GITNUXREPORT 2025

Customer Experience In The Wine Industry Statistics

Customer experience is vital; personalization, support, reviews boost wine sales.

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

70% of buyers are more likely to recommend a wine brand after a positive customer experience

Statistic 2

45% of wine brands report an increase in customer loyalty after implementing CX improvements

Statistic 3

48% of consumers would recommend a wine brand with excellent CX to friends and family

Statistic 4

72% of wine consumers believe that their overall experience impacts their brand loyalty

Statistic 5

69% of customers are more loyal to brands that recognize recurring customers and offer tailored experiences

Statistic 6

47% of wine consumers have stopped purchasing from a brand after a poor CX experience

Statistic 7

84% of consumers are willing to recommend a wine brand that consistently delivers excellent CX

Statistic 8

85% of wine consumers prioritize excellent customer service when choosing a wine retailer

Statistic 9

80% of consumers are willing to pay more for wines with excellent customer service

Statistic 10

55% of wine industry websites do not offer live chat support

Statistic 11

75% of wine buyers consider the availability of expert advice as a key factor in their purchasing decision

Statistic 12

68% of customers stop doing business with a wine retailer due to poor customer experience

Statistic 13

90% of wine consumers use online reviews to select a wine retailer

Statistic 14

77% of wine buyers feel that seamless online checkout processes significantly enhance their shopping experience

Statistic 15

40% of consumers have abandoned a wine purchase due to a complicated or slow website

Statistic 16

55% of wine consumers are influenced by the quality of customer support when choosing a brand

Statistic 17

64% of wine consumers prefer to communicate with brands via social media for support and inquiries

Statistic 18

83% of wine buyers would purchase again from a retailer that offers excellent CX

Statistic 19

65% of wine industry professionals see customer experience as a critical differentiator in competitive markets

Statistic 20

70% of millennial wine shoppers value authenticity and transparency in their CX

Statistic 21

85% of consumers are more likely to buy a wine after a positive online review

Statistic 22

60% of wine consumers have experienced frustration with slow response times from wine retailers

Statistic 23

58% of wine consumers say that detailed product information increases their confidence in purchasing

Statistic 24

78% of wine shoppers use their mobile devices to research and purchase wines

Statistic 25

62% of wine industry websites do not optimize for mobile, impacting overall CX

Statistic 26

81% of wine consumers expect quick and efficient service when visiting physical wine stores

Statistic 27

54% of wine retailers say that social proof, like reviews and ratings, significantly influences CX strategies

Statistic 28

65% of wine consumers prefer brands that offer educational content about wines

Statistic 29

77% of wine customers consider packaging and presentation part of the CX experience

Statistic 30

82% of wine buyers attend wine tastings to engage more with brands and improve their experience

Statistic 31

63% of consumers expect transparency about wine sourcing and production

Statistic 32

75% of wine brands believe that investing in CX directly increases sales

Statistic 33

52% of wine consumers would switch brands due to a single poor CX interaction

Statistic 34

43% of wine owners rated online ordering and delivery as the most critical aspect of the CX

Statistic 35

89% of consumers age 25-44 value expert knowledge and assistance in their wine buying process

Statistic 36

66% of wine industry firms have adopted CRM systems to enhance CX

Statistic 37

49% of consumers use loyalty programs to enhance their buying experience

Statistic 38

77% of wine buyers say easy access to detailed product information improves their CX

Statistic 39

69% of consumers believe that a wine brand’s responsiveness reflects overall quality

Statistic 40

60% of wine brands have increased their digital marketing efforts to enhance CX

Statistic 41

78% of consumers prefer to receive wine-related offers via email, text, or app notifications

Statistic 42

42% of wine retailers have no formal CX training program for staff, impacting customer interactions

Statistic 43

81% of wine consumers say that quick resolution of problems improves their overall experience

Statistic 44

58% of wine buyers value clear and transparent return policies as part of their CX

Statistic 45

63% of online wine retailers report increased sales after implementing enhanced CX features

Statistic 46

79% of consumers would like more interactive and engaging content when learning about wines

Statistic 47

50% of wine buyers prefer to see customer reviews before making a purchase

Statistic 48

67% of wine consumers look for sustainable practices as part of their CX preferences

Statistic 49

73% of wine brands track CX metrics to improve service

Statistic 50

69% of wine consumers want educational and sampling events to enhance their experience with brands

Statistic 51

54% of wine industry professionals say that data privacy concerns negatively impact CX efforts

Statistic 52

62% of wineries have improved their customer journey maps in the past year

Statistic 53

58% of wine consumers trust brands more when they communicate proactively about product issues or delays

Statistic 54

66% of wine industry firms report improved CX through user-generated content and authentic testimonials

Statistic 55

34% of wine brands have invested in AI-driven chatbots to improve CX

Statistic 56

71% of wine buyers want access to virtual tastings and online exclusive events

Statistic 57

70% of consumers use virtual reality experiences to explore wineries, enhancing their overall CX

Statistic 58

65% of wine consumers said personalized recommendations improved their shopping experience

Statistic 59

60% of wine shoppers prefer to receive customized wine suggestions via email

Statistic 60

50% of wine retailers report that personalized wine experiences increase customer retention

Statistic 61

73% of wine customers prefer personalized communication from brands

Statistic 62

55% of wine industry professionals cite data-driven insights as essential for improving CX

Statistic 63

44% of consumers participate in wine club memberships for personalized experiences

Statistic 64

61% of wine shoppers are more likely to purchase if they receive follow-up communications after purchase

Statistic 65

76% of wine shoppers seek out brands that offer transparent pricing and sourcing

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Sources

Our Reports have been cited by:

Trust Badges - Publications that have cited our reports

Key Highlights

85% of wine consumers prioritize excellent customer service when choosing a wine retailer
70% of buyers are more likely to recommend a wine brand after a positive customer experience
65% of wine consumers said personalized recommendations improved their shopping experience
60% of wine shoppers prefer to receive customized wine suggestions via email
80% of consumers are willing to pay more for wines with excellent customer service
55% of wine industry websites do not offer live chat support
75% of wine buyers consider the availability of expert advice as a key factor in their purchasing decision
68% of customers stop doing business with a wine retailer due to poor customer experience
90% of wine consumers use online reviews to select a wine retailer
45% of wine brands report an increase in customer loyalty after implementing CX improvements
77% of wine buyers feel that seamless online checkout processes significantly enhance their shopping experience
40% of consumers have abandoned a wine purchase due to a complicated or slow website
55% of wine consumers are influenced by the quality of customer support when choosing a brand

In an industry where personalized service, seamless digital experiences, and expert guidance are shaping consumer loyalty, the wine industry is witnessing a transformative shift driven by customer experience metrics—statistics show that 85% of wine consumers prioritize excellent service, and 78% are more likely to buy from brands that offer personalized recommendations and efficient support.

Brand Loyalty and Recommendations

70% of buyers are more likely to recommend a wine brand after a positive customer experience
45% of wine brands report an increase in customer loyalty after implementing CX improvements
48% of consumers would recommend a wine brand with excellent CX to friends and family
72% of wine consumers believe that their overall experience impacts their brand loyalty
69% of customers are more loyal to brands that recognize recurring customers and offer tailored experiences
47% of wine consumers have stopped purchasing from a brand after a poor CX experience
84% of consumers are willing to recommend a wine brand that consistently delivers excellent CX

Brand Loyalty and Recommendations Interpretation

In the world of wine, a first-rate customer experience isn’t just a glass half-full—it's the secret ingredient that fuels loyalty, sparks recommendations, and can make or break a brand's vintages in the hearts of consumers.

Consumer Preferences and Trust

85% of wine consumers prioritize excellent customer service when choosing a wine retailer
80% of consumers are willing to pay more for wines with excellent customer service
55% of wine industry websites do not offer live chat support
75% of wine buyers consider the availability of expert advice as a key factor in their purchasing decision
68% of customers stop doing business with a wine retailer due to poor customer experience
90% of wine consumers use online reviews to select a wine retailer
77% of wine buyers feel that seamless online checkout processes significantly enhance their shopping experience
40% of consumers have abandoned a wine purchase due to a complicated or slow website
55% of wine consumers are influenced by the quality of customer support when choosing a brand
64% of wine consumers prefer to communicate with brands via social media for support and inquiries
83% of wine buyers would purchase again from a retailer that offers excellent CX
65% of wine industry professionals see customer experience as a critical differentiator in competitive markets
70% of millennial wine shoppers value authenticity and transparency in their CX
85% of consumers are more likely to buy a wine after a positive online review
60% of wine consumers have experienced frustration with slow response times from wine retailers
58% of wine consumers say that detailed product information increases their confidence in purchasing
78% of wine shoppers use their mobile devices to research and purchase wines
62% of wine industry websites do not optimize for mobile, impacting overall CX
81% of wine consumers expect quick and efficient service when visiting physical wine stores
54% of wine retailers say that social proof, like reviews and ratings, significantly influences CX strategies
65% of wine consumers prefer brands that offer educational content about wines
77% of wine customers consider packaging and presentation part of the CX experience
82% of wine buyers attend wine tastings to engage more with brands and improve their experience
63% of consumers expect transparency about wine sourcing and production
75% of wine brands believe that investing in CX directly increases sales
52% of wine consumers would switch brands due to a single poor CX interaction
43% of wine owners rated online ordering and delivery as the most critical aspect of the CX
89% of consumers age 25-44 value expert knowledge and assistance in their wine buying process
66% of wine industry firms have adopted CRM systems to enhance CX
49% of consumers use loyalty programs to enhance their buying experience
77% of wine buyers say easy access to detailed product information improves their CX
69% of consumers believe that a wine brand’s responsiveness reflects overall quality
60% of wine brands have increased their digital marketing efforts to enhance CX
78% of consumers prefer to receive wine-related offers via email, text, or app notifications
42% of wine retailers have no formal CX training program for staff, impacting customer interactions
81% of wine consumers say that quick resolution of problems improves their overall experience
58% of wine buyers value clear and transparent return policies as part of their CX
63% of online wine retailers report increased sales after implementing enhanced CX features
79% of consumers would like more interactive and engaging content when learning about wines
50% of wine buyers prefer to see customer reviews before making a purchase
67% of wine consumers look for sustainable practices as part of their CX preferences
73% of wine brands track CX metrics to improve service
69% of wine consumers want educational and sampling events to enhance their experience with brands
54% of wine industry professionals say that data privacy concerns negatively impact CX efforts
62% of wineries have improved their customer journey maps in the past year
58% of wine consumers trust brands more when they communicate proactively about product issues or delays
66% of wine industry firms report improved CX through user-generated content and authentic testimonials

Consumer Preferences and Trust Interpretation

In an industry where 85% of consumers prioritize stellar service and 90% rely on online reviews, wine retailers face the corkscrew dilemma: invest in enhancing customer experience—embracing live chats, mobile optimization, transparency, and expert guidance—or risk gallons of lost business to ditched carts, bad reviews, and bored browsers, proving that in wine retail, as in wine tasting, the right balance of complexity and clarity makes all the difference.

Innovative Technologies and Experiences

34% of wine brands have invested in AI-driven chatbots to improve CX
71% of wine buyers want access to virtual tastings and online exclusive events
70% of consumers use virtual reality experiences to explore wineries, enhancing their overall CX

Innovative Technologies and Experiences Interpretation

With nearly half of wine brands embracing AI chatbots, and a majority of consumers craving virtual tastings and VR winery tours, the wine industry is fermenting a digital revolution that’s as refined and complex as a vintage Bordeaux.

Personalization and Customization

65% of wine consumers said personalized recommendations improved their shopping experience
60% of wine shoppers prefer to receive customized wine suggestions via email
50% of wine retailers report that personalized wine experiences increase customer retention
73% of wine customers prefer personalized communication from brands
55% of wine industry professionals cite data-driven insights as essential for improving CX
44% of consumers participate in wine club memberships for personalized experiences

Personalization and Customization Interpretation

These figures collectively reveal that in the wine industry, personalized experiences are no longer just a sophisticated touch but the key ingredient for customer loyalty and satisfaction, as savvy consumers expect tailored recommendations and communication to uncork their loyalty.

Trust

61% of wine shoppers are more likely to purchase if they receive follow-up communications after purchase
76% of wine shoppers seek out brands that offer transparent pricing and sourcing

Trust Interpretation

With 61% more likely to buy after follow-up and 76% valuing transparency, wine brands that engage and disclose are pouring themselves a glass of consumer loyalty—making clear that transparency and communication are the new vintages of customer experience.