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.

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