Customer experience statistics you should know in 2025

A great customer experience, or CX, is key to creating brand loyalty, generating more sales, and retaining satisfied customers. Let’s look at some statistics that emphasise how important this experience can be.

More revenue

A powerful CX platform can go a long way towards improving the customer experience. 86% of customers would pay more for good CX, which can translate into increased revenue; what’s more, 49% of customers claim to have indulged in impulse buys due to enjoying a personalised customer experience.

Almost three-quarters of all customers say they will share positive experiences with at least six people, while 13% will share negative experiences with at least 15 people. Customer-centric companies are also typically 60% more profitable than those that don’t make this a high priority.

Recent statistics show that 73% of customers and consumers rate a good customer experience as an important factor in purchasing decisions. 43% would be willing to pay a greater price for more convenience, while 42% would willingly pay more if a welcoming and friendly experience is delivered.

What do customers value?

A specialist CX company, such as https://signal.co.uk/, helps businesses to understand what customers want. The following statistics also give valuable insight:

• 80% of consumers cite friendly service, knowledgeable help, convenience, and speed as major factors in a good customer experience.
• 91% of customers prefer to use the phone to contact businesses, while 85% prefer live chat; therefore, these should be priorities for businesses.
• 73% of customers believe customer experience is now the top priority when it comes to making purchasing decisions; what’s more, people have a 2.4 times greater likelihood of sticking with a business if any problems are resolved quickly.
• 48% of consumers expect some sort of special treatment as a reward for being a loyal customer.

On the flip side, around one in three consumers will not use a business again if they have a single bad experience.

Brands offering outstanding CX can typically earn 5.7 times more than competitors that provide a poor CX.