Business Education

75 Must-Know Customer Experience Statistics and Trends

2023-01-05

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.
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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.

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Section 1: Customer experience ROI statistics
Section 2: Customer experience trends
Section 3: Mobile experience statistics
Section 4: Responsiveness & communication statistics
Section 5: Personalization statistics
Section 6: Self-service statistics
Section 7: The future of customer experience

Section 1: Customer experience ROI statistics

Companies that excel at customer experience grow revenues 4%-8% above their market.
Bain
Strong loyalty turns customers into promoters with a lifetime value 6-4x that of detractors.
Bain
A 2% improvement in customer retention equals the same amount of profit as cutting costs by 10%.
SuperOffice
89% of consumers have switched to a competitor after a poor customer experience.
Harris Interactive
Brands 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.
Deloitte
Consumers will pay a 16% price premium for a great customer experience.
PwC
Customer-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.
Invesp
96% of customers say customer service is important in their choice of loyalty to a brand.
Microsoft
Companies with engaged employees outperform the competition by 147%.
Gallup
84% 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 Data
81% of businesses compete primarily on customer experience.
Gartner
77% of marketing leaders agree that they use automation to improve customer experience.
Oracle
93% 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.
IBM
65% of businesses say improving their data analysis is critical to delivering a better customer experience.
Medium
Customer interactions and feedback influence 52% of marketers' strategies and approaches.
Salesforce
In 2022, brands are investing in ways to leverage “micro-moments” to personalize offers to customers.
Forbes
67% 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%.
PWC
Companies that employ technologies like customer journey maps can save their service costs by 15%-20%.
McKinsey

Section 3: Mobile experience statistics

84% of organizations who claim to be customer-centric focus on the mobile customer experience.
Customer Thermometer
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
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.
FinancesOnline
60% of customers prefer human interaction.
Oracle
66% of customers use at least three different communication channels.
Microsoft
80% of Americans say that speed, convenience, knowledgeable help, and friendly service are crucial for a positive customer experience.
PWC
65% of potential customers want to reach brands by phone.
Invoca
78% of customers say that waiting on hold for too long is the #1 most annoying aspect of calling a company.
RingCentral
Phone 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.
MITSloan
78% of consumers said they prefer when agents don’t sound like they’re reading from a script.
Software Advice
76% of customers want a consistent experience regardless of how they engage a company (by phone, in person, through social media, etc.).
Salesforce
46% 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.
Epsilon
Personalization has resulted in measurable benefits for 88% of U.S. marketers, with more than half reporting a boost of more than 10%.
Instapage
59% of customers believe that personalization based on previous interactions is critical to retaining their business.
Salesforce
90% 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.
Segment
63% of consumers will quit doing business with brands that use poor personalization strategies.
Smart Insights
74% of customers feel frustrated when website content is not personalized.
Instapage
72% of customers will only respond to personalized messaging.
SmarterHQ
70% 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.
Accenture
81% of consumers want brands to get to know them and know when and how to approach them.
Instapage

Section 6: Self-service statistics

More than 60% of customers prefer digital self-service channels (website, mobile app, voice response system, and online chat).
American Express
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
30% of U.S. consumers consider customer service chatbot interactions to be "very effective."
Microsoft

Section 7: The future of customer experience

$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
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
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

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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.

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Written by Maddy Martin

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.