GITNUXREPORT 2025

Digital Customer Experience Statistics

Enhanced digital experiences increase loyalty, sales, and competitive advantage 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

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

Statistic 2

73% of consumers say that a good experience is key in influencing their brand loyalty

Statistic 3

88% of online consumers are less likely to return to a website after a bad user experience

Statistic 4

57% of consumers say they have stopped doing business with a company because of poor digital experience

Statistic 5

84% of consumers say that their experience with a company is just as important as its products and services

Statistic 6

94% of consumers say they’re likely to be more loyal to brands that offer easy-to-access support

Statistic 7

89% of companies compete primarily on customer experience

Statistic 8

80% of consumers say that the experience a company provides is as important as its products and services

Statistic 9

70% of consumers say they have given up on a transaction because of poor customer service

Statistic 10

94% of customers are likely to be brand advocates if they have a positive customer experience

Statistic 11

59% of consumers will switch brands after a poor customer experience

Statistic 12

87% of customers think brands need to put more effort into providing a seamless experience

Statistic 13

78% of consumers say that their shopping experience is more important than price

Statistic 14

88% of organizations are investing in customer experience improvements

Statistic 15

42% of companies say that their customer experience initiatives have increased revenue

Statistic 16

77% of consumers say easy access to customer service influences their brand loyalty

Statistic 17

69% of customers report that they are more loyal toward brands that offer a seamless digital experience

Statistic 18

72% of companies believe that customer experience is a key differentiator in their industry

Statistic 19

82% of consumers have stopped support after a poor experience

Statistic 20

91% of consumers would recommend a brand after a positive digital experience

Statistic 21

87% of consumers say they have a higher lifetime value with brands that deliver excellent digital experiences

Statistic 22

80% of brands report that improving customer experience is their top priority

Statistic 23

83% of consumers say they would stop doing business with a company after a bad digital experience

Statistic 24

82% of customers say that rapid responses to questions impact strongly on their loyalty

Statistic 25

70% of consumers are more likely to purchase if they find a brand’s digital experience intuitive and easy to use

Statistic 26

Companies with strong omnichannel strategies retain on average 89% of their customers

Statistic 27

60% of consumers say they will stop engaging with brand content that doesn’t truly speak to them

Statistic 28

78% of consumers are more likely to make a purchase from a brand that provides personalized experiences

Statistic 29

65% of consumers find new brands primarily throughInstagram, Facebook, and TikTok

Statistic 30

79% of consumers want brands to make it easier to get answers to their questions

Statistic 31

40% of consumers shop via mobile devices, and this is expected to grow

Statistic 32

63% of consumers expect companies to offer support via live chat

Statistic 33

56% of consumers say they are more likely to shop with a retailer who recognizes them by name

Statistic 34

75% of consumers expect a consistent experience wherever they engage with a brand

Statistic 35

54% of consumers prefer to use self-service options, such as FAQs or chatbots, for support

Statistic 36

63% of customers expect to communicate with companies via messaging apps

Statistic 37

68% of consumers say they would pay more for a better customer experience

Statistic 38

91% of consumers want brands to make it easier to communicate and engage with them digitally

Statistic 39

80% of consumers are more likely to buy from brands that personalize their experiences

Statistic 40

62% of consumers want companies to provide a digital platform that is easy to navigate

Statistic 41

85% of customers say they are more likely to buy from a brand that offers personalized experiences

Statistic 42

45% of consumers say they will switch brands if personalization experiences are lacking

Statistic 43

85% of consumers prefer to use social media as a channel for customer support

Statistic 44

78% of consumers say that a personalized email increases their likelihood of making a purchase

Statistic 45

91% of consumers visit a brand’s website before making a purchase

Statistic 46

75% of consumers expect consistent service across all channels

Statistic 47

77% of consumers are willing to pay more for a better digital experience

Statistic 48

58% of consumers prefer to contact customer service via social media

Statistic 49

63% of consumers expect companies to understand their needs through data

Statistic 50

70% of consumers are more likely to buy when they are engaged through personalized content

Statistic 51

78% of consumers feel that personalization is the most important feature a brand can offer online

Statistic 52

49% of consumers want brands to offer one-on-one interactions

Statistic 53

64% of consumers expect chatbots to resolve issues quickly

Statistic 54

90% of customers use multiple channels during their shopping journey

Statistic 55

74% of customers are likely to buy based on a personalized experience

Statistic 56

54% of consumers say they are more likely to remain loyal if the brand personalizes their communications

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Sources

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Key Highlights

86% of buyers will pay more for a better customer experience
73% of consumers say that a good experience is key in influencing their brand loyalty
88% of online consumers are less likely to return to a website after a bad user experience
60% of consumers say they will stop engaging with brand content that doesn’t truly speak to them
Companies with strong omnichannel strategies retain on average 89% of their customers
74% of customers are likely to buy based on a personalized experience
57% of consumers say they have stopped doing business with a company because of poor digital experience
78% of consumers are more likely to make a purchase from a brand that provides personalized experiences
65% of consumers find new brands primarily throughInstagram, Facebook, and TikTok
90% of customers use multiple channels during their shopping journey
79% of consumers want brands to make it easier to get answers to their questions
84% of consumers say that their experience with a company is just as important as its products and services
94% of consumers say they’re likely to be more loyal to brands that offer easy-to-access support

In an era where 86% of buyers are willing to pay more and 94% of consumers favor seamless, personalized digital interactions, delivering an exceptional customer experience has become the ultimate competitive edge for brands seeking loyalty and growth.

Customer Experience and Satisfaction

86% of buyers will pay more for a better customer experience
73% of consumers say that a good experience is key in influencing their brand loyalty
88% of online consumers are less likely to return to a website after a bad user experience
57% of consumers say they have stopped doing business with a company because of poor digital experience
84% of consumers say that their experience with a company is just as important as its products and services
94% of consumers say they’re likely to be more loyal to brands that offer easy-to-access support
89% of companies compete primarily on customer experience
80% of consumers say that the experience a company provides is as important as its products and services
70% of consumers say they have given up on a transaction because of poor customer service
94% of customers are likely to be brand advocates if they have a positive customer experience
59% of consumers will switch brands after a poor customer experience
87% of customers think brands need to put more effort into providing a seamless experience
78% of consumers say that their shopping experience is more important than price
88% of organizations are investing in customer experience improvements
42% of companies say that their customer experience initiatives have increased revenue
77% of consumers say easy access to customer service influences their brand loyalty
69% of customers report that they are more loyal toward brands that offer a seamless digital experience
72% of companies believe that customer experience is a key differentiator in their industry
82% of consumers have stopped support after a poor experience
91% of consumers would recommend a brand after a positive digital experience
87% of consumers say they have a higher lifetime value with brands that deliver excellent digital experiences
80% of brands report that improving customer experience is their top priority
83% of consumers say they would stop doing business with a company after a bad digital experience
82% of customers say that rapid responses to questions impact strongly on their loyalty
70% of consumers are more likely to purchase if they find a brand’s digital experience intuitive and easy to use

Customer Experience and Satisfaction Interpretation

In an era where nearly nine out of ten consumers prioritize seamless and positive digital interactions and are quick to abandon brands that falter, it’s clear that companies must elevate their customer experience from a mere checkbox to a strategic imperative—or risk losing loyalty, revenue, and ultimately, relevance.

Customer Loyalty and Advocacy

Companies with strong omnichannel strategies retain on average 89% of their customers

Customer Loyalty and Advocacy Interpretation

A seamless omnichannel approach isn't just good manners—it's a customer retention superpower, with those companies holding onto nearly 9 out of 10 clients.

Customer Preferences and Expectations

60% of consumers say they will stop engaging with brand content that doesn’t truly speak to them
78% of consumers are more likely to make a purchase from a brand that provides personalized experiences
65% of consumers find new brands primarily throughInstagram, Facebook, and TikTok
79% of consumers want brands to make it easier to get answers to their questions
40% of consumers shop via mobile devices, and this is expected to grow
63% of consumers expect companies to offer support via live chat
56% of consumers say they are more likely to shop with a retailer who recognizes them by name
75% of consumers expect a consistent experience wherever they engage with a brand
54% of consumers prefer to use self-service options, such as FAQs or chatbots, for support
63% of customers expect to communicate with companies via messaging apps
68% of consumers say they would pay more for a better customer experience
91% of consumers want brands to make it easier to communicate and engage with them digitally
80% of consumers are more likely to buy from brands that personalize their experiences
62% of consumers want companies to provide a digital platform that is easy to navigate
85% of customers say they are more likely to buy from a brand that offers personalized experiences
45% of consumers say they will switch brands if personalization experiences are lacking
85% of consumers prefer to use social media as a channel for customer support
78% of consumers say that a personalized email increases their likelihood of making a purchase
91% of consumers visit a brand’s website before making a purchase
75% of consumers expect consistent service across all channels
77% of consumers are willing to pay more for a better digital experience
58% of consumers prefer to contact customer service via social media
63% of consumers expect companies to understand their needs through data
70% of consumers are more likely to buy when they are engaged through personalized content
78% of consumers feel that personalization is the most important feature a brand can offer online
49% of consumers want brands to offer one-on-one interactions
64% of consumers expect chatbots to resolve issues quickly

Customer Preferences and Expectations Interpretation

In an era where 91% of consumers crave seamless, personalized digital engagement — with 70% more likely to buy when targeted content aligns with their needs and 45% ready to switch brands due to lack of personalization — brands ignoring the digital customer experience do so at their peril, as consumers now demand not only easy navigation and quick support but also recognition and communication across social channels, proving that in the digital age, personalized and consistent interactions are the new currency of customer loyalty.

Omnichannel and Multichannel Engagement

90% of customers use multiple channels during their shopping journey

Omnichannel and Multichannel Engagement Interpretation

With 90% of customers juggling multiple channels, businesses must master the art of seamless omnichannel experiences or risk being left behind in the digital dust.

Personalization and Response Effectiveness

74% of customers are likely to buy based on a personalized experience
54% of consumers say they are more likely to remain loyal if the brand personalizes their communications

Personalization and Response Effectiveness Interpretation

These statistics underscore that in the digital age, personalized experiences are not just a nicety but a necessity, transforming customer engagement into a loyalty-driven, revenue-boosting strategy.