Customer Experience In The Garment Industry Statistics

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

32% of customers will stop doing business with a brand they love after 1 bad experience [2]

52% of customers are more likely to make a purchase when vendors provide an easy returns process [3]

73% of people would be willing to share their data if it meant improving CX [4]

88% of consumers are less likely to buy from a company after a bad experience [5]

70% of customers say they are more likely to purchase from a company that offers good customer service [6]

91% of customers with a positive experience are more likely to repeat purchase [7]

54% of consumers say they will stop using a brand after a poor customer experience [8]

76% of consumers expect companies to understand their needs and expectations [9]

65% of customers want a consistent experience across channels [10]

86% of shoppers say they will pay more for a better customer experience [11]

60% of consumers will switch to a competitor after one bad customer service experience [12]

74% of customers are frustrated when website experiences are inconsistent [13]

43% of customers say they want more personalization from brands [14]

58% of customers are willing to pay more for a better experience [15]

67% of organizations cite customer experience as a growth priority [16]

78% of consumers say they are loyal to brands that offer a personalized experience [17]

95% of shoppers use reviews to decide on purchases [18]

68% of online shoppers consider shipping speed important to purchase decisions [19]

55% of consumers say free shipping is the most important delivery option [20]

30% of online shoppers use size charts to find the right fit [21]

48% of customers report that they look for product information including size details before buying apparel online [22]

58% of shoppers say they use search and navigation to find products quickly [23]

45% of shoppers say poor mobile experience prevents them from buying [24]

61% of consumers are more likely to buy from a mobile-friendly site [25]

53% of consumers abandon sites that take too long to load [26]

83% of shoppers expect to find correct product information online [27]

40% of online shoppers want more accurate size information (fit prediction) [28]

49% of consumers say they prefer visual aids (videos) over text for clothing purchases [29]

35% of shoppers say reviews with photos are more helpful for clothing than written reviews alone [7]

68% of consumers say they would use AR/VR if it helped them choose better clothes [30]

26% of retailers plan to invest in virtual try-on for customer experience [31]

71% of consumers expect personalization when browsing online [4]

28% of ecommerce conversions are lost due to site search failure [32]

74% of shoppers say they use product reviews before purchasing apparel [18]

20% of visitors abandon due to lack of fit/size info [33]

41% of shoppers want to see how clothes look on real people [34]

37% of customers want better recommendations to find products that fit [35]

55% of consumers say they would shop more if content were personalized [4]

39% of shoppers want chat support during apparel selection [36]

19% of consumers have changed how they shop due to fulfillment/delivery issues in the last year [37]

30% of online shoppers cite fit issues as a top reason for returning clothing [38]

66% of returns in apparel are due to fit [39]

23% of customers return clothing because it doesn’t fit well [40]

44% of consumers say they return items because they don’t look like the photos [19]

31% of apparel returns are due to wrong size [41]

31.4% of online purchases are returned on average across industries (with clothing higher) [42]

18% of consumers report returning items because they changed their mind [43]

24% of consumers say delivery time affects whether they reorder apparel [44]

26% of shoppers delay purchase due to uncertain delivery dates [45]

21% of customers are dissatisfied with delivery updates and alerts [46]

34% of customers expect same-day delivery for apparel in urban areas [47]

45% of consumers say shipping delays make them less likely to buy again [37]

52% of shoppers say easy returns are a key factor for apparel purchases [48]

62% of consumers are more likely to keep shopping if the return is easy [49]

35% of customers complain about return processing time for apparel [50]

40% of consumers say damaged packaging reduces trust in clothing purchases [51]

27% of returns are caused by quality issues in apparel [52]

15% of apparel returns are due to defective products (quality/condition) [39]

55% of customers expect order tracking for apparel [4]

41% of online shoppers abandon carts if delivery estimates are not shown [53]

90% of consumers rate an issue resolved as important to future purchasing [36]

72% of customers expect to have their support question answered within minutes [54]

40% of customers report that they need to repeat information when contacting support [9]

52% of customers expect omnichannel support [55]

67% of customers will share positive experiences with others [56]

54% of consumers will abandon a brand after negative support interactions [15]

82% of customers say the speed of response matters [2]

51% of customers expect service on social media [57]

45% of customers want live chat for fast resolution [36]

60% of customers are willing to pay more for faster support [15]

43% of customers say they use self-service first before talking to a human [58]

29% of customers contact support due to order status/tracking issues [46]

34% of customer support time is spent on repeat requests because of poor information [16]

41% of customers expect chatbots to be useful for order tracking and returns [15]

47% of consumers say a smooth return process improves loyalty [48]

53% of customers say they would be more loyal if the company proactively solved problems [59]

39% of customers expect tailored recommendations during support (e.g., size/exchange) [4]

26% of customers switch providers due to slow support resolution [60]

73% of customers say they would forgive a mistake if it’s handled promptly [2]

37% of customers expect easy exchange options for apparel [37]

38% of consumers say sustainable packaging influences their purchase of clothing [61]

10% of retailers say returns are a top cost driver [62]

30% of ecommerce returns are resold, while the rest are liquidated or disposed (context includes apparel) [63]

6-10% of revenue is lost from returns in ecommerce (industry estimate often applied; includes apparel) [64]

5.4 million tonnes of textile waste is generated annually in the UK (impacts garment CX via disposal/reverse logistics) [65]

92% of clothing waste is not recycled globally (impacts sustainability of returns/reverse logistics) [66]

20% reduction in returns can lower carbon footprint associated with reverse logistics [67]

3.4 million US tons of textile waste are generated annually (context for operational constraints) [68]

18% of retailers expect returns to increase over the next year (operational burden) [69]

60% of retailers cite returns as a major operational challenge (reverse logistics) [70]

45% of ecommerce returns are due to product not matching expectations [43]

26% of retailers struggle with inventory accuracy after returns (CX delay) [71]

29% of shoppers say return labels and pickup options affect willingness to return (operational CX) [37]

41% of consumers cite refund processing delays as the main negative part of returns [72]

33% of returns are not resellable due to condition issues (operational and sustainability) [39]

64% of consumers would keep shopping if the company reduced return hassles (operational CX) [48]

80% of customer loyalty is driven by experience consistency (operational process alignment) [10]

25% of retailers report loss of inventory due to returns mismanagement [73]

22% of consumers avoid buying clothing online because of return inconvenience (operational constraint) [38]

28% of shoppers are concerned about environmental impact of returns [74]