32 Customer Experience Statistics You Need to Know for 2018

32 Customer Experience Statistics You Need to Know for 2018

Post summary:

  • What is customer experience?
  • Customer experience is the new battlefield
  • The importance of multi-channel servicing

It seems that it was only yesterday that every business claimed the key to winning customers was in the quality of product or service they deliver.

But, things have changed…

Now it seems that an even more important factor for success has shown up.

In fact, all we hear these days is how important providing the best customer experience is.

Do you know why?

Let me explain.

When Econsultancy conducted their survey for Digital Marketing Trends, they asked companies to state the single most exciting opportunity for 2018.

The results?

Customer experience (or CX) came in first (beating content marketing and mobile marketing!).

Most exciting business opportunity is customer experienceIt’s no surprise that customer experience is so exciting.

As according to a Walker study, by the year 2020 customer experience will overtake price and product as the key brand differentiator.

Customer experience will overtake price and product

What is customer experience?

Customer experience is your customers’ perception of how the company treats them. These perceptions affect their behaviors and build memories and feelings and may drive their loyalty. In other words: if they like you and continue to like you, they are going to do business with you and recommend you to the others.

And for your customers to like you, you should know them very well to create and deliver personalized experiences that will entice their loyalty. But gaining this in-depth knowledge about customers isn’t something that just happens. It’s about collecting a lot of customer data (i.e.Voice of Customer data) and bring out valuable insights from that data with speed and precision.

No doubt, this is well worth the effort.

It doesn’t matter what kind of business you’re in – improving the experience for your customers is the key to increasing retention, satisfaction and sales.


Why improve customer experience?

(image source)

So, what has to be done for you to become a winner?

In this action-packed data-driven blog post, we will take a look at some of the most important customer experience statistics that will help you improve your business operations for the coming year.

Customer experience is the new battlefield

It’s highly unlikely that you want to do business with someone who treats you poorly.

How you feel after a phone call you’ve made to a customer service center affects your further decisions. According to Deloitte, 62% of companies view customer experience delivered by the contact centers as a competitive differentiator.

Therefore, if you want your customers to stay loyal, you have to invest in the experience. As a result, Gartner predicts that by 2018, more than 50% of organizations will redirect their investments to customer experience innovations.

So, where should you start?

According to the Gartner survey, companies that implement customer experience projects begin by focusing on ways they collect and analyze customer feedback. This is a great starting point for meeting your customers’ expectations.

The importance of multi-channel servicing will increase

Today companies interact with their customers across multiple channels – online, offline, via social media, etc.

In fact, Aberdeen Group Inc. claims that companies with the strongest omni-channel customer engagement strategies retain an average of 89% of their customers, as compared to 33% for companies with weak omni-channel strategies.

However, while customers may be positive and accept different service levels from different channels, they expect the communication to remain consistent, and that creates a real challenge.

Accenture found that 89% of customers get frustrated because they need to repeat their issues to multiple representatives. Moreover, 87% of customers think brands need to put more effort into providing a consistent experience, Kampyle claims.

As companies are expected to compete mainly on the basis of customer experience (Gartner research), it is one of the foremost tasks to ensure the consistent omni-channel communication.

In fact, according to PricewaterhouseCoopers, the demand for an omni-channel customer experience will be amplified by the need for near perfect execution, and the number of companies that invest jumps from 20% to more than 80%.

Omni-channel customer experience strategies to grow by 2020

Mobile customer experience is priority

When providing experience across different channels, it seems that mobile customer service is expected to soar. Why?

Well, because a bad mobile experience can do serious damage to your brand and end up in losses in business.  According to WOW Local Marketing, 52% of customers are less likely to engage with the company because of bad mobile experience.

Poor mobile experience leads to poor customer experience

That’s why 84% of companies, who claim themselves to be customer-centric focus on the mobile customer experience.

It’s no longer the question whether the mobile experience is important or not. We already know it is!

By 2018 mobile search will generate 27.8 billion more queries than desktop search.

However, it seems that companies have been a bit slow to adapt, with 90% of customers saying they have had poor experience seeking customer support on mobile, according to Software advice.

Customers experience poor navigation from mobile search

This is a gap that needs to be taken care of, as more than 65% of customers aged 18-44 use mobile to seek for service more than once a month.

Customer frustration will lead to churn

What happens if you fail to provide positive customer experience?

Simple. Customers will be frustrated.

According to Esteban Kolsky, if the customers are not satisfied, 13% of them will tell to 15 or even more people that they are unhappy. On the other hand, 72% of customers will share a positive experience with 6 or more people.

67% of customers mention bad experiences as a reason for churn, but only 1 out of 26 unhappy customers complain.

The rest, they just leave, Kolsky claims.

Customers who complain over a bad customer experience

The lesson that we can learn here is that the absence of negative feedback is not a sign of satisfaction. Indifferent attitude to your customers might lead to them leaving and even worse –sharing the bad experiences with others.

Self-service help will be the first choice

In 2018 companies should ensure that customers are able to find answers to their questions using an assortment of self-service options, as 50% of customers think it’s important to solve product or service issues themselves and 70% expect a company’s website to include a self-service application.

Self service becoming more important to customers

Self-service adoption will continue to increase. Gartner predicts that by 2020 a customer will manage 85% of the relationship with an enterprise without interacting with a human, so make sure to give your customers the direction and tools they need to accomplish tasks themselves.


Since 89% of businesses are soon expected to compete mainly on customer experience, organizations that take customer experience seriously will stand out from the noise and win loyal customers over.

One thing for sure, in order to deliver an excellent customer experience, you have to know your customers better than ever before. This means creating complete customer profiles that help you understand and measure your customers’ behaviors at every touch point across multiple channels. To achieve this, you a CRM strategy.

Once you know your customers well enough, you can use that knowledge to personalize every interaction. Customers these days have more power and choice than ever before. Thus, you are responsible for understanding and acknowledging their needs.

If you make sure their interaction with your company is smooth, pleasant and continuously improving, you will drive brand loyalty. If not, you’ll give your competitors the best gift – your customers.

Are there any important customer experience statistics we missed in this post?

Let me know by leaving a comment below.

P.S. If you got something valuable from these customer experience statistics, please remember to Tweet about it here!

Customer service benchmark report link to guide

Customer Service

About Toma Kulbytė

Toma Kulbytė

Toma is a content marketing specialist at SuperOffice. As a former Communications Manager and graduate from the University of Oslo, Toma likes to write about all things CRM. You can connect with Toma on LinkedIn.


Anna Catché

about 3 years ago

Great posting, very interesting. Contrats! Just to know if study was also applies to social médias ?


Steven MacDonald

about 3 years ago

Hi Anna, these customer experience statistics will apply to social media as a great customer experience can be delivered in all communication channels.


Charles Wattson

about 3 years ago

If you Improve the experience for your customers no matter what kind of business you have, can be the key for increasing sales and customer loyalty.



about 2 years ago

I agree with brands having a great success rate solely on the customer experience they offer. Replying to customers’ queries in little time help businesses retain their customers.


Gloria John

about 2 years ago

Customer experience - especially for online businesses the most important factor in the growth of business. There are several ways to boost experience. Liked the article. It is very impressive and well explained!


Chris McNeil

about 2 years ago

Nice post, it certainly makes the case for focusing on customer experience. This will be a paradigm shift for many businesspeople!


Sanjib Choudhury

about 2 years ago

The main objective of any company is to provide better customer experience and its continues improvement as per today's requirements to meet customer's expectations. Its more of psychological thoughts of customers which depend on the quality of products and services they receive and mainly how they have been treated as a customer in the competitive market



about 1 year ago

When providing experience across different channels, it seems that mobile surveys and experience are preferred. Certainly, survey tools like qualroo, survey monkey, etc., offer a wide range of survey distribution methods to collect customer data as well as advanced reports to bring out valuable insights with accuracy.


Osheen Suzanna John

about 1 year ago

Really good work with this blog, up to date with stats and the content is unique. Appreciate it.


James Gornall

about 1 year ago

Really interesting read. I agree that mobile customer experience is a priority and I think more people should be concentrating on mobile marketing in the coming years.


Gerda Johannson

about 1 year ago

I like the statistics mentioned here!



about 1 year ago

Great list of statistics. I reference them a lot.


Jennifer Fernando

about 9 months ago

Thank your for sharing such a nice article full of CX stats!


Ivan R

about 9 months ago

Thank you for the useful article and good stats on good CX


Robyn Hatfield

about 9 months ago

Great article! It's scary to see that 25/26 customers that leave won't say anything. I would love to see this broken down by generation.


Len Ashby

about 8 months ago

Back in 1981 Jan Carlzon, then CEO of Scandinavian Airlines, wrote the definitive work on Moments of Truth, turning complaints into opportunities to win devotees and advocates. In today’s online world, where complaints spread faster than Athlete’s Foot, it is even more important to listen to and address complaints. Most importantly, once addressed, complainants become advocates, according to Carlzon. So, customer's need to feel they have a meaningful way to complain - and seek redress.


Steven MacDonald

about 8 months ago

Great comment, Len! Even though Carlzon wrote that back in 1981, it's still just as relevant as it is today. Just goes to show that some things never change!


Anne Bosch

about 7 months ago

Great article Toma. Customer experience is the most important priority for any business. Evolving demand of customer self service at their own convenience has raised the use of technology to solve their queries. This also help to retain the customers easily and earn their loyalty.



about 5 months ago

Nice article !! I completely agree about mobile customer experience priority for any kind of business. It helps us to nurture good relationships with our customers. Thanks a lot for sharing this, keep guiding us!


Clive Watkins

about 4 months ago

A better customer experience will bring customer retention, which will bring more revenue for the company and, a better customer experience for customers will ensure the customer will have a long association with the brands and a positive word-of-mouth.


Benny Sortini

about 4 months ago

Thanks for sharing this article on customer experience. I appreciate it. The customer experience plays an important role in building long term relationships between customers and brands.



about 4 months ago

Great stuff, Toma. You have put together all the key-trends and statistics that are essential to make a decision and formulate a CX strategy. Thank you.


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