Customer Experience In The Fast Fashion Industry Statistics

73% of consumers say they have higher expectations for customer service than they did two years ago [1]

70% of buying experiences are influenced by how the customer feels treated [2]

86% of consumers say they would pay more for a better customer experience [3]

73% of customers say they experience friction when shopping online [4]

60% of customers say they will switch brands due to poor service [5]

32% of consumers say they’re likely to stop using a brand they love after only one bad experience [6]

93% of customers say their expectations are based on past experiences with others [7]

52% of customers expect a response in under an hour [8]

60% of customers expect the company to understand their unique needs [9]

51% of customers say they want faster delivery [10]

54% of online shoppers say shipping cost affects whether they buy [11]

49% of customers say they expect companies to resolve issues quickly [12]

82% of customers say they have “an issue” with a retailer at least once a year [13]

92% of customers are more likely to buy again with good customer service [14]

73% of consumers say they value honest communication from brands [15]

87% of consumers say a brand should be honest and transparent [16]

68% of customers say personalization makes them more likely to shop with a brand [17]

61% of customers say they’d like more personalized product recommendations [18]

41% of customers say they expect to be offered discounts automatically [19]

65% of customers expect consistent experiences across channels [20]

57% of customers say they want proactive updates about their orders [21]

55% of customers say they are willing to pay more for same-day delivery [22]

78% of customers expect retailers to offer free returns [23]

38% of consumers say returns are the main reason they don’t buy online [24]

46% of customers say they want real-time order tracking [25]

42% of customers say the most important factor in service is speed [26]

39% of customers say waiting too long to speak to a representative reduces their loyalty [12]

88% of customers say they won’t repeat purchase if there is an issue resolved poorly [27]

33% of consumers say they have received an incorrect order from an online retailer at least once [28]

72% of customers say they only need a few bad experiences to stop doing business with a brand [29]

47% of consumers say they have waited for restocks to complete purchases [30]

62% of shoppers say they expect retailers to offer personalized offers [31]

73% of consumers expect personalization in their shopping [32]

51% of marketers say personalization increases customer engagement [33]

33% of customers will abandon a website with poor performance [34]

53% of mobile users abandon sites that take longer than 3 seconds to load [35]

88% of online consumers say they won’t return to a site after a bad experience [36]

27% of shoppers use mobile apps to track orders and returns [37]

45% of consumers say pricing and promotions are key to retention [38]

66% of consumers say they are more likely to return to a site if they have been given personalized suggestions [39]

35% of shoppers say they expect prices to match across channels [40]

41% of consumers say dynamic pricing affects their trust [41]

29% of consumers say loyalty programs make them more likely to buy [42]

54% of consumers say they would join a loyalty program for better customer experience [43]

30% of customers expect same-day promotions/discounts [44]

47% of consumers say they respond to targeted discounts [45]

39% of consumers say they expect retailers to remember preferences [46]

58% of shoppers say they want to see items they viewed earlier [47]

44% of shoppers say email personalization increases purchase likelihood [48]

62% of consumers say they want personalized marketing messages [49]

49% of customers say they are willing to share data in exchange for personalization [50]

65% of consumers say they dislike irrelevant ads [51]

33% of consumers say they have unsubscribed from marketing emails because content was irrelevant [52]

53% of shoppers say trust in the website affects whether they buy [53]

48% of consumers say “secure checkout” is critical [54]

57% of consumers abandon a transaction if they’re concerned about security [55]

24% of consumers say checkout UX issues cause them not to complete purchase [56]

70% of cart abandonments are due to unexpected costs or shipping [57]

62% of consumers say they want transparent pricing before checkout [58]

34% of consumers say they use “buy now pay later” for affordability [59]

36% of consumers say BNPL affects their ability to complete purchases [60]

27% of consumers are more likely to buy with installment payments [61]

46% of consumers say they use promotions/discount codes to decide on purchases [62]

52% of shoppers say price is the key driver of online purchase decisions [63]

40% of consumers say they check return policy before purchasing [64]

31% of consumers say they are more likely to buy during sales events [65]

28% of consumers say loyalty members get better customer experiences [66]

26% of consumers say they abandon a website because of too many pop-ups [67]

19% of consumers say they leave because of intrusive ads [68]

22% of consumers say they would switch because of better pricing elsewhere [69]

48% of shoppers say product availability impacts whether they purchase [70]

30% of online shoppers abandon carts due to unexpected shipping costs [71]

44% of consumers say they are less likely to buy if delivery dates are not clearly communicated [72]

59% of customers expect delivery tracking updates [73]

61% of customers want easy and simple returns [74]

27% of online shoppers say they use returns as part of their shopping behavior [75]

73% of customers expect a refund within a week for online returns [76]

24% of consumers cite return shipping costs as the reason they don’t return [77]

18% of shoppers report that return processing takes longer than expected [78]

53% of online shoppers say delivery speed affects their brand choice [79]

68% of consumers say they have missed a delivery due to lack of updates [80]

41% of shoppers say they will pay for express delivery [81]

36% of shoppers want free shipping thresholds to be lower [82]

45% of customers say inaccurate delivery ETAs reduce satisfaction [83]

25% of consumers say they return items because they don’t fit [75]

22% of customers say they return items because they don’t match expectations [84]

57% of consumers say they want the ability to exchange rather than return [85]

46% of shoppers say they are more likely to buy if they can return in-store [86]

39% of consumers say they prefer self-service returns [87]

64% of retailers believe shipping and delivery impacts customer experience [88]

50% of consumers say they would shop more often if return policies were easier [89]

52% of customers say they’d like a faster refund process [90]

31% of online returns are due to size [91]

29% of returns are because the item doesn’t match the description [92]

72% of customers expect a tracking link in order confirmation emails [93]

40% of customers abandon checkout due to delivery timing uncertainty [94]

35% of customers abandon checkout due to return policy concerns [95]

38% of consumers expect same-day or next-day delivery [96]

24% of online shoppers say they delay purchasing due to shipping costs [97]

55% of consumers say they check delivery options before purchasing [98]

46% of US consumers are “very” or “extremely” concerned about online returns processing [99]

34% of apparel e-commerce orders are returned (industry estimate) [100]

21% of e-commerce customers say they have returned online purchases multiple times [101]

17% of returns are fraudulent (industry estimate) [102]

40% of consumers say product quality issues lead to returns [103]

35% of apparel shoppers say they have experienced sizing issues [104]

70% of consumers say they use reviews to decide what to buy [105]

88% of online shoppers say product images are important [106]

67% of consumers say they want more product information before buying [107]

42% of consumers say they read size guides before purchasing [108]

54% of consumers say they have purchased the wrong size at least once [109]

24% of online shoppers return items because the fit is wrong [75]

40% of returns in apparel are due to fit and size [110]

57% of shoppers say they want more accurate product descriptions [111]

65% of consumers say detailed product information affects purchase decisions [112]

31% of consumers cite “wrong color” as a reason for returns [92]

27% cite “not as described” as a reason for returns [92]

18% cite “too small” while 23% cite “too big” (returns sizing split) [113]

62% of shoppers say they want to see products on real people/UGC [114]

38% of shoppers say fit uncertainty prevents purchase [115]

73% of consumers say video makes them more confident in purchase decisions [116]

41% of consumers say they prefer 360-degree product views [117]

46% of consumers say they would pay more for better product quality information [118]

53% of customers say personalization improves their shopping experience [119]

29% of shoppers say they want better recommendations for sizing [120]

48% of apparel shoppers say they rely on brand-specific fit knowledge [121]

55% of consumers say they prefer “try-on” features (AR/virtual) [122]

20% of consumers are more likely to buy with AR try-on (industry survey) [123]

35% of shoppers say they trust influencer content when choosing apparel [124]

60% of consumers say they consult online reviews for sizing/fit [125]

33% of consumers say they use brand size charts but still have issues [108]

26% of returns are due to the item being the wrong color [78]

25% of returns are due to “damaged/defective” items [75]

14% of shoppers say they didn’t like the style, leading to returns [92]

49% of shoppers say free samples/try-ons would reduce returns [126]

44% of consumers say they avoid buying if product reviews are missing [127]

71% of consumers say they trust online reviews as much as personal recommendations [125]

39% of consumers say they use filters to find better-fitting items [128]

30% of shoppers say they need better accessibility info (e.g., material stretch) [129]

65% of consumers expect customer service to be available 24/7 [130]

48% of consumers use self-service (knowledge base/chatbot) before contacting support [131]

42% of customers expect a first response within 1 hour [132]

78% of consumers say they would forgive a mistake if the company follows up quickly [133]

86% of customers say they would pay more for better service [134]

66% of customers expect omnichannel support [135]

73% of customers expect their messages to be answered within the promised timeframe [136]

55% of customers say they use social media to resolve issues with brands [137]

33% of customers say they have had to repeat their issue multiple times to get help [26]

60% of customers are willing to switch to a competitor with better service [138]

74% of customers say it’s important to have an easy-to-reach support channel [139]

52% of customers say chat support is their preferred way to contact companies [140]

61% of customers say chat support speeds up problem resolution [141]

49% of customers expect support agents to have full context [142]

58% of customers say they want proactive notifications about service status [143]

79% of customers say the experience matters as much as the product [144]

81% of customers say they need a consistent experience across support channels [145]

62% of customers say they will stop doing business with a brand after repeated bad experiences [146]

69% of customers say they prefer getting customer service through app notifications [147]

34% of customers say refunds and credits influence their choice of retailer [148]

45% of consumers say they want a human to take over when chatting [149]

36% of customers say they contact support after seeing unexpected charges [150]

56% of consumers expect customer support to be personalized [151]

47% of consumers say they share bad experiences with others [152]

38% of customers say they leave reviews after contacting support [153]

71% of customers say they feel loyal to brands that provide good experiences [154]

67% of customers say they expect their issue to be resolved on the first contact [155]

41% of customers say long hold times reduce satisfaction [156]

55% of consumers say they’d rather use email than call for customer service [157]

63% of consumers say they want more accurate delivery communications from customer service [158]

58% of customers say they use multiple channels to contact support [12]

52% of customers say they expect companies to offer tracking for support tickets [159]

71% of consumers report that customer experience affects their brand perception [160]

44% of customers expect businesses to use AI to resolve issues faster [161]

39% of customers say their experience is worse when companies don’t understand their needs [162]

76% of customers say responding quickly to inquiries is important [163]

29% of customers say they want proactive refund/credit when things go wrong [164]

38% of customers say they prefer SMS for updates [165]

60% of customers say poor data integration leads to bad experiences [166]

47% of customers say they would rather have the company explain why something happened [167]

55% of consumers expect a refund to be issued automatically when required [168]

41% of consumers say they want more transparency on delivery issues [169]

33% of customers say they complain because they want a better experience the next time [170]

62% of customers say they want faster resolutions when contacting customer service [155]