40 Customer Experience Statistics for Service Businesses (2026)

Of consumers will pay more for a better customer experience.

Salesforce State of the Connected Customer

More revenue generated by companies that lead in CX vs. laggards.

Forrester CX Index

Of consumers stop doing business after one bad experience.

PwC Consumer Intelligence

Annual revenue lost by U.S. companies due to poor customer experience.

Accenture Strategy Report

Of companies that improve CX see revenue growth.

Dimension Data CX Benchmark

Higher revenue growth for CX leaders vs. competitors.

McKinsey CX Advantage Report

Of consumers have switched providers due to a poor scheduling experience.

Zendesk CX Trends

Of consumers expect immediate response to scheduling inquiries.

HubSpot Consumer Behavior

Of consumers say online booking makes a business feel more professional.

BrightLocal Consumer Survey

Of customers say the booking experience sets expectations for the service.

Salesforce Service Report

Of consumers prefer self-service booking as it feels more convenient.

Salesforce Connected Customer

Of clients cite scheduling convenience as key to loyalty.

Calendly Consumer Survey

Average Net Promoter Score (NPS) across service industries.

Retently NPS Benchmarks

Of companies believe they deliver great CX, but only 8% of customers agree.

Bain & Company CX Gap

Of customer churn is preventable with better CX.

Kolsky CX Research

Of dissatisfied customers tell 15+ people about their experience.

American Express CX Report

Of customers share positive experiences with 6+ people.

American Express Customer Service