55+ Customer Experience Statistics You Can’t Afford to Ignore in [2025]
Companies globally lose $3.7 trillion every year because of poor customer experiences. Find out why it happens, what mistakes drive customers away, and how exceptional CX can boost your revenue.
Every point of interaction a customer has with your company matters a lot.
On the surface level, it might look like it's just needed to keep customers happy. But as you'll discover from these customer experience statistics, there's much more at stake.
The type of experience a customer gets from your brand has a tangible impact that can be measured down to the very last dollar.
In fact, bad customer experiences are estimated to cost businesses $3.7 trillion a year worldwide.
Today, we'll let you in on the statistics that show exactly why customer experience (CX) should be at the top of your priority list.
Key takeaways
- Bad customer experiences cost businesses $3.7 trillion globally each year
- 57% of customers have switched to competitors because they offer a better experience
- 88% of customers are likelier to buy again after a positive experience
- 65% of customers leave a brand due to bad employee attitudes
- 80% of customers say CX is as important as the product itself
- Businesses that excel in CX outperform competitors by nearly 80%
General customer experience statistics
Customers today are more demanding than ever. In fact, 67% of buyers admit they have higher expectations for customer experience than in previous years.
Unfortunately, 51% of customers feel that companies are falling short of these expectations.
More concerning is that 54% of customers believe businesses don't even have their best interests at heart. Ouch.
What happens when a brand experience leaves customers disappointed?
They leave.
Our customer experience statistics show that 57% have switched to a competitor because competition provided a better experience.
And if they face a bad experience twice, 86% will wave an eternal goodbye to a brand.
Even your most loyal customers are at risk of leaving.
A survey by Emplifi found that 50% of customers abandoned a brand they were loyal to in the past year because of poor customer experience.
ROI of excellent customer experience
Investing in customer experience isn't just good practice. It’s critical for your business’s bottom line.
When 65% of customers say a great experience matters more than advertising, you know it's worth paying attention to.
So, what happens when you nail the customer experience?
You increase your customer retention rates.
Our research found that 88% of customers are more likely to buy from you again after a positive experience.
And they don't mind paying more, either.
About 86% of buyers will happily shell out extra cash for great service.
Customers will also stick around 2.4X more when you fix their issues fast. Keep delivering that quality experience, and 67% will pay premium prices without complaining.
Aside from buying more and being willing to pay higher prices, 75% of customers will recommend a brand if they receive a great experience.
Overall, businesses that deliver excellent customer experience outperform those that don’t by almost 80%.
On top of that, providing top-tier CX makes you 17% more likely to see steady growth year after year.
What do customers prioritize most in CX?
You might think great products alone are enough for customers to choose your business. They're not.
About 80% of customers say the experience they get from your brand is just as important as what you're selling.
That's right.
How you sell matters as much as what you sell.
Nearly 8 in 10 expect a seamless experience across your company.
Unfortunately, over half feel like they're dealing with separate entities instead of one business. The disconnect is so big that 56% of customers have to repeat their issues each time to different representatives before they can access help.
Trust is yet another significant expectation for customers.
It’s so important that 95% of customers need to trust a brand before they can be loyal.
Finally, customers want speedy responses.
Our customer experience statistics show that 90% of customers want an immediate response.
How immediate are we talking about?
For 60% of customers, immediate means 10 minutes or less.
Customers want better experiences—but on their terms
Customers today have clear preferences when reaching out for help. About 22% want to connect through social media, 19% prefer email, and 16% choose website chat for customer service.
Interestingly, most customers don't want to talk to you at all. 67% would rather use self-service options than speak with a company representative.
By 2030, Gartner predicts customer-owned bots will handle a billion service tickets.
Personalization remains important across all channels.
80% of consumers are more likely to buy when brands personalize their brand experience. And nearly half (46%) expect personalized communications before they can truly trust your brand.
Regardless of channel or method, customers prioritize #3 things in their experience with your company:
- Convenience
- Speed
- Friendly service
Get these right, and you're already ahead of most competitors.
Why do customers leave?
Your employees play a ‘lead character role’ in whether customers stay or leave.
According to PwC, poor employee attitudes and unfriendly service are the biggest deal-breakers for customers worldwide.
The former causes 65% of customers to leave, while unfriendly services make you lose 55% of your customers.
Trust issues are another major concern because 1 in 2 customers will leave if you don’t win their trust.
| Reasons customers stop doing business with a company | Percentage (%) |
|---|---|
| Bad employee attitudes | ~65% |
| Unfriendly service | ~55% |
| Untrusted company | ~50% |
| Unknowledgeable employees | ~45% |
| Inefficiency | ~40% |
| Product not always available | ~30% |
| Inconsistent store experiences | ~20% |
| Technology doesn't help guide purchases | ~15% |
| Slow to introduce technology | ~10% |
| Doesn't know me | ~5% |
| Not automated | ~4% |
| Not global | ~3% |
| Doesn't use celebrities | ~2% |
The cost of poor customer experience
Nearly 9 in 10 customers say the experience a brand provides matters more than ever.
Globally, businesses lose $3.7 trillion each year by failing to meet these expectations.
On a company level, poor customer experiences cost about 3% of revenue.
Worse still, 62% of dissatisfied customers will share their negative experiences with others.
And they're not just telling a friend or two.
While satisfied customers share positive experiences with at least 6 people, unhappy customers are far more vocal. In fact, 13% of dissatisfied customers tell 15 or more people about their bad experiences.
You can’t risk that, seeing that 70% of consumers rarely visit new businesses without first checking online reviews.
Businesses also risk losing a customer’s loyalty because of poor customer experiences.
For instance, research shows that 64% of customers switch companies despite liking a product if the service is subpar.
More customers are now actively seeking better service. In 2023, 76% were willing to go out of their way for it. Today, that number has grown to 85%.
On the flip side, providing a great customer experience gives businesses several financial advantages:
- Companies delivering exceptional experiences can charge premiums up to 16% more
- Customers willingly provide more information when experiences are positive
- Businesses making $1 billion annually can generate an additional $700 million over 3 years by prioritizing customer experience
AI in customer experience
By 2024, 35% of organizations have already used it to boost customer service agent efficiency.
The use of AI in customer service is likely to continue because 74% of executives believe AI will fundamentally change their approach to customer experience.
Are customers on board with AI use?
While customers generally accept AI solutions, they still value the human element.
Research shows that 80% of customers want human oversight to validate AI interactions, and 74% of global consumers desire more human touchpoints throughout their customer journey.
This doesn't mean customers reject AI entirely.
Actually, 61% would rather receive fast AI responses rather than wait in a queue for a human representative.
However, 59% of consumers feel businesses have sacrificed the ‘human touch’ in their rush to implement AI-powered customer service.
Final verdict: should you use AI to improve customer experience?
We say yes, but don’t take humans out of the equation entirely.
B2B customer experience statistics
The line between B2B and B2C customer expectations continues to blur. According to Salesforce research, business buyers now demand the same quality experience they enjoy as consumers.
For instance, 82% of B2B buyers expect the same seamless experience when purchasing for their company as they do when buying for themselves.
This expectation is so essential that 67% of B2B buyers have switched vendors in pursuit of a more consumer-like experience.
However, B2B buyers also want personalization tailored to their business needs. Over 70% of business buyers expect vendors to customize their approach to their industry and challenges.
For 84% of B2B decision-makers, this personalization is important in determining which vendor gets their business.
Challenges of delivering a great CX
Despite knowing the importance of good customer experience, many businesses struggle to make it happen. A Hubspot survey exposed these 3 as the main challenges:
- 22% of businesses struggle to truly understand their customers' needs, which makes it difficult to create personalized experiences
- 21% find it increasingly difficult to keep pace with rapidly rising customer expectations
- 21% encounter roadblocks when attempting to scale their customer experience as their business grows
Most of these challenges you can solve by being proactive. Fortunately, consumers are receptive to proactive outreach when done correctly.
Consumers are especially open to proactive contact about matters they care about, such as fraudulent account activity (65%), appointment reminders (53%), and order questions (51%).
The most important thing is ensuring these interactions feel personalized and valuable rather than intrusive.
FAQs
What are the 5 C's of customer experience?
The 5 C's of customer experience are:
- Care (showing genuine interest in customer needs)
- Competence (establishing expertise)
- Culture (creating a customer-centric organization)
- Consistency (delivering reliable experiences across touchpoints)
- And Communication (maintaining clear, proactive dialogue with customers)
What is the rate of customer experience?
The rate of customer experience is typically measured using metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), or Customer Effort Score (CES). Currently, 67% of customers report having higher CX expectations than in previous years.
How does poor customer experience affect business revenue?
Poor customer experience costs businesses approximately 3% of their revenue annually. Beyond immediate losses, 62% of dissatisfied customers share negative experiences, with 13% telling 15+ people.
How much are customers willing to spend with a brand that provides excellent customer experience?
About 86% of buyers are willing to spend more money on a brand when they receive a great experience.
Final thoughts
These customer experience statistics make it clear that customers are no longer willing to gamble with the CX they receive from brands.
More than half of your client base (57%) will trade you for competitors if you fail to deliver exceptional experiences. Even the most loyal customers are at risk of abandoning a brand they were previously loyal to due to poor CX.
If you want to retain your customers, you must be willing to create personalized, speedy, and seamless experiences that cater to their convenience.
Sources
- Salesforce. State of the Connected Customer Report (Second Edition, 2018)
- Emplifi. 86% of Consumers Will Leave a Brand After Two Poor Experiences
- Emplifi. Consumer Expectations Report (US & UK)
- Salesforce. Customer Expectations
- SuperOffice. Customer Experience Statistics
- Forrester. What’s the ROI of CX Transformation?
- EduMe. Customer Experience Statistics
- QuestionPro. Why Invest in Customer Experience (CX)?
- Zendesk. Searching for Self-Service
- Gartner. The Future of Self-Service Is Customer-Led
- Epsilon. 80% of Consumers Are More Likely to Make a Purchase When Brands Offer Personalized Experiences
- HubSpot. Customer Experience Trends
- Forbes. Bad Customer Service Could Cost More Than $3.7 Trillion
- CX Today. Poor Customer Service Costs $3.7 Trillion Per Year
- Business Dasher. Customer Experience Statistics
- SlideShare. CX for Executives
- PwC. Consumer Intelligence Series: Customer Experience
- Connex. Customer Experience Management (CXM)
- Plivo. AI Customer Service Statistics
- Intercom. Customer Service Trends Report 2024
- PwC. Future of Customer Experience
- HubSpot. What Is Customer Experience?
- PR Newswire. US Consumers Want Companies to Be Proactive in Customer Service
Damaris is a Digital Marketing Specialist who writes about digital marketing and performance marketing. At Cropink, she creates data-driven content to help businesses run better ad campaigns for better performance and ROI.
Leszek is the Digital Growth Manager at Feedink & Cropink, specializing in organic growth for eCommerce and SaaS companies. His background includes roles at Poland's largest accommodation portal and FT1000 companies, with his work featured in Forbes, Inc., Business Insider, Fast Company, Entrepreneur, BBC, and TechRepublic.
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