25 celebratory customer experience facts for #CXday


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  1. 98% agree with the statement “customer experience is a great profession to be in.” Source: State of CX Profession, 2014
  2. Customers who engage with companies over social media spend 20%-40% more money with those companies. Source: Elan Media
  3. 64% say customer experience is more important than price when deciding who gets their business. Source: SDL
  4. 85% find it frustrating when a company’s website is not configured for mobile phone browsing. Source: Dialogue Marketing
  5. 89% of consumers began doing business with a competitor following a poor customer experience. Source: Google
  6. 68% – Amount of customers who leave brands due to attitude of indifference by staff. Source: How to Win Customers and Keep Them, Michael Leboeuf
  7. 82% agree that their executive team is committed to their company’s customer experience goals, up from 77% last year. Source: State of CX Profession, 2014
  8. 26 – the number of customers who remain quiet for every 1 who complains. Source: White House Office of Consumer Affairs
  9. £200 Billion: Lost revenue due to poor customer experience. Source: SDL
  10. It costs 6x more to attract a new customer than it does to keep an old one. Source: Understanding customers by Ruby Newell-Legner
  11. 81% plan to put more effort into their CX measurement and metrics, followed by 78% for customer insights and analytics and 73% for voice of the customer programs. Source: State of CX Profession, 2014
  12. 90% of customer experience decision makers say that a good experience is critical to their success; 63% think the importance of the customer experience has risen. Source: Forrester Research
  13. Good luck to you if your website has not loaded after just 3 seconds. Source: Google
  14. 44% of Millennials expect the experience to be the same regardless of channel. Source: SDL 5 Truths
  15. 95% customers who will do business with you again if you resolve complaints immediately. Source: Lee Resource, Inc
  16. 20 languages are required to reach 80% of online population. SDL
  17. 72% of consumers have a more favorable view of a company if they provide a customer service app. Source: Nuance
  18. The revenue impact from a 10 percentage point improvement in a company’s customer experience score can translate into more than $1 billion. Source: The Business Impact of Customer Experience
  19. 13 percent of dissatisfied customers tell more than 20 people. Source: Google
  20. 12 – the number of positive experiences it takes to make up for one poor one. Source: understanding customers – Ruby Newell-Legner
  21. Brand Advocates are 82% more effective than mediocre advertising. Joe Pack
  22. 2 years is how long a customer will avoid your brand after a bad experience. Source: Zendesk
  23. 50% will tell their friends and family of their negative experience. Source: Google
  24. 36 % of Millennials spend money based on a brand’s mobile offerings. Source: Mobile Marketer
  25. 73% of people surveyed wouldn’t care if the brands they used disappeared from their lives.
    Source: Co.Exist


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