GITNUXREPORT 2025

Customer Experience In The Wholesale Industry Statistics

Wholesale customer experience drives loyalty, revenue, personalization, and digital engagement.

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 buyers are willing to pay more for a better customer experience in wholesale

Statistic 2

84% of wholesale buyers prefer personalized experiences

Statistic 3

65% of wholesale distributors view digital platforms as essential for customer engagement

Statistic 4

74% of wholesale customers expect seamless online ordering options

Statistic 5

67% of wholesale companies believe that improving CX can increase revenue

Statistic 6

60% of wholesale buyers have increased their online engagement with suppliers over the past year

Statistic 7

55% of B2B buyers prefer live chat for customer support when dealing with wholesale suppliers

Statistic 8

68% of wholesale customers would recommend a company with excellent CX to others

Statistic 9

79% of wholesale buyers want transparent pricing and availability information

Statistic 10

64% of wholesale companies feel that data-driven insights improve customer satisfaction

Statistic 11

69% of wholesale customers are willing to switch to a competitor after just one poor experience

Statistic 12

83% of wholesale buyers prioritize supplier responsiveness

Statistic 13

72% of wholesale companies report that automation has improved customer experience

Statistic 14

66% of wholesale buyers expect customizable products and services

Statistic 15

80% of wholesale organizations believe CX differentiation will be a competitive advantage

Statistic 16

75% of wholesale buyers expect consistent, high-quality customer service across all channels

Statistic 17

54% of wholesale companies believe digital transformation is crucial to improve CX

Statistic 18

63% of B2B buyers find online product information more reliable than sales reps’ information

Statistic 19

87% of wholesale customers expect companies to understand their needs proactively

Statistic 20

77% of wholesale buyers are more likely to purchase again if the onboarding process is smooth

Statistic 21

72% of wholesale buyers rely on digital catalogs for product info

Statistic 22

50% of wholesale customers expect rapid delivery as part of their CX expectations

Statistic 23

73% of wholesale firms use customer feedback to improve products and services

Statistic 24

59% of wholesale buyers prefer contacting vendors via email for support

Statistic 25

63% of wholesale brands believe that digital customer service channels will replace traditional support channels

Statistic 26

79% of wholesale buyers want transparency in order statuses

Statistic 27

65% of wholesale clients value sustainability practices as part of their customer experience

Statistic 28

80% of wholesale organizations use data analytics to predict customer needs

Statistic 29

66% of wholesale companies believe that innovation in CX can create competitive advantages

Statistic 30

88% of wholesale customers expect vendors to streamline the purchase process

Statistic 31

48% of wholesale firms are investing in virtual and augmented reality for better customer engagement

Statistic 32

82% of wholesale customers want clearer product information on websites

Statistic 33

71% of wholesale buyers value efficient returns and refund processes

Statistic 34

65% of wholesale companies report that their CX initiatives have increased sales

Statistic 35

76% of wholesale businesses use customer journey mapping to improve CX

Statistic 36

55% of wholesale clients expect proactive communication about their orders

Statistic 37

92% of wholesale companies believe their CX strategies impact customer loyalty significantly

Statistic 38

88% of wholesale customers are more loyal to brands that personalize communication

Statistic 39

69% of wholesale companies measure customer loyalty through NPS

Statistic 40

84% of wholesale brands enhance CX through social media engagement

Statistic 41

74% of wholesale distributors have implemented loyalty programs to retain customers

Statistic 42

57% of wholesale buyers said that a personalized shopping experience influences their loyalty

Statistic 43

70% of wholesale customers switch brands due to poor customer service

Statistic 44

90% of wholesale buyers consider customer support as a key factor in their purchasing decisions

Statistic 45

78% of wholesale customers are more likely to repeat business with companies that provide excellent CX

Statistic 46

81% of wholesale buyers expect quick resolution times for customer service inquiries

Statistic 47

58% of wholesale consumers value consistent communication during the buying process

Statistic 48

52% of wholesale companies track customer satisfaction metrics regularly

Statistic 49

49% of wholesale buyers say that poor logistics impacts their customer experience negatively

Statistic 50

61% of wholesale companies have increased investment in training staff to improve CX

Statistic 51

69% of wholesale companies have adopted chatbots to provide instant support

Statistic 52

58% of wholesale firms find that investing in employee training improves CX

Statistic 53

85% of wholesale firms plan to invest in customer experience solutions within the next year

Statistic 54

73% of wholesale distributors use CRM systems to enhance customer experience

Statistic 55

77% of wholesale distributors have integrated digital tools to streamline customer interactions

Statistic 56

62% of wholesale purchasers use mobile apps to order or check product info

Statistic 57

70% of wholesale firms offer self-service portals to enhance CX

Statistic 58

51% of wholesale companies plan to adopt AI to personalize CX in the next two years

Statistic 59

81% of wholesale buyers see value in virtual showroom experiences

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Sources

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Key Highlights

86% of buyers are willing to pay more for a better customer experience in wholesale
70% of wholesale customers switch brands due to poor customer service
84% of wholesale buyers prefer personalized experiences
65% of wholesale distributors view digital platforms as essential for customer engagement
74% of wholesale customers expect seamless online ordering options
90% of wholesale buyers consider customer support as a key factor in their purchasing decisions
67% of wholesale companies believe that improving CX can increase revenue
78% of wholesale customers are more likely to repeat business with companies that provide excellent CX
60% of wholesale buyers have increased their online engagement with suppliers over the past year
85% of wholesale firms plan to invest in customer experience solutions within the next year
55% of B2B buyers prefer live chat for customer support when dealing with wholesale suppliers
68% of wholesale customers would recommend a company with excellent CX to others
81% of wholesale buyers expect quick resolution times for customer service inquiries

In a fiercely competitive wholesale industry, where 86% of buyers are willing to pay more for a superior customer experience, companies that prioritize personalized, seamless, and digital-first interactions are reaping the rewards of increased loyalty, higher sales, and a clear competitive edge.

Customer Expectations and Preferences

86% of buyers are willing to pay more for a better customer experience in wholesale
84% of wholesale buyers prefer personalized experiences
65% of wholesale distributors view digital platforms as essential for customer engagement
74% of wholesale customers expect seamless online ordering options
67% of wholesale companies believe that improving CX can increase revenue
60% of wholesale buyers have increased their online engagement with suppliers over the past year
55% of B2B buyers prefer live chat for customer support when dealing with wholesale suppliers
68% of wholesale customers would recommend a company with excellent CX to others
79% of wholesale buyers want transparent pricing and availability information
64% of wholesale companies feel that data-driven insights improve customer satisfaction
69% of wholesale customers are willing to switch to a competitor after just one poor experience
83% of wholesale buyers prioritize supplier responsiveness
72% of wholesale companies report that automation has improved customer experience
66% of wholesale buyers expect customizable products and services
80% of wholesale organizations believe CX differentiation will be a competitive advantage
75% of wholesale buyers expect consistent, high-quality customer service across all channels
54% of wholesale companies believe digital transformation is crucial to improve CX
63% of B2B buyers find online product information more reliable than sales reps’ information
87% of wholesale customers expect companies to understand their needs proactively
77% of wholesale buyers are more likely to purchase again if the onboarding process is smooth
72% of wholesale buyers rely on digital catalogs for product info
50% of wholesale customers expect rapid delivery as part of their CX expectations
73% of wholesale firms use customer feedback to improve products and services
59% of wholesale buyers prefer contacting vendors via email for support
63% of wholesale brands believe that digital customer service channels will replace traditional support channels
79% of wholesale buyers want transparency in order statuses
65% of wholesale clients value sustainability practices as part of their customer experience
80% of wholesale organizations use data analytics to predict customer needs
66% of wholesale companies believe that innovation in CX can create competitive advantages
88% of wholesale customers expect vendors to streamline the purchase process
48% of wholesale firms are investing in virtual and augmented reality for better customer engagement
82% of wholesale customers want clearer product information on websites
71% of wholesale buyers value efficient returns and refund processes
65% of wholesale companies report that their CX initiatives have increased sales
76% of wholesale businesses use customer journey mapping to improve CX
55% of wholesale clients expect proactive communication about their orders

Customer Expectations and Preferences Interpretation

With 86% of buyers willing to pay a premium for superior CX, 84% craving personalized experiences, and nearly nine out of ten expecting seamless digital engagement, it's clear that wholesale companies that neglect to optimize their customer journey risk not only losing sales but also ceding their competitive edge in a rapidly transforming marketplace.

Customer Loyalty and Engagement

92% of wholesale companies believe their CX strategies impact customer loyalty significantly
88% of wholesale customers are more loyal to brands that personalize communication
69% of wholesale companies measure customer loyalty through NPS
84% of wholesale brands enhance CX through social media engagement
74% of wholesale distributors have implemented loyalty programs to retain customers
57% of wholesale buyers said that a personalized shopping experience influences their loyalty

Customer Loyalty and Engagement Interpretation

With nearly all wholesale companies recognizing the power of personalized and social media-driven CX strategies, it's clear that loyalty is becoming less about price and more about the brand's ability to make each customer feel uniquely valued—proving that in this industry, a tailored touch can turn casual buyers into lifelong advocates.

Customer Service and Support

70% of wholesale customers switch brands due to poor customer service
90% of wholesale buyers consider customer support as a key factor in their purchasing decisions
78% of wholesale customers are more likely to repeat business with companies that provide excellent CX
81% of wholesale buyers expect quick resolution times for customer service inquiries
58% of wholesale consumers value consistent communication during the buying process
52% of wholesale companies track customer satisfaction metrics regularly
49% of wholesale buyers say that poor logistics impacts their customer experience negatively
61% of wholesale companies have increased investment in training staff to improve CX
69% of wholesale companies have adopted chatbots to provide instant support
58% of wholesale firms find that investing in employee training improves CX

Customer Service and Support Interpretation

In the fiercely competitive wholesale landscape, where 70% of customers switch brands over poor service and 90% weigh support heavily in their buying choices, it's clear that investing in well-trained staff, speedy resolutions, and innovative tools like chatbots isn't just smart—it's essential for brands aiming to turn buyers into loyal advocates in an industry where consistent communication and logistics are make-or-break factors.

Digital Transformation and Technology Adoption

85% of wholesale firms plan to invest in customer experience solutions within the next year
73% of wholesale distributors use CRM systems to enhance customer experience
77% of wholesale distributors have integrated digital tools to streamline customer interactions
62% of wholesale purchasers use mobile apps to order or check product info
70% of wholesale firms offer self-service portals to enhance CX
51% of wholesale companies plan to adopt AI to personalize CX in the next two years
81% of wholesale buyers see value in virtual showroom experiences

Digital Transformation and Technology Adoption Interpretation

With over 85% of wholesale firms eyeing investments in customer experience solutions—ranging from CRM and digital tools to AI and virtual showrooms—it's clear that the industry is charging headlong into a digital renaissance where personalized, seamless, and mobile-friendly experiences are no longer optional but essential for staying competitive.