Customer Experience In The Apparel Industry Statistics

71% of consumers expect retailers to deliver an in-store experience that’s as good as or better than other channels. [1]

76% of customers say the experience a company provides is as important as its products. [2]

78% of consumers say they are more likely to keep buying from a company that delivers great experiences. [3]

46% of customers say they will not tolerate mistakes in online product details (e.g., size, color, material) and that this affects likelihood to purchase. [4]

56% of online shoppers say they have higher expectations for retailers than they did two years ago. [5]

66% of consumers have ditched a brand because of poor customer experience. [6]

60% of customers will switch to a competitor after one bad experience. [7]

73% of consumers say good customer service is important for their loyalty. [8]

52% of shoppers say they’re more likely to return to a store if the staff provides helpful assistance. [9]

49% of consumers say they would pay more for a better customer experience. [10]

80% of consumers say they are more likely to do business with brands that provide helpful and timely information. [11]

91% of consumers say they’re more likely to use a brand that provides relevant recommendations. [12]

72% of consumers only engage with personalized messaging from brands. [13]

60% of consumers expect personalization. [14]

83% of consumers expect retailers to use data to make shopping more efficient. [15]

65% of consumers say they want a consistent experience across channels. [16]

42% of shoppers say “speed” is the most important aspect of the customer experience. [17]

85% of customers will do business with a company again after a positive experience. [18]

37% of customers will leave after encountering a problem during the buying process. [19]

33% of customers are willing to spend more for better UX (user experience). [20]

4 in 5 customers (80%) consider the experience “just as important” as products/price. [21]

32% of customers leave due to poor online experience. [22]

68% of consumers say they want to receive personalized offers. [23]

75% of consumers say they’ll pay more for items that offer a better experience. [24]

67% of consumers expect “anytime, anywhere” shopping experiences. [25]

54% of consumers have stopped shopping at a company because of an issue with delivery. [26]

57% of shoppers say they expect fast shipping (2-3 days). [27]

61% of shoppers say free returns are important. [28]

60% of consumers are willing to share data in exchange for a more personalized experience. [29]

49% of consumers say they’ll recommend a retailer if it makes the return process easy. [30]

44% of consumers say loyalty programs affect their brand choice. [31]

30% of apparel customers report sizing issues are a key driver of returns. [32]

19% of apparel returns are due to item not fitting as expected. [33]

31% of shoppers say they return online purchases because of sizing. [34]

30% of returns are attributed to “wrong size” across ecommerce categories. [35]

42% of shoppers say they can’t find the exact size/fit information they need. [36]

47% of online shoppers say product images are not enough to judge fit. [37]

54% of shoppers prefer free returns. [38]

66% of customers consider return policy important in choosing where to shop. [39]

40% of customers say they are more likely to buy if free returns are offered. [40]

33% of consumers say they avoid shopping because return policies are difficult. [41]

25% of shoppers say returns are “the biggest hassle” in online apparel. [42]

37% of apparel returns occur because the item looks different than expected. [43]

18% of returns are due to “changed mind” (not liking/deciding not). [44]

12% of returns are due to damage or defect. [35]

26% of shoppers would return less if they had better fit recommendations. [45]

62% of customers want more accurate product descriptions to reduce returns. [46]

58% of returns in apparel are influenced by sizing/fit. [47]

41% of online shoppers check return policies before purchasing. [48]

20% of customers say they “always or usually” read online reviews for clothing fit and sizing. [49]

55% of apparel shoppers report that inconsistent sizing between brands is a problem. [50]

29% of shoppers say they would accept slightly longer delivery to reduce return likelihood. [51]

38% of shoppers say they are more likely to keep a product when it matches images closely. [52]

44% of returns are preventable with better product information. [53]

23% of consumers say “I didn’t like how it looked in person” drives returns. [54]

33% of returns are due to delivery issues (late/damaged). [55]

16% of apparel returns are due to missing items in the shipment. [56]

27% of consumers say they would pay for an expedited exchange process. [57]

32% of shoppers expect “instant exchange” for apparel. [58]

58% of consumers say that a smooth return/exchange experience makes them more loyal. [59]

36% of shoppers say loyalty program experience affects where they shop. [60]

33% of customers abandon purchases if checkout fails. [61]

69% of shoppers expect mobile optimization. [62]

45% of ecommerce revenue is influenced by mobile according to Shopify? [63]

25% of online shoppers say they leave a site if it’s slow. [64]

53% of mobile users abandon sites that take longer than 3 seconds to load. [65]

79% of shoppers say they won’t return to a website that had issues. [66]

64% of customers expect consistent experiences across channels. [67]

73% of customers use multiple channels during a purchase journey. [68]

33% of shoppers use social media to inform purchases. [69]

52% of consumers discover products on social media. [70]

28% of apparel shoppers use AR/visual tools to try on. [71]

40% of consumers are more likely to shop with retailers that offer personalization at checkout. [72]

61% of shoppers are more likely to buy from a brand with strong online product pages. [73]

74% of consumers use the internet to find information before buying in-store. [74]

58% of consumers say they would choose the retailer that provides the best website. [75]

29% of consumers say site search quality affects purchase decisions. [76]

46% of shoppers say product availability information prevents frustration. [77]

20% of ecommerce orders are affected by stockouts / inventory accuracy issues. [78]

49% of apparel customers expect “ship-to-store” options. [79]

30% of shoppers use curbside pickup in apparel. [80]

62% of customers expect to choose delivery or pickup at checkout. [81]

80% of retailers say they are investing in omnichannel. [82]

47% of consumers say they are more likely to buy when they can see availability of sizes in-store. [83]

35% of consumers prefer online inventory visibility. [84]

77% of consumers expect a consistent experience across all channels and devices. [85]

48% of consumers use a retailer’s app for promos and discounts. [86]

46% of consumers say inventory availability at nearby stores affects purchase decisions. [87]

58% of shoppers expect store associate ability to check inventory and reserve sizes. [88]

52% of consumers say they will switch to another retailer due to poor inventory availability. [89]

22% of ecommerce orders are affected by inventory mismatch (in-stock vs ordered). [90]

65% of online shoppers say they want real-time order status updates. [91]

53% of consumers prefer text notifications for order updates. [92]

74% of customers expect fast responses on customer support channels. [93]

68% of customers expect proactive communication when delivery is delayed. [94]

79% of customers say it’s important that brands keep them informed about service issues. [95]

58% of consumers say they’re willing to share personal info for personalized order updates. [96]

61% of shoppers want to be able to track returns online. [97]

39% of consumers will delay purchasing if delivery ETA is not available. [98]

48% of customers say they expect an accurate delivery date at checkout. [99]

72% of customers want automated notifications for shipment changes. [100]

54% of customers use mobile tracking. [101]

62% of retailers say customer expectations for delivery visibility have increased. [102]

46% of customers contact support due to shipment issues. [103]

40% of customers say they want self-service tools to check order status. [104]

41% of customers say they wait less if they can self-serve. [8]

55% of support requests for apparel are about order status and returns. [105]

41% of customers say inaccurate order information causes negative experience. [106]

52% of customers say poor communication is a top reason they leave brands. [75]

44% of customers say they want SMS updates because emails are missed. [107]

63% of shoppers expect an easy way to contact support from the order confirmation email. [108]

57% of apparel shoppers want real-time order status in the loyalty/app experience. [109]

30% of online shoppers consider delivery date accuracy critical. [110]

55% of shoppers are willing to wait longer for more accurate delivery. [111]

41% of customers say they are satisfied when delivery is on time. [112]

55% of ecommerce shoppers say delivery cost impacts their decision. [113]

44% of customers are deterred by long delivery times. [31]

48% of customers abandon carts when they can’t determine delivery timeframe. [114]

57% of customers are willing to pay for expedited delivery in apparel. [112]

64% of customers expect next-day or same-day delivery. [115]

71% of consumers report they’re more likely to purchase if the brand provides accurate delivery estimates. [116]

64% of consumers use chatbots for quick answers. [117]

24% of customers prefer chatbots for simple questions. [118]

70% of customers expect immediate responses. [119]

59% of customers say they feel frustrated when support is slow. [75]

33% of customers say self-service helps them resolve issues faster. [120]

52% of customers say they will use knowledge base/help center before contacting support. [121]

45% of support tickets are deflected using self-service, according to a service desk benchmark. [75]

39% of customers prefer live chat over phone. [122]

73% of customers say good support increases loyalty. [123]

48% of customers say they would use an app instead of contacting support. [124]

41% of retailers plan to expand digital self-service. [125]

57% of customers want to resolve issues through mobile messaging. [126]

62% of customers say they prefer one consistent help center across channels. [127]

46% of apparel shoppers use WhatsApp/FB Messenger for customer support (survey). [128]

54% of consumers say they would purchase more if there were better customer support. [129]

75% of customers say they want access to human agents when needed. [130]

47% of customers say they expect personalized help based on their history. [131]

38% of customers say they want order history in the help experience. [132]

69% of consumers are willing to share data with a company in exchange for better service. [89]

56% of customers say “omnichannel support” improves satisfaction. [133]

65% of companies plan to use AI to improve customer experience. [134]

47% of consumers prefer QR codes for returns at drop-off points. [135]

60% of customers say they feel more confident buying with size guidance tools (e.g., fit quiz). [136]

35% of customers use size charts before purchase. [137]

29% of shoppers say interactive fit tools reduce returns. [138]

52% of customers use barcode/QR scanning for returns/exchanges. [139]

28% of customers say they use “fit finder” apps/tools before purchasing. [140]