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]

52% of shoppers say they’re more likely to return to a store if the staff provides helpful assistance. [7]

80% of consumers say they are more likely to do business with brands that provide helpful and timely information. [8]

91% of consumers say they’re more likely to use a brand that provides relevant recommendations. [9]

72% of consumers only engage with personalized messaging from brands. [10]

60% of consumers expect personalization. [11]

83% of consumers expect retailers to use data to make shopping more efficient. [12]

65% of consumers say they want a consistent experience across channels. [13]

42% of shoppers say “speed” is the most important aspect of the customer experience. [14]

68% of customers recommend brands that deliver great experiences. [15]

37% of customers will leave after encountering a problem during the buying process. [16]

33% of customers are willing to spend more for better UX (user experience). [17]

57% of customers say they would share positive experiences with others. [18]

32% of customers leave due to poor online experience. [19]

68% of consumers say they want to receive personalized offers. [20]

75% of consumers say they’ll pay more for items that offer a better experience. [21]

67% of consumers expect “anytime, anywhere” shopping experiences. [22]

54% of consumers have stopped shopping at a company because of an issue with delivery. [23]

57% of shoppers say they expect fast shipping (2-3 days). [24]

61% of shoppers say free returns are important. [25]

60% of consumers are willing to share data in exchange for a more personalized experience. [26]

49% of consumers say they’ll recommend a retailer if it makes the return process easy. [27]

88% of consumers say they’re more likely to trust a brand after positive customer experience. [28]

45% of customers will pay more for the convenience of a better experience. [29]

41% of consumers say they’re more loyal when customer support responds quickly. [30]

55% of customers say they prefer retailers that make returns easy. [31]

41% of customers are more likely to purchase from brands that have loyalty perks. [32]

58% of consumers say they have higher loyalty when rewards are personalized. [33]

36% of shoppers say loyalty program experience affects where they shop. [34]

66% of customers say they are likely to re-join a loyalty program if rewards are improved. [35]

47% of customers are willing to wait longer if the returns process is seamless. [36]

30% of apparel customers report sizing issues are a key driver of returns. [37]

19% of apparel returns are due to item not fitting as expected. [38]

31% of shoppers say they return online purchases because of sizing. [39]

46% of customers say that poor product fit is a reason for returns. [40]

42% of shoppers say they can’t find the exact size/fit information they need. [41]

47% of online shoppers say product images are not enough to judge fit. [42]

44% of retailers cite returns as a major operational challenge affecting customer experience. [43]

66% of customers consider return policy important in choosing where to shop. [44]

40% of customers say they are more likely to buy if free returns are offered. [45]

33% of consumers say they avoid shopping because return policies are difficult. [46]

25% of shoppers say returns are “the biggest hassle” in online apparel. [47]

37% of apparel returns occur because the item looks different than expected. [48]

18% of returns are due to “changed mind” (not liking/deciding not). [49]

26% of shoppers would return less if they had better fit recommendations. [50]

62% of customers want more accurate product descriptions to reduce returns. [51]

58% of returns in apparel are influenced by sizing/fit. [52]

41% of online shoppers check return policies before purchasing. [53]

20% of customers say they “always or usually” read online reviews for clothing fit and sizing. [54]

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

29% of shoppers say they would accept slightly longer delivery to reduce return likelihood. [56]

38% of shoppers say they are more likely to keep a product when it matches images closely. [57]

44% of returns are preventable with better product information. [58]

23% of consumers say “I didn’t like how it looked in person” drives returns. [59]

33% of returns are due to delivery issues (late/damaged). [60]

41% of customers say they wait less if they can self-serve. [61]

44% of customers are deterred by long delivery times. [62]

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

55% of ecommerce shoppers say delivery cost impacts their decision. [64]

48% of customers abandon carts when they can’t determine delivery timeframe. [65]

46% of shoppers say they’d pay for better delivery options. [66]

65% of online shoppers say they want real-time order status updates. [67]

53% of consumers prefer text notifications for order updates. [68]

74% of customers expect fast responses on customer support channels. [69]

68% of customers expect proactive communication when delivery is delayed. [70]

79% of customers say it’s important that brands keep them informed about service issues. [71]

58% of consumers say they’re willing to share personal info for personalized order updates. [72]

61% of shoppers want to be able to track returns online. [73]

39% of consumers will delay purchasing if delivery ETA is not available. [74]

48% of customers say they expect an accurate delivery date at checkout. [75]

72% of customers want automated notifications for shipment changes. [76]

54% of customers use mobile tracking. [77]

62% of retailers say customer expectations for delivery visibility have increased. [78]

46% of customers contact support due to shipment issues. [79]

40% of customers say they want self-service tools to check order status. [80]

55% of support requests for apparel are about order status and returns. [81]

41% of customers say inaccurate order information causes negative experience. [82]

44% of customers say they want SMS updates because emails are missed. [83]

57% of apparel shoppers want real-time order status in the loyalty/app experience. [84]

30% of online shoppers consider delivery date accuracy critical. [85]

55% of shoppers are willing to wait longer for more accurate delivery. [86]

57% of customers are willing to pay for expedited delivery in apparel. [87]

64% of customers expect next-day or same-day delivery. [88]

71% of consumers report they’re more likely to purchase if the brand provides accurate delivery estimates. [89]

19% of shoppers report that delivery tracking accuracy affects confidence in the brand. [90]

69% of consumers are willing to share data with a company in exchange for better service. [91]

60% of customers say they feel more confident buying with size guidance tools (e.g., fit quiz). [92]

35% of customers use size charts before purchase. [93]

45% of support tickets are deflected using self-service, according to a service desk benchmark. [94]

28% of customers say they use “fit finder” apps/tools before purchasing. [95]

64% of consumers use chatbots for quick answers. [96]

24% of customers prefer chatbots for simple questions. [97]

70% of customers expect immediate responses. [98]

33% of customers say self-service helps them resolve issues faster. [99]

52% of customers say they will use knowledge base/help center before contacting support. [100]

39% of customers prefer live chat over phone. [101]

73% of customers say good support increases loyalty. [102]

48% of customers say they would use an app instead of contacting support. [103]

41% of retailers plan to expand digital self-service. [104]

57% of customers want to resolve issues through mobile messaging. [105]

62% of customers say they prefer one consistent help center across channels. [106]

46% of apparel shoppers use WhatsApp/FB Messenger for customer support (survey). [107]

54% of consumers say they would purchase more if there were better customer support. [108]

75% of customers say they want access to human agents when needed. [109]

47% of customers say they expect personalized help based on their history. [110]

38% of customers say they want order history in the help experience. [111]

56% of customers say “omnichannel support” improves satisfaction. [112]

65% of companies plan to use AI to improve customer experience. [113]

47% of consumers prefer QR codes for returns at drop-off points. [114]

29% of shoppers say interactive fit tools reduce returns. [115]

52% of customers use barcode/QR scanning for returns/exchanges. [116]

59% of consumers expect retailers to accurately show inventory levels. [117]

63% of customers say they want flexible payment options. [118]

48% of consumers use a retailer’s app for promos and discounts. [119]

45% of consumers say reviews with photos are more trustworthy. [120]

53% of customers say they are more likely to buy when they see accurate stock/size availability online. [121]

33% of customers abandon purchases if checkout fails. [122]

69% of shoppers expect mobile optimization. [123]

45% of ecommerce revenue is influenced by mobile according to Shopify? [124]

25% of online shoppers say they leave a site if it’s slow. [125]

53% of mobile users abandon sites that take longer than 3 seconds to load. [126]

79% of shoppers say they won’t return to a website that had issues. [127]

64% of customers expect consistent experiences across channels. [128]

73% of customers use multiple channels during a purchase journey. [129]

33% of shoppers use social media to inform purchases. [130]

52% of consumers discover products on social media. [131]

28% of apparel shoppers use AR/visual tools to try on. [132]

40% of consumers are more likely to shop with retailers that offer personalization at checkout. [133]

61% of shoppers are more likely to buy from a brand with strong online product pages. [134]

74% of consumers use the internet to find information before buying in-store. [135]

29% of consumers say site search quality affects purchase decisions. [136]

46% of shoppers say product availability information prevents frustration. [137]

20% of ecommerce orders are affected by stockouts / inventory accuracy issues. [138]

49% of apparel customers expect “ship-to-store” options. [139]

30% of shoppers use curbside pickup in apparel. [140]

62% of customers expect to choose delivery or pickup at checkout. [141]

80% of retailers say they are investing in omnichannel. [142]

47% of consumers say they are more likely to buy when they can see availability of sizes in-store. [143]

35% of consumers prefer online inventory visibility. [144]

77% of consumers expect a consistent experience across all channels and devices. [145]

46% of consumers say inventory availability at nearby stores affects purchase decisions. [146]

48% of shoppers say online reviews influence what they buy, which measures the impact of customer feedback on apparel purchase decisions (2023) [147]

66% of shoppers say they have abandoned an online purchase due to shipping costs or delivery concerns, which measures cart abandonment drivers tied to delivery experience (2023) [148]

59% of consumers say they expect free returns, which measures the importance of return policies in the shopping experience (2023) [149]

62% of consumers say they expect fast delivery, which measures expectations for shipping speed (2023) [150]

55% of consumers say they are more likely to shop with a retailer that offers accurate product information (size, fit, or specifications), which measures the importance of product-detail accuracy in apparel shopping (2023) [151]

57% of consumers say they expect consistent experiences across channels (online and in-store), which measures omnichannel consistency expectations in apparel customer experience (2023) [152]