GITNUXREPORT 2025

Customer Experience In The Tech Industry Statistics

Exceptional customer experience drives loyalty, reputation, and revenue growth.

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

63% of consumers expect real-time assistance, regardless of the method of contact

Statistic 3

75% of customers expect consistent interactions across multiple channels

Statistic 4

60% of customers say they have a higher expectation for customer service than they did a year ago

Statistic 5

47% of buyers will pay more for a great customer experience

Statistic 6

83% of customers say that a seamless experience across all channels is very important

Statistic 7

65% of consumers say that brands should be more empathetic to their needs

Statistic 8

91% of consumers report that they are more likely to do business with brands that recognize, remember, and provide personalized services

Statistic 9

50% of customers expect companies to respond within 4 hours or less

Statistic 10

59% of consumers indicated that personalized service influences their brand loyalty

Statistic 11

70% of consumers want consistent experiences across all digital and physical touchpoints

Statistic 12

76% of consumers use multiple channels to engage with brands, expecting seamless service

Statistic 13

90% of consumers say they are more likely to purchase from brands that personalize their experience

Statistic 14

71% of consumers expect companies to understand their needs and preferences

Statistic 15

67% of buyers consider customer service a critical factor in their purchase decisions

Statistic 16

54% of customers believe companies could do more to improve their customer experience

Statistic 17

59% of consumers expect quick resolution to their problems, emphasizing speed in customer support

Statistic 18

81% of consumers want brands to listen to their feedback and act on it

Statistic 19

63% of consumers expect brands to offer self-service options, like FAQs or chatbots, for quick help

Statistic 20

73% of consumers say friendly customer service representatives can make them fall in love with a brand

Statistic 21

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

Statistic 22

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

Statistic 23

82% of companies agree that customer experience is a key differentiator

Statistic 24

67% of consumers say their loyalty is driven by how they are treated during a problem

Statistic 25

64% of buyers say their experience is more important than price

Statistic 26

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

Statistic 27

69% of consumers say that the most important thing a brand can do is value their time

Statistic 28

48% of customers switch companies due to poor customer service

Statistic 29

55% of consumers have stopped doing business with a company due to a bad customer experience

Statistic 30

80% of businesses believe they deliver superior customer experience, but only 8% of customers agree

Statistic 31

77% of customers view brands more positively if they proactively address issues

Statistic 32

68% of consumers will leave a brand after a poor customer experience, even if they love the product

Statistic 33

82% of companies say customer experience is a competitive advantage

Statistic 34

73% of customers have recently switched brands because of poor customer service

Statistic 35

80% of businesses say that improving customer experience has increased revenue

Statistic 36

90% of companies believe customer experience is a growth driver

Statistic 37

65% of consumers say their experience with a company influences their future purchase decisions

Statistic 38

55% of consumers say they’ve abandoned a purchase due to poor customer support

Statistic 39

79% of customers say that a quick response improves their perception of customer service

Statistic 40

69% of companies plan to increase investment in customer experience initiatives in the next year

Statistic 41

52% of customers say their recent good experience made them more loyal

Statistic 42

74% of customers are likely to repurchase after a positive customer service experience

Statistic 43

81% of consumers say that a positive experience with a brand increases the likelihood of recommending it

Statistic 44

78% of customers say personalized experiences influence their loyalty

Statistic 45

66% of consumers are more likely to recommend brands that deliver excellent support

Statistic 46

58% of consumers are more likely to share their positive customer experience with others

Statistic 47

71% of consumers who have a positive experience with a brand are likely to share it on social media

Statistic 48

44% of consumers will tell others about a bad customer experience, which can damage the brand

Statistic 49

89% of consumers trust online reviews as much as personal recommendations

Statistic 50

62% of consumers will share a bad customer service experience online, damaging the company's reputation

Statistic 51

72% of customers who have a bad experience are likely to share it online, affecting brand reputation

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Sources

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Key Highlights

86% of consumers are willing to pay more for a better customer experience
73% of consumers say friendly customer service representatives can make them fall in love with a brand
78% of customers have bailed on a transaction or not made an intended purchase because of a poor service experience
58% of consumers are more likely to share their positive customer experience with others
63% of consumers expect real-time assistance, regardless of the method of contact
75% of customers expect consistent interactions across multiple channels
52% of customers say their recent good experience made them more loyal
89% of consumers say they have stopped doing business with a company after poor customer service
82% of companies agree that customer experience is a key differentiator
67% of consumers say their loyalty is driven by how they are treated during a problem
64% of buyers say their experience is more important than price
74% of customers are likely to repurchase after a positive customer service experience
81% of consumers say that a positive experience with a brand increases the likelihood of recommending it

In an era where 86% of consumers are willing to pay more for exceptional service, mastering customer experience has become the ultimate differentiator in the tech industry, shaping loyalty, reputation, and revenue.

Customer Expectations and Preferences

86% of consumers are willing to pay more for a better customer experience
63% of consumers expect real-time assistance, regardless of the method of contact
75% of customers expect consistent interactions across multiple channels
60% of customers say they have a higher expectation for customer service than they did a year ago
47% of buyers will pay more for a great customer experience
83% of customers say that a seamless experience across all channels is very important
65% of consumers say that brands should be more empathetic to their needs
91% of consumers report that they are more likely to do business with brands that recognize, remember, and provide personalized services
50% of customers expect companies to respond within 4 hours or less
59% of consumers indicated that personalized service influences their brand loyalty
70% of consumers want consistent experiences across all digital and physical touchpoints
76% of consumers use multiple channels to engage with brands, expecting seamless service
90% of consumers say they are more likely to purchase from brands that personalize their experience
71% of consumers expect companies to understand their needs and preferences
67% of buyers consider customer service a critical factor in their purchase decisions
54% of customers believe companies could do more to improve their customer experience
59% of consumers expect quick resolution to their problems, emphasizing speed in customer support
81% of consumers want brands to listen to their feedback and act on it
63% of consumers expect brands to offer self-service options, like FAQs or chatbots, for quick help

Customer Expectations and Preferences Interpretation

In an era where 86% of consumers are willing to pay a premium for a seamless, personalized experience, the real challenge for tech companies is not just meeting these sky-high expectations across multiple channels, but doing so with genuine empathy, swift resolutions, and a commitment to listening—because in today’s digital landscape, customers don't just want service; they demand an experience that recognizes them as individuals, or risk losing their loyalty to brands that do.

Customer Experience and Service Quality

73% of consumers say friendly customer service representatives can make them fall in love with a brand
78% of customers have bailed on a transaction or not made an intended purchase because of a poor service experience
89% of consumers say they have stopped doing business with a company after poor customer service
82% of companies agree that customer experience is a key differentiator
67% of consumers say their loyalty is driven by how they are treated during a problem
64% of buyers say their experience is more important than price
70% of buying experiences are based solely on how the customer feels they are being treated
69% of consumers say that the most important thing a brand can do is value their time
48% of customers switch companies due to poor customer service
55% of consumers have stopped doing business with a company due to a bad customer experience
80% of businesses believe they deliver superior customer experience, but only 8% of customers agree
77% of customers view brands more positively if they proactively address issues
68% of consumers will leave a brand after a poor customer experience, even if they love the product
82% of companies say customer experience is a competitive advantage
73% of customers have recently switched brands because of poor customer service
80% of businesses say that improving customer experience has increased revenue
90% of companies believe customer experience is a growth driver
65% of consumers say their experience with a company influences their future purchase decisions
55% of consumers say they’ve abandoned a purchase due to poor customer support
79% of customers say that a quick response improves their perception of customer service
69% of companies plan to increase investment in customer experience initiatives in the next year

Customer Experience and Service Quality Interpretation

While 82% of companies believe they deliver stellar customer experiences, a striking 92% of consumers disagree—highlighting that in the tech industry, good intentions won't win loyalty unless matched by genuinely great service that values their time and feelings every step of the way.

Customer Loyalty and Retention

52% of customers say their recent good experience made them more loyal
74% of customers are likely to repurchase after a positive customer service experience
81% of consumers say that a positive experience with a brand increases the likelihood of recommending it
78% of customers say personalized experiences influence their loyalty
66% of consumers are more likely to recommend brands that deliver excellent support

Customer Loyalty and Retention Interpretation

In an era where 81% of consumers are eager to recommend brands that deliver personalized and positive experiences, tech companies ignoring the power of stellar customer service risk turning loyal fans into silent skeptics—reminding us that in the digital age, exceptional support isn't just good business; it's essential brand currency.

Reputation and Word-of-Mouth

58% of consumers are more likely to share their positive customer experience with others
71% of consumers who have a positive experience with a brand are likely to share it on social media
44% of consumers will tell others about a bad customer experience, which can damage the brand
89% of consumers trust online reviews as much as personal recommendations
62% of consumers will share a bad customer service experience online, damaging the company's reputation
72% of customers who have a bad experience are likely to share it online, affecting brand reputation

Reputation and Word-of-Mouth Interpretation

In the digital age, positive customer experiences can amplify a brand's reputation through social sharing, but one sour note can rapidly turn into a viral crisis—making every interaction a high-stakes opportunity or a potential reputational risk.