Every interaction with your customers count. Whether it’s a seamless app experience, a quick response on social media, or a personalized recommendation, customers expect brands to offer experiences that cater to their needs. Falling short isn’t just disappointing — it’s a lost opportunity to build loyalty and trust.

As customer expectations grow, companies must keep pace. Staying competitive means understanding what today’s customers want and how to deliver it consistently. 

In this post, we’ve compiled the most important customer experience statistics to help you refine your strategy and deliver what your customers value most.

What is customer experience (CX)?

Customer experience (CX) encompasses every interaction and impression a customer has with your business. It spans the entire journey — from the first touchpoint to post-purchase follow-up — and includes how customers feel about your service, website usability, product quality, and more.

Creating a meaningful CX means crafting interactions that feel valuable, enjoyable, and tailored to your customers’ needs. A great customer experience builds trust and loyalty by anticipating and exceeding expectations across all channels.

A strong CX strategy begins with understanding what matters most to your customers. Whether it’s simplifying checkout, offering personalized recommendations, or building loyalty programs, your actions should be customer-centric.

By putting the customer first, you can design experiences that are intuitive, meaningful, and rewarding — driving measurable results.

Customer experience importance statistics

Understanding the importance of CX will be crucial to business success in 2025. These statistics reveal how CX drives loyalty, satisfaction, and long-term growth.

1. Eighty percent of customers say the experience a company provides is just as important as its products or services (Salesforce).

2. Customers have little tolerance for poor experiences — 73% will switch to a competitor after multiple bad interactions, and more than half will leave after just one (Zendesk).

3. Nearly all consumers (97%) and contact center managers (98%) agree that customer service interactions influence customer loyalty (Calabrio).

4. Sixty-six percent of customers say they will stop supporting a brand if their experience isn’t personalized (Segment).

5. While 65% of customers want brands to adjust to their expectations, 61% feel most brands treat them like a number (Salesforce).

6. Most business leaders (89%) believe personalization is critical to their company’s future success (Segment).

Customer experience maturity statistics

7. Customer experience is at an all-time low, with 39% of brands and 10 industry averages reporting declines in effectiveness, ease, and emotion (Forrester).

8. Only 3% of companies are considered customer-obsessed, meaning they prioritize customers’ needs, desires, and satisfaction in every business decision (Forrester).

9. While 84% of managers believe they meet or exceed customers’ needs to feel heard, only 45% of consumers agree (Calabrio).

10. Legacy systems, outdated processes, and tools remain the biggest challenges for CX operations, with 34% of business leaders citing these barriers as requiring significant investment (Execs In The Know).

11. Deeper personalization is a key strategy for increasing customer retention, with 77% of business leaders agreeing on its importance (Zendesk).

12. Seventy-two percent of executives see combining teams and responsibilities around CX as a way to boost efficiency, and 64% have already started implementing these changes (Zendesk).

Customer experience ROI and conversion statistics

13. Customer service directly impacts future spending: 87% of consumers say a good experience increases their likelihood to buy more, while 97% change their buying behavior after a bad experience — 58% stop purchasing entirely (Zendesk).

14. Improving customer experience can have significant financial benefits: even a 1-point increase in CX scores can generate over $1 billion in revenue by boosting loyalty and repeat visits (Forrester).

15. Companies that improve customer satisfaction by 20% see a 15–25% increase in cross-sell rates, a 5–10% boost in wallet share, and up to 30% higher engagement (McKinsey).

16. After a 5-star experience, consumers are 2.9 times more likely to trust a brand, 3 times more likely to recommend it, and 2.2 times more likely to make another purchase compared to a 1–2-star experience (Qualtrics).

17. Over half (56%) of consumers anticipate being repeat customers after a personalized experience (Segment).

Data privacy and customer experience statistics

18. The majority of Americans (84%) express at least some concern about the safety and privacy of the personal data they share online (Ipsos).

19. Only 40% of consumers trust brands to protect their personal data and use it responsibly (Segment).

20. When trust is broken, the consequences are clear — 87% of customers avoid buying from brands they don’t trust (Sinch).

21. Trustworthiness and transparency matter most to 60% of consumers, who say these are the top traits they value in a brand (Statista).

22. Forty-three percent of consumers said they felt comfortable sharing personal data through surveys, interviews, or online forms. Millennials showed the highest comfort level, with 51% willing to share information (Statista).

23. In the U.S., 36% of people who unsubscribed from marketing emails say they never signed up or don’t remember subscribing — nearly 10% more than the global average (GetApp).

Omnichannel and multichannel customer experience statistics

24. Nearly half of shoppers (49%) prefer a mix of online and in-store shopping. Additionally, 54% use smartphones to research in stores, and 23% complete online purchases from store aisles (Salsify).

25. Seventy-nine percent of customers expect a unified experience across departments, but 55% say they feel like they’re communicating with multiple groups instead of one company (Salesforce).

26. It's challenging for 77% of brands to seamlessly engage customers across all channels, even though 62% of customers want multichannel engagement (Khoros).

27. Offering multiple communication options is key to an excellent experience for 28% of customers (Zendesk).

28. Fifty-two percent of customers expect brands to answer their questions within one hour of posting them on digital channels (Emplifi).

29. Not being able to reach support through their preferred channel creates a negative experience for 27% of customers (Zendesk).

Mobile customer experience statistics

30. Mobile devices accounted for 61.59% of the global market share in October 2024, surpassing desktop and tablet usage combined (StatCounter).

31. Over 60% of U.S. adults consider mobile shopping essential for online shopping convenience (Morning Consult).

32. Mobile responsiveness and load speed are critical. Sites that load in one second have ecommerce conversion rates 2.5 times higher than those that take five seconds (Portent).

33. Smartphone users value personalization, with 71% likely to save and use mobile wallet offers or coupons tailored to their name and shopping preferences (MMA Global).

34. Sixty-seven percent of customers find it helpful to message companies through their mobile apps (Khoros).

Transform your customer experience

Customer expectations are always evolving, and businesses that prioritize them are the ones that stay ahead. The statistics above highlight the importance of customer experience and outline key areas of focus — but success depends on how you respond.

Achieving measurable improvements in digital CX requires the right tools. With Ninetailed by Contentful, marketers are seeing results like a 51% increase in conversion rates and an 87% boost in click-through rates. By enabling personalized, impactful experiences, Ninetailed helps you meet customer needs and build stronger connections.

Ready to elevate your CX strategy? Contact sales to find out how Ninetailed by Contentful can help you deliver customer-centric experiences.

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