19 Incredible Customer Experience Statistics for 2020

Having a solid idea of important customer experience statistics will help you to grow your business. Customer experience is one of the most important things a business can focus on in 2019. 


What does customer experience mean?

Here’s the thing: 

Put simply, customer experience is your customers’ perception of how your company treats them. The way they feel they are being treated will affect their behaviour and their feelings, which will drive their loyalty. 

So, if they like you and continue to like you, they are going to come back to you again and again. The customer experience statistics found here will help you to see what you should be focusing on to get results. 

Let’s dive right in.

Fascinating Customer Experience Facts (Editor’s Pick)

  • 72% of customers blame their bad customer service interaction on having to explain their problem to multiple people.
  • 55% of customers decided to go with a company because of its reputation for great customer service.
  • Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%.
  • After having a positive experience with a company, 77% of customers would recommend it to a friend.

Customer Experience Statistics 2019

1. 42% of customers are put off by rude or unhelpful customer service staff.

(Groove HQ) 

According to customer service statistics UK and all over the world, customers are put off by rude and unhelpful staff. 

It doesn’t matter how fantastic your products are: 

If your service isn’t up to scratch, you will not get results. Chances are, you might even drive them away if the experience was especially unpleasant. 

2. 42% of service agents are unable to efficiently resolve customer issues. 

(Groove HQ) 

A huge number of customer service reps are unable to resolve customer issues the way they should be able to. This may be due to disconnected systems, archaic user interfaces, and multiple applications to name just a few things. Because of this, bad customer experience statistics are still rife. Make sure you are ahead of the curve by integrating one system to manage everyone and everything. 

3. Over 35% of customers expect to be able to contact the same customer service representative on any channel.

(Groove HQ) 

According to customer satisfaction statistics, customers want to be able to speak to the same rep when they have an issue. This stops miscommunication and eliminates the need to explain their problem over and over again. 

4. 72% of customers blame their bad customer service interaction on having to explain their problem to multiple people.

(Groove HQ) 

Another crucial customer experience management statistic to pay attention to follows closely on with the previous. Nearly three-quarters of customers blamed a bad service interaction on the fact they had to speak to multiple people. You’ll find many customer experience retail statistics based around this, so it’s vital to pay attention. 

5. More than 80% of customer chat sessions can be resolved by a chatbot.

(Groove HQ) 

By simply introducing a chatbot, you can deal with the vast majority of customer chat sessions. You might be surprised by this type of ecommerce customer experience statistic, but the numbers don’t lie. 

Here’s why:

Chatbots can be highly sophisticated and a great way of solving customer problems. If you want your own digital customer experience stats to improve, a chatbot may be the way forward. 

6. Highly engaged customers are 6x more likely to say they would try a new product or service from the brand as soon as it comes out.

(Groove HQ) 

When your customers are highly engaged with your business, they are a lot more likely to try a new product or service the second it comes out. Imagine how great your new product launches could be. 

All you have to do is answer the question: 

How would you provide a positive experience for a customer? 

7. 55% of customers become a customer of a company because of their reputation for great customer service.

(Groove HQ) 

Building a great reputation takes time, but the strategies to improve customer experience can help. As many as 55% of customers actually became a customer because of a great reputation. This goes to show how important positive reviews are. 

8. 13% of unsatisfied customers tell 15 or more people they’re unhappy with a particular product or service.


The fact is: 

Unhappy customers will tell more people about a bad experience than they would about a good one. These online customer experience statistics should encourage you to ensure you’re focusing on the top customer experience trends to avoid developing a bad reputation. 

9. 70% of the customers’ journey is based on how they feel they are being treated.


As much as 70% of your customer’s journey is based on how they perceive you’re treating them. So, paying attention to these digital customer experience facts means making sure your customers feel positive about every step of the way. 

10. Consumers are willing to spend 17% more on a company that has outstanding customer service.

(Customer Thermometer)

 Companies seem to love focusing on inefficient ways of making profits. Customer experience statistics from 2018 show that consumers are willing to spend 17% more on a company that has amazing customer service. Customer loyalty stats indicate that if you give the people what they want in terms of service, they are far more likely to make a bigger order, and keep coming back for more.

11. 93% of customers are likely to make repeat purchases with companies that offer excellent customer service. 


As it turns out, almost all customers would make a repeat purchase with a company offering excellent customer service. The better your innovative customer experience strategies are, the more you’ll keep your customers coming back. 

12. 86% of buyers will pay more for a better brand experience, but only 1% feel vendors consistently meet expectations. 


The vast majority of people are willing to pay more for a better brand experience, but only a tiny minority think that vendors meet expectations on a regular basis. There’s nothing worse than working with a brand and receiving amazing customer service, only to see it fall well short of the mark the next time around. Brands must be consistent across all platforms, and this means a consistent customer service experience, too. 

13. Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%.

(Outbound Engine) 

You don’t actually have to increase your retention rates massively to get mind-boggling results. 

In fact: 

Customer service statistics show that just a 5% increase may boost profits by up to a massive 95%. 

14. As a group, millennials are willing to spend the most for great customer care (an additional 21%).

(Customer Thermometer) 

You can count on millennials to pay quite a bit extra for great customer care. So, if you’re looking to attract more millennials to your business, these customer service satisfaction statistics are a great place to start. 

15. It is anywhere from 5 to 25 times more expensive to acquire a new customer than to keep a current one.

(Outbound Engine) 

Putting a focus on retaining your customers is far more important than gaining new ones, no matter what other businesses are doing. The importance of customer service statistics in instances like these speak for themselves: 

If your customer service does not please your audience, you will be spending up to 25 times more on bringing new customers in. 

16. When it comes to making a purchase, 64% of people find customer experience more important than price.

(Help Scout) 

It may come as a surprise, but customers remember the service a lot longer than they remember the price tag. And you, too, should remember that! Nearly two-thirds of people deem customer experience to be more important than price. 

You might be wondering:

How much does a bad review cost? 

As it turns out, it could cost you numerous new customers, especially if you’re racking up customer service complaints. Poor customer service statistics should alarm you enough to improve customer experience – and fast. 

17. After having a positive experience with a company, 77% of customers would recommend it to a friend.

(Customer Thermometer) 

How many people do you tell about a bad experience? 

As we mentioned earlier, the average person will tell up to 15 people. That being said, more than three-quarters of customers would recommend a business to a friend after a positive experience. While people love to talk about bad experiences, this doesn’t mean they won’t share the good ones, too. 

18. Feeling unappreciated is the #1 reason customers switch away from products and services.


Paying attention to good customer service statistics will help you to keep customers coming back for more. You should know by now that your customers need to feel appreciated, or they are going to turn away from you! 

19. After one negative experience, 51% of customers will never do business with that company again.

(Help Scout)

Looking deep into the statistics on customer satisfaction, you’ll see that about half of all customers can be quite stubborn. As a result, they will never do business with a company again after just one negative experience. 

What percentage of unsatisfied customers leave? 51%. 

And on that note:

customer experience statistics-business

Wrap up

Paying attention to the latest trends and putting the advice into practice is imperative if you want to grow your following and profits. Any business of any size should recognise the importance of the most recent customer experience stats. 

So, get a head start by using the latest customer experience statistics to your benefit sooner rather than later!