Customer Experience In The Clothing Industry Statistics

73% of customers say customer experience is an important factor in their purchasing decisions [1]

76% of consumers expect companies to understand their needs and expectations [1]

59% of consumers are willing to pay more for a better customer experience [1]

72% of customers expect a consistent experience across departments [1]

88% of customers say it’s important to have access to a company representative when they need help [1]

70% of customers said customer service is the primary reason they continue to do business with a company [2]

61% of consumers say they will stop doing business with a brand after a single poor customer experience [3]

1 in 2 consumers have higher expectations of brands today than they did two years ago [4]

32% of consumers feel brands are failing them with respect to personalization [4]

7 in 10 consumers expect companies to deliver a personalized experience [4]

76% of consumers say they are more likely to use a brand that offers proactive service [4]

73% of consumers expect companies to respond within minutes on social media [4]

52% of consumers say they have switched brands because of poor customer experience [5]

32% of consumers say their loyalty is driven by the quality of customer service [5]

39% of consumers say they stopped doing business with a brand due to poor customer service [5]

77% of customers recommend brands with good customer experience [6]

1 in 5 customers say they would stop buying from a company after only one bad experience [6]

80% of consumers say they are willing to spend more with companies that provide great experiences [6]

73% of customers point to customer experience as a differentiator [6]

89% of consumers read reviews before purchasing online [7]

87% of consumers used the internet to find information about products [8]

62% of consumers say they would like more personalized experiences from retailers [9]

55% of consumers expect retailers to offer personalized recommendations [9]

66% of consumers say they’re more likely to buy from a retailer that provides personalized recommendations [9]

40% of online shoppers abandon a purchase if the delivery takes too long [10]

60% of shoppers say free shipping is important [11]

48% of consumers say they will not return to a website after a bad experience [12]

44% of consumers say they are likely to switch brands if they don’t get their issue resolved quickly [13]

65% of consumers want to receive customer service in real-time [14]

56% of customers are more likely to return if issues are resolved quickly [15]

20% of retailers cite improving the customer experience as their top priority [16]

64% of executives say customer experience is important for growth [17]

1 in 3 consumers will leave after experiencing a bad customer journey [18]

4.5x higher cost to acquire a new customer than retain an existing one [19]

5% increase in customer retention can increase profits by 25% to 95% [20]

80% of businesses plan to increase spending on customer experience technologies [21]

60% of organizations invest in customer experience due to competitive pressure [22]

73% of businesses say customer experience is critical to future revenue [23]

60% of retailers use NPS to measure CX [24]

62% of companies track CSAT for customer support quality [25]

57% of companies use CES (customer effort score) [25]

34% of retailers report customer churn is linked to CX issues [26]

28% of retailers invest in AI chatbots for customer experience [22]

45% of customer interactions will be handled by AI by 2025 (forecast) [22]

30% reduction in service costs from automation (example statistic) [23]

25% higher conversion rates when using personalized recommendations (example statistic) [27]

10% to 20% increase in revenue from CX improvements (example statistic) [28]

20% of consumers say the overall quality of CX affects whether they purchase [28]

55% of consumers say CX influences their loyalty [28]

18% of respondents in retail say they experience delays due to inventory issues [29]

33% of retailers say inventory accuracy is a top challenge impacting CX [30]

26% of retailers use customer data platforms for personalization [22]

35% of retailers say CDP implementation is slow/complex [22]

41% of retailers say improving the returns experience is a priority [31]

37% of retailers say reducing returns will increase profits [32]

15% increase in customer lifetime value with CX improvements (example) [33]

12% lift in repeat purchase from improved CX (example) [33]

20% of shoppers say poor CX would prevent them from returning [33]

34% of apparel ecommerce customers abandon due to checkout friction [34]

49% of consumers say performance issues hurt trust [35]

73% of consumers expect consistency across channels [36]

41% of consumers cite personalization as a key driver of customer experience [37]

91% of consumers are more likely to shop with brands that provide relevant offers and recommendations [38]

73% of shoppers use multiple channels during their shopping journey [39]

60% of customers expect an omnichannel experience [20]

67% of consumers say being able to view order status in real-time improves their experience [40]

58% of consumers say they prefer to contact companies via email rather than phone [41]

33% of customers expect companies to use customer history to provide better service [41]

55% of customers expect a consistent experience across all channels (including online and store) [41]

48% of customers expect retailers to send proactive notifications about shipping delays [41]

44% of customers say they would abandon an omnichannel journey due to poor integration [42]

62% of retailers say omnichannel is critical to their business [16]

30% of retailers report challenges with implementing omnichannel [16]

57% of shoppers use mobile to browse [34]

53% of shoppers use smartphones for shopping [34]

45% of shoppers use social media to research products [34]

38% of shoppers use AR/VR tools to preview products [34]

63% of consumers expect tailored recommendations based on their browsing history [43]

49% of consumers say they become frustrated when recommendations are not relevant [43]

65% of retailers say personalization requires a unified view of customer data [17]

52% of consumers are willing to share data in exchange for personalized offers [17]

71% of consumers expect personalized communications [17]

34% of consumers say poor personalization makes them less likely to shop with that brand [17]

86% of consumers say personalization makes them more likely to engage [44]

51% of customers want personalization across all touchpoints [44]

38% of consumers expect product recommendations from brands [44]

46% of customers say they prefer personalized experiences to generic ones [44]

29% of retailers say real-time inventory visibility is a key omnichannel capability [45]

57% of consumers expect inventory accuracy when checking availability online [46]

62% of retailers say same-day delivery is part of their customer experience strategy [47]

48% of shoppers would pay extra for delivery in less than 48 hours [48]

30% of online shoppers say they’ve returned an item due to fit issues [9]

8% of online shoppers say they return items because of sizing/fit problems [49]

19% of shoppers cited “ordered the wrong size” as a reason for returns [50]

28% of apparel returns are due to fit [51]

66% of consumers say returns are easy if they can print a label [32]

70% of customers expect free returns [52]

41% of shoppers check return policy before purchase [52]

95% of consumers consider return policies when purchasing online [31]

63% of customers expect return labels to be included in the package [31]

58% of consumers say tracking information improves their delivery experience [31]

41% of customers will abandon a website if delivery time isn’t clear [31]

57% of consumers expect same- or next-day delivery for online purchases [9]

43% of consumers expect two-day delivery [9]

48% of consumers will pay for faster shipping [9]

35% of retailers consider delivery speed as important to CX [9]

68% of shoppers expect accurate delivery estimates [53]

73% of consumers expect proactive updates about delivery status [53]

67% of customers expect order tracking after purchase [53]

24% of online shoppers say late delivery is a reason they return items [53]

18% of customers said delivery damages impacted their experience [53]

52% of shoppers expect an option for store pickup [48]

46% of shoppers expect curbside pickup [48]

50% of consumers want flexible delivery windows [48]

63% expect the ability to change delivery location after order [48]

45% of online shoppers say they abandon the cart if delivery cost is too high [54]

48% of customers are more likely to buy when delivery is free [54]

35% of consumers will not purchase if delivery is not clear [54]

30% of customers say delivery speed impacts satisfaction in apparel [54]

25% of apparel returns are due to quality issues [55]

34% of customers say they return due to the product being damaged [55]

70% of customer experience initiatives fail due to lack of cultural alignment [56]

56% of consumers say getting help quickly is a top priority [57]

72% of customers expect consistent service across channels [58]

81% of customers say they expect companies to respond to their inquiries quickly [59]

45% of customers say they expect personalization in service interactions [59]

37% of customers prefer chat to phone for customer support [60]

63% of customers say self-service options are important [61]

58% of customers expect to resolve issues through self-service without contacting support [62]

49% of customers will abandon a support journey if they cannot find answers quickly [63]

68% of customers say they are willing to pay more for better customer service [63]

65% of customers want 24/7 support [64]

52% of customers say they prefer email support over phone [41]

41% of customers say they contact customer support about order issues [41]

33% of customers contact support about returns [41]

26% of customers contact support about shipping delays [41]

22% of customers contact support about sizing questions [41]

39% of customers say they will switch brands after repeated issues [65]

38% of customers say they expect a proactive resolution when something goes wrong [22]

73% of customers say the most important factor in support is the agent’s ability to resolve their issue [66]

52% of consumers expect support to be available in their preferred channel [13]

61% of customers say they’re less likely to buy from a company with poor service [57]

49% of customers say they have higher expectations for support because of Amazon [57]

25% of customers feel frustrated with long wait times [64]

47% of customers say they will use social media to complain [67]

40% of customers expect customer service to be transparent [41]

34% of customers say they are more likely to remain loyal after they receive a satisfactory resolution [13]

52% of customers say resolving a complaint quickly makes them more loyal [13]

61% of consumers expect help within 5 minutes for online inquiries [14]

44% of customers expect customer service to be available 24/7 [68]

58% of customers say they will recommend a company after great support [69]