Customer Satisfaction Statistics for 2026: Sourced Facts and Real Kiosk Data

General Customer Experience Feedback Stats and Facts

Check out some of these popular customer service statistics that will no doubt get you refocused on customer experience.

• 52%

  of customers won't spend more than 3 minutes filling out a feedback form. ¹

• 2x

  An industry's Net Promoter leader outgrows its competitors by more than two times on average. ²

• 60% vs 29%

  of consumers write reviews about positive experiences, versus 29% about negative ones. ³

• 96%

  of consumers say customer service is important in their choice of and loyalty to a brand. ⁴

• 9 vs 16

  Americans tell an average of 9 people about good service and 16 people about poor service. ⁵

• 76%

  of customers will switch to a competitor after two bad experiences. ⁶

• More detail

  Encouraging emojis in open-ended answers increased how much information 1,614 millennials in Spain and Mexico shared. ⁷

Top Customer Satisfaction Statistics you must know

• Sharp drop

  U.S. customer satisfaction fell in Q2 2026 by a margin surpassed only once this century, during the COVID-era supply shortages. ⁸

• $3 trillion

  in consumer spending is at risk in 2026 because of bad customer experiences. ⁹

• 88%

  of customers expect faster response times than they did a year ago. ¹⁰

• 74%

  of consumers now expect customer service to be available 24/7. ¹⁰

• 25% vs 7%

  of U.S. brands saw their customer experience rankings decline in 2025, while only 7% improved. ¹¹

• 5x to 25x

  more expensive: that's the cost of acquiring a new customer compared with keeping an existing one. ¹²

Bad Customer Experience Statistics and Facts

• 32%

  of customers would stop doing business with a brand they loved after one bad experience. ¹³

• 63%

  of consumers are willing to switch to a competitor after a single bad experience, up 9% year over year. ¹⁴

• 47%

  of bad experiences lead customers to cut their spending, and 11% of consumer experiences worldwide are bad. ⁹

Customer Satisfaction Statistics - Feedback Kiosk Stats

• 87%

  of feedback received through SurveyStance is positive.

• 12%

  of feedback received through SurveyStance is negative, and just 1% is neutral.

• 98%

  of free-text comments received through SurveyStance are positive.

• 200+

  ratings a month are captured by the average SurveyStance customer.

SurveyStance Case Study - Customer Satisfaction Statistics

• 90% of court users felt the courts treated them fairly, in a pilot across 7 courts collecting feedback.
• 1,900 responses Within a 3-month period, at the height of the pandemic, these seven courts collected feedback from over 1,900 court users.
• 14% average, 34% peak On average 14% of people entering the courts provided feedback, and in some courts completion rates reached 34%.

Measuring our impact at City of Salem Public Library

Through the SurveyStance kiosk, users reported an 85.4% satisfaction rating with the service they received during the month of May. This is the highest percentage of satisfaction reported during the last 4 months of surveys. Excellent work, public services team.

Customer Satisfaction Statistics Survey Completion Rate

Every question you add costs you completions. Across SurveyStance kiosks the drop-off is consistent enough to plan around:

Customer Experience Statistic - Graphs, Images, Charts and Infographics

Feel free to use any of our customer experience statistics and the infographic below. All we ask is a link back to this page.

Free to use with a link back to this page. Download PNG

Embed code

<a href="https://www.surveystance.com/blog-articles/customer-satisfaction-statistics/"><img src="https://www.surveystance.com/assets/blog/infographics/feedback-kiosk-benchmarks.png" alt="Feedback kiosk benchmarks infographic from SurveyStance" width="900" height="1310" /></a>
<p>Source: <a href="https://www.surveystance.com/blog-articles/customer-satisfaction-statistics/">SurveyStance customer satisfaction statistics</a></p>

Response Rates for an Employee Survey (traditional email survey link)