Customer Experience In The Watch Industry Statistics

80% of consumers say the experience a company provides is as important as its products/services [1]

59% of consumers will switch to a competitor after multiple bad experiences [1]

52% of customers say their expectations are higher than ever [1]

70% of consumers say they expect companies to understand their needs and preferences [1]

82% of consumers consider responsiveness to be important when deciding whether to do business with a company [2]

32% of customers say they want to use a company’s app rather than visiting in-store [2]

76% of consumers would “at least consider” changing brands for better service [2]

32% of customers say they expect consistent experiences across channels [2]

54% of customers say they have higher expectations for brands than they did last year [2]

93% of customers say they are willing to buy from a company that provides good customer service [3]

89% of customers say they will do business with a brand again after a good customer service experience [4]

86% of customers say they are willing to pay more for a better customer experience [5]

70% of customers feel that it’s “easy” to provide good service when the company uses customer analytics [6]

65% of customers expect customer support to respond within a few hours [7]

64% of consumers expect brands to personalize content/offers [8]

80% of consumers are more likely to do business with a company that offers personalized experiences [8]

59% of customers will abandon a website if it takes too long to load (load time) [9]

53% of mobile site visits are abandoned if pages take longer than 3 seconds to load [10]

57% of customers say they won’t recommend a brand after a bad experience [11]

45% of customers say they have had issues with customer service that negatively impacted their loyalty [12]

42% of customers say that good customer service is the top factor in loyalty [13]

24% of customers say they want faster service above everything else [14]

37% of consumers say they will switch if the company doesn’t solve problems quickly [2]

55% of customers say they expect proactive notifications (e.g., order updates) [15]

75% of customers judge a brand’s credibility based on its web presence [16]

61% of customers won’t make a purchase if they have a negative customer experience [17]

33% of customers want more human interaction for complex issues [18]

79% of customers say they trust brands that use personal recommendations [19]

78% of consumers say experiences are becoming more important than products [20]

65% of consumers consider convenience a key factor in customer experience [2]