Customer Experience In The Fashion Industry Statistics

30% of global consumers report they’ve experienced data privacy issues [1]

86% of consumers say they would pay more for a better experience [2]

59% of consumers say security breaches affect how they view a brand [3]

52% of customers are concerned about privacy when companies collect shopping data [4]

73% of consumers would share data if it improved the shopping experience [5]

47% of consumers say fake reviews reduce trust [6]

40% of consumers say inaccurate sizing reduces confidence and trust [7]

63% of consumers say they trust brands that provide transparency on product origin/materials [8]

52% of consumers say sustainability claims affect brand perception [9]

77% of consumers say they care about ethical sourcing in fashion [10]

58% of consumers avoid brands with poor labor practices [11]

65% of consumers say they expect brands to disclose material sourcing and manufacturing [12]

33% of consumers say they are concerned about counterfeit products online [13]

45% of consumers say they would return an item if it didn’t match the description [14]

29% of consumers say they don’t buy if there are too many unclear shipping terms [15]

49% of consumers say brand transparency affects their loyalty [16]

61% of consumers say reviews affect their trust in a retailer [17]

38% of consumers say they would stop buying from a brand after seeing it mishandle customer data [3]

55% of consumers say they check refund policies before buying [18]

42% of consumers say they hesitate to buy online due to fraud risk [19]

36% of consumers say they experienced delivery scams or fake tracking [19]

27% of consumers say they don’t trust “green” claims [8]

48% of consumers say brand reputation influences where they shop [20]

51% of consumers report they feel more confident buying from brands with clear customer service policies [21]

64% of consumers say they trust retailers more when they provide accurate product information [9]

59% of consumers say they trust brands that make returns simple [14]

37% of consumers say misinformation about product fit lowers trust [7]

46% of consumers say they will switch if the brand is not truthful in marketing [6]

55% of consumers say they care about how brands handle customer complaints publicly [22]

62% of consumers say they want real-time communication to build trust [23]

73% of shoppers say customer experience is a key factor in purchasing decisions [24]

70% of consumers say they are willing to spend more with companies that deliver great CX [24]

80% of consumers say the experience a company provides is as important as its products [24]

64% of consumers expect a company to respond within hours (not days) on service issues [25]

86% of buyers are willing to pay more for a great customer experience [2]

32% of consumers would stop dealing with a brand after several bad experiences [26]

33% of consumers expect retailers to proactively offer personalized recommendations [27]

60% of consumers say they will switch to a competitor if they have a poor experience with a brand [28]

73% of consumers are willing to share data if it results in a better experience [5]

59% of consumers said they would be willing to pay more for a product if it included a better customer experience [29]

52% of consumers say they’re more likely to recommend a brand with consistent customer experience [30]

48% of consumers cite “customer experience” as the main factor in choosing a company [31]

45% of consumers have spent more money with a company after a good customer service experience [32]

38% of consumers switch brands after one bad experience [33]

62% of consumers expect personalized service [34]

74% of consumers get frustrated when they can’t find the information they need [35]

53% of consumers expect a retailer to tailor recommendations to their preferences [36]

87% of customers say they’ll abandon a transaction if the experience isn’t smooth [37]

41% of shoppers say they are more likely to buy from brands that provide real-time updates [23]

65% of customers expect brands to know their preferences and purchase history [28]

48% of consumers said they will leave a brand they like after just one poor experience [38]

42% of consumers will switch if their issue isn’t resolved quickly [39]

57% of customers say they are more loyal to brands that provide proactive customer service [40]

69% of consumers say they expect a consistent experience across channels [41]

44% of consumers say they expect brands to respond to complaints on social media [22]

72% of consumers say they will share positive feedback if a brand delivers a good experience [42]

31% of fashion shoppers say poor product availability would lead to not buying again [43]

56% of consumers say they will pay more for faster delivery [44]

54% of consumers expect delivery updates [45]

46% of consumers say they would abandon an online purchase due to payment-related friction [46]

63% of customers are more likely to purchase when they receive personalized offers [47]

45% of online customers say shipping costs determine whether they buy [48]

70% of consumers report that their loyalty is influenced by how well brands handle returns [49]

74% of customers say they will recommend a brand after a great experience [50]

49% of consumers say they will not buy again from brands that make returns difficult [14]

66% of customers expect consistent branding across channels [20]

35% of consumers say they use CX to assess brand quality [3]

58% of customers say they will pay more for a seamless experience [51]

71% of customers expect companies to use the information they already have to provide personalized recommendations [52]

62% of consumers have ended relationships with a brand due to poor service [53]

55% of shoppers say they are more likely to buy if customer support is responsive [54]

78% of consumers say they value experiences more than products [55]

41% of customers would switch to competitors due to lack of product information [56]

23% of consumers cite “high shipping costs” as a top factor in abandoning online carts [48]

18% of online shoppers abandon carts due to unexpected delivery charges [57]

24% of shoppers abandon because delivery time is too long [57]

17% of shoppers abandon due to not trusting the site [57]

42% of consumers abandon due to too many steps in checkout [58]

26% of shoppers abandon because they want a faster delivery option [57]

37% of consumers say mobile checkout is slower than expected [59]

53% of visits are abandoned if pages take longer than 3 seconds to load [60]

79% of online shoppers are dissatisfied when images don’t match what they expected [61]

44% of consumers say inaccurate product information prevents purchase [17]

60% of consumers say product reviews heavily influence purchase decisions [62]

67% of fashion shoppers view product images multiple times before buying [7]

52% of shoppers check sizing charts before purchase [43]

28% of returns are driven by fit issues [63]

25% of online clothing orders are returned [64]

31% of consumers say they return items because they don’t fit properly [49]

65% of consumers say they are more likely to buy when there is free returns [14]

22% of shoppers abandon due to complicated returns process [65]

38% of customers are discouraged by long delivery times [43]

41% of customers expect same-day or next-day delivery for fashion [23]

29% of consumers say they abandon purchases when the site lacks clear shipping information [58]

46% of consumers abandon if customer support isn’t easy to find [20]

34% of customers abandon because of unclear return policy [58]

56% of consumers say that failed deliveries reduce their willingness to shop [66]

45% of consumers say stockouts lead them to delay or cancel purchases [43]

49% of consumers expect accurate inventory availability [7]

58% of consumers say they use size guides to reduce fit uncertainty [44]

62% of consumers expect more detailed product information (materials, care, fit) [67]

35% of shoppers say they leave a site if it’s hard to find product details [20]

33% of consumers say they abandon due to too many ads/popups [68]

17% of shoppers abandon due to lack of payment options [69]

58% of online shoppers say paying by PayPal/one-click reduces friction [70]

28% of consumers say they return because they ordered multiple sizes [14]

30% of fashion return reasons are “ordered wrong size” [7]

24% of consumers abandon because pricing isn’t shown clearly [58]

20% of shoppers abandon when there’s no guest checkout [69]

52% of consumers say that customer reviews increase confidence [9]

71% of consumers expect brands to deliver personalized experiences [5]

76% of consumers say personalization makes them more likely to shop with a brand [24]

52% of shoppers expect personalization on product recommendations [36]

33% of shoppers expect a personalized offer in the next shopping session [27]

62% of customers expect consistent experiences across channels [34]

45% of consumers say they use mobile as part of the shopping journey [71]

64% of shoppers use more than one channel while shopping for clothing [43]

55% of customers expect product availability visibility online [43]

49% of retailers say mobile is the most important channel for CX [72]

41% of consumers check inventory online before going to a store [73]

73% of consumers say they rely on reviews while shopping fashion online [17]

58% of consumers expect personalized email offers [23]

62% of consumers are more likely to engage with brands that provide recommendations [47]

48% of customers want to save their preferences for later [51]

35% of consumers expect a “magic” shopping experience that adapts to them [28]

57% of consumers use omnichannel features like click-and-collect [43]

31% of customers say they would be willing to use AR/VR for fashion try-on [74]

41% of customers say AR try-on increases confidence in purchasing [75]

68% of customers say they want seamless returns across online and offline channels [14]

50% of consumers expect a consistent pricing and promotions strategy across channels [31]

63% of consumers say they want to track shipments across devices [23]

56% of consumers want store associates to have access to customer data [24]

47% of customers say they expect size recommendations based on their previous purchases [76]

34% of fashion shoppers said fit prediction would influence their purchase [77]

67% of retailers use personalization tools [78]

44% of consumers expect personalization in-store via mobile [79]

52% of consumers say they prefer chat to phone for quick questions in retail [80]

58% of consumers say they expect retailers to remember their preferences [28]

46% of consumers expect tailored recommendations on the basis of browsing behavior [36]

61% of consumers use loyalty programs to track purchases [81]

39% of consumers say social media influences their clothing purchases [44]

53% of consumers say brand websites/apps influence their shopping experience [9]

40% of consumers want to shop via social platforms [74]

57% of consumers expect consistent promotions and offers across channels [67]

50% of consumers say they would buy again if the retailer remembered their past purchases [50]

65% of consumers say personalization is key to winning loyalty [82]

88% of online consumers are less likely to shop with a retailer after experiencing poor customer service [83]

61% of consumers expect customer service agents to know their purchase history [24]

33% of customers would stop using a service if issues aren’t resolved quickly [25]

74% of customers are willing to pay more for faster resolutions [84]

48% of customers expect a response on social media in under one day [22]

71% of customers say they would share a good customer service experience [85]

63% of consumers expect companies to provide self-service options [79]

52% of customers will abandon a contact attempt after a long wait [86]

35% of consumers have waited over an hour for customer support [20]

59% of customers expect service personalization based on past interactions [28]

66% of customers expect companies to offer multiple channels for support [40]

45% of consumers say they expect a consistent experience when switching between channels [87]

41% of consumers want live chat as an option [80]

29% of consumers say they prefer phone support [74]

39% of consumers report that delayed responses impact their buying decisions [2]

57% of companies say improving service speed is a top CX priority [88]

68% of shoppers want fast delivery updates [23]

71% of consumers say they are more likely to trust brands that respond to complaints quickly [31]

79% of customers expect support to be available through their preferred channel [89]

47% of customers expect online chat to connect to someone immediately [20]

40% of customers expect a refund process to be completed within 14 days [18]

63% of customers say they want the ability to track issues and resolution status [90]

56% of consumers want proactive customer service outreach [29]

49% of customers use FAQs before contacting support [91]

34% of customers say they prefer AI chatbots for simple tasks [3]

75% of businesses say they are investing in customer service automation [20]

62% of consumers say service quality affects their overall perception of a brand [27]

53% of customers expect a unified customer profile across channels [78]

46% of consumers say they expect support to resolve issues without multiple contacts [21]

38% of customers report that repeated questioning is a key frustration [50]

44% of customers want faster resolution during returns/exchanges [14]

60% of customers expect to be able to change an order after placing it [43]

52% expect refunds to be processed quickly [29]

67% of customers say they expect accurate order status updates [23]

58% of consumers say they expect omnichannel support for fashion purchases [31]

29% of online fashion shoppers say they use AR try-on to decide which size to buy [20]

34% of customers say they prefer guided selling tools (size, fit, styling) in fashion [67]

21% of fashion retailers report returns are a major cost driver [92]

48% of customers say they want easy exchange options [14]

57% of consumers expect chatbots to resolve simple questions [3]

61% of customers expect consistent returns instructions across channels [14]

46% of customers say they want instant answers for order status [23]

63% of consumers say mobile notifications improve delivery experience [23]

52% of customers say inaccurate order fulfillment lowers satisfaction [43]

39% of customers say they’d return to a retailer after a quick refund [14]

42% of fashion shoppers require more than one contact for resolution [50]

68% of businesses say improving order accuracy is a top CX priority [29]

44% of customers say they want packaging and unboxing experience improved [93]

31% of customers say they rate a brand lower if customer service is hard to reach [21]

53% of customers say call waiting times affect satisfaction [89]

28% of customers say they’d abandon if hold times exceed 10 minutes [74]

40% of customers say they expect refunds within a week for faulty items [18]

55% of consumers say proactive order updates reduce anxiety [23]

66% of shoppers say store associate knowledge affects their satisfaction [43]

49% of customers say they want easier garment care instructions [67]

46% of customers say they are dissatisfied when sizing guidance is inaccurate [7]

37% of customers say they want more accurate delivery estimates [43]

58% of customers say automated service reduces response times [29]

27% of customers say they only contact support after using self-service [40]

61% of customers say they want real-time inventory for store pickup [43]