GITNUXREPORT 2025

Customer Success Statistics

Customer success boosts retention, profits, loyalty, and customer experience significantly.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

Customer success-driven companies are 60% more profitable than companies that don’t prioritize customer success

Statistic 2

59% of customers say they have higher expectations for customer service than they did a year ago

Statistic 3

54% of customers say they expect to have their issue resolved in one contact

Statistic 4

83% of customers want more human interactions with brands, despite the rise of digital channels

Statistic 5

67% of customers say they want to solve issues on their own before contacting support

Statistic 6

79% of customers have used live chat for support, and 73% say they prefer it for quick resolutions

Statistic 7

58% of customers say their expectations for personalized service are higher than in previous years

Statistic 8

81% of SaaS companies measure customer success primarily through retention

Statistic 9

Companies with proactive customer success models have a 15% higher retention rate than reactive models

Statistic 10

55% of customers have stopped doing business with a company due to poor customer service

Statistic 11

The average customer churn rate in SaaS is around 5-7% per year

Statistic 12

77% of SaaS companies say customer renewal is a top priority

Statistic 13

74% of SaaS companies report improved renewal rates after focusing on customer success

Statistic 14

Companies that excel at customer success achieve 2x higher retention rates than average

Statistic 15

70% of customers say connected processes are very important to winning their business

Statistic 16

86% of buyers will pay more for a better customer experience

Statistic 17

80% of businesses believe they deliver “superior” customer service, but only 8% of customers agree

Statistic 18

73% of buyers point to customer experience as an important factor in their purchasing decisions

Statistic 19

68% of customers say that their customer service interactions are more influenced by how they feel they were treated than by the outcome

Statistic 20

Customer success teams that align closely with sales see a 10-15% higher revenue growth

Statistic 21

78% of consumers have bailed on a transaction or not made an intended purchase because of poor service

Statistic 22

82% of customers have taken steps to resolve issues on their own before contacting customer support

Statistic 23

90% of organizations see customer success as a core component of their growth strategy

Statistic 24

69% of customers say they are more likely to renew with a company that delivers excellent customer service

Statistic 25

73% of survey respondents say positive customer experiences make them more loyal

Statistic 26

84% of organizations that focus on customer success see an increase in revenue

Statistic 27

65% of B2B buyers say that enterprise vendors’ failure to engage effectively with their needs influences their purchasing decisions

Statistic 28

55% of users say they would recommend a brand after a positive customer success experience

Statistic 29

74% of users say they’re likely to switch to a competitor after a poor customer experience

Statistic 30

Customer satisfaction scores are correlating directly with retention rates, with a 1-point increase in CSAT linked to a 3% increase in retention

Statistic 31

61% of businesses say that customer success management reduces customer churn

Statistic 32

Providing a personalized customer experience can increase customer satisfaction by up to 20%

Statistic 33

72% of customers say they have only engaged with a brand after a negative experience due to improved customer service

Statistic 34

80% of customers say they are more likely to purchase from a company that offers personalized experiences

Statistic 35

65% of customer success teams report increased collaboration with other departments after implementing a customer success strategy

Statistic 36

59% of customers would try a new brand if they received superior customer service

Statistic 37

Companies implementing customer success initiatives see an average of 25% reduction in customer complaints

Statistic 38

50% of churned customers cite poor onboarding as a major reason for leaving

Statistic 39

63% of B2C companies send proactive outreach messages to customers, resulting in higher engagement

Statistic 40

88% of organizations have seen measurable business results after adopting customer success management

Statistic 41

65% of consumers say that connected processes across departments improve their overall experience

Statistic 42

52% of customers say they’re more likely to stay with a company that offers proactive support

Statistic 43

90% of companies say that happy customers are essential to their business growth

Statistic 44

59% of customers are willing to recommend a brand after a positive experience

Statistic 45

70% of customer success teams use automation tools to improve efficiency

Statistic 46

54% of companies see improved profits when they leverage customer success strategies

Statistic 47

Investing in customer success technology results in a 22% increase in customer lifetime value

Statistic 48

72% of executives believe customer success is critical to their company's growth

Statistic 49

Customer success platforms can improve onboarding efficiency by up to 50%

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Key Highlights

70% of customers say connected processes are very important to winning their business
86% of buyers will pay more for a better customer experience
80% of businesses believe they deliver “superior” customer service, but only 8% of customers agree
Customer success-driven companies are 60% more profitable than companies that don’t prioritize customer success
73% of buyers point to customer experience as an important factor in their purchasing decisions
81% of SaaS companies measure customer success primarily through retention
Companies with proactive customer success models have a 15% higher retention rate than reactive models
55% of customers have stopped doing business with a company due to poor customer service
The average customer churn rate in SaaS is around 5-7% per year
59% of customers say they have higher expectations for customer service than they did a year ago
68% of customers say that their customer service interactions are more influenced by how they feel they were treated than by the outcome
Customer success teams that align closely with sales see a 10-15% higher revenue growth
78% of consumers have bailed on a transaction or not made an intended purchase because of poor service

Did you know that while 86% of buyers are willing to pay more for a better customer experience, only 8% of customers believe they are truly receiving superior service—highlighting a significant gap that successful companies are capitalizing on to boost retention, loyalty, and profit?

Business Impact and Performance

Customer success-driven companies are 60% more profitable than companies that don’t prioritize customer success

Business Impact and Performance Interpretation

Prioritizing customer success isn't just good for your clients—it's the secret sauce that can boost your company's profitability by 60%, proving that caring about customers pays off in the bottom line.

Customer Expectations and Preferences

59% of customers say they have higher expectations for customer service than they did a year ago
54% of customers say they expect to have their issue resolved in one contact
83% of customers want more human interactions with brands, despite the rise of digital channels
67% of customers say they want to solve issues on their own before contacting support
79% of customers have used live chat for support, and 73% say they prefer it for quick resolutions
58% of customers say their expectations for personalized service are higher than in previous years

Customer Expectations and Preferences Interpretation

As customer expectations soar—demanding quicker, more personalized, and humanized support—businesses must double down on their service game or risk falling behind in a digital age where customers are both self-reliant and craving genuine human connection.

Customer Retention and Loyalty

81% of SaaS companies measure customer success primarily through retention
Companies with proactive customer success models have a 15% higher retention rate than reactive models
55% of customers have stopped doing business with a company due to poor customer service
The average customer churn rate in SaaS is around 5-7% per year
77% of SaaS companies say customer renewal is a top priority
74% of SaaS companies report improved renewal rates after focusing on customer success
Companies that excel at customer success achieve 2x higher retention rates than average

Customer Retention and Loyalty Interpretation

In the competitive SaaS landscape, prioritizing proactive customer success—since 81% track retention and those who do so see a 15% boost—proves that excellent service not only keeps customers loyal (reducing churn from poor service) but also doubles retention rates, making renewal a company's best revenue strategy.

Customer Satisfaction and Experience

70% of customers say connected processes are very important to winning their business
86% of buyers will pay more for a better customer experience
80% of businesses believe they deliver “superior” customer service, but only 8% of customers agree
73% of buyers point to customer experience as an important factor in their purchasing decisions
68% of customers say that their customer service interactions are more influenced by how they feel they were treated than by the outcome
Customer success teams that align closely with sales see a 10-15% higher revenue growth
78% of consumers have bailed on a transaction or not made an intended purchase because of poor service
82% of customers have taken steps to resolve issues on their own before contacting customer support
90% of organizations see customer success as a core component of their growth strategy
69% of customers say they are more likely to renew with a company that delivers excellent customer service
73% of survey respondents say positive customer experiences make them more loyal
84% of organizations that focus on customer success see an increase in revenue
65% of B2B buyers say that enterprise vendors’ failure to engage effectively with their needs influences their purchasing decisions
55% of users say they would recommend a brand after a positive customer success experience
74% of users say they’re likely to switch to a competitor after a poor customer experience
Customer satisfaction scores are correlating directly with retention rates, with a 1-point increase in CSAT linked to a 3% increase in retention
61% of businesses say that customer success management reduces customer churn
Providing a personalized customer experience can increase customer satisfaction by up to 20%
72% of customers say they have only engaged with a brand after a negative experience due to improved customer service
80% of customers say they are more likely to purchase from a company that offers personalized experiences
65% of customer success teams report increased collaboration with other departments after implementing a customer success strategy
59% of customers would try a new brand if they received superior customer service
Companies implementing customer success initiatives see an average of 25% reduction in customer complaints
50% of churned customers cite poor onboarding as a major reason for leaving
63% of B2C companies send proactive outreach messages to customers, resulting in higher engagement
88% of organizations have seen measurable business results after adopting customer success management
65% of consumers say that connected processes across departments improve their overall experience
52% of customers say they’re more likely to stay with a company that offers proactive support
90% of companies say that happy customers are essential to their business growth
59% of customers are willing to recommend a brand after a positive experience

Customer Satisfaction and Experience Interpretation

While over two-thirds of buyers prioritize connected processes and personalized service, a striking disconnect persists—only 8% of customers agree that their companies deliver "superior" service—highlighting that in customer success, perception isn't just reality, but the key to unlocking loyalty and growth.

Customer Success Strategies and Technologies

70% of customer success teams use automation tools to improve efficiency
54% of companies see improved profits when they leverage customer success strategies
Investing in customer success technology results in a 22% increase in customer lifetime value
72% of executives believe customer success is critical to their company's growth
Customer success platforms can improve onboarding efficiency by up to 50%

Customer Success Strategies and Technologies Interpretation

With 70% of customer success teams embracing automation and over half of companies reaping profit boosts and increasing lifetime value, it's clear that investing in customer success technology isn't just smart—it's essential for driving growth and delivering exceptional onboarding efficiency.