50+ Customer Experience Statistics to Know in 2024

The customer is the king in today’s era and has become the most significant game-changer for any business. Due to its significance, customer experience has become the biggest priority for any company to be successful. If the customer likes your brand, he’ll continue buying from your brand and spread a positive word of mouth. This will lead to brand popularity.

Customer experience typically depicts how a customer perceives interaction with your company or brand. Every interaction contributes to the customer experience, whether a customer has contact with your brand in-store or online. In today’s world, the customer is positively educated and empowered. They have numerous options to switch to other brands if your brand or company doesn’t satisfy the needs which they are seeking. So, in this blog, we will look at customer experience statistics that will demonstrate its power and effectiveness.

Let’s start discussing the customer experience statistics without wasting any time.

Customer Experience Statistics You Should Know

1. 78% of consumers stated their customer service experience improves when agents don’t sound like they’re reading from a script. (Software Advice)
   
   
2. 46% of consumers will leave a brand if employees are not knowledgeable. (PwC)
   
   
3. 71% of customers expect customer service agents already to have information regarding their earlier interactions with the brand. (Radial)
   
   
4. 64% of customers are more likely to recommend a brand to others if it delivers simpler experiences and communications. (Siegel, Gale)
   
   
5. 71% of people recommend a product or service because they had a “great experience”. (Convince & Convert Consulting)
   
   
6. 65% of all customers find a positive experience with a brand to be more influential than great advertising. (PwC)
   
   
7. A study discovered that answering a customer complaint on social media can improve advocacy by 25%, and not responding to it can decrease customer advocacy by 50%. (Convince & Convert)
   
   
8. By 2023, 25% of organizations expect to integrate marketing, sales, and customer experience (CX) into a single function. (Gartner)
   
   
9. 31% of businesses put the burden of offering great digital experiences on the Marketing department. (Clicktale)
   
   
10. Over 90% of enterprises now use a CCO, CXO, or executives with similar responsibilities. (Gartner)
    
    
11. 70% of customer interactions will apply emerging technologies by 2022, including chatbots. (up from 15% in 2018). (Gartner)
    
    
12. Over 300,000 chatbots are active on Facebook Messenger to help consumers answer questions quickly. (VentureBeat)
    
    
13. Customer expectations for chat response times are high, with average wait times of just 45 seconds. (Com100)
    
    
14. 90% of customers rate an “immediate” response as “important” or “very important” when they have a customer service question. 60% of customers define “immediate” as ten minutes or less. (HubSpot Research)
    
    
15. Seventy-three percent of customers say time is crucial in determining “good” and poor customer service experiences. ( Hubspot)
    
    
16. Over 6 in 10 customers today like to use digital self-serve channels to answer their questions (website, mobile app, online chat, and voice response system). (American Express)
    
    
17. 59% of customers find that self-service options enhance their customer service experiences. (Nuance)
    
    
18. When learning about a new product, 60% of customers state they trust the reviews from friends, family, and other customers. (Hubspot)
    
    
19. There is an 80% growth in revenue for businesses that improve customer experience. (Forbes)
    
    
20.  Two-thirds of companies compete based on customer experience. ( Forbes)
    
    
21. 73% of customers admit that customer experience allows driving their buying decision. (PWC)
    
    
22.  86% of customers say that they are ready to pay more to get a better customer experience. (Super Office)
    
    
23. You can double your business revenue in 36 months if you improve your business’s customer experience to a satisfactory level. ( Super Office)
    
    
24.  49% of customers admit that they have made impulse purchases after a brand’s excellent, customized personal experience. (Dot Digital)
    
    
25. 88% of businesses now prioritize customer experience in all contact centers. (Sharpen CX)
    
    
26. 87% of business leaders admit that exceptional customer experience is essential for their organization. (Smart Insights)
    
    
27. Businesses that prioritize customer experience have a 4-8% higher revenue boost than their competitor. ( Forbes)
    
    
28. 89% of customers have moved to a competitor following a poor customer experience with a brand. (Lumoa)
    
    
29. Customer-focused companies improve their revenue 1.4x faster than non-customer-focused companies. (Forrester)
    
    
30. Customer experience technologies will cost businesses $641 billion by 2022. (Statista)
    
    
31. 74% of customers will most likely switch brands if their favorite purchasing process gives a miserable experience. (iPerceptions)
    
    
32. According to 70% of customers, an excellent customer experience should be fast, convenient, helpful, and do all of that in a friendly manner. ( Adobe)
    
    
33. A positive customer experience encounter can improve customer spending by up to 140%. (Deloitte)
    
    
34. 87% of customers would come back to purchase from a brand if their previous experience(s) were recorded as very good. ( Experience Matters)
    
    
35. 72% of people with a positive customer experience will share their story with six or more people. (Nice Reply)
    
    
36.  57% of customers state that they don’t recommend a brand if it has a poorly designed website that is not optimized for mobile. ( Sweor, Statista)
    
    
37. 50% of customers will stop visiting a website if it is not mobile-friendly. ( True List)
    
    
38. 92% of customers would forget about a brand after having 2 or 3 negative customer experiences with that same brand. (Super Office)
    
    
39. Only 19.3% of customers that have had a bad customer experience with a brand will report directly to such brand. (Smart Insights)
    
    
40. More than 70% of customer experience leaders in an organization are reportedly struggling to create projects that focus on increasing customer experience. ( Gartner)
    
    
41.  96% of customers agree that customer service plays a vital role in their choice of loyalty to a brand. ( Microsoft)
    
    
42.  Customer service-focused organizations have employees that are 1.5X more engaged than those who don’t. (Experience Matters)
    
    
43. US companies lose $1.6 trillion yearly due to poor customer service. (Accenture)
    
    
44.  According to 67% of customers, companies actively improve customer service. (Microsoft)
    
    
45. 80% of businesses are now investing in the omnichannel experience (Source: Super Office)
    
    
46. Companies with the best omnichannel experience for their customers enjoy a 10% year-on-year growth. (Adobe)
    
    
47.  84% of customers-centric companies are now focusing on improving mobile customer experience. (Super Office)
    
    
48. 67% of customers say that they prefer self-service over speaking with a company representative. (Zen Desk)
    
    
49. AI and machine learning would handle about 40% of all customer interactions by 2023. (Super Office)
    
    
50. 90% of business leaders have reportedly improved their customer experience a good deal since they have started using data analytics reports. ( Forbes)
    
    
51. 87% of businesses think that traditional experiences are no longer enough to satisfy customers. ( Nice Reply)
    
    

Conclusion

After reading the above customer experience statistics, there’s no denying the fact that customer experience is key to any company’s success, and excellent customer experience begins with great customer service. Therefore prioritizing customer experience management can have a prompt and marked impact on a brand’s overall customer experience.