GITNUXREPORT 2025

Diversity, Equity, And Inclusion In The Customer Service Industry Statistics

Diverse, inclusive companies outperform, boost customer loyalty and enhance satisfaction levels.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

61% of customers prefer to buy from brands that demonstrate diversity and inclusion

Statistic 2

86% of consumers say diversity and inclusion are important factors when choosing brands to support

Statistic 3

56% of customers say a company's commitment to diversity influences their loyalty

Statistic 4

74% of consumers are more likely to buy from companies that demonstrate inclusive advertising

Statistic 5

40% of consumers say they are more likely to recommend a brand that champions diversity

Statistic 6

65% of consumers want brands to actively address social justice issues

Statistic 7

75% of customers are more likely to buy from brands that actively promote racial equality

Statistic 8

78% of consumers say they trust brands that demonstrate social responsibility including diversity and inclusion

Statistic 9

54% of customers prefer to communicate with customer service representatives from their own demographic group

Statistic 10

72% of consumers are more loyal to brands that take clear stands on social issues

Statistic 11

51% of customers say companies should do more to reflect diverse communities

Statistic 12

50% of consumers feel companies have a responsibility to address societal inequality

Statistic 13

55% of consumers are more likely to support brands that showcase diversity in their advertising campaigns

Statistic 14

54% of customers want to see more diversity among customer service representatives

Statistic 15

63% of consumers think that inclusive branding increases their trust in a company

Statistic 16

57% of consumers support brands that participate in social justice campaigns

Statistic 17

46% of consumers would stop supporting a brand after perceived discriminatory practices

Statistic 18

54% of consumers believe brands with diverse representation are more authentic

Statistic 19

36% of customer service tools lack features for supporting diverse customer needs

Statistic 20

78% of consumers expect brands to demonstrate social responsibility, including diversity efforts, in their marketing

Statistic 21

64% of organizations have metrics in place to measure the impact of diversity initiatives on customer satisfaction

Statistic 22

79% of consumers say inclusive marketing makes them more likely to support a brand

Statistic 23

61% of employees believe their company's diversity efforts have positively impacted customer perceptions

Statistic 24

55% of consumers prefer brands that visibly support social justice causes

Statistic 25

70% of customer service issues are influenced by perception of fairness and inclusivity

Statistic 26

43% of customer complaints relate to issues of bias or unfair treatment

Statistic 27

49% of customer complaints involve issues related to discrimination, bias, or unfair treatment

Statistic 28

83% of HR professionals see diversity and inclusion as key to improving customer service quality

Statistic 29

36% of customer complaints relate directly to perceived unfair treatment or bias

Statistic 30

Businesses investing in diversity and inclusion initiatives see a 19% increase in innovation

Statistic 31

69% of companies believe diversity and inclusion lead to better problem solving

Statistic 32

65% of employees believe inclusive leadership improves customer satisfaction

Statistic 33

70% of businesses say they plan to increase their diversity hiring efforts in the next five years

Statistic 34

Companies with diverse management teams are 33% more likely to outperform their competitors financially

Statistic 35

Companies with higher gender diversity are 21% more likely to outperform on profitability

Statistic 36

Companies with diverse customer service teams see a 20% increase in customer satisfaction scores

Statistic 37

62% of businesses have seen increased revenue after implementing diversity initiatives

Statistic 38

Organizations with diverse leadership are 45% more likely to report a growth in market share

Statistic 39

Employees who perceive their workplaces as inclusive are 3.4 times more likely to feel engaged

Statistic 40

85% of employees consider workplace inclusion a top factor in job satisfaction

Statistic 41

48% of job seekers consider diversity and inclusion a critical factor in choosing an employer

Statistic 42

58% of employees have witnessed workplace discrimination, impacting service quality

Statistic 43

66% of companies report implementing diversity training programs in customer service

Statistic 44

45% of employees would choose a more inclusive work environment over higher pay

Statistic 45

79% of employees say diversity improves team performance

Statistic 46

67% of organizations have integrated diversity and inclusion into their business strategy

Statistic 47

88% of employees say inclusive environments foster better customer interactions

Statistic 48

29% of customer service agents identify lack of diversity training as a barrier to effective service

Statistic 49

48% of employees from minority groups have experienced microaggressions, affecting their engagement

Statistic 50

80% of employees favor workplaces where diversity and inclusion are prioritized

Statistic 51

38% of customer service staff feel inadequately trained to handle diverse customer needs

Statistic 52

87% of employees say that a diverse environment fosters innovation and creativity

Statistic 53

44% of employees from underrepresented groups report experiencing exclusionary behaviors at work, affecting service delivery

Statistic 54

52% of customer service training programs now include DEI components

Statistic 55

Companies with inclusive cultures see 2.3 times higher employee retention rates

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Key Highlights

Companies with diverse management teams are 33% more likely to outperform their competitors financially
61% of customers prefer to buy from brands that demonstrate diversity and inclusion
86% of consumers say diversity and inclusion are important factors when choosing brands to support
56% of customers say a company's commitment to diversity influences their loyalty
74% of consumers are more likely to buy from companies that demonstrate inclusive advertising
Employees who perceive their workplaces as inclusive are 3.4 times more likely to feel engaged
Companies with higher gender diversity are 21% more likely to outperform on profitability
40% of consumers say they are more likely to recommend a brand that champions diversity
85% of employees consider workplace inclusion a top factor in job satisfaction
70% of customer service issues are influenced by perception of fairness and inclusivity
Companies with diverse customer service teams see a 20% increase in customer satisfaction scores
65% of consumers want brands to actively address social justice issues
75% of customers are more likely to buy from brands that actively promote racial equality

Diversity, Equity, and Inclusion are no longer just buzzwords—they’re proven drivers of customer satisfaction, brand loyalty, and financial performance, with latest statistics revealing that embracing inclusive practices can boost profitability by up to 21% and significantly enhance consumer trust and engagement in the customer service industry.

Consumer Preferences and Trust Related to Diversity

61% of customers prefer to buy from brands that demonstrate diversity and inclusion
86% of consumers say diversity and inclusion are important factors when choosing brands to support
56% of customers say a company's commitment to diversity influences their loyalty
74% of consumers are more likely to buy from companies that demonstrate inclusive advertising
40% of consumers say they are more likely to recommend a brand that champions diversity
65% of consumers want brands to actively address social justice issues
75% of customers are more likely to buy from brands that actively promote racial equality
78% of consumers say they trust brands that demonstrate social responsibility including diversity and inclusion
54% of customers prefer to communicate with customer service representatives from their own demographic group
72% of consumers are more loyal to brands that take clear stands on social issues
51% of customers say companies should do more to reflect diverse communities
50% of consumers feel companies have a responsibility to address societal inequality
55% of consumers are more likely to support brands that showcase diversity in their advertising campaigns
54% of customers want to see more diversity among customer service representatives
63% of consumers think that inclusive branding increases their trust in a company
57% of consumers support brands that participate in social justice campaigns
46% of consumers would stop supporting a brand after perceived discriminatory practices
54% of consumers believe brands with diverse representation are more authentic
36% of customer service tools lack features for supporting diverse customer needs
78% of consumers expect brands to demonstrate social responsibility, including diversity efforts, in their marketing
64% of organizations have metrics in place to measure the impact of diversity initiatives on customer satisfaction
79% of consumers say inclusive marketing makes them more likely to support a brand
61% of employees believe their company's diversity efforts have positively impacted customer perceptions
55% of consumers prefer brands that visibly support social justice causes

Consumer Preferences and Trust Related to Diversity Interpretation

In an era where more than three-quarters of consumers trust and support brands that champion diversity, inclusion, and social responsibility, businesses ignoring these imperatives risk losing customer loyalty faster than they can diversify their ad campaigns.

Customer Service and Brand Reputation Factors

70% of customer service issues are influenced by perception of fairness and inclusivity
43% of customer complaints relate to issues of bias or unfair treatment
49% of customer complaints involve issues related to discrimination, bias, or unfair treatment
83% of HR professionals see diversity and inclusion as key to improving customer service quality
36% of customer complaints relate directly to perceived unfair treatment or bias

Customer Service and Brand Reputation Factors Interpretation

These statistics reveal that nearly three-quarters of customer service issues stem from perceptions of fairness and inclusivity, underscoring that genuine diversity and inclusion are not just moral imperatives but essential to maintaining a satisfied and loyal customer base.

Diversity and Inclusion in Workforce and Leadership

Businesses investing in diversity and inclusion initiatives see a 19% increase in innovation
69% of companies believe diversity and inclusion lead to better problem solving
65% of employees believe inclusive leadership improves customer satisfaction
70% of businesses say they plan to increase their diversity hiring efforts in the next five years

Diversity and Inclusion in Workforce and Leadership Interpretation

Investing in diversity and inclusion isn't just morally right—it's the secret ingredient transforming customer service into a powerhouse of innovation, problem-solving, and satisfaction, with most businesses planning to double down on these efforts in the coming years.

Impact of Diversity on Business Performance and Revenue

Companies with diverse management teams are 33% more likely to outperform their competitors financially
Companies with higher gender diversity are 21% more likely to outperform on profitability
Companies with diverse customer service teams see a 20% increase in customer satisfaction scores
62% of businesses have seen increased revenue after implementing diversity initiatives
Organizations with diverse leadership are 45% more likely to report a growth in market share

Impact of Diversity on Business Performance and Revenue Interpretation

These statistics vividly demonstrate that embracing diversity, equity, and inclusion isn’t just morally right—it’s a strategic masterstroke that boosts profitability, customer satisfaction, and market dominance.

Workplace Environment, Culture, and Employee Perception

Employees who perceive their workplaces as inclusive are 3.4 times more likely to feel engaged
85% of employees consider workplace inclusion a top factor in job satisfaction
48% of job seekers consider diversity and inclusion a critical factor in choosing an employer
58% of employees have witnessed workplace discrimination, impacting service quality
66% of companies report implementing diversity training programs in customer service
45% of employees would choose a more inclusive work environment over higher pay
79% of employees say diversity improves team performance
67% of organizations have integrated diversity and inclusion into their business strategy
88% of employees say inclusive environments foster better customer interactions
29% of customer service agents identify lack of diversity training as a barrier to effective service
48% of employees from minority groups have experienced microaggressions, affecting their engagement
80% of employees favor workplaces where diversity and inclusion are prioritized
38% of customer service staff feel inadequately trained to handle diverse customer needs
87% of employees say that a diverse environment fosters innovation and creativity
44% of employees from underrepresented groups report experiencing exclusionary behaviors at work, affecting service delivery
52% of customer service training programs now include DEI components
Companies with inclusive cultures see 2.3 times higher employee retention rates

Workplace Environment, Culture, and Employee Perception Interpretation

In an era where diversity fuels innovation and engagement, ignoring DEI in customer service not only risks eroding employee morale and retention but also ultimately undermines the quality of service and customer satisfaction.