Top 34 customer experience statistics to guide your app growth in 2022

  • Why customer experience optimization is inevitable
  • How consumer behavior is leading the way
  • 5 statistics that show how companies are reacting to the shift
  • How a better mobile app experience boosts growth
  • The do’s and don’ts of customer experience optimization
  • What lessons can we learn from these customer experience statistics?

Why customer experience optimization is inevitable

Across the app market, Gen Z are heavily represented.
customer experience optimization apps

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How consumer behavior is leading the way

  • People choose mobile because it’s a timesaver! 76% of people say they use mobile to purchase items or pay, not because it’s convenient, but saves time.
  • 74% of consumers say they are partial to buying based on experience alone.
  • 66% of mobile users say a frustrating user experience damages their opinion of the brand, with 55% saying it will make it less likely they engage again.
  • 1 in 3 customers would leave a brand they love after just one bad experience.
  • Moreover, 92% would completely abandon ship after three bad interactions!
customer experience optimization user retention

5 statistics that show how companies are reacting to the shift

customer experience optimization insights

How a better mobile app experience boosts growth

customer experience optimization app growth

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The do’s and don’ts of customer experience optimization

  • Make chatbot and customer interactions fluid and organic. This one is crucial, as digital chatbot conversations were set to increase by 40% in 2021 alone. It is important to consumers — 78% say their impression of customer service is improved when agents don’t sound like they’re reading from a script.
  • Ensure customer-facing employees know what they’re talking about! 46% of consumers will abandon a brand if employees are not knowledgeable.
  • Interact with your users online. A study found that answering a customer complaint on social media can increase advocacy by as much as 25%.
  • Invest in omnichannel experiences. A study by Adobe found that companies with the strongest omnichannel engagement strategies enjoy a 10% year-over-year growth.
consumer behavior app experience
  • Don’t underestimate the power of word-of-mouth advertising. 50% of people would choose word-of-mouth if they could pick only one information source!
  • In short, don’t forget to have a seamless omnichannel experience! 71% of customers expect customer service agents to already have all the details on their previous interactions with the brand.
  • Above all, don’t make things confusing! Over half of consumers will abandon any sort of purchase if they can’t find a quick answer to their question.

What lessons can we learn from these customer experience statistics?

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