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]

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

70% of consumers say connected experiences influence their purchasing decisions [21]

40% of consumers will buy from a brand again if it provides a positive experience [22]

86% of consumers say they would pay more for better service [22]

90% of organizations say customer experience is a strategic initiative [23]

80% of companies report they have a customer journey map [24]

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 [25]

72% of customers say a great experience can make them more loyal [22]

58% of consumers will not buy again if they have a bad experience with customer service [26]

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

53% of companies use customer feedback to improve CX [27]

49% of organizations say customer feedback is used to drive improvements [27]

58% of customers feel it’s easiest to stay with a company that provides a seamless omnichannel experience [28]

73% of customers use multiple channels during their shopping journey [29]

62% of consumers want consistent experiences across channels [30]

53% of customers say they are more likely to shop with a retailer that offers a smooth and seamless shopping experience [31]

43% of consumers are likely to abandon a site with slow loading times [32]

53% of mobile site visitors abandon if pages take longer than 3 seconds to load [32]

67% of customers use smartphones to research products [33]

36% of online shoppers use social media to make purchases [34]

73% of consumers engage in online research prior to purchase [35]

1% improvement in conversion can lead to significant revenue gains (reported benchmark) [36]

44% of customers say they want order updates via email or SMS [37]

34% of consumers want text message order updates [38]

68% of customers say they want consistent experiences when switching channels [39]

41% of consumers rely on video content to decide on products [40]

80% of consumers say they were persuaded by branded videos [40]

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 [41]

45% of consumers use a store’s product recommendations to shop [42]

61% of consumers expect a personalized experience when shopping online [43]

40% of consumers say they would be willing to share additional data in exchange for personalized offers [44]

72% of customers say product recommendations increase their satisfaction [45]

52% of consumers say that personalization makes them feel understood [46]

47% of online shoppers use recommendation engines [47]

63% of consumers say they are more likely to purchase from a brand that provides personalized recommendations [48]

67% of customers say they are more likely to purchase when a brand provides recommendation content [45]

67% of shoppers consider shipping costs before purchase [49]

35% of consumers abandon an online purchase due to unexpected shipping costs [50]

60% of consumers expect free returns [51]

78% of shoppers say they trust brands that are transparent about pricing [52]

24% of consumers say they are more likely to purchase with clear return policies [53]

63% of consumers consider return policy a key factor when shopping online [54]

20% of consumers abandon carts due to uncertainty about shipping delivery time [55]

31% of online shoppers say they use delivery tracking to feel more confident [56]

2 in 3 consumers expect accurate delivery estimates [57]

41% of shoppers will pay extra for faster shipping [58]

30% of customers expect same-day shipping [59]

58% of consumers say they would consider buying from a retailer if they offered an easy returns policy [60]

29% of consumers abandon because of unclear returns policy [51]

39% of shoppers read return policy before purchase [61]

34% of consumers choose one retailer over another because of faster refunds [62]

47% of consumers say refund time impacts loyalty [63]

70% of customers expect transparency in pricing and fees [64]

22% of e-commerce returns are because the item doesn’t fit [65]

61% of consumers say they want help choosing the right product [66]

25% of returns are due to “fit/size” issues specifically reported by apparel retailers [67]

18% of consumers say they return items because they didn’t know how it would fit [68]

60% of shoppers say detailed sizing charts help them buy [69]

53% of customers read sizing guides before buying apparel online [70]

62% of consumers prefer retailers that provide fit assistance [71]

55% of consumers want size and fit advice via chat or messaging [72]

37% of apparel shoppers say they use “size calculators” or similar tools [73]

46% of shoppers say product fit is the biggest driver of lingerie satisfaction [74]

1 in 3 online lingerie shoppers cite fit concerns as a key barrier to purchase [75]

45% of lingerie returns are due to sizing/fit issues (reported apparel/lingerie pattern) [65]

54% of lingerie customers prefer using size/fit calculators [76]

28% of lingerie buyers said detailed guides reduce their likelihood of returning [77]

59% of apparel shoppers say they want more accurate sizing information online [78]

64% of customers want more photos/videos to confirm fit/style [79]

72% of consumers say they read product descriptions before buying apparel [80]

55% of shoppers say they prefer stores that provide style advice [81]

38% of consumers expect retailers to offer tailoring-like experiences (fit assistance) [82]

49% of consumers report that they use customer reviews to decide on purchases [83]

88% of consumers trust online reviews as much as personal recommendations [83]

79% of shoppers say reviews help them to be confident in their purchase [84]

70% of consumers said product reviews impact their purchase decision [85]

48% of consumers said they use social media to get product recommendations [86]

34% of customers share their negative experiences with others [87]

77% of consumers are likely to recommend a company if it delivers a great experience [88]

50% of consumers will share their experience online [89]

61% of consumers look for reviews on social media before purchasing [90]

37% of customers say they are more likely to trust a company with good reviews [83]

62% of consumers consult ratings and reviews for product selection [91]

56% of consumers are influenced by peer recommendations [92]

40% of consumers would be willing to try new brands based on recommendations [93]

50% of shoppers say they use “how it fits” information from reviews [84]