25 Customer Engagement Statistics You'll Want to Know

Engaging with customers can be incredibly challenging if you don’t know how they interact with your brand. We’ve done some research and gone ahead and compiled a list of 25 facts and stats that we thought were pretty interesting!

Have some facts or stats of your own? Share in the comments below!


1. 77% of consumers and 60% of millennials say they’ve held relationships with specific brands for 10+ years (InMoment)


2. Discounts and coupons came in as the top-ranking tactic for driving loyalty with 61% of consumers saying they use them (Expedia Affiliate Network)


3. Customers that continue to support your brand over time will spend 67% more than new customers (Edelman)


4. Nearly 80% of consumers said it took at least three purchases for them to consider themselves loyal and 37% said they weren’t loyal until they had made at least five purchases (Yotpo)


5. 74% of consumers think the knowledgeable in-store staff is important to their brand experience (Oracle)



6. 64% of consumers said fair pricing motivates them to try a new brand, followed by free shipping (61%), reviews (57%), word of mouth (46%), great shopping/buying experience (37%), loyalty perks/rewards (35%), ads (15%) and influencer endorsement (4%) (Yotpo)


7. 67% of Gen X and 75% of boomers said that when they find a product they like, they buy it over and over again (Morning Consult)


8. Boomers said they stopped buying from a brand because the quality of products or services went down (24%), prices went up (17%) and some had customer service issues (14%) (Morning Consult)


9. 29% of U.S. internet users that make $100K+ tend to be loyal to specific brands and largely buy from them repeatedly vs. 18% of those that make $50K-$100K and 18% of those that make under $50K (Morning Consult)


10. 55% of consumers said they use both digital and paper coupons (Inmar)


11. 53% of consumers expressed a desire for all coupons to be digital (Inmar)


12. 82% of consumers who rely on digital coupons while shopping redeem the offer within a week and 30% apply it less than 24 hours after receiving it (Inmar)


13. Experiences that would make customers take their business elsewhere include unfriendly service (60%) and employees’ lack of knowledge (46%) (PwC)


14. 76% of customers felt that receiving personalized discount offers based on their purchase history was important (LoyaltyOne)


15. 61% of consumers subscribe to mobile messaging because of incentives or coupons, combined with 55% who subscribe because of loyalty rewards points (Vibes)



16. 48% of consumers have left a brand’s website and purchased from a competitor due to a poorly personalized experience (Accenture)


17. 76% of Gen Z and Millennials only give brands two to three chances before they stop shopping them (Alliance Data)


18. 34% of consumers spend at least $50 per order when ordering food online (Upserve)


19. 65% of consumers based purchasing decisions on the words, values and actions of company leaders (Accenture)


20. 84% of consumers say they share information as a way to support causes or brands that they care about (Edelman)




21. 76% of savvy millennial and gen x shoppers say an offer or discount is the largest factor in their purchase decisions (RetailMeNot)


22. 82% of Americans say being provided an exclusive offer would increase how often they shopped with a brand (Kelton)


23. 92% of Americans would be concerned with some part of the process around being verified for an exclusive offer (Kelton)


24. 83% of Americans have concerns with the types of data that would be collected for eligibility to an offer (Kelton)


25. 46% of Gen Z consumers and 55% of Millenials are willing to share their data in exchange for personalized experiences (CrowdTwist)

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