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24 Customer Experience (CX) Statistics for 2024

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24 Customer Experience (CX) Statistics for 2024

Apr 22, 2024
8 min read

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Over the years, customer experience has shifted significantly. It’s moved from simple, direct interactions to a complex blend of technology and personal touch. 

Businesses have learned the importance of mixing quick, automated services with the genuine understanding that comes from human support. 

We’re also seeing companies take an organization-wide approach to improve customer experience – where they’re involving teams like sales, marketing, and finance (not just customer support) in improving customer satisfaction.

In this blog, we’ll take a look at 24 customer experience statistics and trends that businesses must understand and adapt to in 2024. 

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Table of Contents

What is Customer Experience?

Customer Experience (CX) refers to the overall perception and feelings a customer develops across all their interactions with a company. It encompasses every touchpoint a customer has with a company, from navigating the website, interacting with customer service, purchasing and using the product or service, to after-sales support. 

The quality of customer experience is determined by the degree to which customers’ needs and expectations are met or exceeded, and this significantly influences factors such as customer satisfaction, loyalty, retention, and advocacy. 

Key Aspects of a Great Customer Experience

Here are some key aspects of delivering a great customer experience (CX): 

  • Customer Journey: Understanding the customer’s journey from awareness and consideration to purchase, and post-purchase stages. This involves mapping out all the touchpoints and ensuring a smooth, consistent experience throughout.
  • Personalization: Tailoring interactions and communications to the individual needs and preferences of the customer to make their experience more relevant and engaging.
  • Customer Feedback and Insights: Regularly collecting and analyzing feedback to understand customers’ needs, expectations, and perceptions. This includes tracking metrics like Net Promoter Score (NPS),Customer Satisfaction (CSAT),and Customer Effort Score (CES).
  • Employee Engagement: Ensuring that employees are motivated, trained, and equipped to deliver excellent customer service. Happy employees are more likely to create happy customers.
  • Quality and Reliability: Offering high-quality products and reliable services that meet or exceed customer expectations.
  • Emotional Connection: Building an emotional connection with customers through positive experiences, storytelling, and brand alignment. Customers who feel emotionally connected to a brand are more loyal and likely to recommend it to others.
  • Technology Integration: Using technology to enhance customer experience. This includes AI, chatbots, CRM systems, and data analytics – all of which can help anticipate customer needs and offer personalized solutions.

Top Customer Experience Trends That Will Help Drive Revenue 

24 Customer Experience Statistics and Trends

Here are some key customer experience statistics that businesses must consider. 

Improving Service Quality to Meet Customer Expectations

Today’s consumers have a plethora of options and want exceptionally high standards of service. Companies that fail to meet these expectations risk losing out to competition. Continuously enhancing the quality of customer service is a must-do. 

Whether it’s through offering convenient self-service options, extending support beyond standard business hours, or employing other innovative strategies, businesses must actively find ways to elevate their service.

  1. The Link between Loyalty and Customer Experience: A staggering 72% of customers switch brands following ONE negative experience. This stat highlights the importance of every support and brand interaction. Businesses must prioritize exceptional service to prevent churn and maintain a positive reputation. (State of Customer Support report
  1. The Human Touch in Support: Despite advancements in technology, 52% of support professionals note that their customers prefer human-only interactions. This highlights the enduring value of empathy and personal connection in customer service, even in an increasingly digital world. (AI vs Human in 2024 Report)
  1. Demand for Quality Interactions: 52% of customers want fast, personalized, and interactive customer support. This reflects customers’ growing expectations for high-quality service that is tailored to their specific needs. (State of Customer Support Report
  1. Extended Support Hours: A significant 76% of companies now provide customer support beyond traditional business hours, showing their commitment to being available whenever customers need assistance. (Customer Service Benchmark Report
  1. Tele Support Prevalence: An impressive 83% of customer service teams offer telephone support. This shows that many businesses still prioritize direct communication with customers over the phone as a reliable means of assistance. (Customer Service Benchmark Report) 
  1. CSAT as a key KPI: For 41% of support teams, the Customer Satisfaction Score (CSAT) is the most important Key Performance Indicator (KPI). (Customer Service Benchmark Stats
  1. Analyzing Support Tickets: More than half (51%) of modern-day support teams analyze support tickets to gather insights and feedback from customers, demonstrating a proactive approach to improving their services based on customer experiences. (Hiver: Customer Service Benchmark Report

Integrating Multi-Channel and Self-Help Solutions

As customers embrace a variety of communication methods, businesses are increasingly adopting multi-channel support strategies. This approach involves being active and responsive across several platforms such as email, live chat, social media, and phone to cater to customer preferences. 

Offering self-service options like knowledge bases is also crucial. It empowers customers to find answers quickly and reduces the burden on support teams. 

  1. Preferred Communication Channels: 77% of customers prefer email and 63% use live chat to communicate with brands. It’s clear from this that different customers prefer different communication channels. As a business, it’s important to know which channels your customers use and ensure you are active on these channels. (Hiver’s State of Customer Support report
  1. More Demand for Self-Service: Customers have increasingly started to use self-service options like knowledge bases. In fact, one study found out that 40% of consumers now favor self-service over human contact for support. Knowledge bases empower customers to find answers independently and in turn reduce support costs. (Source: SuperOffice)
  1. Multichannel Support: 60% of companies are using more than three communication channels to provide support, highlighting the importance of being accessible to customers through various platforms like chat, email, phone, and social media. (Hiver: Customer Service Benchmark Report
Hiver Research Report: Customer Support Survey

Prioritizing Quick Resolution in Customer Support

Companies are increasingly focusing on reducing wait time and accelerating response time to meet customer expectations for prompt service. By investing in training, adopting efficient technologies, and optimizing support processes, businesses can significantly improve resolution times. 

  1. Long Wait Times is a Red Flag: 39% of customers express dissatisfaction over long wait times. This frustration highlights the importance of quick responses and efficient service in maintaining customer satisfaction and loyalty. (Hiver’s State of Customer Support report
  1. Expectation for Timely Resolutions: Around 52% of customers expect their queries to be resolved within a day, demonstrating their expectations for high-standard customer support. (State of Customer Support report)
  1. First Response Time Impact: Customer satisfaction rates peak at 84.7% when the first response time is between 5 to 10 seconds, highlighting the importance of responding as fast as possible to customers. (Source: Fit Small Business)
  1. Resolution Time Promise: Half of the companies (50%) aim to resolve customer issues in less than 6 hours, emphasizing the growing focus on speedy query resolution to keep customers satisfied. (Customer Service Benchmark Report
  1. Response Time Averages: The average response time for emails is 12 hours, while for social media inquiries, it’s 10 hours. However, live chat provides the fastest assistance, with customers receiving answers to their questions in just 2 minutes. (Source: SuperOffice

Adoption of AI in Customer Experience

Generative AI is changing customer service. Companies are using AI to understand and solve customer problems quickly. It helps customer service teams automate routine tasks, so that they can focus on helping customers better. This translates to better service for customers and less repetitive work for teams.

  1. AI Adoption for Customer Service: 43% of companies are either planning to implement or are already using AI to enhance customer service, highlighting its critical role in modern customer care strategies. (AI vs Human in 2024 Report
  1. Employee Perspective on Service Improvement: 68% of employees believe Generative AI will help them better serve customers (Source: Salesforce). 
  1. Chatbots Delivering Big Returns: A significant 57% of business leaders believe that conversational chatbots deliver a substantial return on investment (ROI) with minimal upfront costs. (Source: AIMultiple)
  1. AI’s Accuracy in Resolving Queries: According to 44% of support professionals, AI accurately solves customer questions, especially routine ones. It’s great for answering frequently asked questions, tracking orders, and scheduling appointments quickly and reliably. AI helps customers get the information they need fast. (AI vs Human in 2024 Report
  1. AI Benefits for Support Teams: A significant number of support professionals, 26%, value AI for its ability to handle routine tasks, while 22% appreciate its capability to anticipate customer needs. (AI vs Human in 2024 Report) 
Hiver Research Report: AI vs Human Touch in Customer Service 

AI vs Human: The Future of Customer Service in 2024

Customer Experience as a driver of Revenue Growth

Businesses must recognize that customer experience is not merely a cost centre but an investment. It serves as a key differentiator, enabling them to maintain quality of service while also driving customer loyalty and revenue. 

  1. Revenue Growth from CX Investment: Companies earning $1 billion annually can see an additional $700 million within 3 years of investing in CX, with potential revenue doubling for SaaS companies (Source: Temkin Group)
  1. Customer Experience as a Revenue Driver: Companies that shift their perspective on customer service, viewing it as a value center rather than a cost center, experience a remarkable 3.5 times increase in revenue growth. (Source: Accenture
  1. Willingness to Pay More: 86% of buyers are willing to pay more for a great customer experience, with a price premium of up to 13%-18% for luxury and indulgence services (Source: PWC)
  1. Explosive Growth in Customer Experience: The global Customer Experience (CX) Management market is poised for remarkable growth. Projections indicate that this market will experience a robust annual growth rate of 12.2% through 2028, reaching an impressive value of USD $20.4 billion. (Source: ReportLinker

Here are some key Customer Experience (CX) trends to watch out for in 2024:

  • Hyper-Personalization: CX will become increasingly personalized, with businesses leveraging data and AI to tailor experiences to individual customer preferences.
  • Voice and Chat-based Interfaces: Voice assistants and chatbots will play a more significant role in customer interactions, helping provide quick and convenient support.
  • Sustainability and Ethical CX: Customers will place greater importance on environmentally and socially responsible companies, driving the need for ethical CX practices.
  • CX Analytics: Advanced analytics will help businesses gain deeper insights into customer behavior and sentiment, enabling more informed decision-making.
  • Omnichannel Integration: Seamless integration across all customer touchpoints will be crucial for delivering consistent and cohesive CX.
  • Employee Experience (EX): Recognizing that happy employees lead to better CX, companies will invest in improving EX to indirectly enhance customer satisfaction.
  • Augmented Reality (AR) and Virtual Reality (VR): AR and VR will find applications in CX, enhancing product demonstrations, virtual shopping experiences, and more.

Deliver Exceptional Customer Experience

In today’s world, keeping customers happy isn’t just a good idea, it’s a must-have. They want smooth interactions, fast responses, and to feel valued. 

However, delivering amazing experiences takes teamwork and clear communication. 

That’s where Hiver steps in. We transform your Gmail into a customer service hub, making it easy for teams to work together, stay on top of every message, and answer questions in a flash. 

Imagine never missing a customer message, and putting a smile on every customer’s face. Hiver makes that a reality. Ready to see the difference?

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A passionate content marketer, Nidhi writes value-driven, actionable content for various teams such as customer service, finance, IT and HR. Her expertise lies in helping these teams engage, collaborate, and manage their workload better - by shedding insights on best practices and industry trends. When not working, you'll find her tuning in to marketing and support-related podcasts, while also planning her next vacation.

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