46 Customer Experience Statistics to Know for 2021
Today’s customers have extremely high expectations for brands, requiring them to understand their wants, needs, and pain points. The most successful companies in 2021 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 2021. 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 2021
Operations and Revenue
Customer Experience KPIs
The Future of CX
Operations and Revenue Statistics
On average, a $1 billion company will earn $775 million over three years with modest CX improvements.
There is a very high correlation (R=0.82) between CX and repurchasing.
77% of marketing leaders agree or strongly agree that they use automation to improve CX.
63% of customers say they would be willing to sharemore personal data with a company that offers a great experience.
82% of the top-performing companies report paying close attention to the human experience around digital and tech.
Customers are willing to pay up to 16% morefor products and services if it means great customer experience.
32% of consumers say they will walk away from a brand they love after just one bad experience.
82% of organizations’ ROI on marketing technology improved in 2020.
Regardless of discipline, industry, or company revenue, over 90% agree that CX is a primary focus.
42% of organizations report that theirCMO drives CX strategy.
60% of marketers are concerned that they are at a competitive disadvantage due to CX.
45% of businesses manage CX through their customer service team, while 30% have marketing manage customer experience.
Customer Satisfaction Statistics
48% of organizations created more content for customer engagement in 2020.
54% of U.S. consumers say customer experience at most companies needs improvement.
Voice is still the preferred customer service channel in most cases, with88% of consumers indicating it’s their most frequent.
41% of marketers state that creating new content for customer engagement was a top challenge for 2020.
78% of consumers say they are loyal to brands that understand themand what they want to achieve.
24% of global consumers report purchasing from more brands than they have in the past.
Over 80% of companies have invested in an omnichannel experience since 2020.
In 2020, 14% of brands improved their CX quality, primarily through back-end systems and processes.
29% of consumers rank problem resolution in the first interaction as the most valued form of customer support.
90% of Millennials prefer smartphones for customer service interactions, as does 78% of the total population.
Nearly one in three consumers would pay a fee to receive a higher level of customer service.
Only 13% of consumers trust retailers to provide effective guidance through the pandemic.
Customer Experience KPIs Statistics
Most brands in the U.K. have a positive Net Promoter Score.
About 10% of brands in the U.K have a Net Promoter Score of 40 or higher.
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.
21% of companies have developed their own KPIs to track customer experience.
Only 14% of companies measure the ROI of customer experience.
Net Promoter Score is used in 64.5% of companies according to research among customer experience directors.
Education and Training has the highest average NPS score at 71, while Healthcare has the lowest average at 27.
43.6% of companies follow CSAT as a primary customer experience KPI and 42.7% follow churn rate.
The Future of CX Statistics
84% of consumers reported using digital channels more frequently in 2020.
74% say their digital experience with brands has changed since the pandemic.
Globally, 40% of consumers report buying more online than they used to.
68% of CMOs intend to increase spending on martech.
25% of brands are predicted to achieve statistically significant advances in CX quality in 2021.
81% of CX marketers predicted they would be competing almost entirely on CX by 2019.
75% of U.S. consumers tried a new store, brand, or shopping experience during the pandemic.
44% of marketers are focused on AI and machine learning.
70% of executives expect the pandemic to accelerate digital transformation.
Only 47% of executives say they understand clearly how robotics and AI will improve customer experience.
82% of U.S. consumers want more human interaction in the future.
74% of non-U.S. consumers want more human interaction in the future.
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.