The dynamic world of business is rapidly evolving, but the customer experience still plays a major role in getting the edge over your competition.
The customer experience is “king” in other words.
Today, your business success isn’t solely determined by having an excellent product or service.
It’s more about how you deliver that product or service.
How you deliver and any essential after delivery of a product or service is a key differentiator between you and your competitors.
It’s worthy of note that customer experience is the cornerstone of brand loyalty and is the driving force behind successful customer retention.
You may not have perceived the customer experience as important in the past, but now, it’s not just some intangible concept you can’t measure.
In fact, the customer experience statistics you will read in this article will paint a picture of its impact on the business world and confirm how important it is to business success.
Whether you’re a seasoned professional or newbie to customer experience and how it affects your business, you will find this wealth of information an invaluable resource for your future success.
Let’s explore the realm of today’s customer experience.
Post Contents
- 1 Key Statistics
- 2 Top Customer Experience Statistics in 2024
- 2.1 1. 81% of companies say good customer service is a competitive differentiator.
- 2.2 2. Today, over 60% of customers expect companies to meet their every need.
- 2.3 3. 42% of modern consumers say they will pay more for a better CX.
- 2.4 4. Around 61% of customers say they would change brands after a poor CX.
- 2.5 5. 52% of customers claim a single negative CX would cause them to switch brands.
- 2.6 6. 54% of American consumers feel that customer service can be improved.
- 2.7 7. 92% of customers claim that they would leave a company after two to three negative engagements.
- 2.8 8. 65% of survey respondents said they would become a long-term customer of a brand that offers a positive customer experience.
- 2.9 9. 64% of businesses said they saw a noticeable increase in sales because of good customer service.
- 2.10 10. Companies that focus on their CX find that they experience an 80% boost in revenue.
- 2.11 11. 70% of buying experiences are decided by how the customer is treated.
- 2.12 12. 74% of consumers are somewhat prone to making purchases based solely on their experience.
- 2.13 13. 80% of consumers are more apt to do business with a company that provides a personalized experience.
- 2.14 14. 72% of consumers say they will only interact with marketing messages personalized to their interests.
- 2.15 15. 90% of top marketers say personalization considerably contributes to the profitability of a business.
- 2.16 16. 60% of consumers prefer email for simple customer service requests.
- 2.17 17. 76% of customers say they desire a consistent customer experience regardless of how they interact with a business.
- 2.18 18. 40% of customers say they expect a response from customer service within the first five minutes.
- 2.19 19. Companies that invest in customer experiences can see a 300% boost in customer lifetime value.
- 2.20 20. 57% of customers will not recommend a company with a badly designed mobile site.
- 3 FAQs
- 4 Conclusion
Key Statistics
- 81% of companies say good customer service is a competitive differentiator.
- Today, over 60% of customers expect companies to meet their every need.
- 42% of modern consumers say they will pay more for a better CX.
- Around 61% of customers say they would change brands after a poor CX.
- 52% of customers claim a single negative CX would cause them to switch brands.
- 54% of American consumers feel that customer service can be improved.
- 92% of customers claim that they would leave a company after two to three negative engagements.
- 65% of survey respondents said they would be a long-term customer of a brand that offers a positive customer experience.
- 64% of businesses said they saw a noticeable increase in sales because of good customer service.
- Companies that focus on their CX find that they experience an 80% boost in revenue.
Top Customer Experience Statistics in 2024
1. 81% of companies say good customer service is a competitive differentiator.
According to Dimension data research, 81% of organizations claim that customer service is a competitive differentiator.
The main element driving digital transformation is enhancing CX.
As a result, businesses say they increased loyalty, earned more revenue, and saved money.
(Ninetailed)
2. Today, over 60% of customers expect companies to meet their every need.
Let’s face it.
Instant gratification has taken over among today’s consumers.
Digitization has given people so much instant gratification, that over 60% of modern consumers expect businesses to meet every one of their needs.
It’s unfortunate that not all businesses can meet these expectations.
(123 Form Builder)
3. 42% of modern consumers say they will pay more for a better CX.
Research shows that 42% of modern consumers say they are willing to pay more for a better customer experience.
This piece of data tells us that many consumers are willing to shop around for the best CX, which makes CX a competitive element.
(PwC)
4. Around 61% of customers say they would change brands after a poor CX.
Data revealed that approximately 61% of customers would switch to another brand after a poor customer experience.
If you wondered how important customer experience is to consumers today, this statistic should give you a good indication.
This data translates into a brand losing a customer and the revenues of said customer if they aren’t delivering a good customer experience.
(HubSpot Blog)
5. 52% of customers claim a single negative CX would cause them to switch brands.
To further impress upon you how much customer experience is a game-changer, 52% of customers said just one negative experience would drive them to a competing brand.
This is one reason to prioritize superior customer experiences in every aspect of the concept.
We have to face the fact that people are naturally fickle.
(Zendesk Blog)
6. 54% of American consumers feel that customer service can be improved.
Over half (54%) of consumers in American believe that businesses can improve their customer service.
In fact, they specifically said that most companies need to improve their customer service, which is a vital element in the overall CX.
There is no doubt that there is room for improvement in all businesses in terms of customer experiences.
(Ninetailed)
7. 92% of customers claim that they would leave a company after two to three negative engagements.
In this data, we can further confirm the importance of positive customer experiences.
A massive 92% of customers have said they will leave a company after between two or three negative engagements.
Today’s consumers are willing to look elsewhere to find satisfaction in the CX.
(Forbes)
8. 65% of survey respondents said they would become a long-term customer of a brand that offers a positive customer experience.
By now, we understand that providing a good customer experience is vital to business success.
However, it never hurts to offer more data that proves it.
In fact, 65% of survey respondents said they would become a long-term customer of a brand that offers a positive customer experience.
(Third Channel Blog)
9. 64% of businesses said they saw a noticeable increase in sales because of good customer service.
It’s a proven fact that customer satisfaction boosts and drives sales growth.
One study confirmed this data as 64% of businesses said that they experienced a notable increase in their sales as a result of a positive customer service experience.
Moreover, 74% of customers claim that they will forgive mistakes in lieu of excellent customer service.
The better you treat your customers, the more forgiving they are when errors are made.
(123 Form Builder)
10. Companies that focus on their CX find that they experience an 80% boost in revenue.
Research has found that companies that focus their efforts on customer experience can experience an 80% boost in sales revenue.
Even with this data readily available, 60% of marketers worry that their company is at a disadvantage due to customer service (CX) competition.
(Zippia)
11. 70% of buying experiences are decided by how the customer is treated.
According to a McKinsey study, 70% of buying experience is decided by how a customer feels they are treated.
To put this another way, 70% of business is related to how you make your customers feel.
Today, we live in an “experience economy”.
(Your Story)
12. 74% of consumers are somewhat prone to making purchases based solely on their experience.
Research has shown that 74% of consumers (buyers) are at least partially predisposed to buy something based solely on their customer experience.
This is yet another piece of data that confirms the importance of CX.
(NineTailed)
13. 80% of consumers are more apt to do business with a company that provides a personalized experience.
An Epsilon study reported that 80% of today’s consumers are more apt to engage with a business that will offer a personalized customer experience.
Modern consumers seek out personalized and unique experiences, which means businesses need to adapt to match these demands.
(Threekit)
14. 72% of consumers say they will only interact with marketing messages personalized to their interests.
One of the first things mentioned in the SmarterHQ Playbook is that 72% of consumers are saying that they will only interact with marketing messages that are personalized to their specific interests.
Today, it’s even more important to make personalization a priority in the shopping world.
(SmarterHQ Playbook)
15. 90% of top marketers say personalization considerably contributes to the profitability of a business.
An Econsultancy and Google Marketing and Measurement survey in 2017 revealed that 90% of leading marketing professionals say that personalization influences business profitability.
Are you using personalization of any kind in your business?
(LinkedIn, Think with Google)
16. 60% of consumers prefer email for simple customer service requests.
According to a survey of customer communication preferences for simple service requests, 60% said they preferred email.
Another 58% said they preferred phone contact and 48% said they preferred live chat.
Moreover, 24% prefer SMS text messages and 18% said they favor social media messages.
(Zendesk Blog²)
17. 76% of customers say they desire a consistent customer experience regardless of how they interact with a business.
An astounding 76% of customers say they desire to have a consistent customer experience no matter how they interact with a company/brand.
This is a profound piece of data that explains that customers want consistently regardless of how they engage with you.
Consistency is key, especially in customer experience.
(Smith.ai)
18. 40% of customers say they expect a response from customer service within the first five minutes.
A 2022 McKinsey study revealed that 40% of customers today expect to get a response from customer service within five minutes of a request.
Even though this isn’t exactly a realistic expectation, businesses are competing against others that offer fast customer service responses to requests.
(McKinsey & Company)
19. Companies that invest in customer experiences can see a 300% boost in customer lifetime value.
According to recent data, companies investing in customer experiences can experience a 300% boost in customer lifetime value (CLV).
Not only that, but a solid and consistent track record of positive CX encourages brand loyalty that helps improve customer retention.
(InData Labs)
20. 57% of customers will not recommend a company with a badly designed mobile site.
Data shows that 57% of customers say they won’t recommend a business that has a poorly designed mobile website.
So, the customer experience extends to the mobile market as well.
Moreover, 66% of customers said that having a frustrating experience on a site harms the brand.
(SuperOffice)
FAQs
What is “customer experience”?
The concept of customer experience (CX) involves all interactions customers have with a company.
It starts with the first impression and relates to first contact, marketing, sales, customer service, and product usage to name a few aspects of CX.
Why is CX so important?
When your business goes above and beyond to provide a superior and excellent customer experience, it results in boosting customer satisfaction, loyalty, and advocacy.
A positive and superb CX will also result in higher customer retention rates and will reduce customer churn.
As a result, your revenues will improve, and your company will grow.
How do you measure CX?
There are various metrics used to measure customer experience, which include aspects like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES).
What are the five key elements of a positive customer experience?
Here are the five main elements for providing excellent CX:
1. Empathy
2. Responsiveness
3. Personalization
4. Consistency
5. Ease of doing business
Conclusion
We have discovered many things about customer experience (CX) from these statistics.
One take away about CX is its importance to the consumer as well as companies who focus on it.
We see how positive customer experiences can promote customer retention, loyalty, and improve the customer lifetime value.
Most customers are even willing to forgive mistakes made if you are providing excellent customer experience.
If you own a business, you should have a better understanding of how important it is to focus on customer experience models to promote higher customer retention, better brand loyalty, and higher profits.
Customers have always wanted to be treated well.
However, today, companies can measure their performance in CX to learn where they can improve.
Much of this relies on customer feedback, so be sure to ask for it with each interaction.
Being more aware of creating and maintaining positive customer experiences is a good place to start.
If you fail to prioritize your customers, your competitors will enjoy the profits instead of you.
They will also enjoy the customer loyalty and trust they achieve that you can have.
After reading this article about customer experience statistics we hope you feel more well informed and enlightened about CX and how it can improve your business.
