• Customer Experience

71 Customer Experience Statistics & Facts for 2022 You Can’t Ignore

Esat Artug
Esat Artug
April 10, 2022 · 13 min read
Customer Experience Statistics for 2022

Are you curious about what customer experience will look like in the next five years?

Wondering how your company can stay ahead of the curve?

If so, you won’t want to miss this post.

In today's digital age, customer experience is key to a business's success. As technology advances and customer preferences evolve, businesses must continue to adapt their customer experience strategies to stay competitive.

The way your customers interact with your brand can make or break your company. That's why it's important to stay up-to-date on the latest customer experience statistics.

Whether you’re looking to invest in new technology or simply want to know what customers are expecting from businesses today, this list has got you covered. We’ve gathered some of the most insightful customer experience statistics for 2022, and we’re sharing them with you in this blog post:

  • Top Customer Experience (CX) Statistics

  • The Importance of Customer Experience Statistics

  • Customer Experience Maturity Statistics

  • Customer Experience ROI and Conversion Statistics

  • Data Privacy and Customer Experience Statistics

  • Omnichannel / Multichannel Customer Experience Statistics

  • Mobile Customer Experience Statistics

What Is Customer Experience (CX)

The customer experience (CX) is the sum of all feelings and interactions a customer has with a business, from their very first encounter through to after they make a purchase. It's how a customer perceives the customer service they receive, the quality of the product or service itself, and everything in between.

Creating a positive customer experience is essential for businesses that want to retain and grow their customer base. There are many ways to improve customer experience, such as streamlining the purchase process, providing excellent customer service, and offering valuable loyalty programs.

By understanding what customer experience is and taking steps to improve it, businesses can create happier customers and boost their bottom line.

Top Customer Experience (CX) Statistics for 2022

In order to stay ahead of the competition, it's important to understand where customer experience is headed. Check out these top customer experience statistics for 2022 to see what you need to do to keep up:

  • 81% of organizations cite CX as a competitive differentiator (Dimension Data).

  • Every year, a total of $1.6 trillion is lost in the United States as a result of consumers switching brands after receiving bad customer service (Accenture).

  • Although people are seen as the top priority for enhancing the customer experience, technology receives the most growth and investment (Gartner).

  • 72% of customers will share a positive experience with 6 or more people. On the other hand, if a customer is not happy, 13% of them will share their experience with 15 or even more (Esteban Kolsky)

  • Customers who had the best previous experiences spent 140 percent more than those who had the worst previous experiences (Harvard Business Review).

  • A 5% improvement in customer retention results in profit growth of more than 25% (Bain & Company).

  • Controlling who might access their personal info was crucial to 93 percent of Americans, 74% feel this is “very important,” while 19% say it is “somewhat important” (Pew Research).

  • Customers expect connected journeys, and 76% of customers expect consistent interactions across departments. However, 54% say it generally feels like sales, service, and marketing teams don’t share information (Salesforce).

71 CX Statistics You Need to Know in 2022

The Importance of Customer Experience Statistics

1. One-third of customers (32%) say they will walk away from a brand they love after only one unpleasant encounter, while 92% would completely abandon a company after two or three negative interactions. (PWC).

2. 72% of customers will share a positive experience with 6 or more people. On the other hand, if a customer is not happy, 13% of them will share their experience with 15 or even more (Esteban Kolsky).

3. 81% of organizations cite CX as a competitive differentiator (Dimension Data).

4. 54 percent of U.S. customers believe that most firms' customer service could be improved. That's a significant experience gap (PWC).

5. 74 percent of buyers are at least somewhat inclined to make a purchase based only on their experience (Treasure Data).

6. According to 80 percent of consumers interviewed, the experience a company provides is just as essential as the goods and services it offers (Salesforce).

7. After reading a credible review, 92 percent of B2B buyers are more inclined to purchase from that brand (G2).

8. Customers want businesses to understand their individual requirements and expectations, while 66% feel they are often treated as numbers (Salesforce).

9. Customer experience is critical to 73 percent of all individuals when making purchasing decisions. Despite this, just 49% of U.S. consumers believe businesses today deliver a good customer experience (PWC).

10. Every year, a total of $1.6 trillion is lost in the United States as a result of consumers switching brands after receiving bad customer service (Accenture).

11. Consumers prefer to contact brands by phone (68%), email (55%), in-person (40%), live agent chat (33%), and chatbot (13%) (Invoca).

12. 84 percent of people believe that the experience given by a company is just as important as the product or service they are consuming (Salesforce).

Customer Experience Maturity Statistics

13. Fewer than half of the businesses questioned consider their customer experience to be excellent now, but two-thirds believe it will be in two years (Gartner).

14. Just 13% of organizations (16% in North America) self-rate their CX delivery a 9 out of 10 or better, and 1 in 3 organizations (36% globally; 31% in North America) doesn't have a manager appointed who is responsible for all customer experiences (Dimension Data).

15. 65% of the organizations surveyed have the equivalent of a chief customer officer, who reports to both the CMO and the CEO (Gartner).

16. Half of the businesses (51 percent internationally; 46 percent in North America) lack a digital business strategy or are in the process of establishing one (Dimension Data).

17. Although people are seen as the top priority for enhancing the customer experience, technology receives the most growth and investment (Gartner).

18. According to 58 percent of firms, their channels are maintained in silos, and 42 percent claim channel data is not actively shared across teams. Furthermore, 72% fail to gather data in order to assess and improve journey patterns (Dimension Data).

19. 89% of businesses questioned intend to compete largely on the basis of customer experience, up from just 36% in 2010 (Gartner).

20. Only 29% of firms utilize analytics to guide their channel/contact management strategy, and 42% think their analytic tools are inadequate for their present requirements (Dimension Data).

21. In more than half of the businesses surveyed, marketing controls the major portion of the customer experience budget (Gartner).

22. 56 percent of companies use data that captures the interactions of the most engaged customers to evaluate which customer segments to nurture (Treasure Data).

23. Creating a more personalized customer experience is the top opportunity, according to 51% of marketing professionals (SmarterHQ).

24. While 85 percent of companies feel they provide personalized experiences, just 60 percent of customers believe the same (Segment).

25. 46% of customers can’t tell the difference between most brands’ digital experiences (Gartner).

26. 22% of Fortune 100 companies have a C-level customer officer, compared to 10% of Fortune 500 and 6% of Fortune 1000 (CCO Council).

27. According to 65% of businesses, improved data analysis is critical to providing a better customer experience (Salesforce).

28. 58% of customers believe most digital experiences don’t impact their purchase decisions (Gartner).

29. The main barrier to providing a great customer experience is a lack of skills and knowledge with regards to tech and data (53%) while lacking the necessary tech solutions (43%) was the second biggest obstacle (MarTech Alliance).

Customer Experience ROI and Conversion Statistics

30. Companies that succeed at customer experience increase their sales at a rate that is 4-8 percent higher than the market average. This is due to the fact that a greater experience fosters stronger loyalty, converting consumers into promoters with a lifetime value of 6 to 14 times (Bain & Company).

31. When determining which firm to purchase from, 89 percent think a rapid response to an initial inquiry is vital (Zendesk).

32. Depending on the industry, acquiring a new customer might be five to twenty-five times more costly than maintaining an existing one (Harvard).

33. Companies that use tools like customer journey maps see revenues increase as much as 10 to 15 percent while also reducing their cost of service by 15-20% (McKinsey).

34. Buyers are willing to spend extra for a positive customer experience, according to 86% of respondents (SuperOffice).

35. With 80% of respondents saying they are more inclined to do business with an organization that delivers tailored experiences and 90% saying personalization is desirable (Epsilon).

36. A 5% improvement in customer retention results in profit growth of more than 25% (Bain & Company).

37. 97 percent believe that poor customer experience influences purchasing decisions, whereas 87 percent believe that excellent customer experience influences purchasing decisions (Zendesk).

38. Customer experience has an impact on on-the-spot buying as well, with 49 percent of shoppers making impulse purchases after having more personalized experiences (SuperOffice).

39. 86% of buyers are willing to pay more for a great customer experience (Bare International).

40. Customers who had the best previous experiences spent 140 percent more than those who had the worst previous experiences (Harvard Business Review).

41. According to research, personalization often results in a 10 to 15% increase in revenue (with company-specific lift spanning 5 to 25 percent, driven by sector and ability to execute). The better a company's ability to use data to increase customer knowledge and intimacy, the higher the returns (McKinsey).

42. CX also has an impact on on-the-spot spending, with 49 percent of shoppers making spontaneous purchases after obtaining a more personalized experience (Bare International).

43. 43% of all customers would pay extra for more convenience, while 42% would pay more for a nice, welcoming experience (PWC).

44. Brands that provide a superior customer experience generate 5.7 times more revenue than rivals that fall short in this area (Retail Customer Experience).

45. Customer-centric businesses are 60 percent more profitable than non-customer-centric businesses (Deloitte).

Data Privacy and Customer Experience Statistics

46. Controlling who might access their personal info was crucial to 93 percent of Americans, 74% feel this is “very important,” while 19% say it is “somewhat important” (Pew Research).

47. Personalization is appreciated by 69 percent of customers as long as it is based on data they have explicitly shared with a business (Segment).

48. When they get a text from a brand or retailer while walking by a physical shop, 41% of customers find it creepy (Accenture).

49. According to 55% of customers, the most crucial characteristics of a brand are trustworthiness and transparency (Segment).

50. 42 percent of consumers have received messages from a company that they have not authorized to contact them (Chartered Institute of Marketing).

51. The vast majority of respondents (87%) stated they would not do business with an organization if they were concerned about its security policies (McKinsey).

52. While 37% of customers trust firms to keep their personal data safe and utilize it responsibly, 37% do not trust online merchants with their personal data (Segment).

53. 62 percent of marketing executives said their companies' usage of online consumer data has risen in the previous two years, and 70 percent anticipate utilizing more online data in the next two years (Duke).

Omnichannel & Multichannel Customer Experience Statistics

54. 60 percent prefer email, 58 percent prefer phone, 48 percent prefer live chat, 24 percent choose SMS/text, and 18 percent prefer social media for simple service requests (Zendesk).

55. Customer executives are expected to manage a closed-loop system of analysis and action in which customer data drives multichannel customer experiences (Gartner).

56. 77 percent of consumers felt it was difficult to establish a consistent experience across channels and devices (Khoros).

57. An excellent customer experience, according to 28%, includes multiple communication options (Zendesk).

58. Companies with the best omnichannel customer engagement strategies see 10% year-on-year growth, a 10% increase in average order value, and a 25% increase in close rates (Adobe).

59. Only 8% of companies report having all channels linked, with 70% having no or very few channels connected, significantly limiting insight into consumer journeys and preferences (Dimension Data).

60. 27 percent said that being unable to reach customer support through their chosen channel contributes to a negative customer experience (Zendesk).

61. Today, 64 percent of US consumers and 59 percent of all consumers believe that businesses have lost touch with the human part of the customer experience. 71 percent of Americans prefer to deal with a person rather than a chatbot or other automated method (PWC).

62. 62% of customers want to be able to interact with companies across multiple digital platforms, and 77 percent want internal teams at brands to connect and work with one another so they don't have to repeat themselves (Khoros).

63. According to PWC's 2020 research, the number of organizations investing in the omnichannel experience has increased from 20% to more than 80% (PWC).

64. When compared to shopping straight online, 87 percent of respondents said talking to a person on the phone to answer questions helped them feel more secure in making high-consideration purchases (Invoca).

65. Customers expect connected journeys, and 76% of customers expect consistent interactions across departments. However, 54% say it generally feels like sales, service, and marketing teams don’t share information (Salesforce).

Mobile Customer Experience Statistics

66. 54% of website traffic happens on mobile devices (Statista).

67. And, 50% of customers will stop visiting your website if they think it's not mobile-friendly (HubSpot).

68. 57 percent of customers would not suggest a company with a badly designed mobile website (socPub).

69. 90 percent of consumers who have had bad encounters with brands are looking for customer help on their mobile devices (Software Advice).

70. 67 percent of the customers considered it beneficial to message a company using their mobile app (Khoros).

71. If a website isn't mobile-friendly, half of the clients will abandon it, even if they like the brand (socPub).

The Bottom Line

I hope you found useful information in the numbers shown above. After all, looking for data-driven solutions to your customer experience and marketing hypothesis is usually a smart idea.

But keep in mind that any figure should be taken into context. Statistics are oversimplifications of just a subset of reality. They are also not always methodologically sound:

  • small sample sizes,

  • misleading correlations,

  • and so on.

So, if you've just seen data that contradicts your professional marketing and customer experience expertise, don't abandon your business strategy just yet.

Instead, explore a little deeper.

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