GITNUXREPORT 2025

Quality Statistics

Customer experience drives loyalty, revenue, differentiation, and positive brand perception.

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

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

Statistic 2

92% of consumers trust recommendations from friends and family over all other forms of advertising

Statistic 3

72% of customers say they will share good experiences with others, leading to organic growth

Statistic 4

69% of customers believe a company’s reputation for quality influences their purchasing decision

Statistic 5

Gallup reports that companies with highly engaged employees deliver 23% higher revenue, implying strong quality service internally correlates with better customer experience

Statistic 6

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

Statistic 7

60% of consumers say they have higher expectations for customer service now than they did a year ago

Statistic 8

83% of companies believe they deliver “superior” customer experience, but only 8% of customers agree

Statistic 9

40% of customers abandon a purchase if they don’t see live chat support

Statistic 10

50% of customers say they are willing to pay more for better customer service

Statistic 11

68% of customers leave a business due to perceived indifference

Statistic 12

54% of customers have higher expectations for quality and speed

Statistic 13

55% of consumers are willing to pay more for a guaranteed good experience

Statistic 14

87% of consumers say brands need to work harder to make a good impression

Statistic 15

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

Statistic 16

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

Statistic 17

73% of organizations say customer experience is the main driver of their brand differentiation

Statistic 18

Companies that prioritize customer experience generate 5.7 times more revenue than competitors that don’t

Statistic 19

85% of customers say they are more likely to buy from a business that provides a consistent experience across all channels

Statistic 20

Only 33% of companies rate themselves as delivering “quality” products/services

Statistic 21

Improving customer experience can increase customer satisfaction by up to 20%

Statistic 22

65% of B2B buyers say their experience with a vendor is a reflection of the quality of the product

Statistic 23

90% of companies say they will compete mainly on the basis of customer experience within the next few years

Statistic 24

77% of consumer goods companies believe that improving customer experience is a top priority

Statistic 25

74% of customers are frustrated when website content isn’t personalized

Statistic 26

Customers who have a positive experience are 3.5 times more likely to recommend the company

Statistic 27

78% of consumers say they have backed out of a purchase due to poor customer service

Statistic 28

83% of B2B buyers say their experience during the sales process influences their perception of the company's product

Statistic 29

Only 22% of customers express satisfaction with their current service providers

Statistic 30

65% of consumers say they find it difficult to get the same experience across different channels

Statistic 31

83% of organizations believe their customer experience is improving, yet only 40% of customers agree

Statistic 32

Personalization can increase revenues by up to 15%

Statistic 33

60% of businesses say that customer experience is their primary differentiator

Statistic 34

69% of consumers say a good experience makes them more likely to recommend a brand

Statistic 35

70% of buying experiences are based on how customers feel they are treated

Statistic 36

77% of consumers have a more favorable view of companies that personalize experiences

Statistic 37

65% of consumers say they have switched brands due to poor customer experience

Statistic 38

55% of consumers say they are willing to pay extra for a better experience

Statistic 39

84% of customers say that their experience with a company is as important as its products/services

Statistic 40

81% of companies plan to compete primarily on customer experience within five years

Statistic 41

78% of consumers say a good experience makes them more likely to revisit a brand

Statistic 42

94% of consumers are likely to be loyal to a brand that offers excellent customer service

Statistic 43

91% of unhappy customers won’t willingly do business with you again

Statistic 44

80% of consumers will avoid doing business with a company after a poor experience

Statistic 45

Companies that excel at customer experience have 1.5 times higher customer retention rates

Statistic 46

94% of customers will stay loyal to brands that offer strong customer service

Statistic 47

46% of consumers say they have stopped buying from a company after a bad experience

Statistic 48

58% of customers say that a positive customer service experience would make them more loyal

Slide 1 of 48

Sources

Our Reports have been cited by:

Trust Badges - Publications that have cited our reports

Key Highlights

94% of consumers are likely to be loyal to a brand that offers excellent customer service
86% of buyers will pay more for a better customer experience
73% of organizations say customer experience is the main driver of their brand differentiation
70% of customers say connected processes are very important to winning their business
Companies that prioritize customer experience generate 5.7 times more revenue than competitors that don’t
85% of customers say they are more likely to buy from a business that provides a consistent experience across all channels
72% of customers will share a positive experience with six or more people
Only 33% of companies rate themselves as delivering “quality” products/services
Improving customer experience can increase customer satisfaction by up to 20%
91% of unhappy customers won’t willingly do business with you again
80% of consumers will avoid doing business with a company after a poor experience
65% of B2B buyers say their experience with a vendor is a reflection of the quality of the product
60% of consumers say they have higher expectations for customer service now than they did a year ago

Did you know that while 94% of consumers vow loyalty to brands with stellar service, only 8% of customers actually agree their experiences are “superior,” revealing a glaring gap between perception and reality in the quest for quality.

Brand Reputation and Word-of-Mouth

72% of customers will share a positive experience with six or more people
92% of consumers trust recommendations from friends and family over all other forms of advertising
72% of customers say they will share good experiences with others, leading to organic growth
69% of customers believe a company’s reputation for quality influences their purchasing decision

Brand Reputation and Word-of-Mouth Interpretation

These statistics underscore that in today’s trust economy, a single positive customer experience can spark an organic wildfire of referrals, as nearly three-quarters of consumers eagerly share their good fortune and prioritize peer recommendations over traditional ads — proving that reputation quality isn’t just a perk, but the secret weapon of modern business growth.

Business Performance and Competitive Differentiation

Gallup reports that companies with highly engaged employees deliver 23% higher revenue, implying strong quality service internally correlates with better customer experience

Business Performance and Competitive Differentiation Interpretation

Engaged employees aren't just happy campers—they're the secret sauce to a 23% revenue boost, proving that quality internal service fuels superior customer experiences and business success.

Customer Expectations and Perceptions

70% of customers say connected processes are very important to winning their business
60% of consumers say they have higher expectations for customer service now than they did a year ago
83% of companies believe they deliver “superior” customer experience, but only 8% of customers agree
40% of customers abandon a purchase if they don’t see live chat support
50% of customers say they are willing to pay more for better customer service
68% of customers leave a business due to perceived indifference
54% of customers have higher expectations for quality and speed
55% of consumers are willing to pay more for a guaranteed good experience
87% of consumers say brands need to work harder to make a good impression
76% of customers expect companies to understand their needs and expectations

Customer Expectations and Perceptions Interpretation

Despite 83% of companies claiming to deliver superior service, a staggering gap persists—only 8% of customers agree—highlighting that in the race for customer loyalty, connection, responsiveness, and genuine understanding are the real winners.

Customer Experience and Satisfaction

86% of buyers will pay more for a better customer experience
73% of organizations say customer experience is the main driver of their brand differentiation
Companies that prioritize customer experience generate 5.7 times more revenue than competitors that don’t
85% of customers say they are more likely to buy from a business that provides a consistent experience across all channels
Only 33% of companies rate themselves as delivering “quality” products/services
Improving customer experience can increase customer satisfaction by up to 20%
65% of B2B buyers say their experience with a vendor is a reflection of the quality of the product
90% of companies say they will compete mainly on the basis of customer experience within the next few years
77% of consumer goods companies believe that improving customer experience is a top priority
74% of customers are frustrated when website content isn’t personalized
Customers who have a positive experience are 3.5 times more likely to recommend the company
78% of consumers say they have backed out of a purchase due to poor customer service
83% of B2B buyers say their experience during the sales process influences their perception of the company's product
Only 22% of customers express satisfaction with their current service providers
65% of consumers say they find it difficult to get the same experience across different channels
83% of organizations believe their customer experience is improving, yet only 40% of customers agree
Personalization can increase revenues by up to 15%
60% of businesses say that customer experience is their primary differentiator
69% of consumers say a good experience makes them more likely to recommend a brand
70% of buying experiences are based on how customers feel they are treated
77% of consumers have a more favorable view of companies that personalize experiences
65% of consumers say they have switched brands due to poor customer experience
55% of consumers say they are willing to pay extra for a better experience
84% of customers say that their experience with a company is as important as its products/services
81% of companies plan to compete primarily on customer experience within five years
78% of consumers say a good experience makes them more likely to revisit a brand

Customer Experience and Satisfaction Interpretation

In a landscape where 86% of buyers will shell out more for a stellar customer experience, companies ignoring this golden ticket risk not just losing sales but also their brand’s reputation, as nearly all metrics—from revenue to loyalty—show that delivering consistent, personalized service isn't just good practice, it's the new currency of competitive advantage.

Customer Loyalty and Retention

94% of consumers are likely to be loyal to a brand that offers excellent customer service
91% of unhappy customers won’t willingly do business with you again
80% of consumers will avoid doing business with a company after a poor experience
Companies that excel at customer experience have 1.5 times higher customer retention rates
94% of customers will stay loyal to brands that offer strong customer service
46% of consumers say they have stopped buying from a company after a bad experience
58% of customers say that a positive customer service experience would make them more loyal

Customer Loyalty and Retention Interpretation

Given that up to 94% of customers remain loyal to brands with stellar service while nearly half abandon companies after a bad experience, fostering exceptional customer service is not just good ethics but also good business—it's the difference between a loyal clientele and invisible lost revenue.