100+ Customer Engagement Statistics 2026

Customer engagement is at the heart of business growth,  it encompasses how customers interact with your brand, what they expect from those interactions, and how those experiences influence their loyalty. Below, we’ve compiled over 100 up-to-date statistics (2024–2026) about customer engagement, organized by category. These data points shed light on customer expectations, experiences, loyalty, personalization trends, digital channel usage, and the impact of interactive tools like quizzes and surveys. Use these stats to inform your customer engagement strategy and meet (or exceed) what today’s customers demand.

Customer Expectations and Behavior

Modern customers have high expectations for seamless, personalized, and connected experiences. They also have evolving behaviors in how they engage across channels. Here are key stats on what customers anticipate and how they act:

• Connected experiences: 79% of customers expect consistent interactions across departments, yet 55% say it generally feels like they’re dealing with separate silos rather than one unified company. In fact, 70% expect anyone they interact with at a company to have full context of their situation, a reminder that customers hate repeating themselves. It’s no surprise 56% of customers often have to re-explain information to multiple reps when service isn’t connected.

• Omnichannel behavior: 62% of customers believe experiences should flow seamlessly between online and offline channels. On average, consumers today use 9 different channels to interact with brands, and roughly 60% of these interactions occur online, reflecting how digitally integrated engagement has become.

• Higher expectations: Customers’ standards keep rising – 73% of customers expect better personalization as technology advances, and 65% expect companies to adapt quickly to their needs and preferences. Unfortunately, 61% feel that most companies still treat them like numbers rather than individuals. Customers also value speed and proactive service; for example, more than half will abandon a purchase if their questions aren’t answered fast.

• Trust and AI: New technologies factor into expectations. Only 57% of customers trust companies to use AI ethically, indicating a trust gap that brands must address when deploying AI in customer interactions. Transparency is key – 53% of consumers say it’s worth sharing personal info for a smoother experience, but 93% will lose trust if their data is misused. Customers want personalization, but it must be done responsibly.

• Experience vs. reality: There’s a clear gap between what customers expect and what they feel they receive. For instance, only 11% of consumers believe they are currently getting an experience that truly earns their loyalty – a wake-up call that most brands are falling short of expectations. Meeting core expectations (like timely support, consistent answers, and feeling valued) is critical to engage today’s discerning consumers.

Engagement Tools and Interactive Content (Funnels, Quizzes, Surveys, Etc.)

Beyond traditional channels, many companies are leveraging interactive tools, think quizzes, surveys, personalized calculators, contests, custom landing pages, and funnels, to drive deeper customer engagement. Interactive content actively involves the customer, often yielding higher attention and conversion. Here are statistics demonstrating the impact of these engagement tools:

• Interactive vs. static content: Interactive content is far more engaging than static content. On average, interactive content generates about 52.6% more engagement than static content. It also holds attention much longer – buyers spend 53% more time on interactive content (e.g. an interactive quiz, assessment, or game) than on passive content. For example, if a static blog post gets 2 minutes of attention, an interactive version could exceed 3 minutes. This extra engagement can be critical for educating customers and driving them toward action.

• Higher conversion rates: Not only does interactive content engage, it often converts better. In some cases, adding interactive elements can double conversion rates. HubSpot data noted that interactive content can increase email sign-ups and lead capture significantly, one report says interactive content has roughly double the conversion chance of standard static content. For instance, an interactive landing page with a quiz or calculator can convert more visitors into leads by actively involving them.

• Lead generation power: 70% of marketers say interactive content is effective at converting site visitors into leads. Rather than just reading and leaving, users who engage with something like a quiz or survey are more likely to submit their information at the end (often in exchange for seeing personalized results). That makes interactive tools especially valuable for top-of-funnel engagement.

• Quizzes and click-throughs: Quizzes exemplify “edutainment” that boosts metrics. According to the Content Marketing Institute, adding a quiz can boost click-through rates by up to 5× compared to standard content. BuzzFeed is a famous example – BuzzFeed’s total monthly visits (about 96 million) are heavily driven by its popular quizzes and interactive articles that people love to take and share. The shareability of quiz results amplifies engagement beyond the initial user.

• Interactive video and media: Video is engaging on its own, but making it interactive supercharges it. 65% of businesses using interactive video report better engagement and higher customer satisfaction as a result. Additionally, 47% of marketers rank interactive videos among the top three video formats for engagement. This could include videos with clickable hotspots, choose-your-own-adventure storylines, or shoppable elements. Viewers spend more time and feel more invested when they can participate in the content.

• Interactive emails: Don’t overlook email as a venue for interactivity. 52% of marketers say that interactive emails (emails containing elements like polls, GIFs, product carousels, etc.) are the most effective form of interactive content they use. Instead of a static newsletter, an email that lets subscribers engage directly can drive higher clicks and keep your audience looking forward to the next message.

• Contests and giveaways: These classic engagement tools are still highly effective on social and web channels. Over 65% of marketers find that social media contests and giveaways effectively boost follower counts and engagement. By incentivizing participation (e.g. “enter to win” or user-generated content contests), brands can create buzz and virality. Moreover, such campaigns don’t just attract eyeballs – they can drive business: social contests account for roughly 34% of new customer acquisitions for some brands. The combination of fun and reward prompts users to interact and share.

• Landing page optimization: Engagement tools also include how you design web experiences. Visual and interactive design elements can dramatically improve results. For instance, using rich visual elements on landing pages can improve conversions by up to 86%. A/B tests often show that interactive elements like image sliders, explainer videos, or clickable infographics reduce bounce rate and increase sign-ups. And don’t forget personalization here: a personalized call-to-action on a webpage converts 42% better than a generic CTA. Tailoring the user’s path (e.g., using a short quiz to route them to the right product or content) keeps them engaged and more likely to convert.

• Funnels and calculators: Interactive funnels (like self-guided questionnaires that lead to a product recommendation) and calculators (e.g. ROI calculators, cost estimates) both capture attention and provide value. By giving users real-time, personalized results, these tools keep users on your site longer and often persuade them of the need for your product/service. For example, a software company might use a short assessment funnel that ends with a personalized report – users are not only engaged but also educated about why the solution fits their needs. Statistics consistently show higher conversion from such tailored interactive experiences (some companies report double or triple the conversion rate when using interactive recommendation tools versus static content).

• Impact on brand and loyalty: Interactive content doesn’t just create short-term clicks – it can improve brand perception and loyalty. 81% of marketers report that interactive content improves audience awareness of their brand. It’s memorable and differentiating. In addition, 93% of marketers find interactive content effective for educating the buyer and keeping them engaged (Demand Metric, 2022). Education builds trust, which in turn can boost loyalty. There’s even evidence that interactive content can directly boost customer loyalty by around 35% by increasing the customer’s emotional investment in the brand’s content and tools.

• Adoption of interactive marketing: More companies are adopting these tactics as part of their strategy. As of 2023, 60% of marketers use interactive content in their personalized marketing plans, and this number is growing. From quizzes on websites to polls in Instagram Stories, interactive elements are becoming standard practice to keep audiences engaged. Marketers also note that interactive content tends to be shared more – 80% of people are more willing to share interactive content with others compared to static content, which amplifies reach.

• Self-service and AI interactions: A discussion of engagement tools would be incomplete without mentioning AI-driven self-service. Chatbots and virtual assistants are handling more front-line interactions. By some estimates, by 2025, 85% of customer interactions will be managed without a human agent (through AI, automation, and self-service). This includes everything from chatbots answering FAQs to automated product recommendations and troubleshooting. When implemented well, these tools can provide quick answers and guide customers through funnels at any hour – boosting engagement and satisfaction (as long as there’s a seamless option to reach a human when needed). The takeaway: customers increasingly engage with automated tools, so ensuring those tools are helpful and on-brand is key to the overall customer engagement strategy.

Pro Tip: If you’re looking to boost engagement using interactive tools, whether it’s building an interactive quiz, a feedback survey, a personalized funnel, or an engaging landing page, consider using platforms like involve.me. They allow you to create custom interactive experiences (no coding required) that can embed on your site or emails. With drag-and-drop ease, you can launch calculators, personality quizzes,, and more that keep customers clicking and provide you with valuable data. In short: interactive content is a proven way to increase engagement, gather insights, and ultimately drive conversions. The stats above make it clear that investing in these tools can yield significant returns in customer attention and loyalty.

Customer Experience and Satisfaction

A positive customer experience (CX) leads not only to satisfied customers but also to increased spending and advocacy. These stats underscore the importance of CX and what happens when it’s great, or poor:

• Experience is as important as product: A remarkable 80% of customers say the experience a company provides is as important as its products or services. CX has become a key differentiator in purchase decisions. In fact, 65% of customers find a positive experience with a brand more influential than great advertising.

• Willingness to pay more: Customers reward great experiences. 86% of consumers are willing to pay more for a great customer experience, and 61% will pay at least 5% extra if they know they’ll receive excellent service. Similarly, 3 in 4 consumers say they’ll spend more with companies that provide a good CX. Price sensitivity drops when service and experience are superior.

• Service impacts loyalty: 88% of customers report that good customer service makes them more likely to purchase again. On the flip side, poor service drives them away (more on that in the loyalty section). Notably, 75% of customers have recommended a company to others because of an “excellent” customer experience or service – happy customers become brand promoters.

• Trust and satisfaction: Great experiences build trust. 87% of consumers trust a company more when it provides an excellent customer experience. And for over half of consumers, outstanding customer service is more important than price when making purchasing decisions. People remember how you treat them more than how much you charge.

• Financial payoff of CX: Investing in CX pays off. 73% of companies with superior customer experiences perform better financially than their competitors. In fact, brands known for great CX enjoy about 5.7× more revenue than those with poor CX. Customer-centric companies also see nearly double the revenue growth of those that are not focused on CX. It’s no wonder 80% of companies plan to increase their investment in customer experience initiatives.

• Retention and spend: Satisfied customers stick around and spend more. Companies with strong CX strategies achieve 1.5× higher revenue growth and 1.8× higher profitability than those with weak CX focus. Furthermore, 84% of organizations that improve their CX report an increase in revenue (per Dimension Data), showing that happier customers drive business results.

• Warning signs of bad CX: The cost of a bad experience is high. A single negative interaction can sour a customer – as noted elsewhere, a majority will leave after one or two bad incidents. And U.S. companies collectively risk losing $1.6 trillion annually due to customers defecting from poor experiences. The takeaway: delivering consistently positive, convenient, and empathetic experiences is essential for customer satisfaction and the bottom line.

Loyalty and Retention

Customer engagement directly influences loyalty. Engaged customers tend to stay longer, buy more, and advocate for your brand – while disengaged or unhappy customers churn. These stats highlight how engagement, service quality, and loyalty are intertwined:

• Customer service = loyalty: An overwhelming 97% of consumers (and 98% of contact center managers) believe the quality of customer service is critical in shaping brand loyalty. Simply put, if you support customers well, they’re far more likely to stick around. 93% of consumers are more likely to repeat purchase with companies that deliver excellent customer service.

• “One strike” rule: Many customers won’t give you many chances after a bad experience. More than half of consumers have stopped buying from a brand after a single bad customer experience. According to one survey, 52% of consumers say one negative experience was enough to make them leave a brand for good. Tolerance is low – in another dataset, 73% of consumers will switch to a competitor after multiple poor experiences, and more than half won’t even tolerate one bad interaction without leaving. On average, customers report they’ll give a business only ~2 chances (2.2, to be exact) at most after a bad experience before switching to someone else.

• Silent churn: Alarmingly, 56% of consumers say they rarely complain to the company about a bad experience – they just quietly leave and switch to a competitor. This means a business might not even know it failed a customer until it’s too late. Companies need to proactively seek feedback and fix issues before customers defect.

• Switching for better CX: Loyalty is up for grabs if a competitor offers superior experience. 80% of consumers say they would switch to a different company if it provided a better customer experience. Similarly, 85% of consumers report that they have gone out of their way to do business with a company known for excellent service. In other words, people will actively seek out brands that treat them better – and abandon those that don’t.

• Retention economics: Keeping engaged customers is extremely valuable. It costs 6 to 7 times more to acquire a new customer than to retain an existing one. Even a small improvement in retention has major impact: increasing customer retention by 5% can boost profits by anywhere from 25% to 95% (depending on the industry). Harvard Business Review famously quantified that a 5% lift in retention yields about a 25% increase in profit on average. Loyal customers drive revenue through repeat purchases at a much lower cost than constantly marketing to replace churned customers.

• Frequency and spend: Engaged, loyal customers not only stay, they spend more. According to McKinsey, loyal customers are 64% more likely to purchase frequently (i.e. buy more often) than those who are not loyal or not engaged. They also tend to spend more per transaction. Data shows current customers spend 67% more on average than new customers during purchases. They trust the brand, so they readily give it more business.

• Loyalty is fragile: Earning true loyalty is getting harder. In 2023, only 66% of consumers considered themselves loyal to any brand, down from 76% the year prior. Consumers have many choices and are becoming more discerning. In fact, 20% of consumers say brands need to do more to earn their loyalty (versus only 13% who felt that way a year before). It’s not enough to assume a customer will stay – brands must continually engage and add value. Notably, only 11% of consumers feel that brands currently deliver an experience that makes them feel loyal (mentioned earlier). This “loyalty gap” highlights a major opportunity for improvement.

• Drivers of loyalty: What keeps customers loyal? Beyond great service, personalization and appreciation play a role. 27% of consumers say that feeling “valued” by a brand through its communications and engagements is a top reason for their loyalty. In one survey, 31% of consumers cited personalized shopping experiences as a reason they stay engaged and loyal to a brand. Consistently recognizing and rewarding customers can pay off in sustained loyalty.

• The upside of customer obsession: Companies that are truly customer-centric see tangible loyalty benefits. Forrester research shows customer-obsessed companies (those that deeply prioritize customer experience) report 52% higher loyalty and engagement among their customers. Similarly, organizations with a strong focus on CX and engagement enjoy 51% better customer retention than those that are not customer-obsessed. Cultivating loyalty requires company-wide commitment to exceptional customer experiences at every touchpoint.

Personalization and Data Usage

Personalization – using customer data to tailor experiences, offers, and communications – is a major driver of engagement. Customers increasingly expect it, but they also value privacy and relevance. These stats illustrate the power of personalization and the importance of using data wisely:

• Demand for personalization: Customers want to be treated as individuals. 81% of customers prefer companies that offer personalized experiences. Likewise, 80% of consumers are more likely to buy from brands that personalize the experience to their needs and preferences. Generic one-size-fits-all marketing is increasingly ineffective – in fact, lack of personalization is a top reason 66% of consumers say they would abandon a brand.

• Expectation vs. reality: 76% of customers expect personalized interactions – they anticipate content and offers will be tailored just for them. And 65% of customers expect companies to adapt quickly based on their actions or feedback. Yet, many companies are still catching up to these expectations. It’s worth noting that 59% of customers say that tailored engagement based on past interactions is very important to winning their business. Customers notice when you remember their history.

• Abandoning due to lack of personalization: The stakes are high – 66% of consumers will abandon a brand if the experience isn’t personalized. Irrelevant emails, off-target offers, or a sense that “this company doesn’t get me” are all it takes to lose a customer’s engagement.

• Effective use of data: Customers want companies to use data to improve experience – but only in the right ways. 60% of consumers believe businesses should leverage the data they collect to personalize experiences, and 62% say personalized product recommendations are superior to generic ones. When done well, personalization feels like service, not intrusion – indeed 6 in 10 consumers appreciate when they receive personalized recommendations for products or content.

• Personalized offers: Shoppers appreciate personalized deals. In a recent Adobe survey, 67% of consumers said they want personalized offers based on their individual spending habits, whether shopping online or in-store. Targeted coupons or recommendations can make customers feel understood and boost conversion rates.

• Business commitment to personalization: Companies recognize personalization’s value. 89% of business leaders say personalization is crucial to their business success in the next 3 years. Nearly 70% of organizations name personalizing the customer experience as a top priority going forward. To back this up, brands are increasing their investment – on average, personalization budgets have risen by 29% year-over-year as of 2025. Many firms are using AI and customer data platforms to drive these efforts.

• Impact on loyalty: Personalization and loyalty go hand-in-hand. Companies that excel at personalization are 71% more likely to report improved customer loyalty as a result. And 77% of business leaders believe that deeper personalization translates into better customer retention. When customers feel a brand truly knows them, they stick around longer.

• Personal data and trust: With great data comes great responsibility. 79% of customers say they are increasingly protective of their personal data, and 51% feel most companies don’t use their data in ways that actually benefit the customer. Transparency is vital: 71% of customers say they’re more likely to trust a company with their personal data if the company clearly explains how it’s used. This highlights the need for brands to communicate the value customers get in exchange for their data (personalized service, convenience, etc.) and to handle data ethically.

• Personalization paradox: There’s a fine line between helpful personalization and privacy intrusion. Over half of consumers are willing to share data for smoother service, as noted, but an even larger majority will revoke trust if data is mishandled. Notably, 93% of consumers say if a brand misuses their data, it will lose their trust. Brands must balance personalization with privacy, ensuring data is secure and used for the customer’s benefit.

• AI and personalization: Emerging tech is reshaping personalization. Nearly two-thirds of consumers expect more personalized service with the help of AI (e.g. AI-driven product suggestions, chatbots that remember preferences). In turn, 91% of “CX trendsetter” companies believe AI can effectively personalize customer experiences at scale. However, only 22% of more traditional companies are actively investing in AI for personalization (versus 56% of cutting-edge firms) – a gap that’s likely to close as AI tools become more accessible. The key will be using AI to enhance personalization without losing the human touch or betraying trust.

Digital Engagement Channels (Social, Mobile, Email, Etc.)

Customers engage across a multitude of channels – from email and social media to websites, chat, and mobile apps. Understanding channel preferences and performance is crucial to meeting customers where they are. These statistics highlight how customers are using different digital channels and which ones drive engagement:

• Email remains ubiquitous: Email is still a powerhouse for customer communications. The number of global email users reached 4.6 billion in 2025 (on track for 4.9 billion by 2028). In fact, over 70% of people across all age groups use an email service at least monthly. Not surprisingly, email marketing persists as a key engagement tool: 81% of small and mid-size businesses rely on email as their primary customer acquisition channel, and 80% use it for customer retention.

• Email engagement benchmarks: According to Mailchimp’s industry benchmarks, the average open rate for marketing emails is 35.6%. Meanwhile, average click-through rates hover around 2.6%. These numbers vary by industry, but they set a baseline for what “typical” email engagement looks like. Companies that segment their lists and personalize content often see higher than average opens and clicks. (For example, personalized subject lines can boost open rates significantly.) Also, mobile is critical for email – about 41% of email views are on mobile devices, and a full 75% of Gmail users read their emails on mobile. Ensuring emails are mobile-friendly is a must.

• Email vs. other channels: Email isn’t just common – many professionals rank it as the most effective channel. 80% of retail professionals say email marketing is their #1 driver of customer retention, far ahead of other channels (the next closest is social media at 44%). Email’s direct, opt-in nature makes it a high-ROI channel for nurturing engagement and repeat sales.

• Social media reach: Social platforms offer huge engagement opportunities. For instance, Facebook is used by 38.7% of people worldwide each month – over one-third of the global population! U.S. users spend an average of 30.9 minutes per day on Facebook, meaning brands have ample chance to catch eyes with content and social customer service. Instagram is another giant, now boasting around 3 billion monthly active users globally. Social media isn’t just for connecting with friends; it’s a discovery and service channel for many consumers. In fact, social media is the most preferred channel for product discovery among consumers aged 18–44, outranking search engines and traditional ads for that demographic.

• Social engagement rates: Getting attention on social can be challenging – organic engagement rates are relatively low. On Instagram, for example, the average engagement rate for posts (likes, comments, etc.) is about 0.71%. Some formats perform better: carousel posts see ~1.26% engagement and Instagram Reels around 1.23%, slightly higher than single-photo posts. These benchmarks remind marketers that quality and relevance of content are key to improving engagement beyond these baseline rates. On Twitter (now X), small tactics can help visibility – using 1–2 hashtags in a tweet can increase engagement by 21% by making content more discoverable.

• Channel preferences by generation: Different customers favor different channels for support and interaction. While digital self-service is rising, 71% of Gen Z consumers say they would reach out via a live phone call for customer support, indicating younger consumers still value human interaction for certain issues (a shift from just a few years ago when phone was considered “old school”). Meanwhile, millennials and Gen Z are also comfortable with live chat and texting for support – companies should offer a range of channels to suit preferences.

• Mobile app engagement: Mobile apps are a big part of engagement strategy for many brands (think retail apps, banking apps, etc.). The average smartphone user is quite active: they use about 9 different apps per day and 30 different apps in a month. Capturing even a small share of that attention with a well-designed app can drive frequent engagement. Push notifications, loyalty rewards, and in-app messaging can all re-engage users – but only if the app provides ongoing value.

• Live chat and conversion: Offering real-time support via chat can pay off. Customers who visit an online store and use live chat are 20% more likely to convert (make a purchase) than those who don’t engage with chat. Instant answers and help can clearly tip the decision for on-the-fence shoppers. This highlights the importance of readily available support (whether via human agents or AI chatbots) on digital channels.

• Gamification and engagement: Interactive elements can boost engagement in digital channels. For example, companies that integrated gamification features (like points, challenges, or rewards in an app or online experience) saw a 54% increase in trial usage and a 15% increase in “buy” clicks on average. Making engagement fun and game-like encourages users to spend more time and progress further in the customer journey.

• Video and mobile: Video content consumption skews heavily mobile. About 75% of all video plays now occur on mobile devices, reflecting the dominance of smartphones in how people engage with media. Engaging customers via short-form videos (stories, live streams, etc.) should assume a mobile-first audience. Additionally, interactive video is emerging – as noted earlier, interactive videos can dramatically boost engagement and even conversion. Businesses are taking note: 88% of marketers plan to increase investment in interactive video tools in the coming year.

• Omnichannel advantage: Consistency across channels yields loyalty. Companies with robust omnichannel engagement strategies (integrated experiences online, in-app, in-store, etc.) retain 89% of their customers on average, compared to only 33% retention for companies with weak omnichannel strategies. Customers who engage on multiple channels also tend to spend more (Harvard Business Review found omnichannel shoppers spend 10% more online and 4% more in store than single-channel shoppers). The message: meet customers wherever they are, and ensure a seamless handoff between channels.

• Volume of digital touchpoints: The sheer volume of digital communication is staggering – an estimated 376 billion emails are sent and received each day worldwide in 2024. On social media, billions of posts, comments, and messages circulate daily. For brands, cutting through this noise is a challenge; it requires targeting, relevance, and delivering value in each interaction. Still, the ubiquity of email and social provides continuous opportunities to engage if used intelligently.

• Community and engagement: Engaging customers isn’t just one-way – building communities can amplify engagement. 90% of social media marketers say that building an active online community is crucial to success on social platforms. Encouraging user-generated content, discussions, and peer-to-peer interaction around your brand can significantly increase engagement and organic reach. Brands that foster communities (through groups, forums, or social campaigns) often see higher loyalty and advocacy as well.

Final Words

Customer engagement statistics make one thing clear: customers expect relevant, personalized, and consistent experiences across every touchpoint. Brands that understand customer behavior, invest in the right digital channels, and focus on long-term customer relationships are the ones that see higher loyalty, better retention rates, and sustainable business growth.

Engagement is no longer just about sending more messages or being present on more platforms. It’s about creating meaningful interactions that guide customers through the journey, capture valuable insights, and turn interest into action.

If you want to apply these insights in a practical way, involve.me helps you build personalized funnels, quizzes, surveys, and landing pages that keep customers engaged and moving forward. With involve.me, you can create high-converting experiences without coding, collect first-party data, and deliver personalized outcomes at scale.

Turn customer engagement data into real results with involve.me.

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