Experience Management Statistics 2024 - Everything You Need to Know

Are you looking to add Experience Management to your arsenal of tools? Maybe for your business or personal use only, whatever it is – it’s always a good idea to know more about the most important Experience Management statistics of 2024.

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How much of an impact will Experience Management have on your day-to-day? or the day-to-day of your business? Should you invest in Experience Management? We will answer all your Experience Management related questions here.

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On this page, you’ll learn about the following:

Best Experience Management Statistics

Best Experience Management Statistics

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Experience Management Benefits Statistics

More than 90% of workers emphasized the importance of an employer that offers family leave benefits such as maternity and paternity leave, bereavement and time to care for sick family members. ^[0]

Experience Management Usage Statistics

According to Stat Counter, 52% of all internet traffic now comes from mobile, with desktop usage on a trending decline. ^[1]

Experience Management Market Statistics

52% of marketers adapt their strategies and tactics based on customer interactions and feedback. ^[2]
75% of marketers say they will be responsible for the endto end experience over the customer’s lifetime. ^[2]
62% of marketing leaders said use of online customer data at their firms increased in the last two years, and 70% said they expect to use more online data in the next two years. ^[2]
Between 49% and 56% of marketers said their functions are solely responsible for these activities. ^[3]
Measuring customer retention and customer satisfaction are considered the most effective CX metrics for about two thirds (65%). ^[3]
The field service management market is forecast to grow at a CAGR of 11%. ^[4]
At this rate, the FSM market that has an estimated value of $3 billion in 2020 will reach $5.1 billion by 2025. ^[4]
The CX Management market in the US reached 49%of consumers have left a brand in the past year due to poor customer experience. ^[5]
83%of executives feel that unimproved CX presents them with considerable revenue and market share risks. ^[5]
By 2024,25%of organizations expect they will integrate marketing, sales, and customer experience into a single function. ^[5]
It’s predicted to reach $61.55 billion in market value by 2025. ^[6]
Businesses can grow revenues between 4% and 8% above their market when prioritizing better customer service experiences. ^[7]

Experience Management Software Statistics

48% of organizations are using FSM software. ^[4]
51% of fleet management companies use FSM software, while 52% integrate FSM with their fleet tracking solutions. ^[4]
96% of companies that use GPS fleet tracking software find it beneficial. ^[4]
32% of fleet tracking software users reported a positive return on investment six months after implementation. ^[4]
61% of fleet managers think that the most important feature of FSM software is its ability to capture customer information and job details and automatically update records. ^[4]
Worldwide artificial intelligence software revenue is forecast to total$62.5Bin 2024, an increase of 21.3% from 2021. ^[5]

Experience Management Adoption Statistics

CX leaders in the technology industry spend 36% more time building customer relationships, proactively checking in, and monitoring tech adoption than CX “learners.”. ^[3]
all brands report AI adoption in at least one function, up from 50% in 2020. ^[5]

Experience Management Latest Statistics

Proving The Value of Customer Experience For Your Business Companies with a customer experience mindset drive revenue 4 8% higher than the rest of their industries. ^[2]
Two thirds of companies compete on customer experience, up from just 36% in 2010 Companies that lead in customer experience outperform laggards by nearly 80% 84% of companies that work to improve their customer experience report an increase in their revenue. ^[2]
73% of companies with above average customer experience perform better financially than their competitors. ^[2]
96% of customers say customer service is important in their choice of loyalty to a brand. ^[2]
83% of companies that believe it’s important to make customers happy also experience growing revenue. ^[2]
73% of consumers say a good experience is key in influencing their brand loyalties. ^[2]
77% of consumers say inefficient customer experiences detract from their quality of life. ^[2]
Customer centric companies are 60% more profitable than companies that don’t focus on customers. ^[2]
a total of $1.6 trillion Loyal customers are five times more likely to purchase again and four times more likely to refer a friend to the company. ^[2]
American consumers will pay 17% more to purchase from a company with a reputation for great service. ^[2]
Companies with initiatives to improve their customer experience see employee engagement increase by 20% on average Companies with engaged employees outperform the competition by 147% 81% of companies view customer experience as a competitive differentiator. ^[2]
68% of customers say the service representative is key to a positive service experience. ^[2]
64% of companies with a customer focused CEO believe they are more profitable than their competitors. ^[2]
63% of CEOS want to rally organizations around customers as the top investment priority. ^[2]
90% of CEOs believe the customer has the greatest impact on their business. ^[2]
22% of Fortune 100 companies have a C level customer officer, compared to 10% of Fortune 500 and 6% of Fortune. ^[2]
1000 90% of CEOs believe customers have the biggest impact on company strategies. ^[2]
75% of customer experience management executives gave customer experience a top score for being incredibly important to business. ^[2]
59% of companies with a CEO who is involved in customer experience report higher revenue growth, compared to just 40% of companies without a customer focused CEO reporting growth. ^[2]
39% of CEOs say customer experience is the most effective method of creating a competitive advantage, which was the most common answer. ^[2]
90% of global executives who use data analytics report that they improved their ability to deliver a great customer experience. ^[2]
77% of consumers view brands more favorably if they seek out and apply customer feedback. ^[2]
69% of U.S. consumers shop more with brands that offer consistent experiences in store and online. ^[2]
Companies that use tools like customer journey maps reduce their cost of service by 15 20% Companies that have embraced digital transformation are 26% more profitable than their peers. ^[2]
Offering a high quality customer experience can lower the cost of serving customers by up to 33% 71% of the companies say the cloud has influenced the customer experience. ^[2]
65% of companies say improving their data analysis is very important to delivering a better customer experience. ^[2]
Customers are likely to spend 140% more after a positive experience than customers who report negative experiences. ^[2]
70% of Americans have spent more money to do business with a company that offers great service. ^[2]
Companies that provide an emotional connection with customers outperform the sales growth of their competitors by 85% 2% increase in customer retention is the same to profits as cutting costs by 10%. ^[2]
87% of customers who say they had a great experience will make another purchase from the company, compared to 18% of customers who had a very poor experience. ^[2]
80% of customers say they are more likely to do business with a company if it offers personalized experiences. ^[2]
Employment of food service managers is projected to grow 15 percent from 2020 to 2030, faster than the average for all occupations. ^[8]
In fact, 86% of buyers are willing to pay more for a great customer experience. ^[1]
For example, c ustomers are willing to pay a price premium of up to 13% (and as high as 18%). ^[1]
49% of buyers have made impulse purchases. ^[1]
It’s because of these extremes why 88% of companies now prioritize customer experience in their contact centers. ^[1]
In fact, more than two thirds of companies now compete primarily on the basis of customer experience – up from only 36% in 2010!. ^[1]
In fact, our own research found that only 44% will increase the investment in their CX initiatives. ^[1]
In fact, in their 2020 report, PWC found that the number of companies investing in the omni channel experience has jumped from 20% to more than 80%. ^[1]
Adding to this, Adobe recently found that companies with the strongest omnichannel customer engagement strategies enjoy a 10% YO Y growth, a 10% increase in average order value and a 25% increase in close rates. ^[1]
For example, 57% of customers won’t recommend a business with a poorly designed website on mobile. ^[1]
And if a website isn’t mobile friendly, 50% of customers will stop visiting it, even if they like the business. ^[1]
So it comes as no surprise why 84% of companies who claim to be customer centric are now focusing on the mobile customer experience. ^[1]
However, for companies that aren’t, they’ve been slow to adapt to this trend – especially when it comes to customer support – as an overwhelming 90% of customers report having a poor experience when seeking customer support on mobile devices. ^[1]
According to Esteban Kolsky, 72% of customers will share a positive experience with 6 or more people. ^[1]
On the other hand, if a customer is not happy, 13% of them will share their experience with 15 or even more. ^[1]
In their future of CX report, PwC surveyed 15,000 consumers and found that 1 in 3 customers will leave a brand they love after just one bad experience, while 92% would completely abandon a company after two or three negative interactions. ^[1]
Today, 67% of customers prefer self service over speaking to a company representative. ^[1]
Furthermore, 91% of customers would use an online knowledge base, if it were available and tailored to their needs. ^[1]
In 2019, 25% of all customer interactions were automated through AI and machine learning. ^[1]
With 90% of companies now planning to deploy AI within 3 years, this number is expected to grow to 40% by 2024. ^[1]
The projected percent change in employment from 2020 to 2030. ^[9]
The average growth rate for all occupations is 8 percent. ^[9]
The percent change of employment for each occupation from 2020 to 2030. ^[9]
iQ uses Tukey’s “outer fence” to define outliers as points more than three times the intraquartile range above the 75th or below the 25th percentile point. ^[10]
Companies that prioritized and effectively managed customer experience were three times more likely than their peers to have significantly exceeded their top business goals in 2019. ^[3]
However, over 70% of CX leaders said they struggle to design projects that increase customer loyalty and achieve results. ^[3]
(Source Speed, convenience, helpful employees, and friendly service matter most to over 70% of consumers. ^[3]
Customer lifetime value is also an effective metric for 41% of those surveyed. ^[3]
And among U.S. customers, 65% find a positive experience with a brand to be more influential than great advertising. ^[3]
A fundamental organizational change of mindset that focuses on the customer, along with operational and IT improvements, can generate a 20% to 30% uplift in customer satisfaction and a 10% to 20% improvement in employee satisfaction. ^[3]
The most innovative, futurelooking companies are investing in truly understanding customers via customer data platforms (53%) and real time decision engines (45%). ^[3]
Among CX leaders, 36% said they are already using the technologies, while 28% plan to invest in them. ^[3]
Among large organizations , 33% said they already use AI/ML and 39% plan to invest in them. ^[3]
Sixty five percent of CX leaders consider it “very important” or “critical” to improve the employee experience while they are improving CX, compared to 48% of CX laggards. ^[3]
High performing CX organizations are more than 9X likely to integrate data from multiple sources, analyze customer interactions across channels, and engage customers optimally across channels. ^[3]
It will look something like this “68% of voters said yes to Proposition Z, with a margin of error of +/. ^[11]
The most common confidence intervals are 90% confident, 95% confident, and 99% confident. ^[11]
Here are the Z scores for the most common confidence levels 90% –. ^[11]
Z Score = 1.645 95% – Z Score = 1.96 99% – Z Score =. ^[11]
Here’s a worked example, assuming you chose a 95% confidence level, .5 standard deviation, and a margin of error of +/. ^[11]
When learning about a new product, 60% of customers say they trust the reviews that come from friends, family, and other customers. ^[12]
There is an 80% increase in revenue for businesses that focus on improving customer experience. ^[12]
73% of customers agree that customer experience helps to drive their buying decision. ^[12]
86% of customers say that they are ready to pay more if it means getting a better customer experience. ^[12]
According to 67% of customers, companies are actively working towards improved customer service. ^[12]
As of 2010, only 36% of businesses worldwide were competing on a customer experience basis. ^[12]
Customer experience statistics for 2021 reveal that customers are willing to pay as high as 13% to 18% more for a product or service, provided they receive excellent customer experience. ^[12]
49% of customers agree that they have made impulse purchases after an excellent, customized personal experience with a brand. ^[12]
Recent research revealed that 56% of top professionals involved in customer experience strive to improve the personalization of customer communication. ^[12]
According to customer experience statistics, improved crossselling and up selling (42%), improved customer retention (33%), and improved customer satisfaction (32%). ^[12]
88% of businesses now prioritize customer experience in all of their contact centers. ^[12]
87% of business leaders agree that exceptional customer experience is a must for their organization. ^[12]
However, 11% feel that CX is somewhat important. ^[12]
Only 2% say that customer experience is either not important at all, or not so important to their business. ^[12]
Businesses that prioritize customer experience have a revenue increase of 4 8% higher than their competitor. ^[12]
89% of consumers have moved to a competitor following a poor customer experience with a brand. ^[12]
According to customer experience value statistics, customer lifetime value also increases by 1.6x for customer. ^[12]
74% of customers will most likely switch brands if their favorite one’s purchasing process gives a miserable experience. ^[12]
According to 70% of customers, excellent customer experience should be fast, convenient, helpful, and must do all of that in a friendly manner. ^[12]
A positive customer experience encounter can increase customer spending by up to 140%. ^[12]
According to customer experience stats for 2021, people are likely to deal with your brand in a much larger capacity, become more loyal to it, and even recommend it to others if their previous experiences with you were positive. ^[12]
87% of cutomer would come back to make another purchae from a brand if their previou experiencewere recorded a very good. ^[12]
However, customer experience stats show that only 18% would return if they reportedly had an abysmal experience with your brand. ^[12]
While this is definitely good news, customer experience stats also show that 13% of customers will share a bad customer experience with 15+ people. ^[12]
57% of customers say that they don’t recommend a brand if it has a poorly designed website that is not optimized for mobile. ^[12]
In the first quarter of 2021, it accounted for 70% of all internet traffic globally If your website is not optimized for mobile, then you are missing out on the 3.9 billion potential customers that your business can potentially attract. ^[12]
50% of customers will stop visiting a website if it is not mobile. ^[12]
92% of customers would forget about a brand after experiencing two or three negative customer experiences with that same brand. ^[12]
Only 19.3% of customers that have had a bad customer experience with a brand will report directly to such brand. ^[12]
What’s more is that 33.7% of these customers will talk to family and friends over the phone, email, or even in person, about their poor customer experience. ^[12]
In addition, 10.7% of these customers will prefer to write about their bad experience on Facebook. ^[12]
Another 4.5% will prefer to do so on Twitter. ^[12]
9.9% would post about their poor experience with your brand on a third party website. ^[12]
More than 70% of customer experience leaders in an organization are reportedly struggling to create projects that focus on increasing customer experience. ^[12]
96% of customers agree that customer service plays a vital role in their choice of loyalty to a brand. ^[12]
Companies with a highly engaged workforce far outperform their closest competition by 147% in terms of earnings. ^[12]
80% of companies are now investing in the omnichannel experience. ^[12]
According to customer experience stats, in 2010, we had just 20% of companies investing in the omnichannel experience globally. ^[12]
Companies with the best omnichannel experience for its customers enjoy a 10% yearon. ^[12]
84% of customers centric companies are now focusing their efforts on improving mobile customer experience. ^[12]
67% of customers say that they would prefer self service over speaking with a company representative. ^[12]
AI and machine learning would handle about 40% of all customer interactions by 2024. ^[12]
Customer service stats have it that as of 2018, just 25% of customer interactions were automated through AI and machine learning. ^[12]
90% of business leaders have reportedly increased their customer experience a good deal since they started using data analytics reports. ^[12]
87% of businesses believe that traditional experiences are no longer enough to satisfy customers. ^[12]
Customer satisfaction statistics show that around 65% of customers become loyal customers to businesses that deliver pleasant customer experiences at every point of contact. ^[12]
69% of U.S adults prefer to shop with retailers that consistently deliver good customer service, both in. ^[12]
As of 2020, 72% of US fleets use GPS fleet tracking technology, an 8% increase from 2019. ^[4]
In 2020, 25% of FSOs were still using spreadsheets for job scheduling, while the rest still use whiteboards and other manual methods. ^[4]
89% of customers want to see modern, on demand technology applied to their technician scheduling, and nearly as many customers would be willing to pay a premium for it. ^[4]
The combination of mobility and artificial intelligence improve field service agent productivity by 30% to 40%. ^[4]
73% of field management firms have already incorporated Internet of Things into their operations. ^[4]
About 75% of field service businesses that utilize mobility tools have observed increased employee productivity, while the rest have seen customer satisfaction rates rise. ^[4]
77% of FSOs invest in technology and solutions geared towards information enablement. ^[4]
74% of fleet operators consider in cab video telematics as very beneficial or extremely beneficial. ^[4]
There are now an estimated 20 million field technicians operating worldwide. ^[4]
As a result, FSOs reportedly increased investment in service workers by 72% to meet the rising demand. ^[4]
47% of field service companies are still having trouble getting enough quality technicians and drivers to meet business goals, making it among the top challenges for FSOs. ^[4]
50% of fleet managers think that the ability to quickly reroute field technicians for emergency jobs is the most important factor in their success. ^[4]
Keeping everyone updated on schedule changes comes second (48%). ^[4]
FSOs with freelance workers can respond to 83% of emergency requests within an hour. ^[4]
78% of FSOs completely stopped deploying technicians to customer sites during the height of COVID. ^[4]
92% of FSO executives want to transform their service models to meet consumer needs. ^[4]
The industrial drone fleet industry in the US and Europe is predicted to grow to one million units by 2050. ^[4]
55% of fleet managers and executives reported that the COVID 19 pandemic came with a negative business impact. ^[4]
Amid the pandemic, 44% of fleet managers see increasing costs as their top challenge in this time of economic and regulatory uncertainty. ^[4]
75% of consumers don’t like the idea of having field technicians in their homes amid the pandemic unless absolutely necessary. ^[4]
About 50% of field technicians and service workers are expected to resort to freelancing by 2025. ^[4]
In fact, according to Econsultancy’s Digital Trends 2018 report, 45% of companies cite content and experience management as their number one priority. ^[13]
The study also found that topperforming companies are 50% more likely than their peers to have well designed user journeys that facilitate clear communication and a seamless transaction. ^[13]
Great customer experience is a major competitive advantage that drives new sales—and it’s predicted to overtake price and product as the primary brand differentiator for B2B sales by 2020. ^[13]
( 33% of Americans say they’ll consider switching companies after just a single instance of poor service. ^[13]
33% of Americans say they’ll consider switching companies after just a single instance of poor service. ^[13]
( Companies with great experiences have a 16% price premium on products and services. ^[13]
Companies with great experiences have a 16% price premium on products and services. ^[13]
( 63% of U.S. consumers say they’d share more personal information with a company that offers a great experience. ^[13]
63% of U.S. consumers say they’d share more personal information with a company that offers a great experience. ^[13]
( 66% of adults feel that valuing their time is the most important thing a company can do to provide them with good online customer experience. ^[13]
66% of adults feel that valuing their time is the most important thing a company can do to provide them with good online customer experience. ^[13]
( 69% of U.S. online adults shop more with retailers that offer consistent customer service both online and offline. ^[13]
69% of U.S. online adults shop more with retailers that offer consistent customer service both online and offline. ^[13]
( US auto insurance carriers that have provided customers with consistently bestin class experiences have generated two to four times more growth in new business and about 30% higher profitability than their counterparts with an inconsistent customer focus. ^[13]
consistently bestin class experiences have generated two to four times more growth in new business and about 30% higher profitability than their counterparts with an inconsistent customer focus. ^[13]
( 54% of U.S. consumers say customer experience at most companies needs Improvement. ^[13]
54% of U.S. consumers say customer experience at most companies needs Improvement. ^[13]
( 80% of American consumers point to speed, convenience, knowledgeable help, and friendly service as the most important elements of positive customer experience. ^[13]
80% of American consumers point to speed, convenience, knowledgeable help, and friendly service as the most important elements of positive customer experience. ^[13]
( 40% of respondents say they would pay extra for same. ^[13]
40% of respondents say they would pay extra for same. ^[13]
( After having a positive experience with a company, 77% of customers would recommend it to a friend. ^[13]
After having a positive experience with a company, 77% of customers would recommend it to a friend. ^[13]
( 32% of all customers would stop doing business with a brand they loved after one bad experience. ^[13]
32% of all customers would stop doing business with a brand they loved after one bad experience. ^[13]
( 75% of online customers said they expected help within five minutes, have used comparison services for consumer goods and trusted online reviews as much as personal recommendations. ^[13]
75% of online customers said they expected help within five minutes, have used comparison services for consumer goods and trusted online reviews as much as personal recommendations. ^[13]
( 90% of millennials prefer smartphones for customer service/support interactions. ^[13]
90% of millennials prefer smartphones for customer service/support interactions. ^[13]
( Only slightly more than 10% of consumers are willing to stay on the line for over five minutes for customer service. ^[13]
Only slightly more than 10% of consumers are willing to stay on the line for over five minutes for customer service. ^[13]
( Faced with poor customer service, 20% of consumers would complain publicly via social media. ^[13]
Faced with poor customer service, 20% of consumers would complain publicly via social media. ^[13]
( 47% of consumers would recommend a business to others if it provided better customer service. ^[13]
47% of consumers would recommend a business to others if it provided better customer service. ^[13]
( 42% of respondents have left a business due to poor customer service. ^[13]
42% of respondents have left a business due to poor customer service. ^[13]
( 31% of respondents rated being able to contact the company through any channel as the top driver of feeling emotionally connected to a brand. ^[13]
31% of respondents rated being able to contact the company through any channel as the top driver of feeling emotionally connected to a brand. ^[13]
( 29% of consumers ranked first contact resolution as what is most valued in customer service and support interaction. ^[13]
29% of consumers ranked first contact resolution as what is most valued in customer service and support interaction. ^[13]
( 73% of all people point to customer experience as an important factor in their purchasing decisions. ^[13]
73% of all people point to customer experience as an important factor in their purchasing decisions. ^[13]
( 65% of U.S. customers find a positive experience with a brand to be more influential than great advertising. ^[13]
65% of U.S. customers find a positive experience with a brand to be more influential than great advertising. ^[13]
( 83% of consumers say the ability to move from one assisted channel to another, such as moving from web chat to a live conversation, is desirable. ^[13]
83% of consumers say the ability to move from one assisted channel to another, such as moving from web chat to a live conversation, is desirable. ^[13]
( Only 19% of businesses report that they have a dedicated customer experience team to manage the experience. ^[13]
Only 19% of businesses report that they have a dedicated customer experience team to manage the experience. ^[13]
( 30% of consumers are switch providers because they feel that there is no reward for loyalty. ^[13]
30% of consumers are switch providers because they feel that there is no reward for loyalty. ^[13]
( 37% of consumers want suppliers to apologize when the service is not satisfactory. ^[13]
37% of consumers want suppliers to apologize when the service is not satisfactory. ^[13]
( 48% of all consumers have left a business’ website and made a purchase elsewhere because the experience was poorly curated. ^[13]
48% of all consumers have left a business’ website and made a purchase elsewhere because the experience was poorly curated. ^[13]
( 37% of consumers say that it takes five or more purchases for them to consider themselves loyal to a brand. ^[13]
37% of consumers say that it takes five or more purchases for them to consider themselves loyal to a brand. ^[13]
( 55.3% of consumers are brand loyal because they love the product. ^[13]
55.3% of consumers are brand loyal because they love the product. ^[13]
Eventually, loyal customers spend 67% more than new ones. ^[13]
( Customers enrolled in a loyalty program visit a company’s site 35% more frequently. ^[13]
Customers enrolled in a loyalty program visit a company’s site 35% more frequently. ^[13]
( When brands develop a history of transparency, nearly 9 in 10 people are more likely to give them second chances after bad experiences and 85% are more likely to stick with them during crises. ^[13]
When brands develop a history of transparency, nearly 9 in 10 people are more likely to give them second chances after bad experiences and 85% are more likely to stick with them during crises. ^[13]
( 78% of consumers have bailed on a transaction because of a bad service interaction. ^[13]
78% of consumers have bailed on a transaction because of a bad service interaction. ^[13]
( 59% of consumers would try a new brand or company for a better service experience. ^[13]
59% of consumers would try a new brand or company for a better service experience. ^[13]
( 58% of consumers are willing to spend more with companies that provide excellent customer service. ^[13]
58% of consumers are willing to spend more with companies that provide excellent customer service. ^[13]
( Following a negative customer interaction, 58% of Americans would never use that company again. ^[13]
Following a negative customer interaction, 58% of Americans would never use that company again. ^[13]
( 82% of consumers have stopped doing business with a company because of bad customer service. ^[13]
82% of consumers have stopped doing business with a company because of bad customer service. ^[13]
( 85% of consumers churn because of poor service that could have been prevented. ^[13]
85% of consumers churn because of poor service that could have been prevented. ^[13]
( 67% of customer churn could be avoided if the business resolved the customer’s issue during their first interaction. ^[13]
67% of customer churn could be avoided if the business resolved the customer’s issue during their first interaction. ^[13]
( 11% of customer churn could be avoided if the business simply reached out to the customer. ^[13]
11% of customer churn could be avoided if the business simply reached out to the customer. ^[13]
( 55% of consumers say easy access to support and information can make them fall in love with a brand. ^[13]
55% of consumers say easy access to support and information can make them fall in love with a brand. ^[13]
( 52% of consumers have purchased more from a company after having a positive customer service experience. ^[13]
52% of consumers have purchased more from a company after having a positive customer service experience. ^[13]
( 73% of consumers say friendly customer service representatives can make them fall in love with a brand. ^[13]
73% of consumers say friendly customer service representatives can make them fall in love with a brand. ^[13]
( 79% of high income households avoid vendors for 2+ years after having a bad customer service experience. ^[13]
79% of high income households avoid vendors for 2+ years after having a bad customer service experience. ^[13]
( 45% of women avoid vendors for 2+ years after having a bad customer service experience. ^[13]
45% of women avoid vendors for 2+ years after having a bad customer service experience. ^[13]
( 51% of B2B companies avoid vendors after a poor customer service experience. ^[13]
51% of B2B companies avoid vendors after a poor customer service experience. ^[13]
( 54% of Generation X avoid vendors for 2+ years after a bad customer service experience. ^[13]
54% of Generation X avoid vendors for 2+ years after a bad customer service experience. ^[13]
( 62% of B2B customers purchased more after a good customer service encounter. ^[13]
62% of B2B customers purchased more after a good customer service encounter. ^[13]
( 42% of B2C customers purchased more after a good customer service encounter. ^[13]
42% of B2C customers purchased more after a good customer service encounter. ^[13]
( 66% of B2B customers stopped buying after a bad customer service experience. ^[13]
66% of B2B customers stopped buying after a bad customer service experience. ^[13]
( 52% of B2C customers stopped buying after a bad customer service experience. ^[13]
52% of B2C customers stopped buying after a bad customer service experience. ^[13]
( Only 1% of customers feel their customer service expectations are always met. ^[13]
Only 1% of customers feel their customer service expectations are always met. ^[13]
( 30% of consumers will not give brands more than one chance after a bad customer service experience. ^[13]
30% of consumers will not give brands more than one chance after a bad customer service experience. ^[13]
( Churn can increase by up to 15% if businesses fail to respond to customers over social media. ^[13]
Churn can increase by up to 15% if businesses fail to respond to customers over social media. ^[13]
( Providing customers with short tutorials on product features before hanging up can reduce churn by 6%. ^[13]
Providing customers with short tutorials on product features before hanging up can reduce churn by 6%. ^[13]
( A 10% increase in a company’s customer satisfaction score leads to a 12% increase in trust from customers. ^[13]
A 10% increase in a company’s customer satisfaction score leads to a 12% increase in trust from customers. ^[13]
( Loyal customers are 5x as likely to repurchase, 5x as likely to forgive, 4x as likely to refer, and 7x as likely to try a new offering. ^[13]
Loyal customers are 5x as likely to repurchase, 5x as likely to forgive, 4x as likely to refer, and 7x as likely to try a new offering. ^[13]
( 50% of customers naturally churn every 5 years. ^[13]
50% of customers naturally churn every 5 years. ^[13]
If you’re wondering how to measure your success there, remember that 80% of customer service organizations use customer satisfaction scores as their primary customer experience metric. ^[13]
86%of professionals engaged in, or leading, CX expect to compete based on CX. ^[5]
87%of senior business leaders in the US and UK see CX as their top growth engine but only 1 in 3 feel prepared to address it. ^[5]
reached$2.9Bin 2021 and is expected to grow 15.3% every year from 2024 to 2030. ^[5]
86%of consumers would leave a brand after as few as two poor experiences. ^[5]
65%of all consumers find a positive experience with a brand to be more influential than great advertising. ^[5]
74%of consumers are at least somewhat likely to buy based on experiences alone. ^[5]
68%of US consumers currently use, or would like to use, social media to engage with brands to ask questions before making a purchase, while 59% of consumers expect to do so to get post. ^[5]
61%of consumers will pay at least 5% more if they know they’ll get a good customer experience. ^[5]
56%of consumers feel that the quality of the customer service they receive has a higher impact on how positively they view a brand than any other criteria. ^[5]
66%of consumers say they will share personal data about themselves if they think it will elevate their customer experience. ^[5]
CX drives 85%of brands believe they offer personalized customer experience but only 60% of consumers agree. ^[5]
60%of consumers report that they will become repeat buyers after a personalized purchasing experience. ^[5]
91%of consumers say they are more likely to shop with brands that provide offers and recommendations that are relevant to them. ^[5]
62%of consumers don’t feel like they get excellent customer service on social media when making a purchase. ^[5]
Customers are2.4 times more likelyto stick with a brand when their problems are solved quickly. ^[5]
52%of consumers expect a response from a brand within one hour. ^[5]
However, 39% report having to wait more than two hours for a reply. ^[5]
65%of respondents would become long term customers of a brand if they can provide positive experiences throughout the customer journey. ^[5]
42%of consumers say a seamless experience across all devices and channels is a top expectation while only 11% of decision makers see seamless, omnichannel experiences as the most important factor when delivering quality experiences. ^[5]
52%of all worldwide website traffic is on mobile devices. ^[5]
They are expected to increase 15% annually and reachover $700Bby 2025. ^[5]
Retail mobile commerce sales in the US reached 75%of customers find it important for brands to offer them a fully self service customer care option to answer their questions. ^[5]
More than 60%of consumers look for self service first, instead of contacting a live agent. ^[5]
2040%of live volume could easily be handled with existing self service tools, according to customer service leaders. ^[5]
Enterprises continue to demonstrate a strong interest in AI, with 46%of consumers will abandon a brand if employees are not knowledgeable. ^[5]
71%of customers expect customer service agents already to have information regarding their previous interactions with the brand. ^[5]
By 2024, Over 90%of enterprises now employ a CCO, CXO, or executives with similar responsibilities. ^[5]
74% of shoppers say that shipping is important to their overall experience with a brand. ^[6]
And 83% will give up on a brand if they have a bad delivery experience. ^[6]
More than half (57%). ^[6]
US Consumer research, parcelLab) 73% of customers want to be able to track their order across all touch points. ^[6]
87% of retailers leave all communication and order tracking to their mail carrier. ^[6]
And only 24% of retailers offer branded tracking pages. ^[6]
Some industries are worse than others 92% of health and beauty retailers ignore customers completely during shipping. ^[6]
And between 2019 and 2020, the percentage of retailers who neglect customers during delivery actually increased!. ^[6]
63% say fulfilment, shipping, delivery, and returns are the most emotional part of their shopping journey, for example.”. ^[6]
Just 35% of customers say they’ve received items in packaging that matched the brand image they expected. ^[6]
Overall, 38% deliveries have no branded packaging. ^[6]
62% of consumers think better of retailers who try not to overuse packaging materials. ^[6]
40% of customers say they’re more likely to buy again from merchants with premium packaging. ^[6]
Almost 80% of consumers check return policies before deciding on a purchase. ^[6]
And 84% of shoppers are more likely to buy again after an easy return experience!. ^[6]
10% of all fashion orders include multiple sizing, showing that many consumers plan to return at least part of their order each time. ^[6]
87% of US consumers want brands to communicate during the returns process. ^[6]
Of those, 35% want notifications when the return is shipping back to the retailer. ^[6]
Additionally, 32% want regular updates on where the return is. ^[6]
But only 40% of retailers include a return label with their deliveries, and only 39% of health and beauty retailers inform customers when returns are received. ^[6]
Did you know that 99% of Customer Experience and Success leaders believe Customer Experience Management has a positive impact on their business. ^[14]
> 84% of organizations working to improve CX report an increase in revenue. ^[14]
More than 50% of organizations will redirect their investments to customer experience innovations. ^[14]
70% of companies that deliver exceptional customer experience use customer feedback. ^[14]
Only 43% of CX executives are highly confident in their company’s CX proficiencies and preparedness for the future 50% of consumer product investments will be redirected to customer experience innovations Join 25,000. ^[14]
Teams using Help Scout are set up in minutes, twice as productive, and save up to 80% in annual support costs. ^[7]
68% of consumers say they are willing to pay more for products and services from a brand known to offer good customer service experiences. ^[7]
For 86%, good customer service turns onetime clients into long. ^[7]
An NPS Promoter score has a customer lifetime value thatâs 600% 1,400% higher than a Detractor. ^[7]
89% of consumers are more likely to make another purchase after a positive customer service experience. ^[7]
93% of customers are likely to make repeat purchases with companies who offer excellent customer service. ^[7]
If the companyâs customer service is excellent, 78% of consumers will do business with them again after a mistake. ^[7]
Increasing customer retention rates by just 5% can increase profits by between 25% and 95%. ^[7]
Consumers who rate a companyâs service as âgoodâ are 38% more likely to recommend that company. ^[7]
83% of customers agree that they feel more loyal to brands that respond and resolve their complaints. ^[7]
80% of companies use customer satisfaction scores to analyze customer experience and improve it. ^[7]
72% of companies believe they can use analytics reports to improve the customer experience. ^[7]
This is a 16.9% yearover year increase from its value of $6.5 billion in 2019. ^[7]
58% of American consumers will switch companies because of poor customer service. ^[7]
65% of customers said they have changed to a different brand because of a poor experience. ^[7]
After more than one bad experience, around 80% of consumers say they would rather do business with a competitor. ^[7]
(Nearly 80% will forgive a bad experience if they rate the service team as âvery good.â). ^[7]
78% of customers have backed out of a purchase due to a poor customer experience. ^[7]
60% of customers define âimmediateâ as 10 minutes or less. ^[7]
More than 70% of consumers believe that companies should collaborate on their behalf so they donât have to repeat information to different representatives. ^[7]
90% of consumers worldwide consider issue resolution as their most crucial customer service concern. ^[7]
70% of customers report that technology makes it simple to take their business to a competitor if needed. ^[7]
90% of Americans use customer service as a factor in deciding whether or not to do business with a company. ^[7]
71% of consumers believe that a quick response from a service team can drastically improve their customer experience. ^[7]
Almost 90% of customers report trusting a company whose service they rate as âvery good.â On the other hand, only 16% of those who give an âinferiorâ rating trust companies to the same degree. ^[7]
70% of the customerâs journey is based on how the customer feels they are being treated. ^[7]
53% of shoppers believe their feedback doesnât go to anyone who can act on it. ^[7]
Nearly 90% of consumers trust a company whose service theyâve rated as âvery goodâ to take care of their needs. ^[7]
With this level of response rate, 71% of younger consumers believe that their experience is drastically improved â and it snowballs from there. ^[7]
The second exciting statistic is that more than 70% of consumers believe that companies should collaborate on their behalf. ^[7]
Read on to find some jaw dropping customer service statistics around personalization 70% of customers say service agentsâ awareness of sales interactions is fundamental to keeping their business. ^[7]
80% of customers say the experience a company provides is just as necessary as its products or services. ^[7]
63% of consumers expect businesses to know their unique needs and expectations, while 76% of B2B buyers expect the same thing. ^[7]
59% of customers believe that companies need to provide cutting edge digital experiences to keep their business. ^[7]
90% of people are more likely to trust a company if they have a firm privacy policy. ^[7]
Your online conversion rate can improve by roughly 8% when you include personalized consumer experiences. ^[7]
88% of people trust companies that vow not to share their personal information without permission. ^[7]
92% of customers appreciate companies giving them control over what information is collected about them. ^[7]
23% of businesses use social media as a tool to collect and analyze data. ^[7]
79% of customers are willing to share relevant information about themselves in exchange for contextualized interactions in which theyâre immediately known and understood. ^[7]
56% of customers donât mind sharing their personal information in exchange for better service. ^[7]
On average, customer service agents only ask for a customerâs name 21% of the time. ^[7]
After all, about 90% of customers are more likely to trust you if youâve got a stellar privacy policy. ^[7]
While 50% of customers donât share their experiences on social media, 72% will talk about them in person. ^[7]
36% of consumers will share their customer service experience, whether good or bad. ^[7]
87% of consumers read online reviews for local businesses in 2020. ^[7]
72% of customers will share their good experiences with others. ^[7]
72% of customers will tell six or more people if they have a satisfying experience. ^[7]
94% of American customers will recommend a company whose service they rate as âvery good.â. ^[7]
67% of customers report a terrible customer experience as the reason for switching businesses. ^[7]
Only 13% of consumers will recommend a company whose customer service theyâve rated as âvery poor.â. ^[7]
50% of customers say they donât share their bad or good service experiences through social media. ^[7]
33% of consumers would recommend a brand that provides a quick but ineffective response. ^[7]
78% of customers who complain to a brand on Twitter expect a response within an hour. ^[7]
13% of customers tell 15 or more people if they have a negative experience. ^[7]
79% of customers who share their complaints online see their complaints ignored. ^[7]
Only 17% of consumers would recommend a brand that provides a slow but effective solution. ^[7]
Only 1 in 26 customers will tell a business about their negative experience; according to customer service facts, the rest simply leave. ^[7]
75% of customers desire a consistent experience, regardless of how they engage a company. ^[7]
The effectiveness of bots in resolving issues has fallen to 28%. ^[7]
American consumers do not find bots effective, with 40% relying on other channels to reach out to service teams. ^[7]
64% of customers want to shop with companies that can meet their needs in real. ^[7]
64% of customer service teams use customer portals, compared to 84% of customers who use customer portals. ^[7]
A study has shown that more than 76% of all consumers prefer the traditional medium of phone calls to reach customer support representatives. ^[7]
More than 50% of customers across all age groups typically use the phone to reach out to a service team, making it the most used channel for customer service. ^[7]
63% of customer service teams use text messaging, compared to 78% of customers who use text messaging for communicating with a company. ^[7]
51% of customer service teams use mobile apps, compared to 82% of customers who use mobile apps for communicating with a company. ^[7]
28% of consumers say the most frustrating issue is information that is simple but hard to find. ^[7]
69% of consumers first try to resolve their issue independently, but less than onethird of companies offer self service options such as a knowledge base. ^[7]
66% of customer service teams use knowledge bases, compared to 82% of customers who use knowledge bases. ^[7]
79% of American internet users are on Facebook, making it the most popular social media platform. ^[7]
95% of adults between the ages of 18 34 are likely to follow a brand through social media channels. ^[7]
52% of customer service teams use online chat or live support, compared to 81% of customers who use online chat or live support for communicating with a company. ^[7]
Nearly 70% of customers are irritated when their call is transferred from one department to another. ^[7]
33% of customers are most frustrated by having to wait on hold, and 33% are most frustrated by having to repeat themselves to multiple support reps. ^[7]
70% of unhappy customers whose problems are resolved are willing to shop with a business again. ^[7]
Nearly 60% of customers feel that long holds and wait times are the most frustrating parts of a service experience. ^[7]
62% of customers would prefer to âhand out parking ticketsâ than wait in an automated phone tree for service or have to repeat themselves multiple times to different team members. ^[7]
35% of customers have become angry when talking to customer service. ^[7]
27% of Americans report that ineffective service is their number one customer service frustration. ^[7]
12% of Americans rate their number one service frustration as âlack of speed.â. ^[7]
72% of customers say that explaining their problems to multiple people is poor customer service. ^[7]
79% of consumers who used online feedback to complain about a poor customer experience were ignored. ^[7]
84% of customers report that their expectations had not been exceeded in their last interaction with customer service. ^[7]
78% of customers have given up on a transaction because of a negative customer experience. ^[7]
67% of customers end a call in frustration when they cannot reach a customer service representative. ^[7]
88% of highperforming service decision makers are investing significantly in agent training compared to only 57% of underperformers. ^[7]
83% of high performing service agents say they get the training they need to do their job well compared to only 52% of underperformers. ^[7]
69% of high performing service agents actively look for situations to use artificial intelligence compared to only 39% of underperformers. ^[7]
A whopping 95% of consumers say that customer service is essential for brand loyalty, and 60% of consumers report having deserted a brand and switching to a rival company because of poor customer service. ^[7]
Call center statistics have placed it as high as 45%!. ^[7]
31% of consumers consider a knowledgeable agent to be the most crucial factor for a positive customer experience. ^[7]
Since 77% of consumers consider the difficulty of reaching an agent to be the biggest issue with customer service today, itâs worth investing in resolving it. ^[7]
89% of companies with âsignificantly above averageâ customer experiences perform better financially than their competitors. ^[7]
24% of consumers keep doing business with vendors for two or more years after a positive encounter. ^[7]
64% of U.S. consumers contacted customer service in 2017. ^[7]
73% of customers say they stay loyal to brands because of friendly customer service agents. ^[7]
73% of customers fall in love with a brand because of friendly customer service representatives. ^[7]
Thatâs between $30k and $45k in expenses for losing employees who were likely doing an excellent job. ^[7]
The typical level of difficult calls ranges from 10% to 20%, but the pandemic made customer experience statistics worse. ^[7]
The average company saw the percentage of calls scored as âdifficultâ by reps increase by more than 100%. ^[7]
Some of the companies in the study saw hold times grow by 34% and escalations increase by more than 68%, further highlighting the impact customer service has on businesses. ^[7]
One of the Tethr AI study companies provided customer service statistics that showed difficult interactions had a 6% chance of resulting in an upsell or cross. ^[7]
The chances are usually 80% when the customer service experience is excellent. ^[7]
Only about 4% of customers who leave or threaten to leave are enticed to stay by accepting a promo, down from the average of 20% in the past. ^[7]
In reality, 81% of service desk agents enjoy helping employees with their IT issues. ^[15]
Employees believe Over a third of employees (37%). ^[15]
Without physical access to employee endpoints and the lack of remote ready endpoint management tools, 69% of service desks used screen share apps to troubleshoot issues. ^[15]
An incredible 99% of employees stated that device performance impacts their ability to work, but over half of all endpoints ran slowly last year. ^[15]
IT respondents to our survey stated they have a tool to fix slow running device and yet over half of L1 cannot resolve these issues easily 32% require user time to diagnose issues and 22% escalate the issue to L2 or L3 for further investigation. ^[15]
Businesses with engaged employees see a 41% reduction in absenteeism and a 17% increase in employee productivity, according to Gallup’s “State of the American Workplace” report. ^[0]
Approximately 87% of employees expect their employers to support a healthy work life balance, according to a survey from Glassdoor. ^[0]
Many organizations view well being as a business performance strategy as well as an employee benefit, according to Deloitte’s “2018 Global Human Capital Trends” survey. ^[0]
In fact, 60% of surveyed employees said wellbeing enhances employee retention, and 61% said it improves employee productivity and bottom. ^[0]
Moreover, CareerBuilder’s survey on stress in the workplace found that 61% of employees feel burned out on the job, while 31% reported high levels of stress. ^[0]
Stress also affects job satisfaction Roughly 33% of workers with high stress levels said they are dissatisfied with their jobs, according to CareerBuilder. ^[0]
Approximately 92% of workers said that when they’re recognized for specific tasks, they’re more likely to do them again in the future, according to the “2020 Engagement and Retention” report from. ^[0]
Disengaged employees cost organizations an estimated $450 billion to $550 billion every year in the United States, according to a report by The Engagement Institute. ^[0]
Approximately 95% of workers said they know when they’re becoming disengaged, which is usually due to a lack of compelling business goals, trusted relationships and well. ^[0]
More than 90% of employees, HR professionals and CEOs said it’s important for their companies to demonstrate empathy, as reported in the “2020 State of Workplace Empathy” study from. ^[0]
Businessolver Inc. However, while 91% of CEOs said their organizations are empathetic, only 68% of employees said the same emphasizing the gap between business leaders and their employees. ^[0]
Moreover, 83% of employees would consider leaving their current companies for similar roles at organizations that are more empathetic. ^[0]
Approximately 61% of bank employees said introducing artificial intelligence would make their jobs more interesting, and 67% said AI would create more opportunities for them, according to a report from Accenture. ^[0]
Moreover, the report found banks that invest in AI could boost their employment levels by 14%. ^[0]
In fact, 67% of banking executives expect AI to result in a net gain in jobs within their bank by 2024, and more than two thirds of bank employees. ^[0]

I know you want to use Experience Management Software, thus we made this list of best Experience Management Software. We also wrote about how to learn Experience Management Software and how to install Experience Management Software. Recently we wrote how to uninstall Experience Management Software for newbie users. Don’t forgot to check latest Experience Management statistics of 2024.

Reference

techtarget – https://www.techtarget.com/whatis/feature/7-employee-experience-stats-to-reshape-your-EX-strategy.
superoffice – https://www.superoffice.com/blog/customer-experience-statistics/.
forbes – https://www.forbes.com/sites/blakemorgan/2019/09/24/50-stats-that-prove-the-value-of-customer-experience/.
adobe – https://blog.adobe.com/en/publish/2019/03/07/15-mind-blowing-stats-about-customer-experience-management.
financesonline – https://financesonline.com/field-service-management-statistics/.
emplifi – https://emplifi.io/resources/blog/customer-experience-statistics.
parcellab – https://parcellab.com/blog/operations-experience-managementstats-and-quotes-for-2024.
helpscout – https://www.helpscout.com/75-customer-service-facts-quotes-statistics/.
bls – https://www.bls.gov/ooh/management/food-service-managers.htm.
bls – https://www.bls.gov/ooh/management/social-and-community-service-managers.htm.
qualtrics – https://www.qualtrics.com/experience-management/research/anova/.
qualtrics – https://www.qualtrics.com/experience-management/research/determine-sample-size/.
techjury – https://techjury.net/blog/customer-experience-statistics/.
getfeedback – https://www.getfeedback.com/resources/cx/40-stats-churn-customer-satisfaction/.
invespcro – https://www.invespcro.com/blog/customer-experience-management/.
1e – https://www.1e.com/news-insights/blogs/5-stats-every-enterprise-service-desk-manager-should-know/.

How Useful is Experience Management

Experience management is the practice of actively managing the entire customer journey, from initial engagement to post-purchase follow-up. By focusing on creating positive interactions at every touchpoint, companies can build strong relationships with their customers, increase loyalty, and drive long-term growth.

But how useful is experience management really? Some may argue that it is just a buzzword or a passing trend, but the reality is that the importance of delivering exceptional customer experiences cannot be overstated. In today’s digital age, where consumers have more options than ever before, competition is fierce. Companies that fail to prioritize the customer experience risk falling behind their more customer-centric competitors.

One of the key benefits of experience management is its ability to foster customer loyalty. Studies have shown that customers are more likely to continue doing business with a company that provides consistently positive experiences. By investing in understanding and improving the customer journey, companies can create loyal customers who will not only return for repeat purchases but also recommend the brand to their friends and family.

Furthermore, experience management can also help companies differentiate themselves from competitors. In a crowded marketplace, where products and services can often be commoditized, the customer experience is often the deciding factor in a consumer’s decision-making process. By creating memorable and positive interactions, companies can stand out in the minds of customers and build a strong brand reputation.

Another important aspect of experience management is its ability to drive growth and revenue. Customers who have a positive experience are more likely to make additional purchases, renew subscriptions, or upgrade to premium services. Additionally, happy customers are more likely to leave positive reviews and refer new business to the company, leading to increased revenue and expansion opportunities.

But experience management is not just about driving revenue; it is also about building meaningful relationships with customers. By understanding their needs, preferences, and pain points, companies can tailor their products and services to better meet customer expectations. By listening to feedback and acting on it, companies can demonstrate that they care about their customers’ experiences and are committed to providing a high level of service.

In conclusion, experience management is a valuable tool that can help companies build strong relationships with customers, differentiate themselves from competitors, and drive growth and revenue. By focusing on creating positive interactions at every touchpoint, companies can create loyal customers who will advocate for the brand and help it thrive in today’s competitive marketplace. Ultimately, experience management is not just a trend but a strategic imperative for companies looking to succeed in the digital age.

In Conclusion

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Experience Management Statistics 2024 – Everything You Need to Know