[2021 Data] 99 Customer Experience Stats & Trends Defining This Decade

The COVID-19 pandemic has shaken the world economy in a variety of ways. For one, it has significantly accelerated the process of digital transformation. The number of online customer interactions went through the roof.

This has forced lots of businesses to channel their resources towards delivering better online experiences. The customer-centric approach, backed with customer data and customer satisfaction metrics, is now the new paradigm.

However, only 17% of customers believe that brands listen to their feedback. Almost one in ten customers rate their recent customer experience as poor. And, not surprisingly, poor customer service is the primary reason behind customer churn.

Tidio surveyed 1,000+ consumers to explore customer experience trends that will define this decade.

Here’s some of what they found out:

  • Delivery time – 78% of online shoppers mention fast shipping as the most critical aspect of the online shopping experience.
  • Fast customer service – 44% of shoppers expect that the average response time from customer service should be below 5 minutes.
  • 55% of online shoppers aged 18-24 won’t buy from poorly performing websites (poor product photos and slow website loading times).
  • 46% of Gen Z buyers are willing to pay more for the same product if they can shop in their favorite online store.

A complete study with a list of 99 Customer Experience Statistics & Interesting CX Trends: 99 Customer Experience Statistics & Interesting CX Trends [2021].

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