GITNUXREPORT 2025

Marketing In The Customer Service Industry Statistics

Personalized, omnichannel customer service boosts retention, loyalty, and sales growth.

Jannik Linder

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

First published: April 29, 2025

Our Commitment to Accuracy

Rigorous fact-checking • Reputable sources • Regular updatesLearn more

Statistic 1

76% of consumers expect companies to understand their needs and expectations

Statistic 2

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

Statistic 3

80% of customers consider the experience a company provides to be as important as its products or services

Statistic 4

86% of buyers are willing to pay more for a better customer experience

Statistic 5

63% of consumers expect companies to use their data to personalize communications

Statistic 6

98% of customers say customer service is an important factor in their choice of and loyalty to a brand

Statistic 7

60% of customers say they have higher expectations of customer service today than they did a year ago

Statistic 8

65% of consumers prefer live chat for customer service inquiries

Statistic 9

70% of consumers say they have already used messaging apps to contact a business

Statistic 10

85% of shoppers will abandon a purchase if they cannot find quick answers to their questions

Statistic 11

64% of consumers want brands to connect with them using messaging and chat

Statistic 12

75% of customers expect companies to use their data to personalize the shopping experience

Statistic 13

89% of consumers want brands to understand their needs and expectations better

Statistic 14

54% of consumers believe companies should use their data to provide faster service

Statistic 15

55% of consumers say they would pay more for a better customer experience

Statistic 16

77% of consumers trust brands that personalize their experiences

Statistic 17

80% of customer service interactions will be handled without human agents by 2025

Statistic 18

86% of customers say they are willing to pay more for a better customer experience

Statistic 19

72% of customers expect quick responses to their inquiries

Statistic 20

70% of consumers expect companies to use artificial intelligence to improve their experience

Statistic 21

87% of consumers want companies to improve their customer service strategies

Statistic 22

75% of customers are more likely to buy from a company that offers personalized experiences

Statistic 23

66% of consumers prefer to resolve issues independently online rather than contacting customer support

Statistic 24

74% of customers say that their expectation for personalized shopping experiences is increasing

Statistic 25

52% of consumers expect responses to inquiries within one hour

Statistic 26

46% of consumers expect companies to anticipate their needs and act proactively

Statistic 27

63% of customers say they prefer to communicate via social media for customer support

Statistic 28

78% of consumers want brands to use data ethically in providing customized services

Statistic 29

51% of consumers say they prefer to communicate with companies via messaging platforms over email

Statistic 30

69% of consumers are more likely to stick with brands that personalize their service interactions

Statistic 31

58% of consumers expect brands to respond to social media inquiries within 30 minutes

Statistic 32

65% of businesses plan to increase investments in AI-powered customer service channels in the next two years

Statistic 33

89% of consumers want brands to deliver more personalized experiences

Statistic 34

57% of consumers prefer to communicate through messaging apps rather than phone calls

Statistic 35

71% of consumers expect companies to provide self-service options for quick resolution

Statistic 36

76% of consumers expect companies to proactively reach out with solutions before they complain

Statistic 37

72% of customers will share a positive service experience with six or more people

Statistic 38

91% of consumers say they are more likely to buy from brands that respond and resolve their complaints quickly

Statistic 39

65% of consumers have switched brands due to poor customer service

Statistic 40

55% of business leaders believe that a positive customer experience impacts revenue

Statistic 41

60% of customers say they won't buy again after a bad customer service experience

Statistic 42

49% of consumers believe companies are not doing enough to meet their customer service expectations

Statistic 43

83% of consumers say a positive customer service experience influences their loyalty

Statistic 44

59% of businesses believe that improving customer experience reduces churn

Statistic 45

72% of customers have shared negative feedback after poor service experience

Statistic 46

74% of consumers say they have increased their spending after positive customer service interactions

Statistic 47

59% of consumers have abandoned a purchase due to poor customer service

Statistic 48

62% of consumers say they are more likely to recommend brands that solve issues quickly

Statistic 49

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

Statistic 50

65% of consumers prefer multi-channel support options

Statistic 51

80% of customer service teams plan to increase investments in digital channels by 2025

Statistic 52

68% of consumers are more likely to recommend brands that offer seamless service across multiple channels

Statistic 53

78% of consumers have chosen, recommended, or paid more for a brand that provides a personalized experience

Statistic 54

69% of customers say personalized interactions have a significant impact on their purchase decisions

Statistic 55

84% of customers say they are more likely to revisit brands that recognize, remember, and provide personalized experiences

Statistic 56

80% of companies have seen an increase in customer satisfaction scores after implementing personalized communication strategies

Statistic 57

80% of customer service leaders recognize personalized service as a key driver of customer loyalty

Slide 1 of 57

Sources

Our Reports have been cited by:

Trust Badges - Publications that have cited our reports

Key Highlights

76% of consumers expect companies to understand their needs and expectations
70% of customers say connected processes are very important to winning their business
Companies with strong omnichannel customer engagement retain on average 89% of their customers
80% of customers consider the experience a company provides to be as important as its products or services
86% of buyers are willing to pay more for a better customer experience
78% of consumers have chosen, recommended, or paid more for a brand that provides a personalized experience
69% of customers say personalized interactions have a significant impact on their purchase decisions
63% of consumers expect companies to use their data to personalize communications
98% of customers say customer service is an important factor in their choice of and loyalty to a brand
72% of customers will share a positive service experience with six or more people
60% of customers say they have higher expectations of customer service today than they did a year ago
65% of consumers prefer live chat for customer service inquiries
70% of consumers say they have already used messaging apps to contact a business

In an era where 86% of buyers are willing to pay more for better experiences, marketing in the customer service industry is reshaping how brands build loyalty, personalize interactions, and meet soaring consumer expectations.

Customer Expectations and Preferences

76% of consumers expect companies to understand their needs and expectations
70% of customers say connected processes are very important to winning their business
80% of customers consider the experience a company provides to be as important as its products or services
86% of buyers are willing to pay more for a better customer experience
63% of consumers expect companies to use their data to personalize communications
98% of customers say customer service is an important factor in their choice of and loyalty to a brand
60% of customers say they have higher expectations of customer service today than they did a year ago
65% of consumers prefer live chat for customer service inquiries
70% of consumers say they have already used messaging apps to contact a business
85% of shoppers will abandon a purchase if they cannot find quick answers to their questions
64% of consumers want brands to connect with them using messaging and chat
75% of customers expect companies to use their data to personalize the shopping experience
89% of consumers want brands to understand their needs and expectations better
54% of consumers believe companies should use their data to provide faster service
55% of consumers say they would pay more for a better customer experience
77% of consumers trust brands that personalize their experiences
80% of customer service interactions will be handled without human agents by 2025
86% of customers say they are willing to pay more for a better customer experience
72% of customers expect quick responses to their inquiries
70% of consumers expect companies to use artificial intelligence to improve their experience
87% of consumers want companies to improve their customer service strategies
75% of customers are more likely to buy from a company that offers personalized experiences
66% of consumers prefer to resolve issues independently online rather than contacting customer support
74% of customers say that their expectation for personalized shopping experiences is increasing
52% of consumers expect responses to inquiries within one hour
46% of consumers expect companies to anticipate their needs and act proactively
63% of customers say they prefer to communicate via social media for customer support
78% of consumers want brands to use data ethically in providing customized services
51% of consumers say they prefer to communicate with companies via messaging platforms over email
69% of consumers are more likely to stick with brands that personalize their service interactions
58% of consumers expect brands to respond to social media inquiries within 30 minutes
65% of businesses plan to increase investments in AI-powered customer service channels in the next two years
89% of consumers want brands to deliver more personalized experiences
57% of consumers prefer to communicate through messaging apps rather than phone calls
71% of consumers expect companies to provide self-service options for quick resolution
76% of consumers expect companies to proactively reach out with solutions before they complain

Customer Expectations and Preferences Interpretation

In an era where 86% of buyers demand exceptional experiences equal to their prized products, and nearly three-quarters expect proactive outreach, it’s clear that customer service has become the new frontier of competitive advantage, driven by data, AI, and an ever-increasing desire for personalization and instant responsiveness.

Customer Experience and Service Quality

72% of customers will share a positive service experience with six or more people
91% of consumers say they are more likely to buy from brands that respond and resolve their complaints quickly
65% of consumers have switched brands due to poor customer service
55% of business leaders believe that a positive customer experience impacts revenue
60% of customers say they won't buy again after a bad customer service experience
49% of consumers believe companies are not doing enough to meet their customer service expectations
83% of consumers say a positive customer service experience influences their loyalty
59% of businesses believe that improving customer experience reduces churn
72% of customers have shared negative feedback after poor service experience
74% of consumers say they have increased their spending after positive customer service interactions
59% of consumers have abandoned a purchase due to poor customer service
62% of consumers say they are more likely to recommend brands that solve issues quickly

Customer Experience and Service Quality Interpretation

In an era where a single positive customer service interaction can exponentially boost word-of-mouth and loyalty, businesses ignore the profound impact of swift, effective responses at their peril, as complacency risks turning satisfied customers into vocal critics and lost revenue.

Omnichannel and Multi-channel Support

Companies with strong omnichannel customer engagement retain on average 89% of their customers
65% of consumers prefer multi-channel support options
80% of customer service teams plan to increase investments in digital channels by 2025
68% of consumers are more likely to recommend brands that offer seamless service across multiple channels

Omnichannel and Multi-channel Support Interpretation

In a digital age where seamless, multi-channel support is key, companies that master omnichannel engagement are not only boosting customer retention—retaining up to 89%—but also nurturing loyal advocates, underscoring that in customer service, diversity of channels isn't just an option—it's a strategic imperative.

Personalization and Customer-Centric Strategies

78% of consumers have chosen, recommended, or paid more for a brand that provides a personalized experience
69% of customers say personalized interactions have a significant impact on their purchase decisions
84% of customers say they are more likely to revisit brands that recognize, remember, and provide personalized experiences
80% of companies have seen an increase in customer satisfaction scores after implementing personalized communication strategies
80% of customer service leaders recognize personalized service as a key driver of customer loyalty

Personalization and Customer-Centric Strategies Interpretation

In a market where nearly everyone notices personalized service, brands that fail to tailor their interactions risk losing customer loyalty and satisfaction — making personalized experiences the golden ticket in today’s customer service landscape.