Insight into the world of digital marketing, SessionCam news and product updates

The Big List of Customer Experience Statistics

When your team talks about the importance of customer experience, it’s nice to have some hard numbers and statistics to work into the conversation. Research from within this specific arena helps illustrate why customer experience is an essential part of any business’s success.

That’s why we’ve put together a big list of statistics and data that pulls from customer feedback, marketing trends, and spending projections that is 100% focused on customer experience.

In this list, you’ll find stats grouped by topic so you can easily pinpoint the data you need.


The Importance of Customer Experience


Customer service quote


90% of customer experience decision makers say that a good experience is critical to their success. – Forrester Research


While 73% of companies with the most positive CX impact understand the link between customer experience and business results, only 35% of companies with the least positive CX impact claim the same. – Temkin Group


Customers who encounter positive social customer care experiences are nearly 3 times more likely to recommend a brand. – Harvard Business Review


68% of customers say they’ve switched service providers because of poor customer service. – Accenture


59% of 25-34 year-olds share poor customer experiences online. – New Voice Media


$41 billion is lost by U.S. companies alone each year due to poor customer service. – NewVoiceMedia


83% of consumers require some degree of customer support while making an online purchase. – eConsultancy


95% of dissatisfied customers tell others about their bad experience. – Zendesk


ROI of Solid Customer Experience




A 1% improvement in first call response = $276,000 in annual operational savings for the average call center. – SQM Group


One happy customer can equal as many as 9 referrals for your business. – American Express


Maximizing satisfaction with customer journeys has the potential not only to increase customer satisfaction by 20% but also to lift revenue by up to 15% while lowering the cost of serving customers by as much as 20%. – McKinsey


Customer experience leaders have more than a 16% advantage over competitors in willingness to buy, reluctance to switch brands, and likelihood to recommend. – Temkin Group


74% of consumers have spent more due to good customer service. – American Express


Companies with a social care program experience a 7.5% year over year increase in customer retention, while those without only see a change of 2.9%. – Aberdeen


Satisfaction on customer journeys is 30% more predictive of overall customer satisfaction than measuring happiness for each individual interaction. – McKinsey


Customer Expectations of Customer Experience

Customer experience


76% of consumers say they view customer service as the true test of how much a company values them. – Aspect


Customers who encounter positive social customer care experiences are nearly 3 times more likely to recommend a brand. – Harvard Business Review


60% of UK consumers prefer a balance of price and service and will not accept low service levels in exchange for a lower priced product. – UKCSI


97% of global consumers say that customer service is very important or somewhat important in their choice of and loyalty to a brand. – Parature


60% of consumers have higher expectations for customer service now than they did just one year ago. – Parature


When purchasing online, 71% of visitors expect help within five minutes. – LivePerson


In a poll of enterprise contact centers, 82% view the customer experience as a competitive differentiator, and view accuracy and quality of information provided (82%), as well as ease of interaction (73%), as the most important attributes of a quality customer experience. – Deloitte


The Future of Customer Experience


The future of customer experiience


By 2017, 89% of businesses will compete mainly on customer experience. – Gartner


By 2020, customer experience will overtake price and product as the key brand differentiator for B2B. – Walker


Nearly 80% of contact centers say their current customer service systems won’t meet their future needs. – Dimension Data


By 2017, 50% of product investment projects will be redirected to customer experience innovations. – Gartner


The Global Customer Experience Management (CEM) market will grow at a compound annual growth rate of 20.79% over the period of 2012–2016. – TechNavio


Companies ranked customer experience as the most exciting opportunity for 2015. – Econsultancy


51% of companies planned to increase the staffing of their centralized customer experience team in 2014. – Temkin Group


Mobile Customer Experience


Mobile CX


84% of companies who consider themselves customer-centric focus on mobile customer experience. – VisionCritical


In 2016, there are more mobile search queries than desktop (and more than 27 billion searches total.) – MobileMarketer


52% of customers are less likely to engage with a company because of a bad mobile experience. – Think with Google


Incorrect display and difficult navigation are the highest sources (90%) of customer frustration for mobile experiences. – SoftwareAdvice


45% of companies offering web or mobile self-service reported an increase in site traffic and reduced phone inquiries. – CRM Magazine


In Conclusion


With the right information, you can prove to leadership why customer experience is such a crucial element to focus on in 2016. Take some time to go over these statistics as a team, and start mapping out how you’ll improve your customer experience this year.

Subscribe for email updates

  • This field is for validation purposes and should be left unchanged.