B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Current
8%
8% -- share of customers rating experiences as superior for customers (2026)
Customers say only 8% of customer experiences are superior.
Attribution:
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Lighthouse Research Team
Last verified:
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Source verified
Evidence graded
Value
8%
Unit
Percentage
Data Vintage
2026
Entity
Evidence Quality
B
Strong, reliable evidence
Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.
Single source - not yet corroborated
Score breakdown
Extraction
50
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
Bain & Company
Primary
Tier C
https://hellosmitten.com/the-importance-of-customer-experience-design/ ↗
Source Article
The Importance of Delightful Customer Experience Design
What do you think happens when 80% of companies believe they offer a superior customer experience design yet customers say only 8% of those experiences are superior?
How about a really big disconnect.
You may have heard of the studies that show that 80% of drivers think they’re in the top 20% of dri…
Original Research
Bain & Company
· Original study ↗
Methodology
Cited customer survey on perceived customer experience quality; commonly attributed to Bain & Company research
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
customers: 8% share of customers rating experiences as superior. Source: Bain & Company (2026). Via Lighthouse Intelligence -- https://lighthousedata.io/data/customers-rate-cx-superior-8pct
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<blockquote cite="https://lighthousedata.io/data/customers-rate-cx-superior-8pct" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>8%</strong> -- share of customers rating experiences as superior for customers<br><small>Source: Bain & Company (2026) · <a href="https://lighthousedata.io/data/customers-rate-cx-superior-8pct" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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