Customer Experience Statistics You Need To Know in 2022
Customers today have high expectations for brands, and they want a great experience throughout the entire buying process. These great experiences are critical to your company’s success since satisfied consumers are more likely to become loyal customers, and loyal customers increase revenue.
Every part of a business that influences a customer’s view of the brand is referred to as customer experience (CX). It focuses on a company’s relationship with its customers, regardless of how big or little the interaction is.
Customers’ impressions of a company are critical because they influence the behaviours and feelings that promote client loyalty. Customers that like you and continue to like you will continue to do business with you and suggest you to others.
Now that we’ve talked about how important customer experience is, look at these customer experience statistics that show how successful outstanding customer service is and how each business interaction influences your company and customer happiness.
Customer Experience Increases ROI
- Companies that excel at customer experience grow revenues 4%-8% above their market.
- 89% of consumers have switched to a competitor after a poor customer experience.
- Customers who have a positive experience are 140% more likely to spend than those who have a poor experience.
- Brands that provide a good customer experience generate 5.7x more revenue than competitors who fall short.
- More than 89% of companies see customer experience as a principal factor that drives customer loyalty and retention.
Mobile Experience Matters
- 84% of organizations that claim to be customer-centric focus on the mobile customer experience.
- Up to 70% of web traffic comes from mobile devices.
- 90% of millennials prefer smartphones for customer service interactions, as does 78% of the total population.
- 76% of customers shop on their phones because it saves them time, but only 12% believe it gives the most convenient experience.
- 84% of CIOs focus on the mobile customer experience.
Personalization is Key
- 80% of customers are more likely to buy when businesses offer a personalized experience.
- 59% of customers believe that personalization based on previous interactions is critical to retaining their business.
- 71% of consumers feel frustrated when their shopping experience is impersonal.
- 63% of consumers will quit doing business with brands that use poor personalization strategies.
- 80% of those who classify themselves as frequent shoppers say they only shop with brands that personalize their experience.
Communication and Responsiveness
- 90% of customers expect an “immediate” (10 minutes or less) response to their support questions.
- While 89% of customers want to use texting to engage with businesses, only 48% of businesses are equipped to handle text messaging.
- 66% of customers use at least three different communication channels.
- 60% of customers prefer human interaction.
- 80% of Americans say that speed, convenience, knowledgeable help, and friendly service are crucial for a positive customer experience.
Customer Experience Trends
- By 2023, 40% of all customer interactions are expected to be automated through AI and machine learning.
- By 2025, artificial intelligence (AI) is predicted to drive 95% of customer experience.
- Personal technology will be the preferred method of delivering user experiences by 2030.
- Global spending on marketing automation tools is expected to surpass $25B by 2023.
- $641B is expected to be spent on CX technologies in 2022.
Whether you are implementing AI technologies to improve the customer experience or focusing on improving the efficiency of your customer service team, organisations that prioritize customer experience will stand out from the crowd and win over loyal consumers.
Check out this report by indatalabs for more 2022 CX statistics
All sources for statistics are listed here.
- Customer Experience Statistics You Need To Know in 2022 - April 15, 2022
