{"id":28544,"date":"2020-06-05T14:31:37","date_gmt":"2020-06-05T21:31:37","guid":{"rendered":"https:\/\/birdeye.com\/blog\/?p=28544"},"modified":"2025-11-20T21:35:50","modified_gmt":"2025-11-21T05:35:50","slug":"30-customer-experience-statistics","status":"publish","type":"post","link":"https:\/\/birdeye.com\/blog\/30-customer-experience-statistics\/","title":{"rendered":"30 customer experience statistics for 2026"},"content":{"rendered":"\n<p><a href=\"https:\/\/birdeye.com\/blog\/customer-experience\/\">Customer experience<\/a> is the key to growing your business this year and beyond. The numbers show that customer experience matters more than traditional differentiators like price and brand. Let\u2019s explore some statistics that show how businesses can deliver great customer experience in 2026.\u00a0<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-what-is-customer-experience-nbsp\">What is customer experience?&nbsp;<\/h2>\n\n\n\n<p>Customer experience is your customer\u2019s perception of your brand based on different touchpoints from the moment of first discovery. The stronger your customer experience, the more likely they are to keep using your services and promote your brand to friends and family.<br><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-why-customer-experience-matters-nbsp\">Why customer experience matters&nbsp;<\/h2>\n\n\n\n<p>Customer experience matters for one reason: your customers value it. Studies show that customers are willing to pay more for a great customer experience. On the other hand, the numbers show that bad experiences lead to a bad reputation and lost revenue.&nbsp;<\/p>\n\n\n\n<p><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Customers are willing to pay up to a 16% price premium for a great customer experience. (<a href=\"https:\/\/www.pwc.com\/us\/en\/services\/consulting\/library\/consumer-intelligence-series\/future-of-customer-experience.html\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">PwC<\/a>)<\/li>\n\n\n\n<li>32% of customers are willing to walk away from a brand they love because of just one bad experience. (<a href=\"https:\/\/www.pwc.com\/us\/en\/services\/consulting\/library\/consumer-intelligence-series\/future-of-customer-experience.html\" target=\"_blank\" rel=\"noreferrer noopener\">P<\/a><a href=\"https:\/\/www.pwc.com\/us\/en\/services\/consulting\/library\/consumer-intelligence-series\/future-of-customer-experience.html\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">w<\/a><a href=\"https:\/\/www.pwc.com\/us\/en\/services\/consulting\/library\/consumer-intelligence-series\/future-of-customer-experience.html\" target=\"_blank\" rel=\"noreferrer noopener\">C<\/a>)\u00a0<\/li>\n\n\n\n<li>65% of U.S. customers find a positive experience with a brand to be more influential than advertising. (<a href=\"https:\/\/www.pwc.com\/us\/en\/services\/consulting\/library\/consumer-intelligence-series\/future-of-customer-experience.html\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">PwC<\/a>)<\/li>\n\n\n\n<li>88% of online consumers are less likely to return to a site after a bad experience. (<a href=\"https:\/\/www.sweor.com\/firstimpressions\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">SWEOR<\/a>)<\/li>\n\n\n\n<li>80% of customers say the experience businesses provide is just as important as their products and services. (<a href=\"https:\/\/www.salesforce.com\/form\/marketingcloud\/conf\/state-of-the-connected-customer-2nd-edition-mc\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Salesforce<\/a>)<\/li>\n\n\n\n<li>Customers who had the best past experiences spend 140% more than those who had the poorest past experiences. (<a href=\"https:\/\/hbr.org\/2014\/08\/the-value-of-customer-experience-quantified\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Harvard Business Review<\/a>)<\/li>\n\n\n\n<li>Efforts to improve customer experience can decrease customer care costs by up to 33%. (<a href=\"https:\/\/hbr.org\/2014\/08\/the-value-of-customer-experience-quantified\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Harvard Business Review<\/a>)<\/li>\n\n\n\n<li>Differences in net promoter score explain 10-70% of the differences in revenue growth between direct competitors. (<a href=\"https:\/\/www.netpromotersystem.com\/about\/numbers-behind-the-net-promoter-system\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Bain &amp; Company<\/a>)<\/li>\n\n\n\n<li>80% of consumers are more likely to make a purchase when the business offers personalized experiences. (<a href=\"https:\/\/www.epsilon.com\/us\/about-us\/pressroom\/new-epsilon-research-indicates-80-of-consumers-are-more-likely-to-make-a-purchase-when-brands-offer-personalized-experiences\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Epsilon<\/a>)\u00a0<\/li>\n\n\n\n<li>Customers tell an average of 9 people about positive experiences, but an average of 16 people about negative experiences. (<a href=\"https:\/\/www2.deloitte.com\/content\/dam\/Deloitte\/us\/Documents\/process-and-operations\/us-cons-the-true-value-of-customer-experiences.pdf\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Deloitte<\/a>)\u00a0<\/li>\n\n\n\n<li>81% of companies view customer experience as a competitive differentiator. (Dimension Data)<\/li>\n\n\n\n<li>90% of CEOs believe customers have the biggest impact on company strategies. (<a href=\"https:\/\/www.pwc.co.uk\/ceo-survey.html\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">PWC<\/a>)<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-customer-experience-matters-now-more-than-ever\">Customer experience matters now more than ever<\/h2>\n\n\n\n<p>As time goes on, the customer experience matters more and more. In our new digital age, customers are looking for seamless experiences enabled by technology.&nbsp;&nbsp;<br><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>67% of customers say their standard for good experiences is higher than ever. (<a href=\"https:\/\/www.salesforce.com\/form\/marketingcloud\/conf\/state-of-the-connected-customer-2nd-edition-mc\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Salesforce<\/a>)<\/li>\n\n\n\n<li>81% of businesses compete primarily on customer experience. (<a href=\"https:\/\/www.gartner.com\/en\/marketing\/insights\/articles\/key-findings-from-the-gartner-customer-experience-survey\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Gartner<\/a>)<\/li>\n\n\n\n<li>67% of business leaders believe their business will no longer be competitive without embracing digital transformation. (<a href=\"https:\/\/www.gartner.com\/smarterwithgartner\/mobilize-every-function-in-the-organization-for-digitalization\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Gartner<\/a>)\u00a0<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-how-businesses-are-falling-short-nbsp\">How businesses are falling short&nbsp;<\/h2>\n\n\n\n<p>The stats show that customer experience is crucial for businesses. Unfortunately, it seems that many businesses are falling short of customer expectations.&nbsp;<br><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>51% of customers say most businesses fall short of their expectations for a great customer experience. (<a href=\"https:\/\/www.salesforce.com\/form\/marketingcloud\/conf\/state-of-the-connected-customer-2nd-edition-mc\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Salesforce<\/a>)<\/li>\n\n\n\n<li>82% of consumers are disappointed by brands. (<a href=\"https:\/\/go.oracle.com\/LP=83814?elqCampaignId=217114&amp;src1=:em:eo:ie:pt:SEV100819466\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Oracle<\/a>)<\/li>\n<\/ul>\n\n\n\n<p>While lots of businesses understand the need for digital transformation, their operations are simply not there yet.&nbsp;<br><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>72% of corporate strategists say their company digital efforts are missing revenue expectations. (<a href=\"https:\/\/hbr.org\/sponsored\/2018\/11\/every-organizational-function-needs-to-work-on-digital-transformation\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Harvard Business Review<\/a>)\u00a0<\/li>\n\n\n\n<li>70% of employees lack mastery over the skills they need to do their job. (<a href=\"https:\/\/www.gartner.com\/smarterwithgartner\/mobilize-every-function-in-the-organization-for-digitalization\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Gartner<\/a>)<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-mobile-experiences-matter-nbsp\">Mobile experiences matter&nbsp;<\/h2>\n\n\n\n<p>Nowadays, customers are searching for solutions on their smartphones. It\u2019s up to businesses to adapt and make sure they\u2019re delivering fantastic mobile experiences.&nbsp;<br><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>52% of website traffic happens on mobile devices. (<a href=\"https:\/\/www.statista.com\/statistics\/277125\/share-of-website-traffic-coming-from-mobile-devices\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Statista<\/a>)<\/li>\n\n\n\n<li>90% of customers have had poor experiences seeking customer service support on mobile devices. (<a href=\"https:\/\/www.softwareadvice.com\/resources\/improve-cx-with-mobile-support\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Software Advice<\/a>)<\/li>\n\n\n\n<li>84% of CIOs focus on the mobile customer experience. (Vision Critical)<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-customers-want-better-interactions-with-businesses-nbsp\">Customers want better interactions with businesses&nbsp;<\/h2>\n\n\n\n<p>Anyone who\u2019s called a business but got left on hold or went straight to voicemail knows that customer interaction is a key part of the customer experience. In 2022, customers aren\u2019t satisfied with just phone and email. Customers are looking for convenient messaging options like livechat, text messaging, Facebook messenger, Google messenger, Instagram messenger and more. Of course, they are also looking for the human touch.&nbsp;<br><gwmw style=\"display:none;\"><\/gwmw><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Only 14% of customers report being happy with business communication. (EY)<\/li>\n\n\n\n<li>59% of customers feel that brands have lost touch with the human element of customer experience. (<a href=\"https:\/\/www.pwc.com\/us\/en\/services\/consulting\/library\/consumer-intelligence-series\/future-of-customer-experience.html\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">PwC<\/a>)<\/li>\n\n\n\n<li>79% of businesses say live chat has a positive effect on sales, revenue, and customer loyalty. (Kayako)\u00a0<\/li>\n\n\n\n<li>66% of customers use at least three different communication channels. (Microsoft)<\/li>\n\n\n\n<li>60% of customers want human interaction. (<a href=\"https:\/\/go.oracle.com\/LP=83814?elqCampaignId=217114&amp;src1=:em:eo:ie:pt:SEV100819466\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Oracle<\/a>)<\/li>\n\n\n\n<li>59% of customers say tailoring <a href=\"https:\/\/birdeye.com\/messaging\/\">interactions<\/a> based on past engagement is key to winning their business. (<a href=\"https:\/\/www.salesforce.com\/form\/marketingcloud\/conf\/state-of-the-connected-customer-2nd-edition-mc\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Salesforce<\/a>)<\/li>\n<\/ul>\n\n\n\n<p>While customers are looking for the human touch, there is still room for businesses to use automation. While chatbots can\u2019t completely replace your employees, they can help to complement the experience. A chatbot can be used to answer simple questions and free up time for your customer service team.&nbsp;<br><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>25% of businesses will use virtual assistants or chatbot technology. (<a href=\"https:\/\/www.gartner.com\/en\/newsroom\/press-releases\/2018-02-19-gartner-says-25-percent-of-customer-service-operations-will-use-virtual-customer-assistants-by-2020\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Gartner<\/a>)<\/li>\n\n\n\n<li>57% of businesses agree that chatbots deliver a large ROI with minimal effort. (<a href=\"https:\/\/www.accenture.com\/_acnmedia\/pdf-77\/accenture-research-conversational-ai-platforms.pdf\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Accenture<\/a>)<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-deliver-a-fantastic-customer-experience-with-birdeye-nbsp\">Deliver a fantastic customer experience with Birdeye&nbsp;<\/h2>\n\n\n\n<p>Want to get started delivering a great customer experience? Birdeye\u2019s all-in-one platform can help. With Birdeye, you can deliver the human touch to website visitors with a <a href=\"https:\/\/birdeye.com\/blog\/website-chat\/\">Livechat<\/a> solution. You can also collect quality feedback from your customers via <a data-type=\"URL\" data-id=\"https:\/\/birdeye.com\/surveys\/\" href=\"https:\/\/birdeye.com\/surveys\/\">surveys<\/a> and natural language processing insights.\u00a0<br><gwmw style=\"display:none;\"><\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><a href=\"https:\/\/birdeye.com\/resources\/guides\/how-to-get-more-google-reviews-a-no-nonsense-guide\/\"><img decoding=\"async\" width=\"1024\" height=\"264\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/How-to-get-more-Google-reviews-1024x264.jpg\" alt=\"Download free guide on how to get more google reviews.\" class=\"wp-image-31459\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/How-to-get-more-Google-reviews-1024x264.jpg 1024w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/How-to-get-more-Google-reviews-300x77.jpg 300w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/How-to-get-more-Google-reviews-768x198.jpg 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/How-to-get-more-Google-reviews-1536x397.jpg 1536w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/How-to-get-more-Google-reviews-810x209.jpg 810w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/How-to-get-more-Google-reviews-1140x294.jpg 1140w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/How-to-get-more-Google-reviews.jpg 1646w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>Customer experience is the key to growing your business this year and beyond. The numbers show that customer experience matters more than traditional differentiators like price and brand. Let\u2019s explore some statistics that show how businesses can deliver great customer experience in 2026.\u00a0 What is customer experience?&nbsp; Customer experience is your customer\u2019s perception of your [&hellip;]<\/p>\n","protected":false},"author":92,"featured_media":28548,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[8537],"tags":[],"class_list":["post-28544","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.5 (Yoast SEO v26.5) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>30 customer experience statistics for 2026 | Birdeye<\/title>\n<meta name=\"description\" content=\"Customer experience is the biggest differentiator in today&#039;s world. 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