15 Customer Engagement Stats for 2021

1) Mobile App Audiences grew 31% YOY in 2020, up from 16% in 2019.

2) The COVID-19 pandemic has accelerated the shift toward e-commerce by roughly five years.

3) 94% of consumers who give a company a “very good” CX rating are likely to purchase more products or services from that company in the future.

4) 28% of U.S. consumers would like to use mobile payment methods at all times.

5) 52% of customers expect offers to always be personalized — up from 49% in 2019.

7) The number of companies investing in the omni-channel experience has jumped from 20% to more than 80% in 2020.

8) Consumer spend in mobile hit $102B in 2020, up 2.1x from 2016.

9) Globally, consumers accessed finance apps 1 Trillion times during 2019, up 100% from 2017.

10) 71% of consumers want a seamless experience across all channels, but only 29% say they actually get it.

12) Both average app opens per user and average notification direct open rates increased 29% since the beginning of the COVID-19 pandemic.

13) 76% of customers prefer different channels depending on context.

14) Roughly 60% of U.S. adults often get news on a mobile device, compared with 30% who often do so on a desktop or laptop computer.

15) 32% of customers will walk away from a brand they love after a single bad experience.



Get the Medium app

A button that says 'Download on the App Store', and if clicked it will lead you to the iOS App store
A button that says 'Get it on, Google Play', and if clicked it will lead you to the Google Play store


Urban Airship is now Airship! Leading brands trust us to help them achieve digital growth. We make mobile moments magic. www.airship.com