I’ve compiled a list of insightful B2B customer experience statistics; a brief overview is provided below.

B2B Customer Experience Statistics: Key Figures

  • 80% of B2B business purchases are influenced by customer experience, while 20% are influenced by price or product.
  • At least 80% of B2B customers expect a comparable or better experience than B2C. than B2C.
  • B2B companies that provide a personalized eCommerce experience outsell their competitors by 30%.
  • Only 40% of B2B businesses prioritize customer experience.
  • B2B companies have a customer experience score of less than 50% on average. ///
  • 86% of buyers are willing to pay more for excellent customer service.
  • 86 percent of B2B customers expect companies to be well-informed about their personal information during service interactions.
  • B2B mobile app ordering has increased 250% since before the pandemic.
  • 45% of B2B buyers want features like a personalized content portal
  • 70% of B2B decision-makers are willing to make new purchases worth more than $50,000 via self-service or online channels.

Sources: (Zippia, SuperOffice, Tada, Gartner, McKinsey & Company, Magenest LLC, SmartKarrot.)

More Data: https://www.businessdit.com/b2b-marketing-statistics/

#1. Only 40% of B2B Businesses Prioritize Customer Experience: Study

Source: Zippia

Significance of the Data: High

Mentioned By: SuperOffice, b2b international, McKinsey & Company, smartkarrot, Liferay, surveysparrow, Forbes, HubSpot, Sana Commerce, and more.

Data SuggestJustification
Prioritize customer experienceData suggests a majority of B2B businesses are missing opportunities to enhance customer satisfaction and loyalty.
Evaluate current strategies60% of businesses not focusing on customer experience may need to reassess their priorities for better outcomes.
Invest in customer engagementThe low percentage implies there’s a potential market advantage for businesses that invest in improving customer experience.

#2. B2B Companies’ Average Customer Experience Score Dips Below 50%

Significance of the Data: Very High

Mentioned By: Superoffice, Mckinsey & Company, Linkedin, Forbes, Steven Van Belleghem, Skeps, Oktopost, Sana Commerce, and more. 

Data SuggestJustification
Improve customer experience scoreThe average score below 50% indicates a dire need for improvement in customer experience within B2B companies.
Analyze pain pointsSuch low average score suggests there might be substantial pain points in the customer journey that need addressing.
Establish customer-centric cultureThis statistic underscores the importance of fostering a customer-centric culture to enhance the overall customer experience.

#3. 86% of Buyers Prepared to Pay More for Superior Customer Experience

86% of buyers are willing to pay more for a great customer experience

Source: SuperOffice

Significance of the Data: Very High

Mentioned By: LinkedIn, SuperOffice, Forbes, Spiceworks, PwC, Adobe, FLEXcon, and more. 

Data SuggestJustification
Invest in customer experienceThe high percentage indicates customers value experience over cost, advocating for investment in customer experience.
Capitalize on buyer willingnessWith such readiness to pay more, companies can charge premium for superior customer experience.
Leverage this for competitive advantageFew businesses realizing this can take advantage, positioning their exceptional service as a differentiator.

#4. 80% of B2B Customers Find Purchase Experience Similar to B2C

Source: Tada

Significance of the Data: Medium

Mentioned By: Usetada, Convinceandconvert, Gitnux, Linkedin, Activecampaign, Lumoa, Forsta, Mondu, Gartner, and more.

Data SuggestJustification
Incorporate B2C strategies into B2BGiven the similarity in purchase experience, B2B businesses can learn from successful B2C strategies.
Personalize B2B buyer experienceThis percentage suggests B2B buyers also value personalization and seamless experiences.
Strengthen digital interfacesIt highlights the importance of intuitive, user-friendly digital interfaces for both B2B and B2C transactions.

#5. 86% of B2B Customers Demand Personalized Service Interactions

Source: Gartner

Significance of the Data: High

Mentioned By: Gartner, VisionMonday, Zendesk, Nlx, 4imprint, Ovation CXM, Gitnux, Smart Customer Service, and more.

Data SuggestJustification
Enhance CRM systemsThe majority of B2B customers expect personalized service, indicating the need for robust CRM systems.
Prioritize data-driven personalizationThis high percentage underscores the importance of using customer data to deliver personalized interactions.
Train staff for tailored serviceIt suggests businesses need to train staff to utilize customer information for effective service interactions.

#6. B2B Mobile App Ordering Skyrockets 250% Post-Pandemic

Source: McKinsey & Company

Significance of the Data: High

Mentioned By: LinkedIn, Mckinsey & Company, Gitnux, Drewl, Zipteams, Equinetmedia, Liquidpixels, and more.

Data SuggestJustification
Boost mobile app capabilitiesThe significant increase signals a shift to mobile ordering in the B2B realm, necessitating enhanced mobile capabilities.
Invest in mobile experienceWith the surge in app usage, investing in seamless mobile user experience becomes imperative.
Maintain flexible ordering optionsThe increase highlights the need for diverse and flexible ordering methods post-pandemic.

#7. Client Experience Impacts 80% of B2B Purchases, Outweighing Price

Source: Magenest LLC

Significance of the Data: Very High

Mentioned By: User Guiding, Linkedin, Klevu, Gitnux, Mckinsey & Company, Brand Minds, Dialpad, Qualified and more.

Data SuggestJustification
Emphasize on customer experienceMajority of B2B purchases being influenced by customer experience necessitates its prioritization.
Product/price is secondaryThe data implies that providing an exceptional customer experience outweighs price or specific product considerations.
Design strategies around customer journeyThe statistic underlines the need to build strategies focused on improving all aspects of the customer journey.

#8. B2B Companies Outsell Rivals by 30% with Customized eCommerce

Source: SmartKarrot

Significance of the Data: High

Mentioned By: Smart Karrot, Loop54, Meltwater, Customer Think, Proprofs Chat, Linkedin, Bigcommerce, Talsmart and more.

Data SuggestJustification
Prioritize eCommerce customizationThe significant sales advantage for companies offering customization demonstrates its importance in B2B eCommerce.
Build differentiation strategiesThis data points to the need for differentiation strategies that incorporate a personalized buying experience.
Invest in customer-centric technologiesIt underlines the value of investing in technologies that allow tailored eCommerce experiences.

#9. 45% of B2B Buyers Seek Personalized Content Portal Features

45% of B2B buyers want features like a personalized content portal

Source: Zippia

Significance of the Data: Medium

Mentioned By: Digital Commerce 360, Incentive Solutions, Marketing Tech News, Gartner, Fluid Topics, Trust Radius, Sana Commerce, Kake, Blue Corona and more.

Data SuggestJustification
Develop personalized content portalsWith nearly half of buyers wanting this feature, B2B companies should consider implementing personalized content portals.
Adapt to evolving customer expectationsThis data suggests a shift in B2B buyer expectations toward more B2C-like personalized features.
Utilize content to enhance buyer experienceIt highlights the role of tailored content in enriching the B2B purchase experience.

#10. 70% of B2B Leaders Open to $50,000+ Purchases via Self-Service

Source: McKinsey & Company

Significance of the Data: High

Mentioned By: Mckinsey & Company, Linkedin, Content Marketing Institute, Shift 4 Shop, Drip, Forbes, Cascade Insights and more.

Data SuggestJustification
Enhance self-service optionsThe significant percentage of decision-makers ready for self-service purchases emphasizes the need to improve these channels.
Digitize high-value transactionsWith such willingness for large online purchases, digitizing high-value transactions becomes critical.
Invest in secure online platformsThe statistic underscores the importance of developing safe, trustworthy online platforms for B2B transactions.