Customer Experience In The Lingerie Industry Statistics

73% of consumers say valuing their time is important to keeping them loyal [1]

79% of customers who are dissatisfied say they will leave [2]

32% of US customers will switch brands after one bad experience [3]

13% of consumers say they have complained about customer service and expect a response [4]

45% of customers expect answers to customer service questions within an hour [5]

83% of customers expect to be treated with respect [6]

70% of customers report they feel frustrated when they can’t find information [7]

55% of shoppers want a “live” chat option on retailer websites [8]

38% of consumers expect the company to provide support through their preferred channel [8]

63% of customers expect companies to offer multiple ways to contact them [8]

41% of consumers want more self-service options [9]

57% of consumers expect customer service to be available 24/7 [10]

45% of consumers prefer chatbots for basic inquiries [11]

35% of consumers abandon a purchase when they can’t find product information [12]

74% of consumers expect customer service reps to know what the customer needs [13]

85% of consumers have had trouble with customer service at least once [14]

60% of customers say the ability to solve issues quickly is important [15]

42% of customers expect a response within minutes on social media [16]

48% of consumers say they feel frustrated waiting for replies [17]

59% of customers will switch after a single issue isn’t resolved [18]

64% of customers are willing to forgive an error if it’s resolved quickly [19]

66% of customers expect to talk to a representative without having to repeat themselves [20]

22% of e-commerce returns are because the item doesn’t fit [21]

61% of consumers say they want help choosing the right product [22]

25% of returns are due to “fit/size” issues specifically reported by apparel retailers [23]

18% of consumers say they return items because they didn’t know how it would fit [24]

60% of shoppers say detailed sizing charts help them buy [25]

53% of customers read sizing guides before buying apparel online [26]

62% of consumers prefer retailers that provide fit assistance [27]

55% of consumers want size and fit advice via chat or messaging [28]

37% of apparel shoppers say they use “size calculators” or similar tools [29]

46% of shoppers say product fit is the biggest driver of lingerie satisfaction [30]

1 in 3 online lingerie shoppers cite fit concerns as a key barrier to purchase [31]

45% of lingerie returns are due to sizing/fit issues (reported apparel/lingerie pattern) [21]

54% of lingerie customers prefer using size/fit calculators [32]

28% of lingerie buyers said detailed guides reduce their likelihood of returning [33]

59% of apparel shoppers say they want more accurate sizing information online [34]

64% of customers want more photos/videos to confirm fit/style [35]

72% of consumers say they read product descriptions before buying apparel [36]

55% of shoppers say they prefer stores that provide style advice [37]

38% of consumers expect retailers to offer tailoring-like experiences (fit assistance) [38]

67% of shoppers consider shipping costs before purchase [39]

35% of consumers abandon an online purchase due to unexpected shipping costs [40]

60% of consumers expect free returns [41]

78% of shoppers say they trust brands that are transparent about pricing [42]

24% of consumers say they are more likely to purchase with clear return policies [43]

63% of consumers consider return policy a key factor when shopping online [44]

20% of consumers abandon carts due to uncertainty about shipping delivery time [45]

31% of online shoppers say they use delivery tracking to feel more confident [46]

2 in 3 consumers expect accurate delivery estimates [47]

41% of shoppers will pay extra for faster shipping [48]

30% of customers expect same-day shipping [49]

58% of consumers say they would consider buying from a retailer if they offered an easy returns policy [50]

29% of consumers abandon because of unclear returns policy [41]

39% of shoppers read return policy before purchase [51]

34% of consumers choose one retailer over another because of faster refunds [52]

47% of consumers say refund time impacts loyalty [53]

70% of customers expect transparency in pricing and fees [54]

58% of customers feel it’s easiest to stay with a company that provides a seamless omnichannel experience [55]

73% of customers use multiple channels during their shopping journey [56]

62% of consumers want consistent experiences across channels [57]

53% of customers say they are more likely to shop with a retailer that offers a smooth and seamless shopping experience [58]

43% of consumers are likely to abandon a site with slow loading times [59]

53% of mobile site visitors abandon if pages take longer than 3 seconds to load [59]

67% of customers use smartphones to research products [60]

36% of online shoppers use social media to make purchases [61]

73% of consumers engage in online research prior to purchase [62]

1% improvement in conversion can lead to significant revenue gains (reported benchmark) [63]

44% of customers say they want order updates via email or SMS [64]

34% of consumers want text message order updates [65]

68% of customers say they want consistent experiences when switching channels [66]

41% of consumers rely on video content to decide on products [67]

80% of consumers say they were persuaded by branded videos [67]

49% of US consumers abandon mobile sites that take longer than 3 seconds [68]

57% of US consumers abandon websites that take longer than 3 seconds to load [68]

53% of US consumers abandon a mobile site if it takes more than 3 seconds to load [68]

40% of US consumers abandon a mobile site that doesn’t load quickly enough [68]

47% of US consumers expect a mobile site to load within 3 seconds [68]

50% of US consumers abandon a website if it is slow to load [68]

66% of consumers are willing to pay more for a better customer experience [9]

70% of consumers say connected experiences influence their purchasing decisions [69]

40% of consumers will buy from a brand again if it provides a positive experience [70]

86% of consumers say they would pay more for better service [70]

90% of organizations say customer experience is a strategic initiative [71]

80% of companies report they have a customer journey map [72]

57% of consumers will not shop with a retailer again after a poor customer experience [19]

88% of customers say they would switch brands after repeated poor experiences [19]

82% of customers say they are more loyal to brands that deliver excellent customer service [73]

72% of customers say a great experience can make them more loyal [70]

58% of consumers will not buy again if they have a bad experience with customer service [74]

58% of customers are more likely to repurchase after a positive support experience [10]

53% of companies use customer feedback to improve CX [75]

49% of organizations say customer feedback is used to drive improvements [75]

49% of consumers report that they use customer reviews to decide on purchases [76]

88% of consumers trust online reviews as much as personal recommendations [76]

79% of shoppers say reviews help them to be confident in their purchase [77]

70% of consumers said product reviews impact their purchase decision [78]

48% of consumers said they use social media to get product recommendations [79]

34% of customers share their negative experiences with others [80]

77% of consumers are likely to recommend a company if it delivers a great experience [81]

50% of consumers will share their experience online [82]

61% of consumers look for reviews on social media before purchasing [83]

37% of customers say they are more likely to trust a company with good reviews [76]

62% of consumers consult ratings and reviews for product selection [84]

56% of consumers are influenced by peer recommendations [85]

40% of consumers would be willing to try new brands based on recommendations [86]

50% of shoppers say they use “how it fits” information from reviews [77]

61% of consumers expect companies to deliver personalized experiences [9]

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

49% of customers have a better experience when a brand uses personalization [87]

45% of consumers use a store’s product recommendations to shop [88]

61% of consumers expect a personalized experience when shopping online [89]

40% of consumers say they would be willing to share additional data in exchange for personalized offers [90]

72% of customers say product recommendations increase their satisfaction [91]

52% of consumers say that personalization makes them feel understood [92]

47% of online shoppers use recommendation engines [93]

63% of consumers say they are more likely to purchase from a brand that provides personalized recommendations [94]

67% of customers say they are more likely to purchase when a brand provides recommendation content [91]