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The Big List of 43+ Customer Experience Statistics

Guest Author

February 4, 2021  •  6 min read

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Statistics tell stories. They reveal how trends, ideas, and movements take shape and shift over time.

When you look at recent statistics around social media, marketing, and customer care, what story do they tell? At Sprinklr, we believe the enormous shifts in technology and marketing over the past decade mean that customer experience (CX) will soon be the central focus of every company that wants to stay relevant and stand out from the crowd. Customers are already asking for it, and now it’s time for brands to catch up.

Recent data backs this up.

We’ve rounded up 43+ of the most useful and compelling customer experience statistics. These include stats on the relationship between social media and CX, the link between customer care and CX, how CX influences business technology, and more. You can grab these to use in a conference presentation or a pitch, or read through them for inspiration as you optimize your marketing strategy.

Here we go!

The Future of Customer Experience

– 89% of businesses will compete mainly on customer experience. Source

– The customer will manage 85% of its relationship with an enterprise without interacting with a human. Source

– By 2020, customer experience will overtake price and product as the key brand differentiator. Source

How Marketers Think about Customer Experience Management

– 90% of customer experience decision makers say that a good experience is critical to their success. Source

– 91% of organizations said they aspire to be among the customer experience leaders in their industry, yet only 37% had started a formal CXM initiative. (Source: Oracle)

– 92% of organizations that view customer experience as a differentiator offer multiple contact channels. Source

– While 73% of companies with the most positive CX impact understand the link between customer experience and business results, only 35% of companies with the least positive CX impact claim the same. (Source: Temkin Group)

– 63% of customer experience decision-makers think the importance of the customer experience has risen. Source

– Almost 62% of companies think mobile customer service is a competitive differentiator. Source

– 67% of companies believe that social customer service is the most pressing short-term priority for the contact center. (Source: Conversocial)

– 78% of marketers say they try to differentiate through customer experience. (Source: Econsultancy)

The Link Between Customer Service & Customer Experience

– Customers who encounter positive social customer care experiences are nearly 3 times more likely to recommend a brand. Source

– Today’s internet consumers want their online questions to be addressed promptly; 42% expect a response within one hour. (Source: Gigya)

– 74% of survey respondents cited being “extremely frustrated” when having to contact a company multiple times for the same reason. Other sources of frustration include:

  • Being on hold for a long time when contacting the company (69%)

  • Having to repeat the same information to multiple employees or through multiple channels (66%);

  • Dealing with employees or self-help sites/systems that cannot answer my questions (64%)

  • Dealing with employees who are unfriendly or impolite (66%).

– 68% of customers say they’ve switched service providers because of poor customer service.

– 95% of dissatisfied customers tell others about their bad experience. Source

– 71% of customers say that valuing their time is the most important thing a company can do to provide good service. Source

– 75% of consumers think companies should make answers to all their common questions available via smartphones. (Source: Synthetix)

– 82% of consumers say the number one factor that leads to a great customer service experience is having their issues resolved quickly. Source

– 95% of companies fail to exceed the expectations of their customers. (Source: American Express)

– 80% of customers say that companies do not have the context of their last conversation. (Source: MarketWatch)

The Link Between Social Media & Customer Experience

– 83% of those surveyed said they liked—or even loved—when a company responded to them on social. (Source: ExactTarget)

– 63% of millennials say they stay updated on brands through social networks. (Source: LeadersWest)

– 51% of millennials say social opinions influence their purchase decisions. (Source: LeadersWest)

– 46% of millennials “count on social media” when buying online. (Source: LeadersWest)

– Customers who encounter positive social customer care experiences are nearly 3 times more likely to recommend a brand. Source

– 42% of people will tell their friends about a good customer experience on social; 53% will talk about a bad one. (Source: American Express)

– 47% of Americans say Facebook is their #1 influencer of purchases. Source

– Failure to respond via social channels can lead to a 15% increase in the churn rate. (Source: Gartner)

– 60% of organizations still cite marketing (not customer experience) as the main function of social channels. (Source: The Forum)

How Customer Experience Impacts a Company’s Bottom Line

– 74% of consumers have spent more due to good customer service. (Source: American Express)

– Three out of four consumers have spent more with a business due to a history of good customer service. (Source: American Express)

– Companies with a social care program experience a 7.5% YoY increase in customer retention – those without only see a change of 2.9%. (Source: Aberdeen Research & Strategy)

– 86% of buyers will pay more for a better customer experience, but only 1% of customers feel that vendors consistently meet their expectations. Source

– When companies engage and respond to customer service requests over social media, those customers spend 20% to 40% more money with the company than other customers do. Source

– 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience. (Source: American Express)

– U.S. brands lose approximately $41 billion each year due to poor customer service. Source

– Opinions from participants in social communities influence purchasing decisions for 74% of online shoppers. (Source: Digital Commerce 360)

Customer Experience & Technology

– CX executive dashboards and customer journey mapping are the two customer experience activities that had the largest increase in focus for 2014. Source

– The highest marketing technology investment in 2014 was customer experience, followed by marketing operations and analytics. (Source: Gartner)

– 42% of service agents are unable to efficiently resolve customer issues due to disconnected systems, archaic user interfaces, and multiple applications. Source

Learn more about Sprinklr’s customer experience management software.

The Link Between Customer Experience & Customer Behavior

– Over half of all customer interactions happen during a multi-event, multi-channel journey. Source

– It takes 12 positive customer experiences to make up for one negative experience. (Source: Parature)

– 83% of online shoppers need support to complete a purchase. Source

– More than two-thirds of 2,000 consumers who encountered a customer service or customer experience issue on a brand’s website left the site or visited a competitor. (Source: Pixelixir)

Learn more about Sprinklr’s customer service software.

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