Customer Experience6 min read

Customer Experience Statistics Leaders Should Know

The research on customer experience points the same direction again and again: experience drives loyalty, and people still matter.

The Short Answer

Key customer experience statistics: in PwC’s 2025 survey of 5,511 U.S. consumers, 52% said they stopped using or buying from a brand after a bad experience with its products or services, 29% stopped because of poor customer experience and 86% said human interaction is moderately or very important. Qualtrics XM Institute found consumers decreased spending after 38% of very poor experiences and estimated $3.8 trillion in global sales at risk from bad experiences in 2025.

These are the statistics I find most useful when talking with leaders about customer experience. Each one links to its original source.

For the bigger picture, read What Is Customer Experience?.

Bad experiences cost customers

The Cost

What bad experiences do

  1. 52% of U.S. consumers stopped using or buying from a brand after a bad experience with its products or services. PwC, 2025
  2. 29% stopped using or buying from a brand due to poor customer experience, online or in person. PwC, 2025
  3. Consumers decreased spending after 38% of very poor experiences and stopped spending entirely after 15%. Qualtrics XM Institute, 2025
  4. An estimated $3.8 trillion in global sales is at risk from bad experiences in 2025. Qualtrics XM Institute, 2025

People still want people

The Human Side

Why people matter

  1. 86% of consumers say human interaction is moderately or very important in their brand experience. PwC, 2025
  2. 58% of consumers say they are only somewhat or not at all comfortable using AI tools to engage with brands. PwC, 2025

Leaders and customers see loyalty differently

The Gap

Executives vs. customers

  1. About nine out of 10 executives say customer loyalty has grown in recent years, but only four in 10 consumers say the same. PwC, 2025
  2. 70% of executives say customer expectations are evolving faster than their company can adapt. PwC, 2025

Employees shape the experience

The Inside

Employee experience statistics

  1. Only 31% of U.S. employees were engaged at work in 2025. Gallup
  2. Only 22% of employees say they get the right amount of recognition. Gallup and Workhuman

What to do with these numbers

The pattern is clear: bad experiences cost customers, people still want human moments and the experience starts with employees. See How to Improve Customer Experience and Employee Experience Drives Customer Experience.

Customer experience is the focus of The Power of Small Moments. Browse all Customer Experience articles, and see Patient Experience Statistics.

Your Takeaway

Bad experiences cost customers: 52% of U.S. consumers stopped buying from a brand after a bad product or service experience. People still want people: 86% say human interaction matters. And experience starts with employees, only 31% of whom are engaged.

Questions

Frequently asked questions

What percentage of customers leave after a bad experience?
In PwC’s 2025 survey, 52% of U.S. consumers said they stopped using or buying from a brand after a bad experience with its products or services.
Do customers still want human interaction?
Yes. PwC found 86% of consumers say human interaction is moderately or very important in their brand experience.
How much revenue is at risk from bad customer experiences?
Qualtrics XM Institute estimated $3.8 trillion in global sales at risk from bad experiences in 2025.
How does employee engagement relate to customer experience?
Employees create most customer interactions, and Gallup found only 31% of U.S. employees were engaged in 2025.
Chris Sund seated with his book You Are Capable of More

The Book

You Are Capable of More

A No-Excuses Guide to Becoming Your Best Self. The bestselling book behind Chris’s keynotes and the 2026 Paris Book Festival winner in the How-To category. Many teams hand a copy to every seller at their kickoff.

About the BookBulk Orders for Teams
Bring This to Your Team

Bring this to
your team.

Chris Sund speaks on this in The Power of Small Moments, for conferences, leadership teams and company meetings.

Check AvailabilityMore Customer Experience Articles

All Customer Experience Articles

Keynote, breakout or virtual · Response within one business day

Keep Reading
CXWhat Is Customer Experience?CXHow to Improve Customer ExperiencePatientPatient Experience Statistics for 2026CXAI and Customer ExperienceCXEmployee Experience Drives Customer ExperienceTopicAll Customer Experience Articles
Chris Sund, keynote speaker and author of You Are Capable of More

Chris Sund
President and COO of Uniti Med, GQR Healthcare and Nebula. Bestselling author of You Are Capable of More, winner of the How-To category at the 2026 Paris Book Festival, and a contributor to Inc. and Forbes.

More About ChrisInc. ArticlesForbes CouncilBook Chris to Speak