B2B buying did not always feel this personal.

In the early 2010s, most B2B deals were driven by price, contracts, and sales calls. By 2018, buyer expectations shifted as digital tools, CRMs, and self-service portals became common. Then 2020 changed everything. Remote buying became the norm, and experience moved to the center.

Today, 86% of B2B buyers are willing to pay more for a better customer experience, and 73% say experience matters more than price. That puts B2B in the same league as B2C, where speed and ease already rule.

But there is a problem. Buyers now expect fast, simple, and personalized journeys, while many B2B companies still rely on slow systems and manual processes. With that in mind, we will cover some powerful B2B customer experience statistics that B2B companies need to pay attention in 2026.

B2B Customer Experience Statistics: Key Numbers

• 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.)

B2B Customer Service Response Time Statistics: The Key Data

• 46% of customers expect companies to respond in less than 4 hours.
• The average customer service response time is 12 hours and 10 minutes.
• Slow response times cause 52% of customers to stop purchasing from a company.
• 12% of customers expect a response within 15 minutes or less.
• 90% of customers consider instant customer service crucial or very important.
• 85% of customers expect a company to respond within six hours.
• 46% of customers are willing to wait for a response for three days.
• 12.5% of respondents were satisfied with a week’s wait for a response from a business.
• 77% of customers believe that the best service a company can provide is quick response.
• 89% of consumers say a quick response to an initial inquiry influences their purchase decision.

Sources: (Linkedin, Toister Solutions, Fresh Works, Super Office, Fresh Lime, Statista, Gatherup, Forrester, Tidio.)

B2B Customer Onboarding Statistics

• Effective onboarding processes can increase customer retention by 50%.
• High-touch onboarding experiences can lead to 7.4% more revenue in the first 18 months.
• Digital onboarding can raise conversion rates by up to 50%.
• Companies without a robust onboarding process have 47% higher support costs per customer.
• Insufficient onboarding causes 40-60% post-signup user dropout in the software industry.
• 74% of potential customers will switch solutions if onboarding is complicated.
• 82% of enterprise organizations consider their onboarding strategy to be a key value driver.
• 86% of customers say they will remain loyal if onboarding and ongoing education are provided.
• 63% of customers consider the onboarding period before subscribing to a service or making a purchase.
• 55% of people have returned a product because they were unsure how to use it.

Sources:

1. The Unbreakable Link Between User Onboarding and Customer Retention. | User Guiding
2. Why Customer Onboarding is a Profit Generator (Plus Mistakes to Avoid) | Task Ray
3. Digital Onboarding: Meaning and How the Process Works. | Regula
4. Hiring Thing
5. Elton Mwangi on LinkedIn: #onboarding. | LinkedIn
6. HubSpot
7. Best Onboarding Experiences in SaaS. | The Good Group
8. User Pilot
9. How Onboarding Optimises User Retention [UNIQUE DATA] | Wyzowl
10. Why is Consumer Onboarding Critical for Startups. | Login Radius

B2B Customer Engagement Statistics: The Key Data

• Engaged customers can generate 51% more revenue and sales than disengaged customers.
• Fully engaged customers spend 23% more over their lifetime than the average customer.
• Customers who engage spend 60% more per transaction.
• Engagement increases cross-sell revenue by 22% and up-sell revenue by 38%.
• Revenue increased 90% on average with digital customer engagement investments.
• Omnichannel customer engagement increases revenue by 9.5% year-over-year, compared to 3.4% for other companies.
• Business revenue increases 80% when customer experience is improved.
• Around 40% of customer interactions will be automated by 2023 using AI and machine learning.
• 91% of consumers say relevant offers and personalized recommendations influence purchases.
• 24.6% of marketers use a CRM platform for customer engagement.

Sources:

1. Relationship Marketing: The Ultimate Guide | Referral Rock
2. Why Customer Engagement Matters So Much Now. | Gallup
3. Why Engaged Customers are Your Best Customers: Facts & Figures on the Value of Engagement. | LinkedIn
4. Create a customer engagement strategy to grow revenue | Birdeye
5. Investment in customer engagement drives revenue growth | SME horizon
6. Mastering Omnichannel Marketing: Boost Leads and Lower Ad Spend. | LinkedIn
7. Create a great customer experience to drive growth. | DXC
8. 40% of all customer interactions will be automated through AI and machine learning by 2023 . | Saleslion
9. How to personalize the customer experience. | Coniq
10. PWC found that the number of companies investing in the omni-channel experience has jumped from 20% to more than 80% | Vision Point Systems

AI Customer Service Statistics: Key Numbers

• AI will power 95% of customer interactions by 2025.
• 40% of businesses use AI to engage with customers.
• AI can reduce customer service costs by up to 30%.
• AI increased customer service agent productivity by 14%, study finds.
• Companies using AI capabilities achieve 3.5 times greater increase in customer satisfaction rates.
• More than 59% of consumers rated their interactions with AI customer support as at least an 8 out of 10.
• 80% of customers who interact with an AI chatbot have a positive experience.
• Over 60% of customer service professionals said AI helped them save time
• 27% of global consumers say AI can deliver the same or better service than humans.
• 73% of shoppers believe AI can positively impact the customer experience.

Sources: (It Pro, Hiver Hq, Venture Beat, Hr Dive, Tech Crunch, Zen Desk, Search Engine Journal, Pipeline, Semrush, Business Wire.)