35 essential customer experience statistics for 2024

Did you know that 63% of customerswould switch to a competitor after only one or two negative customer support experiences? That's how important customer service is for your business.

In this blog, we'll dive into some customer experience statistics that highlight the importance of focusing on your customers' needs and expectations. These insights will help you identify key trends and areas for improvement, enabling you to elevate your customer service strategy.

Key customer experience trends

We've laid out some key customer experience statistics that shed light on consumer preferences, behaviors, and challenges, providing you with valuable insights to enhance your customer interactions.

1. Phone support and email assistance are the most prevalent customer support methods, utilized by 51% and 42% of businesses, respectively. (Zoom, 2024)
2. Companies showcasing the correlation between customer satisfaction and growth, margin, and profitability are 29% more likely to attract additional CX funding. (Gartner)
3. Eighty-six percent of customer service leaders across all major industries say improving customer experience is their top priority. (Gartner)
4. Sixty two percent of customers prefer human interaction for customer support over digital. (Qualtrics)
5. For 63% of consumers, bad CX leads to negative word of mouth, potentially causing a company to lose a customer - and their family and friends. (Verint)

Customer expectations from CX

Customers today have high expectations for their experiences with businesses. They demand intuitive user interfaces, interactive support options, minimal queue times, exceptional service, and high-quality products.

1. Eighty-five percent of consumers believe that short wait times should be a fundamental part of the support experience, yet only 51% experience short wait times. (Zoom, 2022)
2. Consumers are increasingly interested in video support. Over half are open to using live video for assistance, yet only 24% have actually utilized live video support. (Zoom, 2022)
3. Ninety percent of consumers believe customer support should offer accurate resolutions and have knowledgeable representatives. (Zoom, 2022)
4. Eighty-two percent of customers say that customer support agent demeanor is an important element of an effective contact center experience. (CFI Group)
5. Eighty percent of customers believe that companies should improve customer experiences, especially given the vast amount of data they collect. (Salesforce)
6. Almost 90% of buyers believe that a company's customer experience is just as important as its products or services. (Salesforce)
7. Sixty-five percent of surveyed consumers ranked quick response times as the most or second most important aspect of a good customer experience. (Verint)

Why investing in CX is worth it

By enhancing CX, businesses can significantly boost conversion rates, increase customer retention, and improve their brand image. Satisfied customers are more likely to return, make repeat purchases, and recommend the brand to others, leading to higher revenue and long-term growth.

1. Seventy-nine percent of consumers who had a positive support experience would recommend the company to others. (Zoom, 2022)
2. After a positive customer support experience, 60% of customers would write a positive online review. (Zoom, 2022)
3. Eighty-seven percent of customers are more than twice as likely to buy from a company following a positive customer experience than after a negative one. (Zoom, 2022)
4. Customers are 2.7 times more likely to return after a positive digital support experience. (Qualtrics)
5. Sixty-five percent of customers have cut spending with companies that fail to meet their CX standards. (Broadridge)
6. Eighty percent of consumers are more likely to become repeat customers with companies that offer exceptional customer experiences on digital channels. (Verint)

Communication channels and customer experience

Think about how you prefer to reach out to businesses - do you pick up the phone, shoot them an email, or maybe drop a message on social media? Let's take a quick look at the different channels people use and how they affect buying decisions.

1. Sixty-seven percent of consumers used chatbotsat least once in 2022. (Zoom, 2023)
2. In 2022, phone calls were the most frequently used customer service channel, with 72% of customers relying on them. (CFI Group)
3. As of 2022, 27% of customers prefer email for support, while 15% opt for online chat. (CFI Group)
4. Fifty-three percent of consumers between the ages of 18 and 45 prefer contacting a company via digital channels over the phone. (Verint)
5. Nearly three-quarters of consumers (74%) say they'd utilize a chatbot if it led to quick resolution. (Zoom, 2024)
6. Seventy-two percent of customers have utilized self-service portals, while 55% have interacted with self-service chatbots. (Salesforce)

Personalization in customer experience

You walk into your favorite coffee shop, and before you even order, the barista knows your name and your usual drink. This experience makes you feel valued, right? The same idea applies to other CX environments. Personalizationis all about tailoring interactions to each customer's preferences, behaviors, and needs.

Let's look at some numbers to understand the impact of personalization in shaping customer experiences.

1. Sixty-one percentof customers say they're willing to spend more with a company that offers a customized experience. (Medallia)
2. Eighty-two percent of consumers say personalized experiences influence the brand they choose at least half the time when shopping. (Medallia)
3. Eighty-one percent of consumers want companies to personalize their experience based on the information the company has about them. (Broadridge)

AI and automation in customer experience

From chatbots offering real-time assistance to sophisticated recommendation systems, businesses are leveraging AIto create seamless and efficient customer journeys.

1. Seventy-two percent of frequent chatbot users are more likely to write a positive review after their interaction. (Zoom, 2023)
2. Fifty-three percent of consumers said they felt positively about a company using AI in customer support after reviewing potential benefits. (Zoom, 2024)
3. Brands using conversational AI technology achieve an average self-service rate of 61%. (Zoom, 2022)
4. More than half of consumers (58%) expect AI to improve customer support by offering round-the-clock availability. (Zoom, 2024)
5. Nearly half of companies (48%) have found that AI helps provide better experiences for customers. (IBM)
6. Ninety-two percent of businesses report embracing AI-powered personalization to tailor experiences for individual customers. (Medallia)
7. Forty-seven percent of marketing leaders say they use AI to uncover frequent customer journeys. (Statista)
8. Thirty-five percent of organizations are training and reskilling employees to work with new AI and automation software and tools. (IBM)

Great CX nurtures growth

Providing fantastic CX is no longer a nicety; it's a necessity. By prioritizing CX, you can build stronger relationships with your customers, leading to increased loyaltyand sustainable business growth.

Zoom Contact Centerredefines customer engagement with intelligent self-service through Zoom Virtual Agent, a conversational AI chatbot solution that helps to provide instant resolution 24/7 and reduce call volume. Plus, it can help improve the quality of agent performance and engagement with Zoom Workforce Engagement, all with the ease of one unified communications experience. This single platform approach allows agents to seamlessly collaborate with back-office experts on Zoom Workplacewhile engaging with customers via chat, video, or phone within Zoom Contact Center.

Request a demoto see how Zoom Contact Center can transform your customer interactions.