Article • 6 min read
35 customer experience statistics to know for 2024
Over 50 percent of customers will switch to a competitor after a single unsatisfactory customer experience. Here's a list of 35 more customer experience statistics to share with your team.
Par Margaret Deflieze , Staff Writer
Dernière mise à jour January 22, 2024
Simply put, customer experience (CX) is how customers perceive all of the interactions they have with a company at any given point in the buyer’s journey. Whether it’s a phone call to the contact center or something as simple as a conversation with a chatbot, every engagement impacts the relationship between a business and its customers.
In a day and age where 52 percent of customers will switch to a competitor if they have a single negative impression, it’s imperative that businesses prioritize providing exceptional customer experiences. Staying on top of the latest data, trends, and statistics can help CX teams identify what they already excel at and where they can improve.
Importance of customer experience statistics
Customer experience looks a lot different today than it did just three years ago. Paying attention to CX stats and trends allows leaders and teams to gain deeper insights into changing customer motivations, impressions, and needs—helping them make the right decisions to provide the best support and ultimately get a return on investment.
Take Mailchimp, a top marketing platform. Everything they build, they build with the customer in mind. Their entire business—from customer support to billing—uses customer data and trends to know which features and functionality customers need most. Using what they learn, they build better products that help more customers.
“If you’re not constantly listening and constantly ready for change, you’re going to miss the opportunity,” said Ben Chestnut, Mailchimp CEO and Co-founder.
Here are 35 insightful customer experience statistics to consider this year.
Investment in CX is critical to bottom-line growth
Standout customer service can change anyone’s mind—even your most upset customers. Investing in CX is imperative to retaining customers and driving growth. See for yourself.
- Of companies that focus on CX, there’s an 80 percent increase in revenue. (Zippia)
- Customer-centric brands report profits that are 60 percent higher than those that fail to focus on CX. (CX Index)
- 80 percent of leaders plan to increase customer service budgets over the next year. (Zendesk CX Trends Report 2023)
90 percent of businesses, regardless of the vertical they are operating in, have stated that they have made CX their primary focus. (CX Index)
- 41 percent of customer-obsessed companies achieved at least 10 percent revenue growth in their last fiscal year, compared to just 10 percent of less mature companies. (Forrester)
- Organizations that demonstrate how customer satisfaction is associated with growth, margin, and profitability are more likely to report customer experience success and are 29% more likely to secure more CX budgets. (Gartner)
- 80 percent of organizations expect to compete mainly based on CX. (Gartner)
- 73 percent of customers now say CX is the number one thing they consider when deciding whether to purchase from a company. (PwC)
Customer expectations are on the rise
Customers expect a lot from the companies they do business with. In a world where customers can easily switch to a competitor, companies that fail to take action to meet these new expectations face losing opportunities. - 49 percent of customers who left a brand to which they’d been loyal in the past 12 months say it’s due to poor CX. (Emplifi)
60 percent of consumers have purchased something from one brand over another based on the service they expect to receive. (Zendesk CX Trends Report 2023)
- Customers are 2.4 times more likely to stick with a brand when their problems are solved quickly. (Forrester)
- 72 percent of customers want immediate service. (Zendesk CX Trends Report 2023)
- 64 percent of customers will spend more if a business resolves their issues where they already are. (Zendesk CX Trends Report 2023)
70 percent of customers expect anyone they interact with to have full context. (Zendesk CX Trends Report 2023)
- 48 percent of consumers expect specialized treatment for being a good customer. (Accenture)
The promise of AI has yet to be fully realized
Companies are shifting their focus to providing the best possible customer experience and automating interactions at a steady pace. The use of AI and automation in customer service is quickly becoming standard, but there are still many advances that have yet to be realized. - 80 percent of executives have reported demonstrable improvements in customer satisfaction, delivery of service, and overall contact center performance as a result of implementing conversational AI. (MIT Technology Review)
- Globally, the conversational AI market is expected to grow 22 percent between 2020 and 2025, with the market reaching nearly $14 billion by 2025. (Deloitte)
- 57 percent of business leaders feel that conversational chatbots deliver a large ROI on minimal investment. (Accenture)
- 54 percent of support teams use some form of chatbot, VCA, or other conversational AI platform for customer-facing applications. And by 2027, chatbots will become the primary customer service channel for roughly a quarter of organizations. (Gartner)
- Nowadays, 77 percent of businesses are using or exploring AI. (IBM)
- AI can increase business productivity by 40 percent. (Techjury)
72 percent of business leaders agree that expanding the use of AI/bots across the customer experience over the next 12 months is very or somewhat important. (Zendesk CX Trends Report 2023)
- 72 percent of executives believe that AI will be the most significant business advantage of the future. (PwC)
- 68 percent of business leaders already have plans to increase their investments in AI.(Zendesk CX Trends Report 2023)
Removing data silos creates a better experience for customers and agents alike
Integrating systems is imperative to seeing the full picture. By building a single, detailed view of customer data, teams can more easily contribute to the bottom line. - More than 19 in every 20 CX leaders have invested or plan to invest in data integration, data integrity, or data enrichment technologies. (CX Today)
72 percent of leaders believe that merging teams and responsibilities around the customer experience will increase operational efficiencies. (Zendesk CX Trends Report 2023)
74 percent of agents say that having access to more tools and data will give them more opportunities to personalize interactions. (Zendesk CX Trends Report 2023)
- 54 percent of organizations stated that their biggest barrier to leveraging data was fragmented or siloed data. (Treasure Data)
Personalization drives loyalty
By connecting and leveraging untapped service data, businesses can achieve deeper personalization, thus moving their organization closer toward a better customer experience. Here are a few stats to prove it. - 88 percent of online shoppers are more likely to continue shopping on a retailer website that offers a personalized experience, including 96 percent of Gen Zers and 97 percent of Millennials. (Elastic)
- 59 percent of consumers believe businesses should use the data they collect about them to personalize their experiences. (Zendesk CX Trends Report 2023)
- 60 percent of consumers report that they will become repeat buyers after a personalized purchasing experience. (Twilio)
- 66 percent of consumers say they will share personal data about themselves if they think it will elevate their customer experience. (Redpoint and Harris)
62 percent of consumers agree that personalized recommendations are better than general ones. (Zendesk CX Trends Report 2023)
- 86 percent of B2B customers expect companies to be well-informed about their personal information during service interactions. (Gartner)
- Companies that grow faster drive 40 percent more of their revenue from personalization than their slower-growing counterparts. (McKinsey & Company)
The year of customer experience-led growth
The evidence is clear that now is the time to make investing in CX a priority. How businesses choose to invest in their CX now, in the midst of economic uncertainty, is what sets the course for the future of their reputation with customers and, ultimately, their success.
Interested in learning more about CX trends that could help you make important decisions about where to invest? Read our full report.
