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 Suggest | Justification |
| Prioritize customer experience | Data suggests a majority of B2B businesses are missing opportunities to enhance customer satisfaction and loyalty. |
| Evaluate current strategies | 60% of businesses not focusing on customer experience may need to reassess their priorities for better outcomes. |
| Invest in customer engagement | The 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 Suggest | Justification |
| Improve customer experience score | The average score below 50% indicates a dire need for improvement in customer experience within B2B companies. |
| Analyze pain points | Such low average score suggests there might be substantial pain points in the customer journey that need addressing. |
| Establish customer-centric culture | This 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
Source: SuperOffice
Significance of the Data: Very High
Mentioned By: LinkedIn, SuperOffice, Forbes, Spiceworks, PwC, Adobe, FLEXcon, and more.
| Data Suggest | Justification |
| Invest in customer experience | The high percentage indicates customers value experience over cost, advocating for investment in customer experience. |
| Capitalize on buyer willingness | With such readiness to pay more, companies can charge premium for superior customer experience. |
| Leverage this for competitive advantage | Few 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 Suggest | Justification |
| Incorporate B2C strategies into B2B | Given the similarity in purchase experience, B2B businesses can learn from successful B2C strategies. |
| Personalize B2B buyer experience | This percentage suggests B2B buyers also value personalization and seamless experiences. |
| Strengthen digital interfaces | It 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 Suggest | Justification |
| Enhance CRM systems | The majority of B2B customers expect personalized service, indicating the need for robust CRM systems. |
| Prioritize data-driven personalization | This high percentage underscores the importance of using customer data to deliver personalized interactions. |
| Train staff for tailored service | It 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 Suggest | Justification |
| Boost mobile app capabilities | The significant increase signals a shift to mobile ordering in the B2B realm, necessitating enhanced mobile capabilities. |
| Invest in mobile experience | With the surge in app usage, investing in seamless mobile user experience becomes imperative. |
| Maintain flexible ordering options | The 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 Suggest | Justification |
| Emphasize on customer experience | Majority of B2B purchases being influenced by customer experience necessitates its prioritization. |
| Product/price is secondary | The data implies that providing an exceptional customer experience outweighs price or specific product considerations. |
| Design strategies around customer journey | The 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 Suggest | Justification |
| Prioritize eCommerce customization | The significant sales advantage for companies offering customization demonstrates its importance in B2B eCommerce. |
| Build differentiation strategies | This data points to the need for differentiation strategies that incorporate a personalized buying experience. |
| Invest in customer-centric technologies | It underlines the value of investing in technologies that allow tailored eCommerce experiences. |
#9. 45% of B2B Buyers Seek Personalized Content Portal Features
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 Suggest | Justification |
| Develop personalized content portals | With nearly half of buyers wanting this feature, B2B companies should consider implementing personalized content portals. |
| Adapt to evolving customer expectations | This data suggests a shift in B2B buyer expectations toward more B2C-like personalized features. |
| Utilize content to enhance buyer experience | It 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 Suggest | Justification |
| Enhance self-service options | The significant percentage of decision-makers ready for self-service purchases emphasizes the need to improve these channels. |
| Digitize high-value transactions | With such willingness for large online purchases, digitizing high-value transactions becomes critical. |
| Invest in secure online platforms | The statistic underscores the importance of developing safe, trustworthy online platforms for B2B transactions. |
