40 Customer Experience Statistics for 2024   

Ever heard ‘Customer is King, but Customer Service is God’?

It highlights treating customers well over any strategies. In today’s competitive world, making customers happy is key to success and loyalty. Customer experience stats help us understand behaviors, spot trends, and see how well we’re doing. 

By looking at data, we can personalize interactions, predict needs, and get better every day. Check out ’40 Customer Experience Statistics for 2024′ to learn more!

Investment in Customer Experience Statistics

Let’s start by discussing the rising trend of businesses putting resources into customer experience initiatives and the advantages of making customer experience a top priority.

1. The global CX Management market is forecasted to hit USD $11.4 billion in 2023, with an expected annual growth rate of 12.2% through 2028, reaching USD $20.4 billion. (ReportLinker) 
2. Brands that prioritize customer-centric approaches report profits that are 60 percent higher compared to those that neglect to focus on customer experience. (CX Index)
3. 80 percent of leaders intend to boost customer service budgets within the upcoming year. (Zendesk CX Trends Report 2023)
4. A significant 73 percent of customers now prioritize customer experience (CX) as the foremost factor influencing their decision to purchase from a company. (PwC)
5. Organizations illustrating the link between customer satisfaction and growth, margin, and profitability are 29% more likely to achieve CX success and secure increased budgets. (Gartner)
6. 80% of organizations anticipate competing primarily based on customer experience (CX). (Gartner)

Customer Experience ROI and Conversion Statistics

These cx stats underscore how customer experience can boost ROI, conversion rates, and overall business performance metrics significantly.

7. Among companies prioritizing customer experience (CX), there’s an astounding 80 percent surge in revenue. (Zippia)
8. Businesses generating $1 billion in annual revenue can anticipate an average additional earning of $700 million within three years of investing in customer experience initiatives. (Temkin Group)
9. 41% of customer-focused companies achieved at least 10% revenue growth compared to just 10% of less mature companies. (Forrester)
10. Companies that perceive customer service as a value center, rather than a cost center, experience a remarkable 3.5 times increase in revenue growth. (Accenture)
11. Companies employing tools like customer journey maps witness revenue increases of up to 10 to 15 percent while simultaneously reducing their service costs by 15-20%. (McKinsey)
12. Brands delivering superior customer experiences generate 5.7 times more revenue compared to competitors that lag in this aspect. (Retail Customer Experience)

Customer Loyalty and Retention Statistics

Every business seeks customer loyalty and retention. By reviewing these statistics, you’ll gain insights to enhance your business strategies.

13. 49% of customers who switched from a previously loyal brand attribute their decision to poor customer experience (CX). (Emplifi)
14. 60% of consumers have chosen one brand over another because of the service they anticipate receiving. (Zendesk CX Trends Report 2023)
15. Customers are 2.4 times more inclined to remain loyal to a brand when their issues are swiftly resolved. (Forrester)
16. On average, companies that invest in improving the customer experience witness remarkable results, including a 42% enhancement in customer retention, a 33% boost in customer satisfaction, and a 32% increase in cross-selling and up-selling opportunities. (Keap)
17. Consumers prioritize “previous good CX with the brand” and “speed of availability/delivery” as their top two criteria when contemplating a new purchase. (Emplifi)
18. 61% of consumers are willing to pay at least 5% more for a product or service if they are assured of receiving a good customer experience. (Emplifi)
19. a significant 56% of consumers believe that the quality of customer service they receive has a greater impact on their positive perception of a brand than any other criteria. (Emplifi)
20. Customer experience (CX) influences over two-thirds of customer loyalty, surpassing the combined influence of brand and price. (CMSWire)
21. Customers who rate a brand highly in trust are three times more likely to remain loyal in the future. Additionally, 88% express a likelihood of purchasing from the brand again, and 62% indicate they will buy almost exclusively from that brand. (Harvard Business Review)
22. After experiencing personalized purchasing encounters, 60% of consumers indicate they are likely to become repeat buyers. (Twillio)

Omni-channel Customer Experience Statistics

Channels play a vital role as customers seek convenient access to businesses. If a business limits itself to only one channel, customers may refrain from engaging due to the lack of accessibility. Read on these stats on customer experience for more ideas!

23. The number of companies investing in the omni-channel experience has surged from 20% to over 80%. (PWC)
24. Businesses with robust omni-channel customer engagement strategies experience a 10% year-on-year growth, a 10% boost in average order value, and a 25% increase in close rates. (Adobe)
25. When marketers use three or more channels in a campaign, they earn a 494% higher order rate compared to those using only one channel. (Omnisend)
26. Social media is the top choice for U.S. consumers, especially Gen Z, to interact with brands, overtaking channels like email, website chat, telephone, or visiting a physical store. (Emplifi)
27. 27% of people mentioned that not being able to contact customer support through their preferred method adds to a bad customer experience. (Zendesk)
28. According to 28%, an outstanding customer experience involves having various communication choices available. (Zendesk)
29. For simple service requests, 60 percent prefer email, 58 percent prefer phone, 48 percent prefer live chat, 24 percent choose SMS/text, and 18 percent prefer social media. (Zendesk)

You might also be interested in: What is Omnichannel Customer Service, The Power of Omnichannel Customer Experience

Mobile Customer Experience Statistics

Today is the mobile-first world. We rely on it for convenience, including online shopping and contacting brands. Optimizing the mobile customer experience significantly impacts customer satisfaction and conversion rates. Let’s explore these stats to see the proof.

30. 57% of customers would refrain from recommending a company with a poorly designed mobile website. (socPub)
31. 50% of customers will stop visiting your website if they think it’s not mobile-friendly. (HubSpot)
32. 59% of all internet traffic worldwide now comes from mobile. (Statista)
33. In 2023, global mobile eCommerce sales reached $2.2 trillion, constituting 62% of total eCommerce sales. (Statista)
34. 90 percent of consumers who have had bad encounters with brands are looking for customer help on their mobile devices. (Software Advice)
35. If a website isn’t mobile-friendly, half of the clients will abandon it, even if they like the brand. (socPub)

Customer Experience Trends

Staying abreast of trends in the customer experience landscape is crucial for brands to remain competitive and relevant in today’s market. By keeping an eye on these trends, brands can adapt their strategies to meet evolving customer expectations.

36. 87% of businesses reported increased sales through the use of user-generated content (UGC), and 92% said it increases brand awareness. (HubSpot)
37. Creating a more personalized customer experience is the top opportunity, according to 51% of marketing professionals. (SmarterHQ)
38. According to 65% of businesses, improved data analysis is critical to providing a better customer experience. (Salesforce)
39. Although people are seen as the top priority for enhancing the customer experience, technology receives the most growth and investment. (Gartner)
40. Only 29% of firms currently utilize analytics to guide their channel/contact management strategy, and a significant 42% believe that their analytic tools are insufficient for their current needs. (Dimension Data)

Elevate Your CX Strategy Today!

Understanding customer experience statistics is crucial for businesses. Utilizing various communication channels such as mobile and online can enhance revenue and customer satisfaction. Employing data analysis and personalized experiences is vital for competitiveness and growth.

Mandala AI can aid in customer experience enhancement by aggregating and analyzing online feedback, and streamlining data analysis across multiple platforms for actionable insights!