Customer Experience In The Luxury Fashion Industry Statistics

86% of consumers are willing to pay more for a better customer experience [1]

73% of consumers say experience is a key factor in their purchasing decisions [2]

32% of consumers have switched brands due to poor customer service [3]

1 in 5 consumers will walk away from a company after multiple bad experiences [4]

80% of customers have to answer “How did we do?” at least once a year [5]

88% of customers are less likely to return after a bad customer experience [6]

42% of consumers expect personalized offers [7]

76% of consumers expect companies to understand their needs and expectations [8]

73% of shoppers say that associates’ product knowledge impacts their experience [9]

58% of consumers say they would switch brands if a company did not provide a good experience [10]

60% of consumers say they feel more loyal after a positive experience [11]

65% of consumers say they would likely recommend a company after a positive customer experience [12]

2020: 52% of luxury shoppers say customer experience is important to their purchasing decisions [13]

2021: 56% of luxury shoppers say customer experience is important to their purchasing decisions [13]

2022: 59% of luxury shoppers say customer experience is important to their purchasing decisions [13]

2023: 61% of luxury shoppers say customer experience is important to their purchasing decisions [13]

2024: 63% of luxury shoppers say customer experience is important to their purchasing decisions [13]

2025: 64% of luxury shoppers say customer experience is important to their purchasing decisions [13]

71% of customers say they are more likely to use a company again if customer service is good [2]

59% of consumers say they are more loyal to brands that provide consistent customer service [10]

78% of consumers say they would recommend a brand after a positive experience [14]

46% of consumers say loyalty programs influence their repeat purchases [15]

60% of customers would pay more for a better customer experience [1]

61% of customers say they will continue to buy from companies that provide an excellent experience [16]

73% of consumers are willing to recommend a brand with a great experience [11]

74% of customers cite customer experience as an important factor in purchasing decisions [10]

50% of buyers say brand trust is important to their buying decisions in luxury [17]

40% of luxury consumers say personalized service is critical [18]

65% of luxury customers expect a high level of personal attention [19]

77% of customers say they want a brand to remember them [7]

80% of customers say they are more likely to repurchase after a positive experience [5]

84% of customers say they will try a product again after a satisfactory resolution [20]

63% of customers say they have higher expectations for luxury brand service [21]

62% of consumers expect companies to provide consistent experiences across channels [22]

73% of customers expect omnichannel interactions to be seamless [23]

30% of shoppers use mobile to check product availability [24]

60% of customers expect to be able to move between channels without repeating information [25]

45% of customers say they will leave if it takes too long to get help across channels [26]

70% of consumers have used multiple channels for their shopping journey [27]

56% of customers expect an integrated experience across online and offline [10]

55% of customers say they expect brands to offer real-time inventory information [28]

61% of consumers want to engage via social media and then switch to another channel [29]

48% of customers expect consistent pricing and promotions across channels [30]

37% of consumers use the web to research before buying in-store [19]

66% of consumers use mobile apps for loyalty or benefits [31]

34% of consumers say they expect the same service across channels [14]

39% of shoppers say digital and physical stores should work together [32]

80% of customers say they’re more likely to buy from a brand that uses their information to personalize [33]

52% of consumers say they have become more open to companies using personal data in exchange for personalization [34]

71% of customers expect personalization when they interact with brands [35]

76% of consumers feel frustrated when they do not receive personalization [36]

83% of marketing executives say personalization impacts customer experience [37]

48% of consumers say personalization influences what they buy [38]

25% of consumers say personalization “drastically” influences loyalty [39]

63% of consumers want more personalized recommendations [14]

88% of marketers report they plan to increase personalization efforts [40]

34% of shoppers say they would be willing to share personal data for improved offers [41]

61% of consumers are more likely to buy from brands that provide personalized experiences [42]

52% of customers expect personalized content based on previous purchases [43]

45% of customers say recommendations are a top factor in personalization [8]

39% of consumers expect personalized offers in real time [44]

37% of consumers would switch brands after one bad experience online [16]

49% of consumers say they expect customer service to respond in less than 24 hours [45]

83% of customers say they can tell if a company is putting effort into customer service [46]

70% of customers are willing to pay more for better service [4]

40% of customers expect customer service to resolve issues on the first interaction [20]

27% of customers stop doing business with a company after poor service [4]

61% of customers say they want help immediately [28]

48% of customers expect an omnichannel support experience [26]

66% of consumers say they are more likely to trust a company after a problem is resolved [14]

52% of customers say they will share good experiences with friends and family [41]

37% of customers share bad experiences on social media [28]

86% of customers are willing to return if the issue is resolved quickly [20]

45% of customers feel more loyal after service recovery [16]

55% of customers expect a follow-up after service resolution [46]