What percentage of customers say they are willing to spend more to buy from companies that offer them a good customer experience? How many would switch to a competitor after more than one bad experience? What proportion of consumers bought more items online during the pandemic?

These are just some of the questions answered by the data included in Econsultancy’s Customer Experience Statistics Compendium, a collection of the most recent statistics and market data publicly available on online marketing, ecommerce, the internet and related digital media. This data is drawn from Econsultancy’s Internet Statistics Database.

If you need to quickly pull together some stats for benchmarking, create a use case for a new marketing strategy, or need a hand convincing the board to invest in a new channel or tool, search the Customer Experience Compendium for evidence to support your case. Examples of findings in the compendium include:

  • The top reasons for choosing to shop online.
  • What consumers value most from brand communications.
  • The percentage of consumers use online platforms to research products.
  • The impact of personised experiences on repeat purchasing.
  • The most frustrating aspects of shopping online according to customers.

These are the figures behind the most important trends in digital marketing. They have been collated from information available to the public and sorted by sector and region – we’ve done the hard work so you don’t have to.

The statistics featured in this report form part of Econsultancy’s Internet Statistics Database, a collection of more than 10,000 searchable charts, statistics and market data that can be filtered by region, sector and topic.