Today’s customers have extremely high expectations for brands, requiring them to understand their wants, needs, and pain points. The most successful companies in 2023 will be the brands who truly understand this expectation and therefore obsess over the latest CX technology and perfecting their voice of the customer capabilities.
To help drive home the importance of a unified CX as it relates to satisfaction, retention, and more, we’ve gathered 46 of the most impactful customer experience statistics to know in 2023. Use the links below to jump to the section that interests you most, or jump right down to our infographic to see our top 10 customer experience stats and takeaways for 2023
Operations and Revenue Statistics
On average, a $1 billion company will earn $775 million over three years with modest CX improvements.—Temkin
There is a very high correlation (R=0.82) between CX and repurchasing. —Temkin
77% of marketing leaders agree or strongly agree that they use automation to improve CX. —Oracle
63% of customers say they would be willing to sharemore personal data with a company that offers a great experience.—PwC
82% of the top-performing companies report paying close attention to the human experience around digital and tech. —PwC
Customers are willing to pay up to 16% morefor products and services if it means great customer experience.—PwC
32% of consumers say they will walk away from a brand they love after just one bad experience.—PwC
82% of organizations’ ROI on marketing technology improved in 2020.—Acquia
Regardless of discipline, industry, or company revenue, over 90% agree that CX is a primary focus.—Oracle
42% of organizations report that theirCMO drives CX strategy.—Acquia
60% of marketers are concerned that they are at a competitive disadvantage due to CX.—Oracle
45% of businesses manage CX through their customer service team, while 30% have marketing manage customer experience.—Genesys
Customer Satisfaction Statistics
48% of organizations created more content for customer engagement in 2020. —Acquia
54% of U.S. consumers say customer experience at most companies needs improvement.—PwC
Voice is still the preferred customer service channel in most cases, with88% of consumers indicating it’s their most frequent.—Genesys
41% of marketers state that creating new content for customer engagement was a top challenge for 2020.—Acquia
78% of consumers say they are loyal to brands that understand themand what they want to achieve.—Acquia
24% of global consumers report purchasing from more brands than they have in the past.—Acquia
Over 80% of companies have invested in an omnichannel experience since 2020.—PwC
In 2020, 14% of brands improved their CX quality, primarily through back-end systems and processes.—Forrester
29% of consumers rank problem resolution in the first interaction as the most valued form of customer support.—Genesys
90% of Millennials prefer smartphones for customer service interactions, as does 78% of the total population.—Genesys
Nearly one in three consumers would pay a fee to receive a higher level of customer service.—Genesys
Only 13% of consumers trust retailers to provide effective guidance through the pandemic.—Forrester
Customer Experience KPIs Statistics
Most brands in the U.K. have a positive Net Promoter Score.—Bain
About 10% of brands in the U.K have a Net Promoter Score of 40 or higher.—Bain
There’s a 21-point difference in NPS between consumers who’ve had a very good experience with a company and those who’ve had a very poor experience.—Temkin
21% of companies have developed their own KPIs to track customer experience.—Lumoa
Only 14% of companies measure the ROI of customer experience.—Lumoa
Net Promoter Score is used in 64.5% of companies according to research among customer experience directors.—Lumoa
Education and Training has the highest average NPS score at 71, while Healthcare has the lowest average at 27.—Retently
43.6% of companies follow CSAT as a primary customer experience KPI and 42.7% follow churn rate.—Lumoa
The Future of CX Statistics
84% of consumers reported using digital channels more frequently in 2020.—Acquia
74% say their digital experience with brands has changed since the pandemic.—Acquia
Globally, 40% of consumers report buying more online than they used to.—Acquia
68% of CMOs intend to increase spending on martech.—Gartner
25% of brands are predicted to achieve statistically significant advances in CX quality in 2021.—Forrester
81% of CX marketers predicted they would be competing almost entirely on CX by 2019.—Gartner
75% of U.S. consumers tried a new store, brand, or shopping experience during the pandemic.—McKinsey
44% of marketers are focused on AI and machine learning.—Acquia
70% of executives expect the pandemic to accelerate digital transformation.—DMEXCO
Only 47% of executives say they understand clearly how robotics and AI will improve customer experience.—PwC
82% of U.S. consumers want more human interaction in the future.—PwC
74% of non-U.S. consumers want more human interaction in the future.—PwC
Take a look at the infographic below for a visual takeaway of the top 10 most interesting customer experience statistics for 2021.
Hopefully, all of this data has got you convinced that customer experience programs are worth the effort. Whether you’re a CX beginner or a long-time professional, contact us today to learn how Chattermill can help you gather invaluable customer feedback for a better experience.
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