Customer Experience In The Fashion Retail Industry Statistics

73% of shoppers expect consistent experiences across channels [1]

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

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

78% of customers believe that the experience a company provides is as important as its products/services [1]

80% of customers expect companies to deliver real-time customer support [3]

59% of customers have higher expectations of brands after a good customer experience [4]

62% of consumers have spent more than planned to get better service [5]

66% of customers expect companies to understand their needs and expectations [1]

40% of customers switch brands due to a poor customer experience [6]

54% of shoppers expect consistent experiences across all channels [7]

52% of consumers expect social media to provide customer service [8]

63% of shoppers expect online retailers to provide the same quality of service as in-store [9]

33% of shoppers use mobile while shopping in-store to compare prices [10]

48% of shoppers use mobile to check reviews while in store [10]

71% of consumers want brands to tailor the experience to them [11]

67% of consumers say they will likely share positive experiences [12]

45% of consumers will share negative experiences with others [13]

84% of consumers say they expect companies to be responsive to their requests [14]

37% of customers have higher expectations after having experienced a company’s “best” service [15]

50% of consumers feel that companies don’t do enough to address their needs [13]

68% of customers will stop using a brand after three bad experiences [16]

53% of consumers expect consistent personalization across channels [17]

39% of customers expect delivery updates in real time [18]

72% of consumers expect an easy return process [1]

56% of online shoppers abandon purchases when they can’t find answers quickly [19]

41% of shoppers expect retailers to offer fulfillment options (pickup/ship) [20]

61% of customers expect to be able to track orders in real time [21]

47% of customers expect messaging apps to be used for customer service [22]

70% of shoppers expect retailers to remember their preferences [23]

58% of customers would like to receive personalized offers and discounts [24]

63% of consumers expect brands to provide personalized recommendations [25]

73% of shoppers say product recommendations affect their buying decisions [26]

45% of consumers are more likely to shop with brands that personalize content [11]

80% of shoppers are more likely to buy when brands provide personalized experiences [1]

91% of consumers are willing to share data for personalization [1]

75% of customers expect personalized offers/discounts [25]

63% of consumers expect brands to tailor recommendations to them [27]

56% of customers say they feel frustrated when personalization is absent [3]

50% of customers have stopped buying because personalization was not useful [13]

52% of customers expect personalized communication [1]

62% of online shoppers want product recommendations based on their browsing history [28]

58% of customers say personalized recommendations increase loyalty [2]

31% of consumers prefer personalization over privacy tradeoffs [29]

84% of companies say personalization is important to their growth strategy [30]

73% of shoppers say they would switch brands for better personalization [7]

65% of customers expect personalization on every channel [17]

44% of customers say recommendations help them discover new products [31]

48% of customers say personalized recommendations make it easier to choose [31]

55% of shoppers say they want sizes and fit recommendations [32]

39% of fashion shoppers want personalized style suggestions [33]

60% of consumers say tailored recommendations improve their shopping experience [1]

34% of customers will abandon personalization if it becomes inaccurate [13]

69% of shoppers want retailers to remember their preferences [23]

57% of consumers say personalization is most effective when it is timely [3]

46% of customers say they want recommendations tailored to their style preferences [34]

38% of customers want recommendations based on their past purchases [25]

41% of customers say personalization reduces decision fatigue [26]

49% of consumers say that more personalized emails would improve their experience [24]

53% of customers are more likely to engage with brands that provide personalization [2]

64% of customers want personalized product availability (sizes/in-stock) [35]

42% of customers expect loyalty offers tailored to them [36]

47% of customers want outfit recommendations with complementary items [37]

70% of customers say they would switch to a competitor after a poor experience [14]

76% of customers say they are loyal to brands that provide a good experience [14]

65% of customers say they would pay more for a better experience [2]

86% of buyers are willing to pay more for better CX [2]

32% of customers say they are more likely to purchase when retailers personalize offers [24]

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

59% of consumers say they’ve spent more due to a positive customer experience [39]

33% of customers are willing to forgive one experience mistake if the firm responds quickly [40]

45% of consumers say CX has a strong impact on brand reputation [13]

74% of customers say the company’s treatment affects their loyalty [3]

39% of customers say they would recommend a brand after a good experience [13]

22% of customers say they have stopped shopping with a brand due to poor experience [41]

48% of customers say loyalty programs influence their choice of retailer [42]

52% of consumers say loyalty points encourage purchases [42]

38% of customers say they expect loyalty rewards to be personalized [25]

63% of consumers say they would join a loyalty program if it offered tailored rewards [11]

57% of consumers say rewards are a key driver of repeat purchases [24]

28% of customers want loyalty to include early access to product drops [43]

24% want loyalty to include personalized discounts [43]

55% of consumers say they are more likely to buy from brands with strong loyalty programs [42]

42% of customers say discounts are less effective than experience improvements [4]

30% of retail customers say they are driven by price rather than CX [4]

20% of customers say they would pay more to avoid poor CX [2]

67% of customers say they expect brands to make it easy to fix mistakes [8]

56% say they are less likely to forgive after repeated issues [6]

78% of customers say CX impacts their willingness to recommend a retailer [14]

39% of shoppers trust brands more after a good experience [13]

52% of consumers say they will change behavior based on customer experience [3]

46% of consumers are influenced by reviews tied to customer experience [44]

87% of consumers read online reviews for local businesses [44]

73% of consumers say positive reviews make them trust a business more [44]

45% of consumers say negative reviews make them less likely to buy [44]

60% of shoppers say they follow brands on social media for updates that affect purchases [45]

53% of consumers say they are more likely to buy from a brand they follow on social media [45]

50% of customers say loyalty points are the main reason they return to a retailer [42]

34% of customers say they choose retailers based on experience (not just product) [4]

41% of customers say they would pay more for improved delivery and returns experience [46]

30% of shoppers abandon online carts due to unexpected shipping costs [47]

21% abandon due to delivery time uncertainty [47]

64% of consumers expect flexible delivery options (ship-to-home/locker/pickup) [48]

61% of shoppers say fast delivery is important [49]

72% of consumers expect an easy return process [50]

40% of shoppers say returns are a key factor in choosing where to shop [46]

34% of consumers say returns are too complicated [51]

55% of shoppers check return policies before buying [52]

47% of consumers cite hassle-free returns as a driver of loyalty [1]

58% of consumers want return labels included at checkout [53]

49% of customers want to choose whether to return via store or mail [54]

62% of online customers expect delivery tracking [18]

37% of customers want delivery updates via SMS or email [18]

45% of consumers are dissatisfied with delayed shipments [13]

53% of shoppers prefer same-day or next-day delivery when available [55]

28% of shoppers won’t buy if they can’t get delivery by a specific date [56]

35% of shoppers abandon orders if there is no delivery estimate [47]

26% abandon if returns policy is unclear [47]

57% of consumers say they’ve made a purchase decision based on expected delivery time [3]

48% of shoppers expect proactive notifications about delays [3]

46% of shoppers want to exchange instead of return [57]

33% of consumers are more likely to purchase if returns are free and easy [1]

44% of consumers say refund speed matters [58]

63% of consumers expect refunds within 7 days [59]

29% of shoppers return purchases because fit is wrong [60]

21% return due to quality issues [61]

16% return because they changed their mind [62]

35% of returns are made online purchases [63]

22% of consumers say they return online purchases more than in-store [63]

40% of shoppers want easy exchanges [64]

74% of consumers say they check shipping costs and delivery estimates before buying [65]

38% of customers say shipping cost affects what they buy most [65]

46% of customers want free expedited shipping to improve CX [49]

51% of customers expect order fulfillment to be accurate (right item/right size) [13]

37% of consumers have walked out of a store due to lack of staff assistance [49]

86% of customers say customer service is important when it comes to loyalty [66]

70% of customers say they expect businesses to provide excellent service [66]

78% of customers are more likely to repurchase after a mistake is handled well [40]

95% of customers say they are more likely to use a company again if they receive excellent service [14]

61% of consumers say they have ended a relationship with a company due to poor service [14]

55% of customers are willing to pay more for better service [2]

80% of consumers say they will switch brands after one bad experience [66]

67% of consumers say they are more likely to purchase from a business that has helpful staff [19]

71% of customers have higher expectations after getting good support [3]

40% of customers say they will share customer service complaints with others [58]

52% of customers think service is improving [67]

49% of customers want faster responses to support requests [41]

65% of consumers expect omnichannel support (phone/email/chat/in-store) [68]

46% of customers have higher trust in brands with knowledgeable staff [69]

34% of customers cite staff friendliness as key to satisfaction [13]

22% of customers say they want more product guidance [4]

54% of customers believe that staff have enough time to help [70]

58% of customers expect staff to know their history [1]

41% of customers say waiting times are too long for support [8]

59% of customers expect agents to have access to their purchase history [3]

44% of consumers say they prefer live chat over phone for quick help [7]

60% of consumers say that quick resolution is a key factor in customer satisfaction [71]

76% of customers say they’ll consider a brand again after good service recovery [58]

27% of customers complain about staff not being able to solve problems [67]

31% of customers stop buying after repeated service failures [66]

48% of customers expect employees to follow up after interactions [8]

57% of consumers say they value staff who can personalize service [25]

62% of customers think proactive support improves their experience [3]

36% of shoppers rate their in-store experience as poor due to limited assistance [72]

29% of customers say they prefer self-service options when staffed support is unavailable [7]

53% of customers say they are more likely to buy again when support is friendly [2]