A terrific customer experience (CX) is vital across industries and organizations both large and small – from retail to travel and telecommunications. Because, today, it’s pretty competitive out there, customer preferences and loyalties are shifting, and choices abound. Yet just how great of an impact can it have on companies and their customers? As solid proof that CX is bigger and bolder than ever, as we wrap up the year and look ahead to 2023, we compiled a list of 22 eye-opening customer experience statistics.

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22 Best Customer Experience Statistics

CX Statistics for Cost, Performance, and Business Impact

• $402B/year is left on the table by companies that fail to provide “simple” experiences to their consumers [World’s Simplest Brands]
• $35.3B is lost every year by US businesses in customer churn caused by avoidable CX issues [CallMiner]
• Companies that earn $1 billion a year will see an average gain of $700 million within three years of investing in customer experience [Qualtrics]
• 90% of CEOs believe that the customer has the greatest impact on their business [PwC]
• Companies with engaged employees outperform the competition by 147% [Gallup]

Why this is important today:
The lack of a strong CX strategy can have a detrimental impact on businesses. Investing in CX can pay off in the long run.

Customer Experience Statistics for Loyalty and Brand Experience

• Loyal customers are 5 times more likely to purchase again and 4 times more likely to refer a friend to the company [Experience Matters]
• CX drives over two-thirds of customer loyalty, which represents more than brand and price combined [CMS Wire]
• 73% of consumers say a good experience is key in influencing their brand loyalties [PwC]
• 65% of respondents would become long-term customers of a brand if they can provide positive experiences throughout the customer journey [ClickZ]
• 65% of all consumers find a positive experience with a brand to be more influential than great advertising [PwC]
• 96% of customers say customer service is important in their choice of loyalty to a brand [Microsoft]
• 46% of consumers will abandon a brand if employees are not knowledgeable [PwC]
• The top reason why customers switch brands is because they feel unappreciated [Vonage]

Why this is important today:

The key is not only to attract customers, but to keep them engaged and coming back for more. Stronger customer loyalty helps companies grow, and also rest assured that their CX investments and efforts are paying off.

Customer Experience Statistics for Personalization and Speed of Resolutions

• 91% of consumers say they are more likely to shop with brands that provide offers and recommendations that are relevant to them [Accenture]
• Customers are 2.4 times more likely to stick with a brand when their problems are solved quickly [Forrester]
• 80% of customers say they are more likely to do business with a company if it offers personalized experiences [Epsilon]

Why this is important today:

Customers have come to expect and demand personalized, speedy service. The onus is on businesses to meet these expectations, and take experience from good to great.

CX Statistics for Technology

• Less than 1 in 4 brands have the necessary technology to consistently engage with consumers [Twilio]
• Companies that have embraced digital transformation are 26% more profitable than their peers [MIT]
• More than 60% of consumers look for self-service first, instead of contacting a live agent [Microsoft]

Why this is important today:

In today’s digital world, technological options abound. From customer experience tools to live chat software, companies today can harness tools to help their teams work more efficiently, and engage with customers across channels.

CX Statistics for Trust and Brand

• Customers tell an average of 9 people about a positive experience with a brand, but they tell 16 people about a negative experience [Deloitte]
• Companies that provide an emotional connection with customers outperform the sales growth of their competitors by 85% [Gallup]
• Two-thirds of customers will share personal information with brands, but only in exchange for some kind of value [Accenture]

Why this is important today:

Customers today crave authentic and meaningful experiences, and creating those connections will help brands stand out from the crowd and make a true impact.

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Sources

Infographic 1 (Costs, Performance & Business Impact):

1. World’s Simplest Brands – https://worldssimplestbrands.com/
2. CallMiner – https://www.globenewswire.com/news-release/2020/05/11/2031142/0/en/Nearly-74-of-Consumers-Will-Switch-Providers-After-a-Poor-Contact-Center-Experience-According-to-New-Research.html
3. Qualtrics – https://www.qualtrics.com/xm-institute/roi-of-customer-experience-2018/
4. PwC – https://www.pwc.co.uk/ceo-survey.html
5. Gallup – https://www.gallup.com/workplace/229424/employee-engagement.aspx

Infographic 2 (Loyalty & Brand Experience):

1. Experience Matters – https://experiencematters.blog/category/roi-of-customer-experience/
2. CMS Wire – https://www.cmswire.com/customer-experience/its-the-journey-that-matters-improving-customer-experience-and-loyalty/
3. PwC – https://www.pwc.com/future-of-cx
4. ClickZ – https://www.clickz.com/cx-is-as-important-as-product-or-price-says-new-report/260845/
5. PwC – https://www.pwc.com/us/en/services/consulting/library/consumer-intelligence-series/future-of-customer-experience.html
6. Microsoft – http://info.microsoft.com/rs/157-GQE-382/images/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf
7. PwC – https://www.pwc.com/us/en/services/consulting/library/consumer-intelligence-series/future-of-customer-experience.html
8. Vonage – https://www.vonage.com/resources/publications/global-customer-engagement-report-2020/

Infographic 3 (Personalization & Speed of Resolutions):

1. Accenture – https://www.accenture.com/_acnmedia/PDF-77/Accenture-Pulse-Survey.pdf
2. Forrester – https://www.forrester.com/blogs/whats-the-roi-of-cx-transformation/
3. Epsilon – https://www.epsilon.com/us/about-us/pressroom/new-epsilon-research-indicates-80-of-consumers-are-more-likely-to-make-a-purchase-when-brands-offer-personalized-experiences

Infographic 4 (Technology):

1. Twilio – https://www.twilio.com/blog/announcing-the-state-of-personalization-2021
2. MIT – https://ide.mit.edu/insights/digitally-mature-firms-are-26-more-profitable-than-their-peers/
3. Microsoft – https://info.microsoft.com/ww-landing-global-state-of-customer-service.html

Infographic 5 (Trust & Brand Experience):

1. Deloitte – https://www2.deloitte.com/content/dam/Deloitte/us/Documents/process-and-operations/us-cons-the-true-value-of-customer-experiences.pdf
2. Gallup – https://news.gallup.com/businessjournal/127520/retail-new-normal.aspx
3. Accenture – https://www.accenture.com/t20180219t081429z__w__/us-en/_acnmedia/pdf-71/accenture-global-dd-gcpr-hyper-relevance-pov-v12.pdf#zoom=50