Modern Care
The world's leading digital-first, proactive customer experience solution.

Explore Modern Care's Products

Sprinklr Voice

Reduce call volume with a radically different contact center solution

Self-Service Community

Build & manage an online community integrated into your Care strategy

Live Chat

Respond faster with personalized, data-driven 1:1 customer support

Conversational AI and Bots

Reduce costs by automating routine inquiries with conversational AI bots

Contact Center Intelligence

AI-powered, real-time data and insights that fuel proactive customer care

Contact Center Automation

Automate workflows and processes — and drive more first-contact resolutions

Agent Assist

Analyze conversations instantly & surface predictions, suggestions & alerts

Knowledge Base

Empower agents and customers with direct access to the answers they need

Modern Research
Make decisions informed by proactive, AI-powered research, based on the most complete set of customer experience data.

Explore Modern Research's Products

Social Listening

Real-time voice of customer insights on digital and traditional channels

Competitive Insights & Benchmarking

Analyze your content’s performance vs. competitors and best-in-class brands

Product Insights

AI insights from reviews & social: How customers feel about your products

Location Insights

Real-time, location-based analysis of face-to-face brand experiences

Visual Insights

Real-time visual intelligence that powers meaningful connections on digital

Media Monitoring & Analytics

Connect stories across social & news for a complete measure of earned media

Modern Research Lite

Start uncovering insights with a free 30-day trial. No credit card required.

Modern Marketing & Advertising
Build and protect your brand’s reputation, and take action at every point in the marketing lifecycle.

Explore Modern Marketing's & Advertising's Products

Campaign Planning & Content Marketing

Save time, manage brand risk, and increase ROI with AI-powered insights

Marketing Analytics

Get a unified view of campaign performance on 30+ channels & 3rd party data

Advocacy

Encourage, measure, and optimize employee advocacy for your brand on social

Social Advertising

Increase your ROAS, fuel collaboration, reduce risk, and unify reporting

Platform
The only Unified-CXM platform for enterprises powered by industry-leading AI.

Explore Platform Products

Active Data Retention

Ensure compliance and fuel reporting by securely storing up to 84 months of customer data.

AI Studio

Create customized, powerful AI text classification models easily — without coding.

APIs

Leverage robust RESTful web service APIs to integrate data and execute processes with external systems.

Integrations

Extend the impact of Unified-CXM by connecting to all of your most crucial third-party systems.

Sandbox

Experiment and learn in an isolated test setting that mimics your live production environment.

All Products
31 products. 4 robust product suites. All on the only Unified-CXM platform.

Popular Use Cases

Customer Service

Deliver seamless customer service experiences across 30+ digital channels

Help Desk

30+ channels of AI-powered analysis, prediction & suggestions—in one place

Social Listening

Real-time voice of customer insights on digital and traditional channels

Contact Center

Manage customer care on 30+ digital channels from one AI-powered platform

Social Media Automation

Plan, manage & measure brand content across 30+ channels from one platform

Online Communities

Help customers learn from each other — and reduce agent workloads

Social Suites

Consolidate all of your social media needs on the only unified social suite

Social Advertising

Increase your ROAS, fuel collaboration, reduce risk, and unify reporting

Unified-CXM
Customers
Our Story
Founder's Letter
Newsroom
Careers
Culture & Talent
Investor Relations
Contact Us
Login
Blog Home

The Big List of 43+ Customer Experience Statistics

Guest Author

February 4, 2021  •  6 min read

Share this Article

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.

Unified-CXM
Share this Article
products featured
Modern Care

Article Author

Guest Author

Guest Author

Learn more

Related Articles

3 competitive benchmarking strategies for the media and entertainment industry
Unified-CXM
3 competitive benchmarking strategies for the media and entertainment industry

Though consumers prefer digital channels, many media and entertainment brands are slow to revise their digital strategy. Get started with these 3 strategies.

Elizabeth Shaw
January 19, 2022  •  4 min read

Read Article
Food and Beverage industry spotlight: 3 strategies for effective competitive benchmarking
Unified-CXM
Food and Beverage industry spotlight: 3 strategies for effective competitive benchmarking

For Food & Beverage brands, an unpredictable landscape has made already fierce competition even fiercer. Here are 3 benchmarking strategies to employ.

Elizabeth Shaw
December 23, 2021  •  4 min read

Read Article
Unify your digital transformation and customer experience strategies
Unified-CXM
Unify your digital transformation and customer experience strategies

Companies are missing an important element to their digital transformation strategies: customer experience (CX) transformation.

Drew Tambling
December 15, 2021  •  5 min read

Read Article

Products

Modern CareModern ResearchModern Marketing & AdvertisingSocial Engagement & SalesUnified-CXM PlatformEducation ExperienceCitizen ExperienceSprinklr AI Sprinklr SandboxDeveloper Portal

Services

Our ServicesTrainingPartnersAgencyDeveloper Portal
English (US)
English (GB)
Español
Português
Français
日本語
Deutsch
PrivacyCookie PreferencesModern Slavery StatementIndex EgalitéTerms