Customer Experience In The Apparel Industry Statistics 2026

Apparel shoppers now expect tailored, seamless service. Ninety-one percent of consumers are more likely to shop with brands that provide relevant recommendations, while 45% have abandoned a brand after a poor experience. These statistics define the new competitive landscape.

Key Takeaways

70% of consumers say they will spend more with a retailer that provides a great customer experience
86% of customers are willing to pay more for a great customer experience
67% of online apparel shoppers use size and fit tools before making a purchase
40% of apparel customers have purchased items based on personalized recommendations
91% of consumers are more likely to shop with brands that provide relevant offers and recommendations
63% of retailers have increased investment in personalization to improve customer experience
82% of consumers say they would be more likely to purchase from a brand that offers a consistent experience across channels
75% of customers say they would use a virtual assistant to check order status across channels
87% of retail executives agree that omnichannel is critical to customer experience
53% of consumers say they will stop using a brand if the mobile experience is poor
48% of apparel shoppers use a mobile device to research products while in-store
85% of consumers research a brand online before visiting a store
49% of online shoppers check the return policy before making a purchase
31% of customers say they will never shop with a brand again after a bad return experience
50% of customers have used a retailer's online chat for support

Great customer experience drives spending, loyalty, and recommendations in apparel through personalization, virtual try on, and seamless omnichannel support.

01 · Category

Customer Preferences5 stats

70% of consumers say they will spend more with a retailer that provides a great customer experience

86% of customers are willing to pay more for a great customer experience

67% of online apparel shoppers use size and fit tools before making a purchase

45% of consumers have abandoned a brand because of a poor customer experience

54% of apparel shoppers have used virtual try-on technology in the past year

Interpretation

Customer Preferences Interpretation

The fact that 86% of customers are willing to pay more for a great customer experience shows that for apparel shoppers, exceptional service is not just a nice to have but a powerful driver of spending and brand loyalty.

02 · Category

Personalization4 stats

40% of apparel customers have purchased items based on personalized recommendations

91% of consumers are more likely to shop with brands that provide relevant offers and recommendations

63% of retailers have increased investment in personalization to improve customer experience

98% of retailers say personalization improves customer relationships

Interpretation

Personalization Interpretation

With 91% of consumers more likely to shop with brands that provide relevant offers and recommendations, personalization has become the most powerful driver of loyalty and sales in the apparel industry.

03 · Category

Omnichannel6 stats

82% of consumers say they would be more likely to purchase from a brand that offers a consistent experience across channels

75% of customers say they would use a virtual assistant to check order status across channels

87% of retail executives agree that omnichannel is critical to customer experience

47% of consumers have used a brand's app to check inventory in-store

93% of apparel shoppers expect to be able to switch between devices without losing context

68% of retailers have integrated online and offline customer data

Interpretation

Omnichannel Interpretation

The fact that 82% of consumers say they would be more likely to purchase from a brand with a consistent experience across channels underscores how essential a seamless omnichannel strategy is for driving sales in the apparel industry.

04 · Category

Digital Experience5 stats

53% of consumers say they will stop using a brand if the mobile experience is poor

48% of apparel shoppers use a mobile device to research products while in-store

85% of consumers research a brand online before visiting a store

57% of consumers will not recommend a brand with a poorly designed mobile site

73% of consumers say they prefer to do their shopping through a brand's app

Interpretation

Digital Experience Interpretation

With 85% of consumers researching a brand online before visiting a store, the digital experience serves as the critical first impression that can make or break a customer's decision to engage with an apparel brand.

05 · Category

Return & Service5 stats

49% of online shoppers check the return policy before making a purchase

31% of customers say they will never shop with a brand again after a bad return experience

50% of customers have used a retailer's online chat for support

43% of apparel shoppers expect 24/7 customer service

95% of customers believe that a speedy reply to complaints improves their perception of a brand

Interpretation

Return & Service Interpretation

Since 95% of customers believe a speedy reply to complaints improves their perception of a brand and nearly half of online shoppers check the return policy before buying, apparel retailers must prioritize fast, transparent service to retain customers and avoid the 31% who abandon a brand after a bad return experience.

06 · Category

Personalization & Recommendations1 stats

83% of apparel retailers say personalization is a top priority for investment in 2023

Interpretation

Personalization & Recommendations Interpretation

The fact that 83 percent of apparel retailers now consider personalization a top investment priority for 2023 signals that the industry is betting heavily on tailored recommendations to drive customer loyalty and sales.

07 · Category

Omnichannel Experience1 stats

58% of apparel shoppers have used a brand's mobile app to check product availability in-store

Interpretation

Omnichannel Experience Interpretation

Over half of apparel shoppers now use a brand’s mobile app to check in-store product availability, highlighting how deeply integrated digital tools have become in bridging the online and physical shopping journey.

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08 · Category

Returns & Policies2 stats

40% of apparel retailers offer free returns as a standard policy

48% of apparel retailers have improved their return policy to reduce customer friction

Interpretation

Returns & Policies Interpretation

Nearly half of apparel retailers have improved their return policies to reduce customer friction, yet only 40% offer free returns as a standard, highlighting a critical gap in the returns and policies landscape.

09 · Category

Customer Service & Support1 stats

82% of apparel customers say they use multiple channels to contact customer support

Interpretation

Customer Service & Support Interpretation

82% of apparel customers are now using multiple channels to reach customer support, making it essential for brands to offer seamless omnichannel service rather than focusing on just one.

10 · Category

Digital Tools & Technology3 stats

41% of apparel shoppers have used virtual try-on tools for clothing or accessories

59% of fashion retailers are investing in augmented reality for product visualization

28% of apparel consumers have used a sizing chatbot or tool to find their correct fit

11 · Category

Technology Adoption1 stats

55% of consumers are more likely to purchase from brands that offer virtual try-on for apparel

Interpretation

Technology Adoption Interpretation

The finding that 55% of consumers are more likely to purchase from brands offering virtual try-on highlights how technology adoption is becoming a decisive factor in driving apparel sales.

12 · Category

Omnichannel Metrics1 stats

58% of apparel customers have purchased an item online and returned it in-store

Interpretation

Omnichannel Metrics Interpretation

The fact that 58% of apparel shoppers buy online and return in store highlights the growing importance of seamless omnichannel integration for retailers.

13 · Category

Service Expectations2 stats

43% of apparel customers have used social media to contact a brand for customer service

52% of apparel shoppers say they will abandon a purchase if the checkout process is too long

Interpretation

Service Expectations Interpretation

Apparel shoppers have made it clear they expect fast and convenient service at every touchpoint, with 52% ready to abandon a purchase if the checkout process drags on too long.

Reference

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APA

Elif Demirci. (2026, February 13). Customer Experience In The Apparel Industry Statistics. Gitnux. https://gitnux.org/customer-experience-in-the-apparel-industry-statistics

MLA

Elif Demirci. "Customer Experience In The Apparel Industry Statistics." Gitnux, 13 Feb 2026, https://gitnux.org/customer-experience-in-the-apparel-industry-statistics.

Chicago

Elif Demirci. 2026. "Customer Experience In The Apparel Industry Statistics." Gitnux. https://gitnux.org/customer-experience-in-the-apparel-industry-statistics.