GITNUXREPORT 2025

Customer Experience In The Technology Industry Statistics

Customer experience drives loyalty, increasing revenue and consumer willingness to pay.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

81% of consumers trust a brand more if it offers personalized service

Statistic 2

72% of customers expect companies to understand their needs and expectations

Statistic 3

76% of consumers expect companies to understand their needs and expectations

Statistic 4

54% of consumers have higher expectations for customer service in 2023, compared to previous years

Statistic 5

72% of customers expect companies to communicate with them in real-time

Statistic 6

78% of consumers want companies to show understanding and empathy in their interactions

Statistic 7

66% of customers expect the same level of service regardless of the channel they use

Statistic 8

79% of consumers want brands to understand their needs and expectations better

Statistic 9

50% of consumers feel that most companies fail to meet their expectations in customer service

Statistic 10

59% of consumers expect quick responses to their inquiries, ideally within an hour

Statistic 11

78% of consumers have had multiple interactions with customer service before resolving an issue, highlighting the importance of consistency

Statistic 12

52% of consumers report that they have ignored customer communications due to bad experiences

Statistic 13

55% of consumers are frustrated when they encounter inconsistent messages from different channels

Statistic 14

85% of consumers prefer brands that offer multiple ways to communicate and resolve issues

Statistic 15

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

Statistic 16

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

Statistic 17

52% of consumers say they have made an additional purchase after a positive customer service experience

Statistic 18

84% of companies that work to improve customer experience report an increase in revenue

Statistic 19

65% of consumers feel more connected to brands that deliver personalized experiences

Statistic 20

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

Statistic 21

77% of customers have abandoned a transaction due to poor service

Statistic 22

67% of customers say that valuing their time is the most important thing a company can do to provide great customer service

Statistic 23

70% of customers are more likely to recommend brands that provide a good customer experience

Statistic 24

60% of consumers are frustrated when their online experience is impersonal

Statistic 25

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

Statistic 26

85% of customers find the experience a company provides to be as important as its products or services

Statistic 27

88% of consumers are less likely to return to a business after a bad customer experience

Statistic 28

62% of consumers are more likely to share good customer experiences via social media

Statistic 29

74% of consumers feel they get better customer service when they can connect through multiple channels

Statistic 30

55% of customers would cease doing business with a provider after a single poor experience

Statistic 31

83% of customers find it easier to do business with brands that offer seamless omnichannel experiences

Statistic 32

61% of consumers say that interacting with a human customer service agent is more satisfying than interacting with digital channels

Statistic 33

91% of customers are more loyal to brands that provide excellent customer service

Statistic 34

58% of companies report that customer experience is a key differentiator in their industry

Statistic 35

70% of consumers say that a positive customer service experience influences their future purchase decisions

Statistic 36

76% of buyers expect consistent brand experience across all channels

Statistic 37

67% of consumers say they are willing to pay more for better customer experience

Statistic 38

87% of customers think brands need to put more effort into providing a seamless digital experience

Statistic 39

64% of customers say that swift resolution of issues is critical to their satisfaction

Statistic 40

55% of consumers are more likely to recommend a brand after a positive customer service experience

Statistic 41

92% of consumers say that they are more likely to engage again with brands offering excellent customer experience

Statistic 42

71% of business leaders believe that improving customer experience is a top priority

Statistic 43

69% of consumers expect omnichannel support, but only 45% feel that brands deliver it effectively

Statistic 44

60% of companies have increased their investment in customer experience technologies in the past year

Statistic 45

70% of customers say that they are more loyal to companies that provide proactive support

Statistic 46

78% of businesses believe that improving digital customer experience will positively impact retention

Statistic 47

95% of customers say that good customer service influences their brand loyalty

Statistic 48

60% of consumers are more likely to buy from a brand that offers personalized digital experiences

Statistic 49

69% of consumers prefer self-service options for customer support

Statistic 50

65% of customers have increased their digital engagement due to personalized experiences

Statistic 51

80% of consumers prefer self-service options for resolving issues, such as FAQs or chatbots

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Sources

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Key Highlights

86% of buyers are willing to pay more for better customer experience
73% of consumers point to experience as an important factor in their purchasing decisions
52% of consumers say they have made an additional purchase after a positive customer service experience
84% of companies that work to improve customer experience report an increase in revenue
72% of customers expect companies to understand their needs and expectations
65% of consumers feel more connected to brands that deliver personalized experiences
80% of consumers say that the experience a company provides is as important as its products or services
77% of customers have abandoned a transaction due to poor service
76% of consumers expect companies to understand their needs and expectations
67% of customers say that valuing their time is the most important thing a company can do to provide great customer service
70% of customers are more likely to recommend brands that provide a good customer experience
60% of consumers are frustrated when their online experience is impersonal
91% of consumers are more likely to shop with brands that recognize, remember, and provide relevant offers and recommendations

In an era where 86% of buyers are willing to pay more for better experiences, the race for exceptional customer service has become the ultimate differentiator in the tech industry.

Brand Loyalty and Trust

81% of consumers trust a brand more if it offers personalized service

Brand Loyalty and Trust Interpretation

With 81% of consumers trusting brands more when personalized service is offered, it’s clear that in the tech industry, a tailored touch isn’t just a bonus—it's a crucial trust amplifier.

Customer Expectations and Communication

72% of customers expect companies to understand their needs and expectations
76% of consumers expect companies to understand their needs and expectations
54% of consumers have higher expectations for customer service in 2023, compared to previous years
72% of customers expect companies to communicate with them in real-time
78% of consumers want companies to show understanding and empathy in their interactions
66% of customers expect the same level of service regardless of the channel they use
79% of consumers want brands to understand their needs and expectations better
50% of consumers feel that most companies fail to meet their expectations in customer service
59% of consumers expect quick responses to their inquiries, ideally within an hour
78% of consumers have had multiple interactions with customer service before resolving an issue, highlighting the importance of consistency
52% of consumers report that they have ignored customer communications due to bad experiences
55% of consumers are frustrated when they encounter inconsistent messages from different channels
85% of consumers prefer brands that offer multiple ways to communicate and resolve issues

Customer Expectations and Communication Interpretation

With nearly three-quarters of customers demanding real-time, empathetic, and consistent communication—preferably across multiple channels—it's clear that in the tech industry, meeting expectations isn't just a goal but a necessity, or risk losing consumers to frustration and neglect.

Customer Experience and Satisfaction

86% of buyers are willing to pay more for better customer experience
73% of consumers point to experience as an important factor in their purchasing decisions
52% of consumers say they have made an additional purchase after a positive customer service experience
84% of companies that work to improve customer experience report an increase in revenue
65% of consumers feel more connected to brands that deliver personalized experiences
80% of consumers say that the experience a company provides is as important as its products or services
77% of customers have abandoned a transaction due to poor service
67% of customers say that valuing their time is the most important thing a company can do to provide great customer service
70% of customers are more likely to recommend brands that provide a good customer experience
60% of consumers are frustrated when their online experience is impersonal
91% of consumers are more likely to shop with brands that recognize, remember, and provide relevant offers and recommendations
85% of customers find the experience a company provides to be as important as its products or services
88% of consumers are less likely to return to a business after a bad customer experience
62% of consumers are more likely to share good customer experiences via social media
74% of consumers feel they get better customer service when they can connect through multiple channels
55% of customers would cease doing business with a provider after a single poor experience
83% of customers find it easier to do business with brands that offer seamless omnichannel experiences
61% of consumers say that interacting with a human customer service agent is more satisfying than interacting with digital channels
91% of customers are more loyal to brands that provide excellent customer service
58% of companies report that customer experience is a key differentiator in their industry
70% of consumers say that a positive customer service experience influences their future purchase decisions
76% of buyers expect consistent brand experience across all channels
67% of consumers say they are willing to pay more for better customer experience
87% of customers think brands need to put more effort into providing a seamless digital experience
64% of customers say that swift resolution of issues is critical to their satisfaction
55% of consumers are more likely to recommend a brand after a positive customer service experience
92% of consumers say that they are more likely to engage again with brands offering excellent customer experience
71% of business leaders believe that improving customer experience is a top priority
69% of consumers expect omnichannel support, but only 45% feel that brands deliver it effectively
60% of companies have increased their investment in customer experience technologies in the past year
70% of customers say that they are more loyal to companies that provide proactive support
78% of businesses believe that improving digital customer experience will positively impact retention
95% of customers say that good customer service influences their brand loyalty
60% of consumers are more likely to buy from a brand that offers personalized digital experiences

Customer Experience and Satisfaction Interpretation

In the fiercely competitive tech landscape, where 86% of buyers are willing to pay a premium for stellar customer experience, businesses that fail to deliver personalized, omnichannel support risk losing 77% of customers to poor service—proving that in this industry, your reputation for customer care is the real tech advantage.

Digital Engagement and Self-Service

69% of consumers prefer self-service options for customer support
65% of customers have increased their digital engagement due to personalized experiences
80% of consumers prefer self-service options for resolving issues, such as FAQs or chatbots

Digital Engagement and Self-Service Interpretation

With 69% and 80% of consumers favoring self-service channels like FAQs and chatbots—and 65% of them ramping up digital engagement thanks to personalized experiences—it's clear that in today's tech-driven world, convenience and customization are no longer perks but the backbone of customer support.