GITNUXREPORT 2025

Customer Experience In The Apparel Industry Statistics

Personalized, seamless experiences boost loyalty and increase apparel brand sales.

Jannik Linder

Co-Founder of Gitnux, specialized in content and tech since 2016.

First published: April 29, 2025

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Statistic 1

60% of consumers prefer to shop from brands that engage with them through social media

Statistic 2

45% of clothing shoppers consider easy returns to be crucial in their purchasing decision

Statistic 3

73% of apparel customers prioritize fast and free shipping as a key part of their shopping experience

Statistic 4

53% of apparel shoppers want brands to provide styling advice and fashion tips as part of their customer experience

Statistic 5

42% of consumers would pay more for a better customer experience in apparel

Statistic 6

59% of apparel brands have increased their focus on sustainability as part of their customer experience strategy

Statistic 7

64% of apparel customers expect brands to pay attention to their individual preferences and shopping habits

Statistic 8

55% of apparel shoppers want to see more sustainable and eco-friendly options in their shopping experience

Statistic 9

48% of shoppers use product reviews and ratings to inform their purchase decisions

Statistic 10

43% of consumers say that personalized email marketing influences their shopping frequency with apparel brands

Statistic 11

50% of shoppers consider loyalty programs as a key factor influencing their customer experience

Statistic 12

75% of consumers are more likely to purchase from brands that show they care about social issues

Statistic 13

49% of consumers want more transparency about product sourcing and manufacturing processes

Statistic 14

50% of customers say that they are more likely to purchase if a brand offers virtual styling consultations

Statistic 15

58% of apparel customers emphasize the importance of ethical practices in their purchasing decisions

Statistic 16

82% of consumers expect brands to address sustainability in their products and packaging

Statistic 17

66% of consumers feel more confident about their purchases when they see detailed product images and videos

Statistic 18

77% of buyers are influenced by community-building and brand stories when choosing apparel brands

Statistic 19

54% of apparel shoppers prefer brands that offer flexible payment options such as buy now, pay later

Statistic 20

68% of shoppers value environmentally friendly packaging as part of the customer experience

Statistic 21

71% of consumers are more likely to purchase from brands with transparent supply chains

Statistic 22

65% of shoppers want to see customer reviews integrated into online product pages

Statistic 23

76% of online shoppers prefer live online shopping events or streams to traditional online stores

Statistic 24

42% of apparel buyers seek brands that actively showcase diversity and inclusivity in their marketing and product offerings

Statistic 25

58% of shoppers want brands to provide easy access to sustainability and ethical certifications

Statistic 26

70% of consumers are more likely to buy from brands that share their social values

Statistic 27

75% of consumers want clear info about product sustainability before purchasing

Statistic 28

69% of shoppers express interest in brand-led social responsibility initiatives as part of their customer experience

Statistic 29

49% of consumers value detailed and accurate sizing information online

Statistic 30

70% of shoppers prefer brands with transparent returns policies

Statistic 31

66% of consumers are influenced by online reviews during their shopping decision process

Statistic 32

45% of shoppers seek brands that actively promote ethical labor practices

Statistic 33

50% of consumers are more likely to purchase if brands include social causes in their marketing

Statistic 34

60% of apparel consumers are influenced by brands' environmental commitments in their purchase decisions

Statistic 35

55% of customers desire brands that create emotionally engaging campaigns as part of their customer experience

Statistic 36

86% of customers are willing to pay more for a better customer experience in the apparel industry

Statistic 37

70% of apparel shoppers say they are more likely to buy from a brand that offers personalized experiences

Statistic 38

52% of apparel customers have abandoned a purchase due to poor customer service

Statistic 39

40% of apparel consumers have switched brands due to bad customer service experiences

Statistic 40

78% of consumers say that their shopping experience with a brand influences their likelihood to recommend it

Statistic 41

68% of consumers would recommend a clothing brand based on their positive customer service experience

Statistic 42

45% of customers say they are more loyal to brands that respond quickly to inquiries on social media

Statistic 43

49% of customers say personalized packaging improves their overall experience with apparel brands

Statistic 44

54% of consumers would recommend brands that give excellent after-sales support

Statistic 45

67% of consumers want more authentic engagement with brands, including transparent communication about products and practices

Statistic 46

70% of apparel customers prefer brands that offer easy and flexible return policies

Statistic 47

34% of shoppers admit that poor customer service has led them to abandon a brand entirely

Statistic 48

78% of consumers say that a positive experience with a brand increases their chances of repeat purchases

Statistic 49

69% of consumers would be more loyal to brands that incorporate AI-driven personalization

Statistic 50

65% of apparel shoppers would be more loyal if brands proactively addressed potential issues before purchase

Statistic 51

44% of apparel customers think that personalized marketing messages increase their likelihood to purchase

Statistic 52

61% of shoppers say that engagement with brand ambassadors influences their loyalty

Statistic 53

48% of shoppers have stopped engaging with brands that do not respond to their reviews or feedback

Statistic 54

49% of consumers say their overall shopping experience improves when brands recognize their loyalty and send personalized offers

Statistic 55

61% of apparel customers say that an inclusive size range increases their loyalty to a brand

Statistic 56

74% of apparel retailers are increasing investment in customer data analytics to enhance CX

Statistic 57

67% of consumers expect to receive proactive communication about order delays or issues

Statistic 58

78% of consumers are more loyal to brands that actively communicate about their sustainability efforts

Statistic 59

54% of shoppers would be more loyal if brands integrated AR into their shopping experience

Statistic 60

73% of apparel brands are increasing their sustainability disclosures to improve transparency and trust

Statistic 61

72% of apparel consumers expect their purchase process to be personalized based on preferences and browsing history

Statistic 62

70% of customers say that fast response times are a key factor in their customer service experience

Statistic 63

62% of apparel shoppers expect brands to offer virtual try-on options

Statistic 64

75% of shoppers want to see comprehensive sizing guides and fit assistance online

Statistic 65

73% of apparel shoppers consider comprehensive product information critical for a positive customer experience

Statistic 66

53% of apparel shoppers expect brands to offer virtual consultations or styling advice

Statistic 67

55% of consumers expect brands to proactively communicate about product recalls or safety issues

Statistic 68

68% of shoppers want brands to provide more options for inclusive sizing and fit

Statistic 69

65% of apparel brands plan to invest more in AI and chatbots for customer support by 2025

Statistic 70

55% of consumers expect seamless omnichannel shopping experiences in the apparel industry

Statistic 71

47% of buyers say that they are less likely to shop from brands that do not offer real-time order tracking

Statistic 72

33% of apparel customers prefer shopping via mobile apps because of better personalized experiences

Statistic 73

66% of customers say they’ve had a poor experience due to unhelpful or rude staff in apparel stores

Statistic 74

80% of apparel retailers plan to enhance in-store digital experiences to improve customer satisfaction

Statistic 75

51% of apparel shoppers have abandoned a purchase due to a confusing or complicated checkout process

Statistic 76

46% of apparel buyers cite lack of personalized recommendations as a reason for shopping cart abandonment

Statistic 77

71% of apparel consumers are more likely to buy from a brand that offers augmented reality (AR) shopping experiences

Statistic 78

55% of customers prefer shopping experiences that include live chat options

Statistic 79

72% of customers are more satisfied when brands provide real-time assistance during online shopping

Statistic 80

49% of apparel consumers prefer to interact with brands via messaging apps rather than email or phone

Statistic 81

38% of shoppers say that virtual fitting rooms have improved their online shopping experience

Statistic 82

80% of apparel brands are investing in improving their mobile shopping experiences to enhance customer satisfaction

Statistic 83

65% of consumers want to be able to shop via voice assistants

Statistic 84

59% of shoppers find augmented reality features helpful in visualizing clothing before purchase

Statistic 85

54% of apparel shoppers want a quicker checkout process to improve their customer experience

Statistic 86

69% of consumers prefer brands that offer multiple touchpoints for customer support, such as chat, email, and phone

Statistic 87

67% of apparel brands have increased their investment in virtual and augmented reality technologies since 2022

Statistic 88

55% of consumers predict they will do more online shopping via mobile in the coming years

Statistic 89

49% of customers state that personalized shopping assistance reduces their purchase hesitation

Statistic 90

80% of apparel brands believe that immersive digital experiences increase customer engagement and retention

Statistic 91

63% of consumers prefer a mix of online and offline shopping to optimize their experience

Statistic 92

42% of buyers say lack of personalized experience is a main reason for cart abandonment

Statistic 93

62% of apparel shoppers believe that virtual try-on tools reduce purchase hesitation

Statistic 94

80% of apparel firms plan to enhance mobile app features to boost customer engagement

Statistic 95

77% of online shoppers are more likely to purchase if they can access augmented reality try-on features

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Sources

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Key Highlights

86% of customers are willing to pay more for a better customer experience in the apparel industry
70% of apparel shoppers say they are more likely to buy from a brand that offers personalized experiences
60% of consumers prefer to shop from brands that engage with them through social media
52% of apparel customers have abandoned a purchase due to poor customer service
45% of clothing shoppers consider easy returns to be crucial in their purchasing decision
40% of apparel consumers have switched brands due to bad customer service experiences
78% of consumers say that their shopping experience with a brand influences their likelihood to recommend it
65% of apparel brands plan to invest more in AI and chatbots for customer support by 2025
55% of consumers expect seamless omnichannel shopping experiences in the apparel industry
73% of apparel customers prioritize fast and free shipping as a key part of their shopping experience
47% of buyers say that they are less likely to shop from brands that do not offer real-time order tracking
68% of consumers would recommend a clothing brand based on their positive customer service experience
33% of apparel customers prefer shopping via mobile apps because of better personalized experiences

In an industry where customer experience is becoming the ultimate differentiator, staggering statistics reveal that 86% of apparel consumers are willing to pay more for better service, yet nearly half abandon their carts due to poor experiences—highlighting the urgent need for brands to elevate every touchpoint from personalized styling to seamless omnichannel support.

Consumer Preferences and Purchase Motivations

60% of consumers prefer to shop from brands that engage with them through social media
45% of clothing shoppers consider easy returns to be crucial in their purchasing decision
73% of apparel customers prioritize fast and free shipping as a key part of their shopping experience
53% of apparel shoppers want brands to provide styling advice and fashion tips as part of their customer experience
42% of consumers would pay more for a better customer experience in apparel
59% of apparel brands have increased their focus on sustainability as part of their customer experience strategy
64% of apparel customers expect brands to pay attention to their individual preferences and shopping habits
55% of apparel shoppers want to see more sustainable and eco-friendly options in their shopping experience
48% of shoppers use product reviews and ratings to inform their purchase decisions
43% of consumers say that personalized email marketing influences their shopping frequency with apparel brands
50% of shoppers consider loyalty programs as a key factor influencing their customer experience
75% of consumers are more likely to purchase from brands that show they care about social issues
49% of consumers want more transparency about product sourcing and manufacturing processes
50% of customers say that they are more likely to purchase if a brand offers virtual styling consultations
58% of apparel customers emphasize the importance of ethical practices in their purchasing decisions
82% of consumers expect brands to address sustainability in their products and packaging
66% of consumers feel more confident about their purchases when they see detailed product images and videos
77% of buyers are influenced by community-building and brand stories when choosing apparel brands
54% of apparel shoppers prefer brands that offer flexible payment options such as buy now, pay later
68% of shoppers value environmentally friendly packaging as part of the customer experience
71% of consumers are more likely to purchase from brands with transparent supply chains
65% of shoppers want to see customer reviews integrated into online product pages
76% of online shoppers prefer live online shopping events or streams to traditional online stores
42% of apparel buyers seek brands that actively showcase diversity and inclusivity in their marketing and product offerings
58% of shoppers want brands to provide easy access to sustainability and ethical certifications
70% of consumers are more likely to buy from brands that share their social values
75% of consumers want clear info about product sustainability before purchasing
69% of shoppers express interest in brand-led social responsibility initiatives as part of their customer experience
49% of consumers value detailed and accurate sizing information online
70% of shoppers prefer brands with transparent returns policies
66% of consumers are influenced by online reviews during their shopping decision process
45% of shoppers seek brands that actively promote ethical labor practices
50% of consumers are more likely to purchase if brands include social causes in their marketing
60% of apparel consumers are influenced by brands' environmental commitments in their purchase decisions
55% of customers desire brands that create emotionally engaging campaigns as part of their customer experience

Consumer Preferences and Purchase Motivations Interpretation

In an industry where sustainability, transparency, and personalized engagement now outweigh mere fashion, savvy apparel brands are realizing that a compelling customer experience—crafted through ethical practices, swift service, and social consciousness—is the fabric binding consumers to buy, pay more, and stay loyal.

Customer Loyalty and Behavior Patterns

86% of customers are willing to pay more for a better customer experience in the apparel industry
70% of apparel shoppers say they are more likely to buy from a brand that offers personalized experiences
52% of apparel customers have abandoned a purchase due to poor customer service
40% of apparel consumers have switched brands due to bad customer service experiences
78% of consumers say that their shopping experience with a brand influences their likelihood to recommend it
68% of consumers would recommend a clothing brand based on their positive customer service experience
45% of customers say they are more loyal to brands that respond quickly to inquiries on social media
49% of customers say personalized packaging improves their overall experience with apparel brands
54% of consumers would recommend brands that give excellent after-sales support
67% of consumers want more authentic engagement with brands, including transparent communication about products and practices
70% of apparel customers prefer brands that offer easy and flexible return policies
34% of shoppers admit that poor customer service has led them to abandon a brand entirely
78% of consumers say that a positive experience with a brand increases their chances of repeat purchases
69% of consumers would be more loyal to brands that incorporate AI-driven personalization
65% of apparel shoppers would be more loyal if brands proactively addressed potential issues before purchase
44% of apparel customers think that personalized marketing messages increase their likelihood to purchase
61% of shoppers say that engagement with brand ambassadors influences their loyalty
48% of shoppers have stopped engaging with brands that do not respond to their reviews or feedback
49% of consumers say their overall shopping experience improves when brands recognize their loyalty and send personalized offers
61% of apparel customers say that an inclusive size range increases their loyalty to a brand
74% of apparel retailers are increasing investment in customer data analytics to enhance CX
67% of consumers expect to receive proactive communication about order delays or issues
78% of consumers are more loyal to brands that actively communicate about their sustainability efforts
54% of shoppers would be more loyal if brands integrated AR into their shopping experience
73% of apparel brands are increasing their sustainability disclosures to improve transparency and trust

Customer Loyalty and Behavior Patterns Interpretation

In the fiercely competitive apparel industry, where nearly nine out of ten customers are willing to pay a premium for a superior experience, it’s clear that personalization, transparency, and proactive engagement are the threads weaving customer loyalty—and those brands that neglect these fabrics risk unraveling in the rush to satisfy the modern shopper.

Product and Service Expectations

72% of apparel consumers expect their purchase process to be personalized based on preferences and browsing history
70% of customers say that fast response times are a key factor in their customer service experience
62% of apparel shoppers expect brands to offer virtual try-on options
75% of shoppers want to see comprehensive sizing guides and fit assistance online
73% of apparel shoppers consider comprehensive product information critical for a positive customer experience
53% of apparel shoppers expect brands to offer virtual consultations or styling advice
55% of consumers expect brands to proactively communicate about product recalls or safety issues
68% of shoppers want brands to provide more options for inclusive sizing and fit

Product and Service Expectations Interpretation

In an industry where personalization, rapid responsiveness, and inclusivity are rapidly becoming the new standard, apparel brands that neglect to adapt risk losing customers to empowered consumers who expect tailored, transparent, and tech-savvy shopping experiences.

Shopping Experience and Convenience

65% of apparel brands plan to invest more in AI and chatbots for customer support by 2025
55% of consumers expect seamless omnichannel shopping experiences in the apparel industry
47% of buyers say that they are less likely to shop from brands that do not offer real-time order tracking
33% of apparel customers prefer shopping via mobile apps because of better personalized experiences
66% of customers say they’ve had a poor experience due to unhelpful or rude staff in apparel stores
80% of apparel retailers plan to enhance in-store digital experiences to improve customer satisfaction
51% of apparel shoppers have abandoned a purchase due to a confusing or complicated checkout process
46% of apparel buyers cite lack of personalized recommendations as a reason for shopping cart abandonment
71% of apparel consumers are more likely to buy from a brand that offers augmented reality (AR) shopping experiences
55% of customers prefer shopping experiences that include live chat options
72% of customers are more satisfied when brands provide real-time assistance during online shopping
49% of apparel consumers prefer to interact with brands via messaging apps rather than email or phone
38% of shoppers say that virtual fitting rooms have improved their online shopping experience
80% of apparel brands are investing in improving their mobile shopping experiences to enhance customer satisfaction
65% of consumers want to be able to shop via voice assistants
59% of shoppers find augmented reality features helpful in visualizing clothing before purchase
54% of apparel shoppers want a quicker checkout process to improve their customer experience
69% of consumers prefer brands that offer multiple touchpoints for customer support, such as chat, email, and phone
67% of apparel brands have increased their investment in virtual and augmented reality technologies since 2022
55% of consumers predict they will do more online shopping via mobile in the coming years
49% of customers state that personalized shopping assistance reduces their purchase hesitation
80% of apparel brands believe that immersive digital experiences increase customer engagement and retention
63% of consumers prefer a mix of online and offline shopping to optimize their experience
42% of buyers say lack of personalized experience is a main reason for cart abandonment
62% of apparel shoppers believe that virtual try-on tools reduce purchase hesitation
80% of apparel firms plan to enhance mobile app features to boost customer engagement
77% of online shoppers are more likely to purchase if they can access augmented reality try-on features

Shopping Experience and Convenience Interpretation

With 80% of apparel brands investing in immersive digital tools like AR and virtual try-ons, and over half of consumers craving seamless omnichannel service, it’s clear that in the fashion world, only the digitally agile—and those who remember to be helpful—will turn heads in the race to satisfy the modern shopper.