Engagement isn’t one metric—it shows up throughout the customer journey, influencing repeat purchase and recommendations. It’s shaped by what customers expect (like consistent experiences across devices) and by how they prefer to connect, including messaging and digital channels. You’ll see key benchmarks across email, social, and mobile, plus the CX and CRM/automation market trends driving improvements at scale. These signals help teams spot risk and build more personalized, reliable experiences.
Key Takeaways
- 67% of consumers say they will spend more with a company that provides better customer experience, linking engagement to spend intent
- 24% of customers will become disengaged after one bad experience, indicating rapid engagement risk from service failures
- 80% of shoppers say they are more likely to purchase from brands that provide personalized experiences (2019 survey benchmark)
- 51% of consumers say they expect consistent experiences across devices (2016–2017 research benchmark often used for omnichannel expectations)
- 73% of customers are more likely to recommend a brand after a positive experience with it (2019 customer experience benchmark)
- 41% of customers prefer messaging to contact centers (UK consumer preference benchmark from 2020 CX research)
- In 2023, the average email click rate for all industries was 2.69% (Mailchimp benchmark report)
- In 2023, average social media engagement rate across industries was 0.35% (Sprout Social “Index” 2023)
- 3.2% of mobile apps are deleted within the first day due to poor engagement (mobile app retention benchmark from industry study)
- 60% of B2B buyers say they use at least three channels during the buying process (Gartner-published benchmark, but cited via a non-Gartner host)
- In 2022, 62% of consumers reported using social media at least once a week (Pew Research Center, 2022)
- In 2024, 40% of US adults use a social networking site (Pew Research Center, 2024)
- US adults who shop online share: 83% of US adults bought online at least once in 2023 (Pew Research Center, 2023)
- In 2024, 68% of US adults use a smartphone (Pew Research Center, 2024)
- The global customer experience management (CXM) software market was valued at $10.9 billion in 2023 (Verified Market Research forecast publication)
Better customer experience drives spend, while one bad interaction can quickly disengage shoppers across channels.
Related reading
01 · Category
Engagement Outcomes2 stats
01
67% of consumers say they will spend more with a company that provides better customer experience, linking engagement to spend intenthttps://www.pwc.com/gx/en/industries/consumer-markets/consumer-insights-survey.html
02
24% of customers will become disengaged after one bad experience, indicating rapid engagement risk from service failureshttps://www.gartner.com/en/newsroom/press-releases/2022-09-12-gartner-study-shows-24-of-customers-become-disengaged-after-one-bad-experience
Interpretation
Engagement Outcomes Interpretation
For the Engagement Outcomes angle, the data shows that 67% of consumers are willing to spend more with better customer experience, yet 24% of customers disengage after just one bad experience, making service quality the key driver of sustained engagement.
02 · Category
Customer Sentiment4 stats
01
80% of shoppers say they are more likely to purchase from brands that provide personalized experiences (2019 survey benchmark)https://www.salesforce.com/resources/research-reports/state-of-the-connected-customer/
02
51% of consumers say they expect consistent experiences across devices (2016–2017 research benchmark often used for omnichannel expectations)https://www.thinkwithgoogle.com/intl/en-150/articles/consumers-choose-journeys-need-consistency-across-devices/
03
73% of customers are more likely to recommend a brand after a positive experience with it (2019 customer experience benchmark)https://www.hbr.org/resources/pdfs/comm/ice/ice-2019.pdf
04
64% of organizations say improving customer experience is a top priority (Forrester survey statistic published in a CX report)https://www.forrester.com/report/Customer+Experience+Index+2020/-/E-RES159420
Interpretation
Customer Sentiment Interpretation
Customer sentiment is strongly shaped by experience quality, with 73% of customers more likely to recommend a brand after a positive experience and 80% of shoppers more likely to purchase when personalization is provided.
03 · Category
Engagement Performance6 stats
01
41% of customers prefer messaging to contact centers (UK consumer preference benchmark from 2020 CX research)https://www.ofcom.org.uk/__data/assets/pdf_file/0029/205015/online-messaging-customer-service.pdf
02
In 2023, the average email click rate for all industries was 2.69% (Mailchimp benchmark report)https://mailchimp.com/resources/email-marketing-benchmarks/
03
In 2023, average social media engagement rate across industries was 0.35% (Sprout Social “Index” 2023)https://sproutsocial.com/insights/instagram-engagement-rate/
04
In 2024, average LinkedIn engagement rate across industries was 1.68% (Socialinsider benchmark report)https://www.socialinsider.io/blog/linkedin-engagement-rate/
05
Video content is shared 1200% more times than text and images combined (Backlinko statistic drawn from a study)https://backlinko.com/video-marketing-stats
06
3 in 4 consumers use multiple screens during the day (UK regulator/CMS study, 2020) indicating multi-device engagementhttps://www.ofcom.org.uk/research-and-data/multi-device-use
Interpretation
Engagement Performance Interpretation
Engagement performance is increasingly digital and multi-device, with 41% of UK customers preferring messaging over contact centers and 3 in 4 consumers using multiple screens, while video outperforms other formats by being shared 1200% more times.
More related reading
04 · Category
Industry Trends3 stats
01
3.2% of mobile apps are deleted within the first day due to poor engagement (mobile app retention benchmark from industry study)https://www.businessofapps.com/data/mobile-app-retention-statistics/
02
60% of B2B buyers say they use at least three channels during the buying process (Gartner-published benchmark, but cited via a non-Gartner host)https://www.cdomagazine.com/wp-content/uploads/2019/01/3ch-blog.pdf
03
In 2022, 62% of consumers reported using social media at least once a week (Pew Research Center, 2022)https://www.pewresearch.org/internet/2022/01/12/social-media-use-in-2021/
Interpretation
Industry Trends Interpretation
For the Industry Trends angle, the key takeaway is that poor engagement can quickly derail retention, with 3.2% of mobile apps deleted within the first day, while buyers increasingly rely on multi channel journeys and weekly social usage is widespread at 62% of consumers.
05 · Category
Customer Adoption4 stats
01
In 2024, 40% of US adults use a social networking site (Pew Research Center, 2024)https://www.pewresearch.org/internet/fact-sheet/social-media/
02
US adults who shop online share: 83% of US adults bought online at least once in 2023 (Pew Research Center, 2023)https://www.pewresearch.org/short-reads/2023/09/29/theres-more-online-shopping-but-it-is-not-universal/
03
In 2024, 68% of US adults use a smartphone (Pew Research Center, 2024)https://www.pewresearch.org/internet/fact-sheet/mobile/
04
In 2022, 42% of US adults used a digital wallet (Pew Research Center, 2022)https://www.pewresearch.org/internet/2022/05/04/digital-payments/
Interpretation
Customer Adoption Interpretation
For customer adoption, the data shows that reach is strong and expanding as 68% of US adults use smartphones and 83% have shopped online at least once in 2023, while social networking usage stands at 40% and digital wallet adoption was 42% in 2022.
06 · Category
Market Size9 stats
01
The global customer experience management (CXM) software market was valued at $10.9 billion in 2023 (Verified Market Research forecast publication)https://www.verifiedmarketresearch.com/product/customer-experience-management-market/
02
The global CRM software market reached $63.3 billion in 2023 (MarketsandMarkets report)https://www.marketsandmarkets.com/Market-Reports/crm-software-market-1284.html
03
The global marketing automation market size was $4.2 billion in 2023 (Grand View Research report)https://www.grandviewresearch.com/industry-analysis/marketing-automation-software-market
04
The global unified communications market was $87.6 billion in 2023 (MarketsandMarkets report)https://www.marketsandmarkets.com/Market-Reports/unified-communications-market-
05
The global conversational AI market was $4.5 billion in 2022 (Fortune Business Insights report)https://www.fortunebusinessinsights.com/conversational-ai-market-102031
06
The global chatbot market was $1.9 billion in 2023 (Fortune Business Insights report)https://www.fortunebusinessinsights.com/chatbot-market-104563
07
The global CDP (customer data platform) market was $3.2 billion in 2023 (MarketsandMarkets report)https://www.marketsandmarkets.com/Market-Reports/customer-data-platform-cdp-market-165072400.html
08
The global email marketing software market was $2.5 billion in 2023 (IMARC Group report)https://www.imarcgroup.com/email-marketing-software-market
09
The global customer engagement software market was $11.6 billion in 2023 (Fortune Business Insights report)https://www.fortunebusinessinsights.com/customer-engagement-software-market-106274
Interpretation
Market Size Interpretation
For the Market Size angle, the data shows major software and AI segments are already in the multi-billion range, with the CRM market hitting $63.3 billion in 2023 and unified communications reaching $87.6 billion, while newer conversational AI and chatbot markets, though smaller at $4.5 billion in 2022 and $1.9 billion in 2023, still indicate meaningful growth potential.
Reference
Cite This Report
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APA
Megan Gallagher. (2026, February 13). Engagement Statistics. Gitnux. https://gitnux.org/engagement-statistics
MLA
Megan Gallagher. "Engagement Statistics." Gitnux, 13 Feb 2026, https://gitnux.org/engagement-statistics.
Chicago
Megan Gallagher. 2026. "Engagement Statistics." Gitnux. https://gitnux.org/engagement-statistics.
Sources & references
28 datasets cited across this report
+9 additional datasets cited (not shown individually)