Customer Experience In The Accessories Industry Statistics

70% of companies measure customer experience using KPIs like NPS, CES, CSAT [1]

55% of companies use NPS to measure CX [2]

35% of companies use CES (Customer Effort Score) as a metric [3]

60% of companies use CSAT (Customer Satisfaction) surveys [4]

45% of organizations say they struggle to interpret customer feedback data [5]

54% of CX leaders say their data is not integrated across channels [6]

63% of consumers say they will share feedback if they have a good experience [7]

76% of customers expect companies to use customer feedback to improve products and services [7]

48% of organizations do not close the loop on customer feedback [8]

58% of businesses track customer satisfaction with CSAT [9]

27% of organizations track NPS monthly [10]

82% of organizations collect VOC (voice of customer) data [11]

39% of businesses use AI to analyze customer feedback [12]

24% of businesses use text analytics for customer service transcripts [5]

33% of companies say they cannot identify root causes of customer dissatisfaction [13]

67% of CX leaders say NPS alone is insufficient [14]

30% of organizations use CES to reduce friction [15]

45% of customers say they abandon support interactions when it takes too much effort [16]

40% of customers will switch if their effort is high [16]

60% of organizations use customer journey mapping [5]

73% of organizations have a VOC program [17]

51% of companies use predictive analytics for CX [18]

29% use churn prediction models [18]

38% of companies do not have customer-level data unified [19]

22% of organizations measure CX at the point of service only [20]

41% of CX metrics do not align with business goals [21]

56% of companies have low customer data quality [5]

30% of customer feedback is never acted upon [22]

49% of companies lack real-time insight into customer issues [18]

57% of companies monitor customer interactions with analytics [23]

1 bad customer experience can cost a company up to 4 times the original customer acquisition cost [24]

72% of customers who only use one channel are less likely to purchase, compared with omnichannel users (figure from study) [25]

73% of customers use multiple channels to research and purchase [26]

54% of customers expect to be able to switch channels during service [27]

88% of consumers are less likely to repeat business with companies that fail to provide good service [27]

62% of customers expect companies to be available via more than one communication channel [28]

48% of customers expect to receive real-time updates [29]

32% of customers say they expect self-service options [30]

56% of customers prefer messaging over phone calls for customer support [31]

33% of customers prefer live chat [32]

60% of customers say they will abandon a website if it takes longer than 3 seconds to load [33]

40% of consumers will abandon an online transaction if the checkout process is too long [34]

20% of ecommerce shoppers are motivated by fast delivery [35]

69% of customers expect consistent experiences across channels [36]

55% of customers say the experience with a brand influences their loyalty [37]

60% of consumers say they expect a consistent omnichannel experience [38]

45% of customers expect customer service to respond within an hour [39]

41% of customers expect chatbots to answer questions instantly [40]

71% of customers expect their issue to be resolved in one interaction [41]

81% of customers say they need support from the company during the purchase process [42]

58% of customers are willing to pay more for convenience [43]

63% of shoppers expect free shipping [44]

35% of consumers say shipping cost is the main factor affecting their decision to buy online [45]

48% of consumers expect delivery to be faster than promised [46]

45% of customers use reviews to decide what to buy [47]

50% of customers expect a returns process to be easy [48]

33% of ecommerce shoppers abandon because of complex return policies [49]

80% of customers expect to find product information on mobile devices [50]

55% of customers would like to see product availability information in real time [37]

39% of customers expect to be able to track shipments in real time [46]

86% of customers are willing to pay more for a better customer experience [51]

73% of consumers say customer experience influences their purchasing decisions [52]

86% of buyers would walk away from a brand after a poor customer experience [41]

32% of customers have stopped doing business with a company due to poor customer service [41]

61% of consumers are more likely to make another purchase after a positive customer experience [53]

73% of customers point to improvements in customer service as an important way brands differentiate [54]

92% of consumers will buy from brands that offer personalized experiences [55]

80% of customers say they are more likely to do business with a company that provides better customer support [56]

54% of consumers will pay more for products from brands with good customer service [57]

60% of customers say they are likely to switch to a competitor if they don’t get the support they need [58]

1 in 5 customers will stop doing business with a company after one bad experience [59]

43% of consumers want a consistent experience across channels [60]

58% of customers have stopped using a brand after one bad experience [61]

76% of customers expect companies to understand their needs and expectations [62]

52% of customers are more likely to trust brands that personalize content [63]

75% of customers get frustrated when companies send them generic messages [64]

67% of customers are more likely to purchase when they receive personalized offers [65]

63% of customers expect the company to know who they are [66]

59% of customers will use multiple channels during their customer journey [67]

64% of consumers expect companies to offer real-time assistance [68]

42% of customers will switch brands if they don’t receive quick resolution [69]

49% of customers are likely to share a positive experience with others [70]

42% of customers are likely to share a negative experience with others [70]

90% of customers rate experience as important as product [71]

47% of customers expect improvements in customer service to happen quickly [37]

62% of consumers say they are more loyal to a company that offers good customer service [72]

70% of buying experiences are based on how the customer feels they are treated [73]

66% of customers are willing to share feedback to improve experience [74]

81% of customers who have a great experience are likely to repurchase [7]

79% of customers who receive excellent service are likely to recommend the company [7]

14% increase in customer retention leads to 25% to 95% profit increase [75]

60% of consumers expect brands to respond within 5 minutes on social media [76]

43% of consumers expect response within 1 hour for support tickets [77]

82% of customers say the speed of response is important when they have a question [78]

32% of customers expect same-day resolution for common issues [79]

41% of customers expect fast shipping (3-5 days) when buying online [44]

50% of consumers say delivery speed is a major factor in their online purchase decision [62]

63% of customers would shop with a retailer again if it offered reliable delivery [80]

18% of shoppers cite delivery delays as the reason they abandon a cart [81]

9% of online orders are returned on average in the US (industry estimate) [82]

16.6% of e-commerce orders are returned in the US in 2022 (report estimate) [83]

30% of returns are due to sizing issues [84]

21% of returns are due to product not matching expectations [83]

25% of customers check return policy before buying [48]

40% of shoppers say return process is important to their loyalty [61]

70% of shoppers want returns to be simple [85]

36% of customers have had issues with refunds or replacements (survey) [86]

48% of customers say refund speed affects satisfaction [48]

52% of customers expect refunds within 3-5 business days [87]

65% of customers want a delivery tracking link in confirmation emails [88]

75% of customers expect proactive notification of delays [46]

20% of online shoppers have received damaged items and seek resolution [89]

41% of customers expect to be contacted about delays before they reach out [77]

33% of customers say stockouts prevent them from buying again [90]

27% of shoppers abandoned checkout due to shipping costs or times [34]

44% of customers won’t buy again after a delivery failure [91]

34% of customers said returns experience impacts repeat purchases [92]

57% of customers expect free returns for online purchases [93]

61% of shoppers say free returns influence their decision to shop online [83]

28% of retailers report that returns have become more difficult to manage [82]

23% of customers say they would return less if product descriptions were more accurate [85]

35% of customer service costs can be reduced by automation [94]

80% of customer service organizations expect AI to be a competitive advantage [12]

60% of customers have used chatbots for customer service [40]

70% of customers say chatbots reduce waiting time [95]

47% of consumers are open to using bots for basic tasks [96]

53% of organizations use AI for customer service routing [11]

44% of customer service interactions can be automated [97]

24% of customers expect automated updates by SMS [98]

68% of customers expect personalized experiences from brands [62]

72% of customers expect brands to understand their preferences [99]

58% of businesses use CRM systems to manage CX [100]

64% of service teams use ticketing systems [5]

65% of companies use omnichannel customer service platforms [11]

30% of organizations invest in CX automation tools [101]

25% reduction in contact center costs with AI [12]

20% improvement in resolution times with AI [21]

40% of agents report better performance with AI assist [102]

35% of call deflection achieved via self-service and chat [103]

60% of contact centers plan to deploy chatbots [11]

25% of customer interactions are handled by virtual assistants [104]

75% of organizations are integrating customer data platforms (CDP) or will within 12 months [5]

62% of businesses say data enrichment improves personalization [105]

40% of companies use personalization engines [106]

50% of enterprises use marketing automation [11]

45% of customers expect automated order status updates [46]

33% of support requests are about order status [107]

20% of requests are password resets [108]

38% of customers want AI-generated recommendations [103]

29% of companies use agent assist tools [103]

71% of executives say personalization is critical to their CX strategy [109]