GITNUXREPORT 2025

Customer Experience In The Tmt Industry Statistics

Customer experience drives loyalty, personalization, AI, and rapid service in TMT.

Jannik Linder

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

First published: April 29, 2025

Our Commitment to Accuracy

Rigorous fact-checking • Reputable sources • Regular updatesLearn more

Statistic 1

73% of TMT customers prefer self-service options for resolving issues

Statistic 2

44% of TMT consumers prefer to use chatbots for customer service interactions

Statistic 3

52% of customers in the TMT industry expect companies to understand their needs proactively

Statistic 4

70% of customers in TMT segments expect 24/7 customer service

Statistic 5

58% of TMT customers consider a seamless experience across devices essential

Statistic 6

80% of TMT customers expect multi-channel support options

Statistic 7

76% of TMT consumers expect brands to fix issues proactively

Statistic 8

45% of TMT consumers prioritize data privacy in their experience preferences

Statistic 9

55% of TMT consumers want faster service responses

Statistic 10

63% of TMT customers expect companies to act ethically and transparently

Statistic 11

48% of TMT consumers prefer quick, real-time updates during service issues

Statistic 12

86% of consumers are willing to pay more for better customer experience in the TMT industry

Statistic 13

78% of TMT customers reported that quick resolution of problems enhances their satisfaction

Statistic 14

83% of TMT customers have switched brands due to poor service

Statistic 15

81% of TMT consumers say that interacting with a human agent is more satisfying than automated support

Statistic 16

48% of TMT companies report using customer feedback to improve services

Statistic 17

77% of TMT firms believe customer experience is critical to revenue growth

Statistic 18

63% of TMT customers feel that delays in service negatively impact their experience

Statistic 19

72% of TMT companies measure customer satisfaction regularly

Statistic 20

44% of TMT consumers abandon a brand after a poor customer service experience

Statistic 21

65% of TMT firms say that rapid resolution improves customer loyalty

Statistic 22

89% of TMT consumers are likely to recommend brands with excellent customer service

Statistic 23

50% of TMT customers are willing to switch providers after one poor experience

Statistic 24

71% of TMT companies track customer journey metrics

Statistic 25

83% of TMT users are satisfied with digital self-service channels

Statistic 26

78% of TMT brands use chatbots to handle routine inquiries

Statistic 27

64% of TMT companies believe emotional connection impacts customer loyalty

Statistic 28

66% of TMT companies report difficulty in integrating customer data across platforms

Statistic 29

69% of TMT brands have improved their customer experience metrics in the last year

Statistic 30

75% of TMT companies see customer experience as a competitive advantage

Statistic 31

60% of TMT companies provide mobile apps for customer engagement

Statistic 32

69% of TMT companies have increased focus on omnichannel customer support in 2023

Statistic 33

90% of TMT customer interactions are now digital

Statistic 34

55% of TMT consumers use social media for customer service inquiries

Statistic 35

70% of TMT consumers have increased their use of digital channels over the past year

Statistic 36

59% of consumers say personalized experiences influence their loyalty to TMT brands

Statistic 37

65% of TMT providers believe customer experience is a key differentiator

Statistic 38

74% of TMT consumers are more likely to buy from companies that personalize their experience

Statistic 39

82% of TMT customers are more loyal to brands offering personalized support

Statistic 40

67% of TMT companies plan to increase investment in AI-driven customer service

Statistic 41

69% of TMT companies plan to invest in voice recognition technology for customer support

Statistic 42

57% of TMT companies leverage artificial intelligence to predict customer needs

Slide 1 of 42

Sources

Our Reports have been cited by:

Trust Badges - Publications that have cited our reports

Key Highlights

86% of consumers are willing to pay more for better customer experience in the TMT industry
73% of TMT customers prefer self-service options for resolving issues
59% of consumers say personalized experiences influence their loyalty to TMT brands
78% of TMT customers reported that quick resolution of problems enhances their satisfaction
65% of TMT providers believe customer experience is a key differentiator
83% of TMT customers have switched brands due to poor service
44% of TMT consumers prefer to use chatbots for customer service interactions
67% of TMT companies plan to increase investment in AI-driven customer service
52% of customers in the TMT industry expect companies to understand their needs proactively
74% of TMT consumers are more likely to buy from companies that personalize their experience
60% of TMT companies provide mobile apps for customer engagement
69% of TMT companies have increased focus on omnichannel customer support in 2023
70% of customers in TMT segments expect 24/7 customer service

In the rapidly evolving TMT industry, delivering exceptional customer experience has become the ultimate differentiator, with 86% of consumers willing to pay more for better service and nearly two-thirds expecting personalized, seamless interactions across multiple channels.

Customer Expectations and Preferences

73% of TMT customers prefer self-service options for resolving issues
44% of TMT consumers prefer to use chatbots for customer service interactions
52% of customers in the TMT industry expect companies to understand their needs proactively
70% of customers in TMT segments expect 24/7 customer service
58% of TMT customers consider a seamless experience across devices essential
80% of TMT customers expect multi-channel support options
76% of TMT consumers expect brands to fix issues proactively
45% of TMT consumers prioritize data privacy in their experience preferences
55% of TMT consumers want faster service responses
63% of TMT customers expect companies to act ethically and transparently
48% of TMT consumers prefer quick, real-time updates during service issues

Customer Expectations and Preferences Interpretation

In the fast-paced, tech-savvy TMT industry, customers demand a seamless, transparent, and proactive experience—preferably with a chatbot on their preferred device—underscoring that in today’s digital era, meeting these expectations is less of a luxury and more of a necessity.

Customer Satisfaction and Loyalty

86% of consumers are willing to pay more for better customer experience in the TMT industry
78% of TMT customers reported that quick resolution of problems enhances their satisfaction
83% of TMT customers have switched brands due to poor service
81% of TMT consumers say that interacting with a human agent is more satisfying than automated support
48% of TMT companies report using customer feedback to improve services
77% of TMT firms believe customer experience is critical to revenue growth
63% of TMT customers feel that delays in service negatively impact their experience
72% of TMT companies measure customer satisfaction regularly
44% of TMT consumers abandon a brand after a poor customer service experience
65% of TMT firms say that rapid resolution improves customer loyalty
89% of TMT consumers are likely to recommend brands with excellent customer service
50% of TMT customers are willing to switch providers after one poor experience
71% of TMT companies track customer journey metrics
83% of TMT users are satisfied with digital self-service channels
78% of TMT brands use chatbots to handle routine inquiries
64% of TMT companies believe emotional connection impacts customer loyalty
66% of TMT companies report difficulty in integrating customer data across platforms
69% of TMT brands have improved their customer experience metrics in the last year
75% of TMT companies see customer experience as a competitive advantage

Customer Satisfaction and Loyalty Interpretation

In the fiercely competitive TMT industry, where 86% of consumers are willing to pay more for superior service and nearly half abandon brands after poor experiences, companies must prioritize authentic human interaction and rapid resolutions—values that now define the true drivers of loyalty, revenue, and differentiation.

Digital Engagement and Channels

60% of TMT companies provide mobile apps for customer engagement
69% of TMT companies have increased focus on omnichannel customer support in 2023
90% of TMT customer interactions are now digital
55% of TMT consumers use social media for customer service inquiries
70% of TMT consumers have increased their use of digital channels over the past year

Digital Engagement and Channels Interpretation

As the TMT sector accelerates its digital transformation—boasting 90% of customer interactions now online and over half of consumers turning to social media for support—it's clear that in an era where 70% of users have ramped up their digital engagement, companies must innovate or risk becoming as obsolete as a dial-up modem.

Personalization and Customer Experience

59% of consumers say personalized experiences influence their loyalty to TMT brands
65% of TMT providers believe customer experience is a key differentiator
74% of TMT consumers are more likely to buy from companies that personalize their experience
82% of TMT customers are more loyal to brands offering personalized support

Personalization and Customer Experience Interpretation

With over 80% of TMT customers favoring personalized support and more than 75% willing to pay more for tailored experiences, it's clear that in the telecom, media, and tech industry, personalized experiences aren't just a luxury—they're the new loyalty currency.

Technological Investments and Innovations

67% of TMT companies plan to increase investment in AI-driven customer service
69% of TMT companies plan to invest in voice recognition technology for customer support
57% of TMT companies leverage artificial intelligence to predict customer needs

Technological Investments and Innovations Interpretation

With nearly seven in ten telecom media and technology companies boosting AI investments—from voice recognition to predictive analytics—they’re signaling that in the race for customer satisfaction, artificial intelligence is no longer a future feature but the current competitive edge.