized recommendations and 78% say such experiences influence their buying decisions, it's clear that in the supplement world, one size definitely does not fit all.