Customer experience

15 Surprising Customer Experience Stats

AskNicely Team

Customer experience has become the holy grail of modern business success. Gone are the days when customers were content with just products and services. Today, they demand memorable experiences that leave a lasting impact. To help you navigate the ever-changing landscape of CX, we've compiled 15 surprising customer experience statistics backed by credible sources. Brace yourself for eye-opening insights that might just change the way you think about, and approach customer satisfaction.

86% of Customers are Willing to Pay More for Better Experience (PWC)

Let's start with a compelling reason to prioritize customer experience: a whopping 86% of customers are willing to pay more for a superior experience. This proves that investing in CX not only delights customers but also boosts your bottom line. Source: PwC

89% of Consumers Have Switched Brands Due to Poor Experience (Gartner)

When it comes to customer loyalty, the stakes are high. A staggering 89% of consumers have switched brands due to a negative experience. This emphasizes the urgency of providing exceptional service and ensuring every touchpoint is nothing short of delightful. Source: Gartner

73% of Customers Fall in Love with Brands Because of Friendly Employees (RightNow)

Your employees are the heart and soul of your CX strategy. A heartwarming 73% of customers fall in love with brands because of friendly, personable frontline employees. Cultivate a positive company culture that emphasizes warmth, recognition and personal growth to win your customers' hearts. Source: RightNow

68% of Customers Leave Because They Believe You Don't Care (Vocalabs)

The age-old adage "actions speak louder than words" holds true in CX as well. A significant 68% of customers leave a brand because they perceive a lack of care. Be sure to show genuine concern for your customer’s needs (e.g through collecting customer feedback), and you'll keep them coming back for more. Source: Vocalabs

It Takes 12 Positive Experiences to Make Up for One Negative Experience (Ruby Newell-Legner)

Negative experiences leave a lasting impression. In fact, it takes a staggering 12 positive experiences to counteract the damage caused by a single negative encounter. The takeaway? Always strive for consistency in delivering top-notch experiences. Source: Ruby Newell-Legner

42% of Customers Complain on Social Media Expecting a Response Within 60 Minutes (Convince & Convert)

The age of social media has given customers a powerful platform to voice their concerns. An overwhelming 42% of customers expect brands to respond to their complaints within an hour. Swift and effective social media customer service is non-negotiable. Source: Convince & Convert

77% of Customers Recommend Brands Based on Personal Experiences (Temkin Group)

Word-of-mouth remains a potent marketing force. An impressive 77% of customers are likely to recommend a brand based on their personal experiences. Focus on providing memorable experiences, and your customers will become your brand advocates. Source: Temkin Group

70% of Buying Experiences Are Based on How Customers Feel They are Treated (McKinsey)

Emotions play a pivotal role in customer decision-making. A significant 70% of buying experiences are influenced by how customers feel they are treated. Prioritize empathy and emotional connection in your interactions. Source: McKinsey

64% of Customers Expect Personalized Service (Salesforce)

The era of one-size-fits-all customer service is long gone. A substantial 64% of customers now expect personalized interactions and tailored experiences. Leverage customer feedback to deliver customized solutions and recommendations. Source: Salesforce

80% of Companies Believe They Deliver Excellent Customer Service, But Only 8% of Customers Agree (Bain & Company)

A glaring disparity exists between company perceptions and customer realities. While 80% of companies believe they provide excellent service, only a mere 8% of customers agree. Bridge this gap by actively seeking and acting on customer feedback. Source: Bain & Company

78% of Consumers Have Bailed on a Transaction Due to Poor Service Experience (American Express)

A poor service experience can be the kiss of death for any business. A staggering 78% of consumers have abandoned a transaction due to subpar service. Don't let your hard-earned leads slip away – prioritize seamless customer journeys. Source: American Express

59% of Consumers Say Companies Need to Respond to Emails Within an Hour (HubSpot)

Email communication remains a crucial touchpoint for customers. A significant 59% of consumers expect brands to respond to their emails within an hour. Invest in efficient email management to meet this expectation. Source: HubSpot

73% of Customers Fall in Love with a Brand Because of Their Customer Service (RightNow)

Customer service is the key to unlocking your customers' hearts. A remarkable 73% of customers have confessed to falling in love with a brand due to their excellent customer service. Make your customer support a true love story! Source: RightNow

Brands That Prioritize CX Outperform Others by 80% in Revenue Growth (Forrester)

The numbers don't lie – customer experience is a game-changer for your bottom line. Brands that prioritize CX outperform others by an astonishing 80% in revenue growth. Make CX your competitive advantage. Source: Forrester

A one-point increase in a company's Net Promoter Score (NPS) can lead to a 9% increase in revenue growth. (Temkin Group) 

This stat highlights that even a small improvement of one point in a company's NPS can have a substantial impact on revenue growth. When customers are more likely to recommend a company's products or services to others (higher NPS), it often translates into increased customer retention, new customer acquisitions, and improved brand reputation, all of which contribute to overall revenue growth. Source: Temkin Group

These 15 surprising customer experience statistics underscore the pivotal role CX plays in today's business landscape. Prioritize delivering exceptional experiences, from the first touchpoint to the last, and you'll unlock the true potential of customer loyalty and advocacy. Embrace the power of customer feedback, personalize your interactions, and invest in a customer-centric culture. By doing so, you'll set your business on a path to unprecedented growth and success.

AskNicely Team
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AskNicely Team

AskNicely Team
About the author

AskNicely Team

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