GITNUXREPORT 2025

Customer Experience In The Supply Chain Industry Statistics

Customer experience drives supply chain loyalty, trust, 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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Statistic 1

67% of consumers say that a transparent supply chain increases their trust in a brand

Statistic 2

80% of consumers prefer brands with transparent supply chains

Statistic 3

71% of customers would abandon a purchase if delivery was delayed

Statistic 4

60% of consumers consider eco-friendly practices in supply chains to be a key part of their customer experience

Statistic 5

85% of customers rate rapid delivery as crucial to their overall satisfaction

Statistic 6

69% of supply chain organizations have prioritized omnichannel logistics to meet customer expectations

Statistic 7

90% of consumers feel that order accuracy is essential to their shopping satisfaction

Statistic 8

59% of consumers are more likely to buy again from brands that provide transparent tracking data

Statistic 9

77% of customers check online reviews related to supply chain performance before purchasing

Statistic 10

54% of consumers would prefer to interact with brands via digital channels during the supply process

Statistic 11

58% of customers indicate they are more loyal to brands with seamless delivery and return processes

Statistic 12

81% of consumers feel more connected to brands that provide transparent supply chain information

Statistic 13

65% of consumers consider fast and flexible delivery options as a key part of their customer experience

Statistic 14

83% of consumers expect companies to be transparent about supply chain ethics and sourcing

Statistic 15

54% of supply chain professionals say they lose customers due to lack of transparency

Statistic 16

42% of customers are disappointed when supply chain delays are not communicated proactively

Statistic 17

70% of supply chain managers say that integrating customer feedback improves service quality

Statistic 18

83% of supply chain firms report enhanced loyalty when adopting CRM systems

Statistic 19

61% of customers are more satisfied when delivery windows are clearly communicated

Statistic 20

45% of supply chain disruptions are caused by poor communication with customers

Statistic 21

68% of supply chain companies report that automation enhances responsiveness to customer queries

Statistic 22

70% of supply chain companies report that improving order tracking capabilities increases customer trust

Statistic 23

77% of supply chain companies utilize AI-driven chatbots to enhance customer communication

Statistic 24

55% of customers say that personalized communication during the supply process increases their satisfaction

Statistic 25

90% of consumers want timely updates about their product status

Statistic 26

70% of supply chain companies report increased efficiency after deploying customer-centric digital tools

Statistic 27

86% of customers are willing to pay more for better customer experience in supply chain services

Statistic 28

73% of supply chain executives believe customer expectations are the top factor influencing supply chain strategies

Statistic 29

65% of supply chain companies have increased their investment in customer experience technologies over the past year

Statistic 30

78% of consumers expect real-time updates on their orders

Statistic 31

59% of supply chain managers say that poor customer experience directly impacts repeat business

Statistic 32

72% of customers are more likely to recommend a supply chain company that provides personalized service

Statistic 33

55% of supply chain companies view technological innovation as the key to enhancing customer experience

Statistic 34

77% of supply chain professionals say omni-channel solutions improve customer experience

Statistic 35

62% of supply chain leaders believe AI can significantly improve customer experience

Statistic 36

76% of customers say they will switch brands if delivery experiences are poor

Statistic 37

88% of supply chain managers agree that data analytics significantly improves customer insights

Statistic 38

81% of businesses are adopting supply chain visibility tools to improve customer experience

Statistic 39

74% of supply chain companies acknowledge that enhanced customer experience leads to higher customer lifetime value

Statistic 40

58% of customers say flexible delivery options improve their experience

Statistic 41

79% of supply chain executives believe improving customer experience directly impacts financial performance

Statistic 42

65% of consumers are willing to pay more for eco-friendly supply chain options

Statistic 43

52% of supply chain companies say customer education about product origin improves trust

Statistic 44

81% of supply chain companies believe that improved customer experience leads to competitive advantage

Statistic 45

92% of consumers want companies to provide proactive updates about product delays and issues

Statistic 46

79% of supply chain managers observe that digital dashboards help improve customer's perceived transparency

Statistic 47

72% of consumers state that easy return processes influence their overall satisfaction and loyalty

Statistic 48

50% of supply chain companies are investing in customer experience training for their staff

Statistic 49

65% of consumers state that quick resolution of supply issues impacts their future purchasing decisions

Statistic 50

87% of supply chain executives agree that customer-centric policies strengthen brand reputation

Statistic 51

44% of consumers would stop engaging with a brand after a negative supply chain experience

Statistic 52

78% of supply chain firms say integrating customer feedback into operations improves service levels

Statistic 53

74% of supply chain organizations see customer retention as a direct benefit of improved experience

Statistic 54

61% of supply chain managers believe enhanced collaboration with customers results in better service quality

Statistic 55

52% of consumers are more likely to purchase again if they feel valued through personalized services

Statistic 56

83% of supply chain leaders are focusing on digital transformation to improve customer experience

Statistic 57

69% of supply chain companies reported an increase in customer satisfaction after implementing real-time tracking systems

Statistic 58

54% of supply chain companies have increased their use of automation to improve order accuracy and customer satisfaction

Statistic 59

73% of businesses use customer journey mapping to understand supply chain pain points

Statistic 60

70% of supply chain executives cite supply chain agility as a key factor in delivering better customer experience

Statistic 61

66% of supply chain professionals believe that integrating IoT solutions improves tracking accuracy and customer satisfaction

Statistic 62

82% of supply chain leaders believe that improving data accuracy enhances customer experience

Statistic 63

64% of supply chain companies develop customer-centric KPIs to measure experience quality

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Sources

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Key Highlights

86% of customers are willing to pay more for better customer experience in supply chain services
73% of supply chain executives believe customer expectations are the top factor influencing supply chain strategies
65% of supply chain companies have increased their investment in customer experience technologies over the past year
78% of consumers expect real-time updates on their orders
59% of supply chain managers say that poor customer experience directly impacts repeat business
72% of customers are more likely to recommend a supply chain company that provides personalized service
83% of supply chain leaders are focusing on digital transformation to improve customer experience
69% of supply chain companies reported an increase in customer satisfaction after implementing real-time tracking systems
67% of consumers say that a transparent supply chain increases their trust in a brand
54% of supply chain professionals say they lose customers due to lack of transparency
42% of customers are disappointed when supply chain delays are not communicated proactively
55% of supply chain companies view technological innovation as the key to enhancing customer experience
80% of consumers prefer brands with transparent supply chains

In an era where 86% of customers are willing to pay more for better supply chain experiences, businesses that prioritize transparency, real-time updates, and personalized service are reaping increased loyalty, higher satisfaction, and a clear competitive edge.

Consumer Expectations and Preferences

67% of consumers say that a transparent supply chain increases their trust in a brand
80% of consumers prefer brands with transparent supply chains
71% of customers would abandon a purchase if delivery was delayed
60% of consumers consider eco-friendly practices in supply chains to be a key part of their customer experience
85% of customers rate rapid delivery as crucial to their overall satisfaction
69% of supply chain organizations have prioritized omnichannel logistics to meet customer expectations
90% of consumers feel that order accuracy is essential to their shopping satisfaction
59% of consumers are more likely to buy again from brands that provide transparent tracking data
77% of customers check online reviews related to supply chain performance before purchasing
54% of consumers would prefer to interact with brands via digital channels during the supply process
58% of customers indicate they are more loyal to brands with seamless delivery and return processes
81% of consumers feel more connected to brands that provide transparent supply chain information
65% of consumers consider fast and flexible delivery options as a key part of their customer experience
83% of consumers expect companies to be transparent about supply chain ethics and sourcing

Consumer Expectations and Preferences Interpretation

In an era where 80% of consumers favor transparency, it's clear that supply chain openness not only bolsters trust and loyalty but also dictates purchasing decisions, with delivery speed, accuracy, and ethical practices now at the heart of customer satisfaction.

Customer Service and Communication

54% of supply chain professionals say they lose customers due to lack of transparency
42% of customers are disappointed when supply chain delays are not communicated proactively
70% of supply chain managers say that integrating customer feedback improves service quality
83% of supply chain firms report enhanced loyalty when adopting CRM systems
61% of customers are more satisfied when delivery windows are clearly communicated
45% of supply chain disruptions are caused by poor communication with customers
68% of supply chain companies report that automation enhances responsiveness to customer queries
70% of supply chain companies report that improving order tracking capabilities increases customer trust
77% of supply chain companies utilize AI-driven chatbots to enhance customer communication
55% of customers say that personalized communication during the supply process increases their satisfaction
90% of consumers want timely updates about their product status
70% of supply chain companies report increased efficiency after deploying customer-centric digital tools

Customer Service and Communication Interpretation

In an industry where transparency and timely communication are increasingly vital, supply chain professionals who embrace AI, automation, and personalized engagement are turning customer satisfaction from a costly gamble into a strategic advantage—proving that in logistics, speaking clearly and listening closely is the true blueprint for loyalty.

Customer Willingness and Expectations

86% of customers are willing to pay more for better customer experience in supply chain services
73% of supply chain executives believe customer expectations are the top factor influencing supply chain strategies
65% of supply chain companies have increased their investment in customer experience technologies over the past year
78% of consumers expect real-time updates on their orders
59% of supply chain managers say that poor customer experience directly impacts repeat business
72% of customers are more likely to recommend a supply chain company that provides personalized service
55% of supply chain companies view technological innovation as the key to enhancing customer experience
77% of supply chain professionals say omni-channel solutions improve customer experience
62% of supply chain leaders believe AI can significantly improve customer experience
76% of customers say they will switch brands if delivery experiences are poor
88% of supply chain managers agree that data analytics significantly improves customer insights
81% of businesses are adopting supply chain visibility tools to improve customer experience
74% of supply chain companies acknowledge that enhanced customer experience leads to higher customer lifetime value
58% of customers say flexible delivery options improve their experience
79% of supply chain executives believe improving customer experience directly impacts financial performance
65% of consumers are willing to pay more for eco-friendly supply chain options
52% of supply chain companies say customer education about product origin improves trust
81% of supply chain companies believe that improved customer experience leads to competitive advantage
92% of consumers want companies to provide proactive updates about product delays and issues
79% of supply chain managers observe that digital dashboards help improve customer's perceived transparency
72% of consumers state that easy return processes influence their overall satisfaction and loyalty
50% of supply chain companies are investing in customer experience training for their staff
65% of consumers state that quick resolution of supply issues impacts their future purchasing decisions
87% of supply chain executives agree that customer-centric policies strengthen brand reputation
44% of consumers would stop engaging with a brand after a negative supply chain experience
78% of supply chain firms say integrating customer feedback into operations improves service levels
74% of supply chain organizations see customer retention as a direct benefit of improved experience
61% of supply chain managers believe enhanced collaboration with customers results in better service quality
52% of consumers are more likely to purchase again if they feel valued through personalized services

Customer Willingness and Expectations Interpretation

With over 86% of customers willing to pay a premium for superior supply chain experiences and 92% demanding proactive updates, it’s clear that in the race for brand loyalty, delivering personalized, transparent, and technologically advanced supply chain services isn’t just good practice—it’s the new currency of business success.

Supply Chain Operational Improvements

83% of supply chain leaders are focusing on digital transformation to improve customer experience
69% of supply chain companies reported an increase in customer satisfaction after implementing real-time tracking systems
54% of supply chain companies have increased their use of automation to improve order accuracy and customer satisfaction
73% of businesses use customer journey mapping to understand supply chain pain points
70% of supply chain executives cite supply chain agility as a key factor in delivering better customer experience
66% of supply chain professionals believe that integrating IoT solutions improves tracking accuracy and customer satisfaction
82% of supply chain leaders believe that improving data accuracy enhances customer experience

Supply Chain Operational Improvements Interpretation

In a digital race to satisfy, supply chain leaders are racing to harness automation, IoT, and data accuracy, proving that in the quest for better customer experience, technology is both the engine and the map.

Supply Chain Performance Metrics

64% of supply chain companies develop customer-centric KPIs to measure experience quality

Supply Chain Performance Metrics Interpretation

With 64% of supply chain companies crafting customer-centric KPIs, it seems the industry recognizes that winning over clients isn't just about delivery speed—it's now about scoring high on experience metrics, or risk falling behind in the competitive race.