20+ Customer Experience Statistics (2026)
Converge Team
Broad statistics on customer experience (CX) trends, including the ROI of CX investment, customer expectations, and the impact of support on business outcomes.
Key Highlights
- 86% of buyers willing to pay more for a better customer experience (PwC Customer Loyalty Survey, 2025)
- 3x More likely to repurchase after a positive support experience (Zendesk CX Trends Report, 2025)
- 33% of customers will switch after one bad experience (PwC Customer Loyalty Survey, 2025)
- $75 billion Lost by US businesses annually due to poor customer experience (Forrester CX Index, 2025)
- 4.8x Revenue growth for CX leaders vs CX laggards over 5 years (Forrester CX Index, 2025)
CX & Revenue
Customer Expectations
CX Investment Trends
Methodology & Sources
These statistics are compiled from the following industry reports and research:
- • PwC Customer Loyalty Survey
- • Zendesk CX Trends Report
- • Forrester CX Index
- • PwC Customer Loyalty Survey
- • Forrester CX Index
- • Bain & Company
- • Zendesk CX Trends Report
- • HubSpot State of Service
- • Salesforce State of Service
- • Gartner Customer Service Technology
- • Grand View Research
Frequently Asked Questions
Key stats: 86% of buyers willing to pay more for a better customer experience. 3x More likely to repurchase after a positive support experience. 33% of customers will switch after one bad experience. See all 20+ statistics on this page.
These statistics are sourced from industry reports including PwC Customer Loyalty Survey, Zendesk CX Trends Report, Forrester CX Index. Each statistic includes its specific source and year.
We update these statistics annually as new industry reports are published. The current data reflects 2025-2026 reports from major analytics providers and research firms.
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