Nearly a quarter of customers disengage after a single poor experience. The same data shows that two-thirds of consumers will spend more for a better customer experience. This article compiles key statistics on engagement across channels, devices, and technologies.
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 spending, loyalty, and recommendations while failures rapidly disengage customers.
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 intent
02
24% of customers will become disengaged after one bad experience, indicating rapid engagement risk from service failures
Interpretation
Engagement Outcomes Interpretation
In Engagement Outcomes, 67% of consumers say they will spend more when a company delivers a better customer experience, while 24% disengage after just one bad experience, showing how quickly engagement can translate into spend intent or break down after service failures.
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)
02
51% of consumers say they expect consistent experiences across devices (2016–2017 research benchmark often used for omnichannel expectations)
03
73% of customers are more likely to recommend a brand after a positive experience with it (2019 customer experience benchmark)
04
64% of organizations say improving customer experience is a top priority (Forrester survey statistic published in a CX report)
Interpretation
Customer Sentiment Interpretation
Customer sentiment is clearly tilted toward brands that deliver better experiences, with 73% of customers more likely to recommend after a positive experience and 80% of shoppers more likely to purchase when those experiences are personalized.
03 · Category
Engagement Performance6 stats
01
41% of customers prefer messaging to contact centers (UK consumer preference benchmark from 2020 CX research)
02
In 2023, the average email click rate for all industries was 2.69% (Mailchimp benchmark report)
03
In 2023, average social media engagement rate across industries was 0.35% (Sprout Social “Index” 2023)
04
In 2024, average LinkedIn engagement rate across industries was 1.68% (Socialinsider benchmark report)
05
Video content is shared 1200% more times than text and images combined (Backlinko statistic drawn from a study)
06
3 in 4 consumers use multiple screens during the day (UK regulator/CMS study, 2020) indicating multi-device engagement
Interpretation
Engagement Performance Interpretation
For Engagement Performance, the clearest trend is that customers are increasingly engaged through fast, interactive channels as 41% prefer messaging over contact centers and multi-device behavior is rising with 3 in 4 consumers using multiple screens each day.
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)
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)
03
In 2022, 62% of consumers reported using social media at least once a week (Pew Research Center, 2022)
Interpretation
Industry Trends Interpretation
Under Industry Trends, the data shows that engagement is a make or break factor as 3.2% of mobile apps get deleted within the first day, while buyers increasingly rely on multichannel journeys with 60% using at least three channels and consumers stay active with 62% using social media weekly.
05 · Category
Customer Adoption4 stats
01
In 2024, 40% of US adults use a social networking site (Pew Research Center, 2024)
02
US adults who shop online share: 83% of US adults bought online at least once in 2023 (Pew Research Center, 2023)
03
In 2024, 68% of US adults use a smartphone (Pew Research Center, 2024)
04
In 2022, 42% of US adults used a digital wallet (Pew Research Center, 2022)
Interpretation
Customer Adoption Interpretation
Customer Adoption is steadily building as 68% of US adults use smartphones and 40% use social networking, while online shopping engagement is already broad with 83% having bought online at least once in 2023 and digital wallet usage reaching 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)
02
The global CRM software market reached $63.3 billion in 2023 (MarketsandMarkets report)
03
The global marketing automation market size was $4.2 billion in 2023 (Grand View Research report)
04
The global unified communications market was $87.6 billion in 2023 (MarketsandMarkets report)
05
The global conversational AI market was $4.5 billion in 2022 (Fortune Business Insights report)
06
The global chatbot market was $1.9 billion in 2023 (Fortune Business Insights report)
07
The global CDP (customer data platform) market was $3.2 billion in 2023 (MarketsandMarkets report)
08
The global email marketing software market was $2.5 billion in 2023 (IMARC Group report)
09
The global customer engagement software market was $11.6 billion in 2023 (Fortune Business Insights report)
Interpretation
Market Size Interpretation
The Market Size data shows the customer engagement ecosystem is already large and growing, with the customer experience management market at $10.9 billion in 2023 and customer engagement software at $11.6 billion in 2023, sitting alongside major adjacent categories like CRM at $63.3 billion in 2023 and unified communications at $87.6 billion in 2023.
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 · attribution is report-level
+9 additional datasets cited (not shown individually)