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]

86% of shoppers expect a seamless experience across channels [16]

60% of customers will switch if they don’t feel understood [17]

42% of customers say poor service is the main reason they stop shopping at a retailer [18]

54% of consumers say transparency around delivery helps them feel more confident [19]

71% of consumers expect returns to be easy [20]

61% of customers say they expect retailers to offer flexible returns [20]

39% of consumers say they’ve returned something because it didn’t fit [21]

84% of customers expect consistency in brand experience [22]

49% of shoppers expect product photos and videos to answer their questions before purchase [23]

20% of retailers cite improving the customer experience as their top priority [24]

64% of executives say customer experience is important for growth [25]

1 in 3 consumers will leave after experiencing a bad customer journey [26]

4.5x higher cost to acquire a new customer than retain an existing one [27]

5% increase in customer retention can increase profits by 25% to 95% [28]

80% of businesses plan to increase spending on customer experience technologies [29]

60% of organizations invest in customer experience due to competitive pressure [30]

73% of businesses say customer experience is critical to future revenue [31]

60% of retailers use NPS to measure CX [32]

62% of companies track CSAT for customer support quality [33]

57% of companies use CES (customer effort score) [33]

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

28% of retailers invest in AI chatbots for customer experience [30]

45% of customer interactions will be handled by AI by 2025 (forecast) [30]

30% reduction in service costs from automation (example statistic) [31]

25% higher conversion rates when using personalized recommendations (example statistic) [35]

10% to 20% increase in revenue from CX improvements (example statistic) [36]

20% of consumers say the overall quality of CX affects whether they purchase [36]

55% of consumers say CX influences their loyalty [36]

18% of respondents in retail say they experience delays due to inventory issues [37]

33% of retailers say inventory accuracy is a top challenge impacting CX [38]

26% of retailers use customer data platforms for personalization [30]

35% of retailers say CDP implementation is slow/complex [30]

41% of retailers say improving the returns experience is a priority [39]

37% of retailers say reducing returns will increase profits [40]

15% increase in customer lifetime value with CX improvements (example) [41]

12% lift in repeat purchase from improved CX (example) [41]

20% of shoppers say poor CX would prevent them from returning [41]

34% of apparel ecommerce customers abandon due to checkout friction [42]

49% of consumers say performance issues hurt trust [43]

53% of mobile users abandon sites that take longer than 3 seconds to load [42]

79% of shoppers who are dissatisfied with site experience are less likely to buy again [44]

25% of customers say they’ll switch retailers after experiencing a data breach (risk-related CX) [31]

1 in 4 customers expect real-time personalization (survey) [25]

70% of customers say they expect companies to provide fast, seamless experiences (omnichannel) [45]

67% of customers say technology should make things easier (CES) [45]

42% of customers say they will spend more with a retailer that has good UX [46]

60% of customers say they would recommend a retailer with smooth returns [40]

31% reduction in CX-related costs from process automation (example) [36]

22% higher NPS for retailers that invest in CX tech (example) [30]

28% of retailers say they are behind in omnichannel tech [24]

36% of retailers say they need better analytics to improve CX [24]

44% of customer journeys require cross-team coordination [30]

33% of apparel shoppers report size-related issues that lead to returns [47]

73% of consumers expect consistency across channels [48]

41% of consumers cite personalization as a key driver of customer experience [49]

91% of consumers are more likely to shop with brands that provide relevant offers and recommendations [50]

73% of shoppers use multiple channels during their shopping journey [51]

60% of customers expect an omnichannel experience [28]

67% of consumers say being able to view order status in real-time improves their experience [52]

58% of consumers say they prefer to contact companies via email rather than phone [53]

33% of customers expect companies to use customer history to provide better service [53]

55% of customers expect a consistent experience across all channels (including online and store) [53]

48% of customers expect retailers to send proactive notifications about shipping delays [53]

44% of customers say they would abandon an omnichannel journey due to poor integration [54]

62% of retailers say omnichannel is critical to their business [24]

30% of retailers report challenges with implementing omnichannel [24]

57% of shoppers use mobile to browse [42]

53% of shoppers use smartphones for shopping [42]

45% of shoppers use social media to research products [42]

38% of shoppers use AR/VR tools to preview products [42]

63% of consumers expect tailored recommendations based on their browsing history [55]

49% of consumers say they become frustrated when recommendations are not relevant [55]

65% of retailers say personalization requires a unified view of customer data [25]

52% of consumers are willing to share data in exchange for personalized offers [25]

71% of consumers expect personalized communications [25]

34% of consumers say poor personalization makes them less likely to shop with that brand [25]

86% of consumers say personalization makes them more likely to engage [56]

51% of customers want personalization across all touchpoints [56]

38% of consumers expect product recommendations from brands [56]

46% of customers say they prefer personalized experiences to generic ones [56]

29% of retailers say real-time inventory visibility is a key omnichannel capability [57]

57% of consumers expect inventory accuracy when checking availability online [58]

62% of retailers say same-day delivery is part of their customer experience strategy [59]

48% of shoppers would pay extra for delivery in less than 48 hours [60]

66% of customers want delivery date visibility [60]

69% of consumers expect to be able to track their packages in real time [60]

57% of shoppers expect return policies to be clear before purchase [60]

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 [61]

19% of shoppers cited “ordered the wrong size” as a reason for returns [62]

28% of apparel returns are due to fit [47]

66% of consumers say returns are easy if they can print a label [40]

70% of customers expect free returns [63]

41% of shoppers check return policy before purchase [63]

95% of consumers consider return policies when purchasing online [39]

63% of customers expect return labels to be included in the package [39]

58% of consumers say tracking information improves their delivery experience [39]

41% of customers will abandon a website if delivery time isn’t clear [39]

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 [19]

73% of consumers expect proactive updates about delivery status [19]

67% of customers expect order tracking after purchase [19]

24% of online shoppers say late delivery is a reason they return items [19]

18% of customers said delivery damages impacted their experience [19]

52% of shoppers expect an option for store pickup [60]

46% of shoppers expect curbside pickup [60]

50% of consumers want flexible delivery windows [60]

63% expect the ability to change delivery location after order [60]

45% of online shoppers say they abandon the cart if delivery cost is too high [64]

48% of customers are more likely to buy when delivery is free [64]

35% of consumers will not purchase if delivery is not clear [64]

30% of customers say delivery speed impacts satisfaction in apparel [64]

25% of apparel returns are due to quality issues [65]

34% of customers say they return due to the product being damaged [65]

26% of consumers prefer drop-off returns vs mail [40]

43% of customers expect refunds in 1 week [40]

70% of customer experience initiatives fail due to lack of cultural alignment [66]

56% of consumers say getting help quickly is a top priority [67]

72% of customers expect consistent service across channels [68]

81% of customers say they expect companies to respond to their inquiries quickly [69]

45% of customers say they expect personalization in service interactions [69]

37% of customers prefer chat to phone for customer support [70]

63% of customers say self-service options are important [71]

58% of customers expect to resolve issues through self-service without contacting support [72]

49% of customers will abandon a support journey if they cannot find answers quickly [73]

68% of customers say they are willing to pay more for better customer service [73]

65% of customers want 24/7 support [74]

52% of customers say they prefer email support over phone [53]

41% of customers say they contact customer support about order issues [53]

33% of customers contact support about returns [53]

26% of customers contact support about shipping delays [53]

22% of customers contact support about sizing questions [53]

39% of customers say they will switch brands after repeated issues [75]

38% of customers say they expect a proactive resolution when something goes wrong [30]

73% of customers say the most important factor in support is the agent’s ability to resolve their issue [76]

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 [67]

49% of customers say they have higher expectations for support because of Amazon [67]

25% of customers feel frustrated with long wait times [74]

47% of customers say they will use social media to complain [77]

40% of customers expect customer service to be transparent [53]

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 [78]

58% of customers say they will recommend a company after great support [79]

72% of customers say they expect consistent answers across channels [79]

76% of customers say they’re more likely to buy again if the service was excellent [80]

47% of customers say they would pay more to avoid repeating their problem to multiple agents [80]