GITNUXREPORT 2025

Customer Experience In The Telecommunications Industry Statistics

Enhanced customer experience crucial for telecom 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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Statistic 1

85% of customers are willing to pay more for a better customer experience

Statistic 2

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

Statistic 3

80% of customers consider their experience with a company to be as important as its products and services

Statistic 4

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

Statistic 5

90% of customers are more likely to recommend a company with excellent customer service

Statistic 6

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

Statistic 7

78% of customers want companies to increase their personalization efforts

Statistic 8

83% of organizations believe they deliver superior customer experience, yet only 38% of consumers agree

Statistic 9

92% of customers want more human interactions in their customer service experience

Statistic 10

94% of consumers say they are more likely to be loyal to a brand that offers transparent communication

Statistic 11

48% of telecoms respondents believe they are delivering an exceptional customer experience, yet only 21% of consumers agree

Statistic 12

79% of consumers expect faster service, and 73% value personalized service

Statistic 13

81% of customers want to see personalized content from brands

Statistic 14

72% of customers expect companies to understand their needs, but only 49% believe brands do a good job at this

Statistic 15

60% of telecom organizations plan to revise their CX strategies in the next year

Statistic 16

50% of customers say they would pay more for better service

Statistic 17

78% of customers are more likely to remain loyal to a company that offers personalized experiences

Statistic 18

86% of consumers agree that personalization plays a role in their brand loyalty

Statistic 19

73% of organizations believe customer experience is their competitive advantage

Statistic 20

60% of companies report increasing their CX investment in the past year

Statistic 21

80% of broadband subscribers say their service provider should do more to improve customer service

Statistic 22

71% of customers say personalized customer service influences their loyalty

Statistic 23

65% of customers want instant, real-time responses from support teams

Statistic 24

90% of consumers expect companies to provide consistent experiences across all channels

Statistic 25

83% of consumers believe that proactive service communications improve their overall experience

Statistic 26

75% of consumers say they are more likely to switch to a brand that personalizes their experience

Statistic 27

63% of customers will stop doing business with a brand after a single bad experience

Statistic 28

70% of buying experiences are based on how customers feel they are being treated

Statistic 29

52% of consumers switch providers due to poor customer service

Statistic 30

75% of telecom customers say they are frustrated with the poor customer service often experienced

Statistic 31

58% of telecom customers indicate that their loyalty is influenced primarily by the quality of customer service

Statistic 32

84% of consumers say they have stopped doing business with a company after experiencing poor customer service

Statistic 33

61% of telecom customers have experienced a significant delay or mistake with their service

Statistic 34

55% of customers said their recent service experience was worse than expected

Statistic 35

70% of marketers agree that customer experience is their primary differentiator

Statistic 36

69% of customers say they would switch to a competitor after a single poor experience

Statistic 37

45% of customers say they have abandoned a transaction because of poor customer service

Statistic 38

67% of consumers have switched companies due to poor customer service experiences

Statistic 39

61% of customers feel their interactions are often disjointed across channels

Statistic 40

34% of customers say they are less likely to recommend a company after a poor service experience

Statistic 41

48% of telecom customers cite wait times as a major frustration

Statistic 42

58% of telecom consumers use self-service options, but only 22% are satisfied with these options

Statistic 43

69% of customers indicate that their service experience impacts their overall perception of a brand

Statistic 44

52% of telecom customers report a service failure in the past year, with most citing unresolved issues as the reason

Statistic 45

94% of customers have stopped doing business with a company due to poor service in the past year

Statistic 46

65% of customers will share a positive service experience with others

Statistic 47

55% of customers are more likely to share their positive experiences online, amplifying brand reputation

Slide 1 of 47

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Key Highlights

85% of customers are willing to pay more for a better customer experience
76% of consumers expect companies to understand their needs and expectations
63% of customers will stop doing business with a brand after a single bad experience
70% of buying experiences are based on how customers feel they are being treated
52% of consumers switch providers due to poor customer service
80% of customers consider their experience with a company to be as important as its products and services
60% of customers say they have higher expectations for customer service than they did a year ago
75% of telecom customers say they are frustrated with the poor customer service often experienced
90% of customers are more likely to recommend a company with excellent customer service
58% of telecom customers indicate that their loyalty is influenced primarily by the quality of customer service
65% of customers will share a positive service experience with others
84% of consumers say they have stopped doing business with a company after experiencing poor customer service
73% of consumers say that a good experience is key in influencing their brand loyalty

In an industry where nearly 9 out of 10 customers are more likely to switch after a poor experience, telecommunications companies must prioritize exceptional customer experience—because today, its impact on loyalty, reputation, and revenue is more critical than ever.

Customer Expectations and Preferences

85% of customers are willing to pay more for a better customer experience
76% of consumers expect companies to understand their needs and expectations
80% of customers consider their experience with a company to be as important as its products and services
60% of customers say they have higher expectations for customer service than they did a year ago
90% of customers are more likely to recommend a company with excellent customer service
73% of consumers say that a good experience is key in influencing their brand loyalty
78% of customers want companies to increase their personalization efforts
83% of organizations believe they deliver superior customer experience, yet only 38% of consumers agree
92% of customers want more human interactions in their customer service experience
94% of consumers say they are more likely to be loyal to a brand that offers transparent communication
48% of telecoms respondents believe they are delivering an exceptional customer experience, yet only 21% of consumers agree
79% of consumers expect faster service, and 73% value personalized service
81% of customers want to see personalized content from brands
72% of customers expect companies to understand their needs, but only 49% believe brands do a good job at this
60% of telecom organizations plan to revise their CX strategies in the next year
50% of customers say they would pay more for better service
78% of customers are more likely to remain loyal to a company that offers personalized experiences
86% of consumers agree that personalization plays a role in their brand loyalty
73% of organizations believe customer experience is their competitive advantage
60% of companies report increasing their CX investment in the past year
80% of broadband subscribers say their service provider should do more to improve customer service
71% of customers say personalized customer service influences their loyalty
65% of customers want instant, real-time responses from support teams
90% of consumers expect companies to provide consistent experiences across all channels
83% of consumers believe that proactive service communications improve their overall experience
75% of consumers say they are more likely to switch to a brand that personalizes their experience

Customer Expectations and Preferences Interpretation

Despite over 80% of telecom providers claiming to deliver superior customer service, less than half of consumers feel genuinely understood or satisfied, revealing that in the race for loyalty, companies may be dialing up their investments but still dialing out on delivering the personalized, human-centric experience that consumers truly crave.

Customer Experience and Satisfaction

63% of customers will stop doing business with a brand after a single bad experience
70% of buying experiences are based on how customers feel they are being treated
52% of consumers switch providers due to poor customer service
75% of telecom customers say they are frustrated with the poor customer service often experienced
58% of telecom customers indicate that their loyalty is influenced primarily by the quality of customer service
84% of consumers say they have stopped doing business with a company after experiencing poor customer service
61% of telecom customers have experienced a significant delay or mistake with their service
55% of customers said their recent service experience was worse than expected
70% of marketers agree that customer experience is their primary differentiator
69% of customers say they would switch to a competitor after a single poor experience
45% of customers say they have abandoned a transaction because of poor customer service
67% of consumers have switched companies due to poor customer service experiences
61% of customers feel their interactions are often disjointed across channels
34% of customers say they are less likely to recommend a company after a poor service experience
48% of telecom customers cite wait times as a major frustration
58% of telecom consumers use self-service options, but only 22% are satisfied with these options
69% of customers indicate that their service experience impacts their overall perception of a brand
52% of telecom customers report a service failure in the past year, with most citing unresolved issues as the reason
94% of customers have stopped doing business with a company due to poor service in the past year

Customer Experience and Satisfaction Interpretation

With nearly all customers abandoning ship over poor service, telecom providers might as well print "Your Experience Counts" in bold—because apparently, it counts more than the calls you answer.

Customer Loyalty and Advocacy

65% of customers will share a positive service experience with others
55% of customers are more likely to share their positive experiences online, amplifying brand reputation

Customer Loyalty and Advocacy Interpretation

With over half of customers eager to broadcast their positive interactions online, telecommunications providers must prioritize exceptional service—because in the digital age, a satisfied customer’s word is its own megaphone.