GITNUXREPORT 2025

Customer Experience In The Tobacco Industry Statistics

Customer experience significantly influences brand loyalty and revenue in tobacco industry.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

65% of tobacco consumers prefer brands with strong customer service reputation

Statistic 2

78% of tobacco buyers are likely to switch brands due to poor customer experience

Statistic 3

42% of tobacco industry executives believe that personalized customer experiences increase sales

Statistic 4

35% of tobacco consumers cite ease of purchasing as a key factor in brand loyalty

Statistic 5

60% of tobacco users have experienced frustration with online ordering processes

Statistic 6

48% of new tobacco customers abandon their online cart due to complicated checkout procedures

Statistic 7

70% of tobacco consumers prefer brands that actively engage them on social media

Statistic 8

26% of tobacco buyers consider customer service satisfaction as the primary factor in brand selection

Statistic 9

45% of tobacco consumers prefer brands with convenient shopping options

Statistic 10

49% of tobacco buyers are more likely to recommend brands with excellent customer experiences

Statistic 11

39% of tobacco consumers value transparency in customer service policies

Statistic 12

41% of online tobacco shoppers abandon their carts due to lack of clear return policies

Statistic 13

55% of tobacco retailers reported increased customer retention after implementing loyalty programs

Statistic 14

64% of tobacco players listed customer feedback analysis as a top priority for improving their services

Statistic 15

73% of tobacco consumers prefer to receive updates about new products via SMS or email

Statistic 16

67% of tobacco companies track customer satisfaction scores regularly

Statistic 17

57% of tobacco users cite brand responsiveness as a key factor in their purchase decision

Statistic 18

50% of tobacco companies reported increased revenue after adopting more customer-centric policies

Statistic 19

44% of tobacco consumers prefer mobile-optimized shopping experiences

Statistic 20

27% of tobacco buyers seek brands with transparent pricing and billing practices

Statistic 21

72% of tobacco companies use customer surveys to foster ongoing product improvements

Statistic 22

40% of tobacco users value brands that offer loyalty rewards for repeat purchases

Statistic 23

46% of tobacco buyers prefer brands that provide comprehensive FAQs and self-help resources

Statistic 24

39% of tobacco buyers are willing to pay more for brands with superior customer experience

Statistic 25

66% of tobacco brands integrate customer feedback into product development, enhancing customer satisfaction

Statistic 26

36% of tobacco buyers prefer brands with mobile apps that facilitate easier shopping

Statistic 27

58% of tobacco companies increased investments in customer experience initiatives in 2023

Statistic 28

31% of tobacco users have experienced poor after-sales support

Statistic 29

52% of tobacco industry websites lack comprehensive FAQ sections, leading to customer dissatisfaction

Statistic 30

29% of tobacco consumers prefer brands with fast response times to inquiries

Statistic 31

33% of tobacco consumers feel current customer service options do not meet their expectations

Statistic 32

47% of tobacco brands use chatbots to handle customer inquiries, reducing resolution times by 30%

Statistic 33

24% of tobacco consumers report negative experiences due to inadequate support during product recalls

Statistic 34

61% of tobacco brands have invested in omnichannel customer experience strategies, aiming for seamless service integration

Statistic 35

38% of tobacco customers value brands that provide proactive customer support during crises

Statistic 36

34% of tobacco users have switched brands due to poor customer service experiences

Statistic 37

59% of tobacco consumers are more likely to return to brands that resolve complaints promptly

Statistic 38

28% of tobacco consumers find poor customer service to significantly impact brand perception

Statistic 39

54% of tobacco consumers say friendly and knowledgeable customer service representatives positively influence their brand loyalty

Statistic 40

37% of tobacco businesses report customer service issues as a barrier to market growth

Statistic 41

62% of tobacco consumers want brands to proactively communicate changes and updates

Statistic 42

43% of tobacco consumers cite long response times as a significant frustration

Statistic 43

51% of tobacco companies provide 24/7 customer support to meet consumer demand

Statistic 44

55% of tobacco customers value proactive outreach about product safety alerts

Statistic 45

49% of tobacco brands measure customer Net Promoter Score (NPS) regularly to enhance service quality

Statistic 46

31% of tobacco consumers report that inconsistent customer service experiences reduce brand trust

Statistic 47

44% of tobacco companies plan to increase investment in AI-driven customer service tools by 2024

Statistic 48

54% of tobacco product users read online reviews before purchase

Statistic 49

69% of tobacco firms increased digital engagement efforts in the past year to improve customer experience

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Sources

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Key Highlights

65% of tobacco consumers prefer brands with strong customer service reputation
78% of tobacco buyers are likely to switch brands due to poor customer experience
54% of tobacco product users read online reviews before purchase
42% of tobacco industry executives believe that personalized customer experiences increase sales
35% of tobacco consumers cite ease of purchasing as a key factor in brand loyalty
60% of tobacco users have experienced frustration with online ordering processes
48% of new tobacco customers abandon their online cart due to complicated checkout procedures
70% of tobacco consumers prefer brands that actively engage them on social media
26% of tobacco buyers consider customer service satisfaction as the primary factor in brand selection
58% of tobacco companies increased investments in customer experience initiatives in 2023
45% of tobacco consumers prefer brands with convenient shopping options
31% of tobacco users have experienced poor after-sales support
52% of tobacco industry websites lack comprehensive FAQ sections, leading to customer dissatisfaction

In an industry where customer loyalty is hard-won, the tobacco sector reveals striking insights: 78% of buyers are ready to switch brands due to poor experiences, while nearly two-thirds seek brands that prioritize personalized, seamless, and transparent service—highlighting that exceptional customer experience is no longer optional but essential for success.

Customer Preferences and Behavior

65% of tobacco consumers prefer brands with strong customer service reputation
78% of tobacco buyers are likely to switch brands due to poor customer experience
42% of tobacco industry executives believe that personalized customer experiences increase sales
35% of tobacco consumers cite ease of purchasing as a key factor in brand loyalty
60% of tobacco users have experienced frustration with online ordering processes
48% of new tobacco customers abandon their online cart due to complicated checkout procedures
70% of tobacco consumers prefer brands that actively engage them on social media
26% of tobacco buyers consider customer service satisfaction as the primary factor in brand selection
45% of tobacco consumers prefer brands with convenient shopping options
49% of tobacco buyers are more likely to recommend brands with excellent customer experiences
39% of tobacco consumers value transparency in customer service policies
41% of online tobacco shoppers abandon their carts due to lack of clear return policies
55% of tobacco retailers reported increased customer retention after implementing loyalty programs
64% of tobacco players listed customer feedback analysis as a top priority for improving their services
73% of tobacco consumers prefer to receive updates about new products via SMS or email
67% of tobacco companies track customer satisfaction scores regularly
57% of tobacco users cite brand responsiveness as a key factor in their purchase decision
50% of tobacco companies reported increased revenue after adopting more customer-centric policies
44% of tobacco consumers prefer mobile-optimized shopping experiences
27% of tobacco buyers seek brands with transparent pricing and billing practices
72% of tobacco companies use customer surveys to foster ongoing product improvements
40% of tobacco users value brands that offer loyalty rewards for repeat purchases
46% of tobacco buyers prefer brands that provide comprehensive FAQs and self-help resources
39% of tobacco buyers are willing to pay more for brands with superior customer experience
66% of tobacco brands integrate customer feedback into product development, enhancing customer satisfaction
36% of tobacco buyers prefer brands with mobile apps that facilitate easier shopping

Customer Preferences and Behavior Interpretation

In an industry where trust and ease of experience are as crucial as the product itself, tobacco brands ignoring customer service and digital convenience risk being left behind, as over 78% are ready to switch for better experiences, yet nearly half of online shoppers find checkout procedures frustrating—highlighting that in the tobacco market, personalized, transparent, and engaging service isn't just a perk, it's the primary path to loyalty and increased revenue.

Customer Service and Communication

58% of tobacco companies increased investments in customer experience initiatives in 2023
31% of tobacco users have experienced poor after-sales support
52% of tobacco industry websites lack comprehensive FAQ sections, leading to customer dissatisfaction
29% of tobacco consumers prefer brands with fast response times to inquiries
33% of tobacco consumers feel current customer service options do not meet their expectations
47% of tobacco brands use chatbots to handle customer inquiries, reducing resolution times by 30%
24% of tobacco consumers report negative experiences due to inadequate support during product recalls
61% of tobacco brands have invested in omnichannel customer experience strategies, aiming for seamless service integration
38% of tobacco customers value brands that provide proactive customer support during crises
34% of tobacco users have switched brands due to poor customer service experiences
59% of tobacco consumers are more likely to return to brands that resolve complaints promptly
28% of tobacco consumers find poor customer service to significantly impact brand perception
54% of tobacco consumers say friendly and knowledgeable customer service representatives positively influence their brand loyalty
37% of tobacco businesses report customer service issues as a barrier to market growth
62% of tobacco consumers want brands to proactively communicate changes and updates
43% of tobacco consumers cite long response times as a significant frustration
51% of tobacco companies provide 24/7 customer support to meet consumer demand
55% of tobacco customers value proactive outreach about product safety alerts
49% of tobacco brands measure customer Net Promoter Score (NPS) regularly to enhance service quality
31% of tobacco consumers report that inconsistent customer service experiences reduce brand trust
44% of tobacco companies plan to increase investment in AI-driven customer service tools by 2024

Customer Service and Communication Interpretation

Despite 58% of tobacco companies ramping up investments in customer experience in 2023, over a third of consumers still face poor after-sales support and unhelpful website FAQs, revealing that without consistent, proactive, and swift service—bolstered by AI tech—brand loyalty and trust in the tobacco industry remain on shaky ground.

Digital Engagement and Online Reviews

54% of tobacco product users read online reviews before purchase
69% of tobacco firms increased digital engagement efforts in the past year to improve customer experience

Digital Engagement and Online Reviews Interpretation

With over half of users consulting online reviews and nearly 70% of tobacco firms boosting their digital presence, it's clear that in the industry, a good digital reputation isn't just a bonus—it's swiftly becoming the litmus test for customer trust.