Customer experience is getting more important every year – even day by day.
This is especially the case for SaaS companies and, of course, for all other industries. Yet the problem is not everyone seems to see the climbing trend. Or rather, they don’t care.
If you are a firm believer that CX is not as important as some of us make it out to be, you’re in for a surprise. ‘Cause today we are looking at some cool stats on:
- Customer Experience General Statistics
- Positive Customer Experience Statistics
- Negative Customer Experience Statistics
- Customer Review & Feedback Statistics
- Mobile Customer Experience Statistics
- Customer Service & Self-Service Statistics
- SaaS Customer Experience Statistics
Customer Experience General Statistics
There are many customer experience trends to look out for in 2024.
They not only affect how you do business but also customer acquisition and customer retention rates. There is no way you can turn a blind eye to a chance at superior customer experience for your customer base.
What we have below are just a few of the statistics you can take notice of for ultimate customer satisfaction.
1- Companies that do well in customer experience outperform their competitors by around 80%. (Source)
2- 54% of U.S. consumers said most companies need to improve their customer experiences. (Source)
3- Speed, convenience, helpful employees, and friendly service are the most important elements when it comes to CX, each of them going over 70% in significance to consumers. (Source)
4- 82% of U.S. and 74% of non-U.S. consumers want more human contact in their experience as customers in the future. (Source)
5- 43% of all consumers are willing to pay more for greater convenience, while 42% would pay more for a friendly and welcoming customer experience. (Source)
6- 40% of Gen Zers (vs. 24% for everyone surveyed) feel more loyal to brands now than last year, and seemingly they will be loyal customers in coming years too. (Source)
7- No matter what the discipline, industry, or company revenue is, over 90% of respondents agree that customer experience is a priority in terms of company focus. (Source)
8- A customer experience promoter has a customer lifetime value that’s 600 to 1,400% more than that of a detractor. (Source)
9- 68% of customers agree that the service representative is the most important contributor to a positive service experience. (Source)
10- The total worth of the global customer experience market is now $12.04 billion. (Source)
Positive Customer Experience Statistics
The good news is more customers have a better customer experience than you think. The bad news is poor customer experiences are way more influential than positive ones.
Happy customers come at a price, and the first step is to check each customer’s expectations you can realize.
11- More than 50% of consumers consider ‘resolution time’ as one of the most critical factors in deciding whether a customer support experience qualifies as good. (Consumer Expectation Research by Hiver)
12- Making sure you deliver positive customer experiences can lower your costs in serving customers by as high as 33%. (Source)
13- 63% say they are willing to share more information with a company that offers a great experience. (Source)
14- 35% of consumers are willing to share a great experience on social media. (Source)
15- 65% of American customers agree that having a seamless experience with a brand is more influential than good advertising (Source)
16- 77% of consumers regard brands more favorably if they ask for customer feedback and effectively apply it. (Source)
17- Customers who had positive experiences tend to spend 140% more than customers who had a bad customer experience with a brand. (Source)
18- 73% of all customers would agree that customer experience is an important factor when making purchasing decisions; however, only 49% of U.S. consumers think that companies provide a good customer experience. (Source)
19- 8 out of 10 American consumers find speed, convenience, knowledgeable help, and friendly service to be the most important elements of a positive customer experience. (Source)
20- Delivering a good customer experience can improve brands’ growth by 4-8% more than the industry average. (Source)
Negative Customer Experience Statistics
Sadly, negative interactions with a company representative can say more than what a positive customer experience says.
It is only natural that consumers expect excellent service, and there is no denying that specialized treatment has the power to make customers happy.
21- 21% of consumers would share a negative experience, while 24% would never share on social media, regardless of the experience. (Source)
22- 60% of all consumers say that if the service they receive is no longer friendly and they are receiving poor customer service, they’ll stop doing business with a brand. (Source)
23- One in three consumers (32%) would stop doing business with a brand they love after just one bad experience. The rates are even higher in Latin America, with almost half of the consumers, at 49%. (Source)
24- It is only 10% of consumers that strongly agree that most brands meet expectations for a good experience. Meanwhile, 82% of marketers would find their brands to be meeting customer expectations. (Source)
25- Customers share their positive experience with a brand with an average of nine people, whereas they tell 16 people about a bad experience they had. (Source)
26- 86% of consumers state that 2 poor customer experiences are enough for them to stop using that brand. (Source)
27- While 53% of businesses believe that the CX they’re offering is good, only 15% of customers agree with that statement. (Source)
28- In the United States, $1.6 trillion is lost due to the fact that consumers switch brands following poor customer service every year. (Source)
29- 27% of consumers state that it’s highly likely for a customer experience to take a negative turn if they cannot reach agents through the channel of their choice. (Source)
30- 94% of potential customers don’t order a product after coming across a negative review. (Source)
Customer Review & Feedback Statistics
Listening to customer feedback can give you many things, from better customer reviews to revenue increases. What it cannot give you is the superpower to come up with an exceptional customer experience.
What you need to do is really listen and take what they say to heart. You won’t regret it.
31- 67% of consumers consider leaving a review for a good experience, while 40% do so for a bad experience. (Source)
32- Consumers report having started reading more reviews about businesses since the pandemic. (Source)
33- Almost half of U.S. consumers (43%) believe that they would not give companies permission to collect their personal data unless it is for a service that they find truly valuable, then 63% said they’d be more willing to share their data. (Source)
34- Around 8 in 10 Latin Americans appreciate personalization a lot, with 79% saying that it is important to be greeted by name. On the other hand, only 54% of European respondents agree that it is important for them to be greeted by name. (Source)
35- 75% of consumers from all countries say that they want to see more human customer interactions in customer service as technology grows. (Source)
36- Only 1 out of 26 unhappy customers will bring it up. The rest will simply churn without a word. (Source)
37- 71% of Americans agree that they would rather interact with a human than a chatbot or a different automated process of sorts. (Source)
38- 70% of users benefit from the filtering system for online rating when they try to find a company to shop. (Source)
Mobile Customer Experience Statistics
The takeover of mobile experiences is closer than you think.
At a time like this, the last thing you want is to offer poor customer experiences. This is your call to design an excellent customer experience for the mobile experience too.
39- As desktop usage goes on a declining trend, 52% of all internet traffic now comes from mobile. (Source)
40- 90% of customers report having a poor experience when looking for customer support on a mobile device. (Source)
41- Gen-Zers are willing to pay more for a mobile experience by 63%, while the rest are only willing by 54%. (Source)
42- Voice is still the preferred interaction channel for customer experiences; however, it declined slightly to 83%, while mobile messaging jumped to 53% use. (Source)
43- Facebook Messenger is the most preferred CX mobile app, followed by Skype and WhatsApp. Messaging app usage decreases with age, with 83% of 18-24-year-olds but only 32% of those 65 and over using Facebook Messenger. (Source)
44- 63% of consumers look for customer service using a mobile device several times a month or more. (Source)
45- 50% of customers will stop visiting a website that isn’t mobile-friendly. (Source)
46- Even half of the loyal customers tend to leave a website of the brand they regularly use. (Source)
Customer Service & Self-Service Experience Statistics
All customer service teams need a break. Especially if you have no self-service options (shame on you).
Knowing that customer service is two times better with self-service, there is no stopping you from increasing customer loyalty by meeting customer service expectations.
47- 70% of consumers expect company websites to have some form of self-service option. (Source)
48- 91% would use a knowledge base when needed on the condition that it was fit for their needs. (Source)
49- 70% value talking to the same customer representative every time they interact with the company. (Source)
50- No matter the industry, 81% of all customers attempt to solve their own problems before reaching out to a live representative. (Source)
51- Organizations that have implemented a virtual customer assistant report seeing a reduction of up to 70% in call, chat, and/or email inquiries.
52- 67% say they would rather self-serve than talk to a customer service representative. (Source)
53- The average cost of a live phone, e-mail, or webchat interaction is more than $7 for a B2C company and more than $13 for a B2B company. (Source)
54- 40% of businesses believe they already provide self-service options, while 81% of buyers state they expect more. (Source)
55- 36% of customers ask for smarter self-service, yet only 11% of businesses are pursuing this notion. (Source)
SaaS Customer Experience Statistics
As we get more and more familiar with SaaS businesses, there is no way traditional experiences are enough.
It’s time to catch up with the modern customer, people.
56- 71% of the companies say the cloud has influenced the customer experience for their business. (Source)
57- 90% of consumers value when a business knows their account history and what actions they are currently undertaking with that company. (Source)
58- 75% of marketers say they are responsible for the customer journey experience over the customer’s lifetime. (Source)
Frequently Asked Questions
Do unhappy customers churn right away?
Yes. In fact, only one out of 26 customers will bring up their problem with your brand or product. The rest will churn without saying anything.
Is personalization important for customer experience?
Yes, it is. There are many statistics showing that customers find greater value in highly personalized interactions. For example, 90% of customers would like businesses to be aware of their prior account history and actions, while more than half of European customers appreciate being greeted by name.
What affects customer experience?
Many customers list convenience, speed, helpfulness, and friendliness as top factors. Moreover, according to 68% of customers, the customer service representative is a great factor in deciding whether they had a good or bad experience.
