53+ Impressive Customer Experience Statistics to Know (2022)

customer-experience-statistics

As businesses evolve and undergo digital transformation, customer service and support have been an early business unit to be disrupted. Customers will no longer buy from businesses with outdated customer support strategies that focus on call centers and outdated documentation.

Customers – especially in B2B – expect an omnichannel customer experience with self-service capabilities. Customers want to find answers on their own terms, where they want to find it. This is known as the rise of the customer experience (CX).

In this article, we’ll cover 50+ statistics and data points from reports and surveys across the enterprise landscape on the impact customer experience have on revenue, customers, business growth, and more.

Overall Customer Experience Statistics in 2022

  • 44% of businesses expect their customer experience (CX) budget to increase next year
  • The three biggest reasons businesses invest in customer experience are to improve cross and upselling (42%), improve customer retention (33%), and to improve customer satisfaction (32%)
  • Businesses that focus on improving their customer experience see an average increase of 80% in revenue
  • 73% of all customers say that customer experience is a driving factor in their buying decisions
  • 49% of buyers say that they had recently made an impulse purchase because of an intuitive, excellent, customized personal customer experience
  • 89% of consumers can recall a time they switched to a competitor brand after a negative customer experience
  • 88% of businesses with call centers say that their number one priority in those centers is customer experience
  • 70% of organizations report that they struggle to launch projects that improve customer experience
  • 80% of customers still say that a customer support agent still has the biggest impact on the overall experience of a customer support issue, with friendliness, knowledge, and speed rank as the top three qualities cited by customers
  • 46% of customers say an unknowledgeable agent or support representative will cause them to leave a brand
  • 85% of professionals who have used a customer journey mapping exercise said they it directly resulted in a better experience for their customers

Customer Self-Service Experience Statistics

  • 90% of customers expect companies to offer an online self-service customer portal
  • 80% of US customers have used a self-service portal for customer support in the past year
  • 78% of US customers who have used a customer self-service portal have found the answer they were looking for in the past year
  • Of those US customers who didn’t find the answer they were looking for, the most likely causes of not finding an answer in a customer self-service portal were that it had too little information (54%), the information was disorganized (20%), and that it had no search capabilities (16%)
  • 67% of customers prefer to use customer self-service support over speaking to a customer support representative in 2021
  • 91% of customers would prefer to use a company’s knowledge base over speaking to a customer support representative in 2021
  • 87% of businesses report that traditional customer service and support experiences are no longer viable options
  • 75% of all consumers have used Google or another search engine to find answers to their customer support questions because they didn’t want to call an agent, including 86% of millennials and 77% of Gen X
  • Self-service customer service and support channels cost on average $0.10 cents per issue, while live channels such as phone and email cost an average of $8.01 per issue

Omnichannel Customer Experience & Support Statistics

  • 80% of businesses are investing in omnichannel experiences in 2021, up from just 20% in 2010 
  • 47% of US consumers used 3-5 customer service channels in the past year
  • 24% of US consumers used 6 or more customer service channels in the past year
  • The most prominently used customer service channels among US consumers in 2017 were telephone (74%), email (62%), self-service portal (48%), live chat (47%), search engine (43%), and in-person support (41%)
  • 28% of US consumers used social media such as Twitter, Facebook, and Instagram in 2017 to ask for customer support 
  • 39% of US consumers believed social media is an effective channel for customer support in 2017
  • 66% of customers say that they’re not willing to wait on hold for longer than two minutes
  • Millennials speak less than 30 minutes on average a week in 2019, with a preference for self-service, social, and SMS support channels

Customer Experience Software & Technology Statistics

  • Gartner predicts that by 2022, 70% of all customer interactions will involve emerging customer experience technologies and channels – up from 55% in 2018
  • In 2019, 25% of all interactions between customers and companies were conducted via AI and machine learning bots
  • By 2023, it’s predicted that 40% of all customer interactions will be conducted via AI and machine learning bots
  • In 2018, the total spend on customer experience-related technology was $471 billion
  • In 2019, total spending on customer experience-related technology grew by 8% YoY to $508 billion and is expected to grow another 25% to $641 billion by the end of 2022
  • 84% of all B2C companies are implementing projects to improve their mobile customer experience 
  • 79% of millennials say they are more likely to choose and stay loyal to a brand with an excellent mobile-responsive customer portal
  • 88% of US consumers said that they thought a chatbot was either somewhat effective or very effective at resolving their customer issue in 2017
  • 80% of consumers prefer a more personalized customer experience
  • There are 2,016 software vendors listed across the 10 customer support-related software categories on G2 (help desk, customer self-service, experience management, live chat, social customer service, conversational support, customer success, employee monitoring, enterprise feedback management, contact center operations)

Positive Customer Experience Statistics

  • 86% of B2B buyers say they will pay more for a better customer experience
  • 72% of customers who share a positive experience on a brand are on average likely to recommend that brand to 6 or more people
  • 13% of customers who share a positive experience on a brand are on average likely to recommend that brand to 15 or more people
  • During the buying process, the most trustworthy source (60%) for those researching new products are reviews from friends and family, and then other customers
  • A positive customer encounter with a brand result in an average increase of 140% in spending from that customer over their customer lifetime
  • 68% of customers say they have a more favorable view of brands that reach out to them with proactive customer service 
  • 41% of US consumers have used social media to share a positive brand experience in the past year
  • 84% of US consumers have had a positive experience using social media as a customer support channel

Negative Customer Experience Statistics

  • 1 in 3 (33%) of customers will leave a company after just one negative experience, and that number jumps to 92% – more than 9 out of every 10 customers – after 2 bad experiences
  • On average, only 1 in 26 (3.8%) customers who have a negative experience will share that in a review or a complaint
  • 57% of customers will not recommend a business that has a poorly designed mobile website
  • 66% of customers say that a poor online experience hurts their opinion of a brand
  • 90% of customers say they have had a poor mobile customer experience in the past year
  • $1.6 trillion is lost annually in the US alone due to poor customer experiences
  • 33% of US consumers have used social media to share a negative brand experience in the past year
Ready to create better end-user experiences for your customers?

See how Whatfix’s digital adoption platform empowers companies to create interactive guidance and self-support knowledge bases, directly inside your applications and websites.v

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