30 Key Customer Experience Statistics Every Business Needs

Businesses often focus heavily on attracting visitors to their websites, investing time, money, and energy into driving traffic, but here’s the thing: getting people to your site is only half the battle.

The real challenge lies in turning that traffic into paying customers. One of the key ways you can do this is by providing a seamless and engaging customer experience.

If you are curious about customer experience trends and how businesses are using CX to boost satisfaction, loyalty, and revenue, this guide compiles the latest statistics and insights to help you understand the current landscape.

How we collected this data

The statistics below come from reputable sources such as Genesys, Twilio, Zendesk, Verint, and other industry research providers. These insights are based on large-scale consumer and business surveys, ensuring accuracy and credibility.

30 Customer experience statistics

1. 63% of consumers believe overall customer service is improving. [Genesys]
2. 41% of consumers felt highly valued and appreciated after a service interaction. [Genesys]
3. 64% of consumers expect AI to improve service quality and speed over the next 2–3 years. [Genesys]
4. 41% of consumers recommended a company to family or friends after a positive service experience. [Genesys]
5. 34% of consumers value professionalism and friendliness in interactions. [Genesys)
6. 49% of consumers prioritize having their problem resolved on the first interaction. [Genesys]
7. 97% of consumers consider it important to switch channels without repeating information. [Genesys]
8. More than half of consumers had to repeat themselves to a second agent in the past year. [Genesys]
9. 41% of consumers had to repeat a chatbot conversation to an agent. [Genesys]
10. 37% of consumers feel very frustrated when there is no way to reach a live agent. [Genesys]
11. 36% of consumers prefer companies to know their location to personalize interactions. [Genesys]
12. 53% of consumers want full control over the personal information they share with companies. [Genesys]
13. 13% of consumers waited less than five minutes to interact with a service agent in the past year.[Genesys]
14. 86% of consumers expect to connect with an agent within one to 10 minutes. [Genesys]
15. Two-thirds of CX leaders report that response times for live agents are less than five minutes. [Genesys]
16. 45% of CX leaders offer callback service, ranking it the second-most valuable CX technology. [Genesys]
17. The most frequently used channels in the past year were live agent via phone (53%), email (51%), live agent via webchat (28%), messaging apps (22%), and chatbot/virtual agent (22%). [Genesys]
18. 45% of Gen Z prefer customer service via email. [Genesys]
19. Video chat has the highest consumer satisfaction rate, with 41% reporting a positive experience. [Genesys]
20. 46% of consumers share service experiences on social media because of a positive experience. [Genesys]
21. 52% of consumers who share negative experiences on social media do so to get attention from the company. [Genesys]
22. 73% of respondents prefer digital over phone. [Verint]
23. 96% of businesses say they have the right tools and technologies to understand their customers. [Twilio]
24. 44% of businesses struggle to connect customer data across channels, sources, and platforms. [Twilio]
25. 30% cite outdated or insufficient technology as a roadblock to gaining deeper customer insights. [Twilio]
26. Companies with strong omnichannel engagement strategies retain an average of 89% of their customers. [UniformMarket]
27. By 2025, 89% of companies will compete primarily on customer experience. [FluentSupport]
28. 72% of leaders believe merging CX-related teams and responsibilities improves efficiency. [Zendesk]
29. Emails and messages with interactive elements achieve 50% higher open rates and engagement. [Optimove]
30. Actively incorporating customer feedback into campaigns increases satisfaction rates by 18%. [Optimove]

Final thoughts

Delivering an exceptional customer experience requires more than fixing common service issues; it demands proactive strategies, seamless omnichannel interactions, and personalized engagement. Use these insights to prioritize CX investments, streamline processes, and incorporate customer feedback to drive satisfaction, loyalty, and long-term business growth.