Customer Experience Statistics

Most of us can recall a bad customer experience that colored our impression of a particular brand. In my case, I can still remember how it felt when a sales associate walked into my changing room as I tried on clothes. Although I found her conduct to be unprofessional, I was genuinely happy when she offered a discount off my next order. A positive customer experience is not just about avoiding such inconveniences, but also about how a company handles these issues. In fact, going the extra mile regardless of the situation is essential to thrive in today’s retail landscape. Moving beyond customers’ typical expectations to surprise and delight them can make the difference in being a successful or struggling retailer. So, what can retailers do to provide an outstanding customer experience? Here are the top 20 customer experience statistics that retailers need to be conscious of nowadays.

A great shopping experience needs to be time-efficient

  1. 66% of customers think that valuing their time is the most important element to consider to provide a good online customer service – Forrester
  2. “53% of customers will abandon a mobile site that takes over 3 seconds to load and for every second delay in mobile page load, conversions can fall by up to 20%” – Think with Google
  3. “69% attributed their good customer service experience to quick resolution of their problems” Zendesk

Convenience is the key to creating a memorable customer experience

  1. “The number one factor in delivering a great customer experience is not delighting customers, but reducing their efforts” – Harvard Business Review

Omnichannel experiences have become the new standard in today’s mobile-centric world  

  1. “89% of people are likely to recommend a brand after a positive brand experience on mobile” – Think with Google
  2. “61% of Internet users start shopping on one device but continue or finish on a different one ” – Think with Google

Today’s shoppers have numerous outlets to express their thoughts 

  1. “95% of consumers talk about poor customer service experiences with other people” – American Express
  2. “Happy customers who get their issues resolved tell about 4 to 6 people about their experience” – White House Office of Consumer Affairs

Customers read reviews, trust them, and are more knowledgeable than ever

  1. “81% of shoppers conduct online research before buying, and trust ratings and reviews over 3x more than traditional marketing” – Bazaar Voice
  2. “83 percent (think that reviews) are “important” or “extremely important” and 76 percent “always” or “often” use it when they shop online” – RIS News

The customer experience is increasingly an automated and personalized one

  1. “By 2020, 30 percent of web browsing sessions will be done without a screen” – Gartner
  2. “More than 85% of mobile marketers report success with personalization — higher engagement, revenue, conversions” – Forbes
  3. “By 2020, customers will manage 87% of their customer relationships without interacting with humans” – Gartner

Customers are wary about sharing their personal information

  1. “81 % of users don’t trust retailers with their data” – Opinion Lab Survey

Consumers expect more from their apps

  1. “1.5 million apps on the market did not pass the customer experience test” – Forbes

Retailers are ignoring a rich source of information

  1. “80% of data is dark and untouched meaning it’s never actually used to make improvements or changes deemed necessary by the customer” – Forbes

Poor experiences often lead to lost customers, while happier shoppers remain loyal

  1. “59% of the customers said a bad experience caused them to stop buying from the company” – Forbes
  2. “80% of businesses believe they provide excellent customer service, but only 8% of customers agree” – Forbes
  3. “Increasing customer retention rates by 5 percent could increase profits from 25 percent to 95 percent” – Harvard Business Review

Customer service translates to the bottom line

  1. “52% of customers said a good customer service interaction influenced them to purchase more from the company and 58% of those customers recommended the good companies to others ” – Forbes

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