Customer Experience In The Shoe Industry Statistics

38% of businesses say AI chatbots have improved customer service for consumers. [1]

62% of customers prefer messaging to phone calls for customer support. [2]

54% of consumers use live chat during online shopping. [3]

73% of consumers say live chat is their preferred digital support channel. [3]

83% of consumers expect immediate responses from customer service channels. [4]

48% of customers expect a response in under 1 hour for chat. [5]

60% of customers say it’s important that a support agent understands their history. [5]

62% of customers expect consistent experiences across channels. [6]

73% of customers say they want to reach a company in multiple channels (including social and email). [6]

56% of consumers check social media customer service pages before contacting support. [7]

36% of consumers post complaints on social media to get resolution. [8]

43% of consumers use social media to see what other customers are saying. [8]

66% of customers say they expect a company to respond to questions on social media within hours. [8]

37% of customers will abandon an online chat if they’re asked to repeat information. [9]

26% of customers would pay more for better support over digital channels. [10]

70% of customers expect personalization in communications, including support messages. [11]

55% of shoppers expect self-service options (FAQs/returns pages) for order issues. [12]

45% of customers say they prefer automated service that’s effective. [13]

28% of customers are willing to wait for a better support outcome rather than fast response. [5]

64% of customers say they are more likely to buy if they can get help quickly. [14]

52% of consumers say the best customer service includes easy-to-understand communications. [15]

49% of customers say email is the channel they prefer for status updates (orders/returns). [16]

40% of customers open promotional emails at least weekly. [17]

38% of consumers say they’ve used a retailer’s mobile app for customer support. [18]

47% of customers want appointment-based in-store fitting support (shoes) and expect digital scheduling. [19]

55% of customers expect consistent pricing and promotions across channels (online vs store). [6]

42% of customers want omnichannel visibility of orders (e.g., shoe orders across store pickup/ship). [20]

58% of consumers expect retailers to remember their preferences across channels. [9]

46% of customers say it’s frustrating when companies ask them to repeat information during support. [5]

71% of customers expect support to be proactive (e.g., shipping delays alerts). [9]

60% of consumers say they use the internet to research products before buying shoes. [21]

63% of consumers say they prefer to resolve issues online rather than calling. [22]

48% of customers expect chatbots to be available 24/7. [23]

65% of customers say chatbots should have a clear escalation path to human support. [23]

33% of customers use Instagram to search for product info (shoes) and expect quick responses. [24]

81% of consumers say the experience a company provides is as important as its products or services. [9]

70% of consumers have already stopped doing business with a company due to poor customer experience. [11]

88% of consumers are less likely to buy again after a poor customer experience. [25]

73% of people say customer experience is more important than price. [26]

86% of buyers are willing to pay more for a better customer experience. [27]

51% of customers expect to be treated like a priority; companies that deliver great experiences retain them. [28]

42% of consumers expect a response within 1 hour when contacting a company on social media. [29]

2023 CX leaders are 3.9x more likely than others to deliver above-average customer retention. [30]

2023 CX leaders are 2.3x more likely than others to deliver above-average revenue growth. [30]

2023 CX leaders are 1.5x more likely than others to deliver above-average profitability. [30]

2023 CX leaders are 1.2x more likely to deliver above-average cost reductions. [30]

Customers who have a positive customer experience are 2.5x more likely to recommend the business. [31]

94% of consumers have backed out of a purchase due to a bad customer service experience. [15]

88% of consumers say they will not return after a poor customer experience. [32]

customer experience has become the key differentiator for 2024 according to PwC (top driver of customer loyalty). [33]

60% of consumers report that they will switch brands after one bad experience. [34]

58% of customers will switch to a competitor if they feel the company doesn’t care about them. [35]

75% of customers expect companies to understand their needs and expectations. [9]

78% of customers feel more loyal after a personalized experience. [36]

56% of customers say they are more likely to become repeat customers after a personalized experience. [36]

71% of customers expect personalization based on past interactions. [37]

54% of customers say they are more likely to shop with brands that personalize marketing. [37]

61% of consumers say a brand’s customer experience affects their willingness to recommend it. [38]

73% of consumers say they have higher expectations for customer service now than they did a few years ago. [39]

83% of consumers say they care about customer service. [22]

52% of customers want faster customer service than they receive now. [40]

67% of customers expect to be able to manage their account without talking to a representative. [12]

34% of consumers cite lack of personalization as a reason for churn. [41]

76% of consumers expect companies to use their preferences to personalize communications. [41]

57% of consumers say they will switch to a competitor after repeated bad experiences. [27]

80% of consumers will switch brands if the brand fails to deliver a good experience. [27]

45% of consumers say the most important factor is “how they are treated.” [34]

60% of customers are willing to pay more for a better experience. [42]

40% of consumers say their experience is “important” in determining loyalty. [43]

55% of customers spend more with brands that provide a good customer experience. [43]

62% of customers say customer experience matters more than advertising. [43]

39% of customers say they’ve stopped shopping with a brand after a poor experience. [43]

80% of Americans say the company’s reputation affects their purchasing decisions. [44]

68% of consumers say they are frustrated when they can’t find information about a product. [45]

43% of consumers expect sites to load in under 3 seconds (and bounce if slower). [46]

40% of people abandon a website that takes more than 3 seconds to load. [47]

53% of consumers say they won’t recommend a business with poor performance. [48]

14% of shoppers report that “fit issues” are a reason for returns (apparel/shoes). [49]

82% of brands say they use NPS (Net Promoter Score) to measure customer experience. [50]

60% of organizations use CSAT for CX measurement. [51]

43% of CX programs use CES (Customer Effort Score). [52]

31% of companies use churn rate as a primary CX KPI. [53]

48% of companies track retention to evaluate CX performance. [54]

74% of enterprises track customer interactions to improve CX. [11]

67% use customer journey mapping as a core CX tool. [55]

58% of companies use voice of customer (VoC) programs. [56]

55% of companies analyze customer feedback in real time. [57]

39% of companies still rely on manual processes for CX reporting. [58]

20% improvement in CSAT requires better agent knowledge and faster resolution. [59]

3-point increase in NPS is associated with measurable revenue growth. [60]

NPS correlates with customer growth at a customer lifetime level (general finding). [61]

CES scores can predict customer churn and loyalty outcomes. [62]

80% of customers say surveys influence product changes. [63]

45% of companies say CX metrics are not standardized across channels. [6]

62% of organizations use data science/ML to analyze customer feedback. [64]

57% of customer support leaders use KPIs like first response time and resolution time. [65]

41% track “first contact resolution” (FCR) as a CX metric. [66]

38% track “time to resolution” for customer issues. [67]

46% of organizations use sentiment analysis on customer feedback. [68]

71% of CX leaders say analytics are critical for meeting customer expectations. [69]

64% of organizations struggle to connect CX metrics to operational KPIs. [69]

33% of customer feedback is not acted upon within 30 days (VoC delay). [59]

30% of companies cite lack of real-time feedback as a CX limitation. [70]

24% of respondents say they lack adequate customer data to measure CX. [11]

52% of CX leaders track customer churn and retention as a metric tied to CX. [59]

47% use cohort analysis for customer experience improvements. [71]

28% track “return rate” as a CX metric in e-commerce fashion. [72]

35% of companies track “replacement rate” for returns/exchanges to assess CX. [72]

29% of companies measure CX using both quantitative and qualitative feedback. [73]

48% of organizations use dashboards to report customer experience metrics internally. [74]

66% of companies say CX dashboards improve decision-making speed. [74]

50% of teams use KPIs like “repeat purchase rate” tied to CX initiatives. [75]

27% of shoppers will abandon an online purchase if the site isn’t mobile-friendly. [76]

53% of visits are abandoned if mobile pages take longer than 3 seconds to load. [46]

73% of consumers use multiple channels before purchasing shoes, requiring operational coordination. [11]

65% of shoppers expect accurate inventory at store and online. [77]

46% of retailers say they are challenged by omnichannel inventory accuracy. [6]

28% of retailers report low technology maturity for customer experience. [59]

61% of shoppers expect retailers to offer in-store pickup for online shoe orders. [78]

57% of customers use stores as showrooms before buying online for shoes. [79]

42% of customers expect price matching across online and in-store for shoe products. [80]

76% of retail executives say supply chain performance impacts customer satisfaction. [6]

48% of consumers have experienced out-of-stock issues while shopping online for shoes. [81]

45% of shoppers are willing to wait if the retailer provides accurate ETAs. [82]

33% of shoppers cancel if ETA accuracy is low (common in fashion delivery). [83]

36% of retailers invest in customer service technology in the next 12 months. [84]

29% of retailers plan to implement customer experience analytics. [84]

52% of retail organizations use RFID or advanced inventory technologies in some capacity. [85]

22% of retailers say they use computer vision to improve inventory accuracy. [86]

70% of consumers say that associates in-store should be able to access inventory and order details. [87]

44% of customers say store associates do not know enough to help. [88]

58% of shoppers prefer stores with easy-to-find product locations (shoe aisles/search). [6]

46% of shoppers want self-checkout to speed shopping for fashion items including shoes. [89]

31% of shoppers say that long checkout lines reduce satisfaction. [90]

37% of retailers report that staffing levels affect customer satisfaction. [91]

21% of customers leave stores due to slow assistance. [15]

49% of consumers say customization/personal fitting recommendations improve CX for shoe purchases. [92]

23% of shoppers say they rely on store employees for size guidance (shoe fitting). [93]

59% of customers expect easy returns/exchanges in-store, including shoe purchases. [94]

46% of retailers use loyalty programs to improve CX and repeat purchases in fashion/shoes. [95]

38% of customers join loyalty programs for discounts but stay for better experiences. [96]

63% of consumers will shop with a brand that rewards them. [97]

27% of consumers expect loyalty offers to be personalized. [97]

52% of retailers say they use personalization engines to recommend products (shoes). [37]

41% of customers say product recommendations influence their purchase. [98]

34% of consumers have used “order tracking” tools to manage delivery. [83]

58% of consumers expect SMS updates for order delivery. [99]

22% of consumers say they prefer in-app delivery status updates (including shoe orders). [99]

71% of online shoppers say they expect accurate product descriptions to reduce returns for apparel including shoes. [100]

65% of retailers say they are upgrading their websites/mobile apps for better customer experience. [59]

58% of shoppers say reviews and ratings are important for choosing shoe sizes/styles. [101]

34% of consumers say user-generated content helps them decide quickly. [102]

48% of retail websites use personalization technologies (industry average). [92]

30% of consumers say delivery time is “the most important” e-commerce purchase factor. [103]

78% of consumers say they are likely to recommend a brand if it provides fast shipping. [104]

66% of shoppers expect free shipping (including in shoe categories). [105]

61% of consumers say they would not buy if delivery dates were not clear. [106]

56% of customers are more likely to buy again after a smooth returns process. [107]

27% of online shoppers return items because they do not fit properly (apparel includes shoes). [108]

33% of respondents cite “wrong size” as a reason for returns in e-commerce (apparel). [109]

62% of shoppers will try an online purchase again after an easy return. [72]

30% of consumers say they buy from retailers with easy returns. [110]

48% of shoppers check return policies before making an online purchase. [111]

18% of shoppers return items due to “fit/size issues” in apparel-related categories. [112]

22% of returns are due to “changed mind” (often applicable to fashion/shoes). [113]

25% of shoppers expect refunds within 7 days (e-commerce apparel). [114]

42% of customers expect exchange options to be available. [115]

67% of consumers say product availability (in inventory) affects shopping decisions for shoe retailers. [21]

49% of online shoppers want real-time inventory visibility. [11]

73% of consumers expect tracking updates after they place an online order. [116]

88% of consumers say delivery updates make them feel more confident about their order. [116]

35% of customers contact support about delivery issues after failed delivery attempts (e-commerce). [83]

41% of consumers say that if delivery fails, they will not order again from the same retailer. [83]

45% of customers expect same-day or next-day delivery for fashion purchases (including shoes). [117]

55% of shoppers say convenience matters more than brand (for online shoe purchases). [118]

71% of consumers want free returns (common expectation for apparel/shoes). [119]

50% of consumers say they would shop more often if returns were easier. [82]

23% of consumers report that their shoe size varies by brand, creating fit uncertainty. [120]

62% of online shoppers say reviews affect their decision for shoes. [101]

79% of consumers trust reviews as much as personal recommendations. [121]

58% of consumers use size charts before purchase (apparel/shoes). [122]

46% of customers say the shoe size chart is inaccurate or unclear. [122]

37% of returns in apparel are because the item didn’t match expectation (including look/feel). [123]

19% of returns are due to shipping damage (e-commerce). [124]

64% of consumers say they would return to a retailer that provides accurate product details (fit/material). [100]

82% of consumers want more product content (photos, videos) to reduce returns for apparel/shoes. [100]

71% of shoppers want video to help determine fit for fashion items (including shoes). [125]

44% of consumers say they use mobile apps for shopping and expect good UX while selecting shoe sizes. [18]

60% of shoppers say they’d use size-assist tech (recommendations) if available, for shoes. [126]

28% of consumers use AR when shopping online for apparel/shoes. [127]

52% of consumers say AR helps them make better purchase decisions for fashion. [128]

84% of consumers say customer service representatives should be knowledgeable about products (fit/style). [129]