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75 Must-Know Customer Experience Statistics and Trends
Competition in the marketplace has become as fierce as ever. Companies are competing not only on price or the value of their product or service, but also the entire customer experience.
Today’s customers have high expectations for brands, demanding a positive experience throughout the entire buyer’s journey. These positive experiences are crucial for the success of your business because happy customers are likely to become loyal customers, and loyal customers boost revenue.
In today's hyper-competitive marketplace, companies need to recognize the value each experience brings to their customers, whether it’s an interaction with a virtual receptionist, an exposure to an ad, or even the efficiency of the payment process.
Keep reading to learn more about customer experience with 75 customer experience statistics that can help your business achieve a higher level of customer satisfaction.
What is customer experience?
Customer experience (CX) is every aspect of a business that affects a customer’s perception of the brand. It focuses on the relationship between a business and its customers, no matter how big or small the interaction may be.
These perceptions customers have of a business are of utmost importance because they affect behaviors and feelings that drive customer loyalty. Essentially, if customers like you and continue to do so, they will keep doing business with you and recommend you to others.
To give an exceptional customer experience, you’ll need to understand your customers. This means recognizing their wants, needs, and pain points. The most successful companies will be the brands that truly understand these expectations and proactively implement them within each part of the customer journey.
Now that we’ve discussed the importance of customer experience, check out these statistics that showcase the success of exceptional customer experience and how each business encounter affects your company and the satisfaction of your customers.
Companies that excel at customer experience grow revenues 4%-8% above their market.
BainStrong loyalty turns customers into promoters with a lifetime value 6-4x that of detractors.
BainA 2% improvement in customer retention equals the same amount of profit as cutting costs by 10%.
SuperOffice89% of consumers have switched to a competitor after a poor customer experience.
Harris InteractiveBrands that provide a good customer experience generate 5.7x more revenue than competitors who fall short.
RCE
Customers who have a positive experience are 140% more likely to spend than those who have a poor experience.
DeloitteConsumers will pay a 16% price premium for a great customer experience.
PwCCustomer-centric companies are 60% more profitable than companies that don’t focus on customers.
SuperOffice
More than 89% of companies see customer experience as a principal factor that drives customer loyalty and retention.
Invesp96% of customers say customer service is important in their choice of loyalty to a brand.
MicrosoftCompanies with engaged employees outperform the competition by 147%.
Gallup84% of companies that work to improve their customer experience report an increase in revenue.
PR Newswire
Section 2: Customer experience trends
82% of companies agree that customer experience offers a competitive edge.
Dimension Data81% of businesses compete primarily on customer experience.
Gartner77% of marketing leaders agree that they use automation to improve customer experience.
Oracle93% of marketers report that inbound phone sales have a big to medium impact on the company's bottom line.
RingCentral
71% of the companies say the cloud has influenced the customer experience.
IBM65% of businesses say improving their data analysis is critical to delivering a better customer experience.
MediumCustomer interactions and feedback influence 52% of marketers' strategies and approaches.
SalesforceIn 2022, brands are investing in ways to leverage “micro-moments” to personalize offers to customers.
Forbes67% of business leaders believe their company will no longer be competitive without digital transformation.
Gartner
The number of businesses investing in omnichannel experiences has increased from 20% to more than 80%.
PWCCompanies that employ technologies like customer journey maps can save their service costs by 15%-20%.
McKinsey
Section 3: Mobile experience statistics
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84% of organizations who claim to be customer-centric focus on the mobile customer experience.
Customer Thermometer
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84% of CIOs focus on the mobile customer experience.
Alida (formerly known as Vision Critical) -
Up to 70% of web traffic comes from mobile devices.
TechJury.net -
82% of consumers turn to their mobile devices to help make a product decision.
Google -
52% of Americans have a more favorable view of brands that offer a mobile-friendly customer service support portal.
Microsoft -
90% of millennials prefer smartphones for customer service interactions, as does 78% of the total population.
Genesys
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76% of customers shop on their phones because it saves them time, but only 12% believe it gives the most convenient experience.
Dynamic Yield -
78% of consumers believe SMS messaging is the fastest way to reach them.
Tatango
Section 4: Responsiveness & communication statistics
90% of customers expect an “immediate” (10 minutes or less) response to their support questions.
HubSpot Research
While 89% of customers want to use texting to engage with businesses, only 48% of businesses are equipped to handle text messaging.
FinancesOnline60% of customers prefer human interaction.
Oracle66% of customers use at least three different communication channels.
Microsoft80% of Americans say that speed, convenience, knowledgeable help, and friendly service are crucial for a positive customer experience.
PWC65% of potential customers want to reach brands by phone.
Invoca78% of customers say that waiting on hold for too long is the #1 most annoying aspect of calling a company.
RingCentralPhone calls account for 92% of all customer interactions, yet 85% of customers dissatisfied with their phone experience.
Salesforce
Only 14% of customers report being happy with business communication.
MITSloan78% of consumers said they prefer when agents don’t sound like they’re reading from a script.
Software Advice76% of customers want a consistent experience regardless of how they engage a company (by phone, in person, through social media, etc.).
Salesforce46% of customers call businesses to receive a quick answer to their questions.
Invoca
Section 5: Personalization statistics
80% of customers are more likely to buy when businesses offer a personalized experience.
EpsilonPersonalization has resulted in measurable benefits for 88% of U.S. marketers, with more than half reporting a boost of more than 10%.
Instapage59% of customers believe that personalization based on previous interactions is critical to retaining their business.
Salesforce90% of customers are willing to share behavioral data for a cheaper and easier brand experience.
SmarterHQ
71% of consumers feel frustrated when their shopping experience is impersonal.
Segment63% of consumers will quit doing business with brands that use poor personalization strategies.
Smart Insights74% of customers feel frustrated when website content is not personalized.
Instapage72% of customers will only respond to personalized messaging.
SmarterHQ70% of millennials are annoyed by firms sending them irrelevant marketing emails.
SmarterHQ
80% of those who classify themselves as frequent shoppers say they only shop with brands who personalize their experience.
SmarterHQ
33% of customers who left a business relationship did so due to a lack of personalization.
Accenture81% of consumers want brands to get to know them and know when and how to approach them.
Instapage
Section 6: Self-service statistics
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More than 60% of customers prefer digital self-service channels (website, mobile app, voice response system, and online chat).
American Express
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59% of consumers find that self-service options improve their customer service experiences.
Nuance -
81% of customers try to resolve issues on their own before contacting a live representative.
Harvard Business Review -
86% of B2B executives prefer to use self-service tools when reordering compared to a salesperson.
McKinsey -
79% of businesses say live chat has a positive effect on sales, revenue, and customer loyalty.
Kayako -
88% of U.S. customers state that they expect brands to have an online self-service support portal.
Statista -
86% of users say chatbots should always have the option to transfer to a live agent.
Chatbots Life
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30% of U.S. consumers consider customer service chatbot interactions to be "very effective."
Microsoft
Section 7: The future of customer experience
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$641B is expected to be spent on CX technologies in 2022.
Hubtype -
By 2023, 40% of all customer interactions are expected to be automated through AI and machine learning.
SuperOffice
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By 2025, it's expected that $9 of every $10 will be spent on a digital experience rather than a phone or voice call.
ClickZ -
Personal technology will be the preferred method of delivering user experiences by 2030.
Gartner
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25% of companies intend to combine marketing, sales, and CX into a single function by 2023.
Forrester -
1 Billion service tickets will be raised automatically by customer-owned bots by 2030.
Gartner -
Global spending on marketing automation tools is expected to surpass $25B by 2023.
Forrester -
By 2025, artificial intelligence (AI) is predicted to drive 95% of customer experience.
SmartKarrot
Improve customer experience with Smith.ai
With a majority of businesses competing mainly on customer experience, organizations that prioritize customer experience will stand out from the crowd and win over loyal customers.
So, do you want to get started on delivering a great customer experience? Smith.ai offers features that cover all channels of communication like virtual receptionists, outreach campaigns, text answering, and website chat solutions that integrate AI and human interaction so you can provide the ultimate customer experience.
Request a free consultation to learn more about how our expert 24/7 staff can assist you.
Maddy Martin is Smith.ai's SVP of Growth. Over the last 15 years, Maddy has built her expertise and reputation in small-business communications, lead conversion, email marketing, partnerships, and SEO.
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