GITNUXREPORT 2025

Customer Experience In The Beauty Industry Statistics

Personalized, seamless experiences greatly boost loyalty and customer satisfaction.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

86% of consumers are willing to pay more for better customer experience in beauty salons

Statistic 2

65% of beauty clients prefer online booking systems for convenience

Statistic 3

78% of consumers are more likely to revisit a beauty brand that offers excellent customer service

Statistic 4

60% of beauty consumers check reviews before booking a service

Statistic 5

55% of beauty brands have increased their social media efforts to improve customer engagement

Statistic 6

48% of beauty consumers say they are influenced by online reviews and ratings

Statistic 7

73% of beauty brands use loyalty programs to enhance customer experience

Statistic 8

80% of beauty consumers say friendly staff improves their shopping experience

Statistic 9

65% of beauty customers prefer eco-friendly products and packaging

Statistic 10

52% of consumers are more loyal to brands that provide educational content

Statistic 11

67% of beauty consumers have switched brands due to poor customer service

Statistic 12

45% of beauty clients say virtual consultations help them decide on products

Statistic 13

40% of beauty brands report increased sales through chatbots on their websites

Statistic 14

58% of beauty consumers want to see more augmented reality try-on features

Statistic 15

77% of consumers engage more with brands that have interactive digital experiences

Statistic 16

62% of beauty customers follow brands on social media to stay updated with new products and offers

Statistic 17

84% of consumers say a seamless omni-channel experience influences their loyalty

Statistic 18

71% of beauty customers prefer brands that have easy return and refund policies

Statistic 19

69% of beauty brands see increased engagement after implementing live streaming sales events

Statistic 20

69% of consumers prefer booking through mobile apps over websites

Statistic 21

55% of beauty companies report increased repeat business after adopting customer experience improvements

Statistic 22

66% of consumers are more likely to recommend brands with excellent customer service

Statistic 23

61% of women prefer to buy from brands that promote diversity and inclusion

Statistic 24

59% of customers want detailed product information before purchasing

Statistic 25

67% of consumers prefer brands with fast response times on social media

Statistic 26

70% of beauty consumers use influencers' recommendations to choose products

Statistic 27

75% of customers report higher satisfaction when brands offer virtual consultations

Statistic 28

69% of consumers say quick, efficient checkout processes improve their shopping experience

Statistic 29

81% of beauty consumers are more likely to purchase from a brand with a strong social media presence

Statistic 30

50% of customers are more loyal to brands that respond promptly to complaints

Statistic 31

76% of beauty clients value consistent branding and messaging across channels

Statistic 32

60% of customers prefer educational tutorials before trying new beauty products

Statistic 33

48% of consumers say experience-driven brands outperform traditional brands in loyalty

Statistic 34

69% of beauty consumers follow brands for exclusive offers and early access

Statistic 35

59% of customers prefer virtual try-on features over physical testers

Statistic 36

74% of consumers share their beauty purchases on social media to seek validation and showcase their look

Statistic 37

44% of beauty brands have increased their investment in AI technologies to enhance customer experience

Statistic 38

72% of beauty consumers have used beauty apps for skin analysis

Statistic 39

55% of beauty brands use AI chatbots for customer support

Statistic 40

70% of beauty consumers say personalized services influence their loyalty

Statistic 41

89% of customers are satisfied with personalized marketing experiences in beauty

Statistic 42

63% of beauty buyers cite personalized product recommendations as a key factor in their purchase

Statistic 43

72% of consumers appreciate personalized follow-up after a beauty service

Statistic 44

58% of beauty buyers say virtual try-on tools influence their purchasing decisions

Statistic 45

42% of beauty companies are planning to enhance their AI-driven personalization in the next year

Statistic 46

83% of female beauty consumers consider personalized experiences as a key factor in brand choice

Statistic 47

54% of beauty consumers are more likely to follow brands offering sustainable practices

Statistic 48

48% of customers say their loyalty is driven by brands' social responsibility efforts

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Key Highlights

86% of consumers are willing to pay more for better customer experience in beauty salons
70% of beauty consumers say personalized services influence their loyalty
65% of beauty clients prefer online booking systems for convenience
78% of consumers are more likely to revisit a beauty brand that offers excellent customer service
60% of beauty consumers check reviews before booking a service
55% of beauty brands have increased their social media efforts to improve customer engagement
48% of beauty consumers say they are influenced by online reviews and ratings
73% of beauty brands use loyalty programs to enhance customer experience
80% of beauty consumers say friendly staff improves their shopping experience
65% of beauty customers prefer eco-friendly products and packaging
52% of consumers are more loyal to brands that provide educational content
67% of beauty consumers have switched brands due to poor customer service
45% of beauty clients say virtual consultations help them decide on products

In a beauty industry where 86% of consumers are willing to pay more for superior customer experiences, brands that personalize, engage, and innovate with seamless digital tools are reaping unprecedented loyalty and sales.

Customer Preferences and Engagement Strategies

86% of consumers are willing to pay more for better customer experience in beauty salons
65% of beauty clients prefer online booking systems for convenience
78% of consumers are more likely to revisit a beauty brand that offers excellent customer service
60% of beauty consumers check reviews before booking a service
55% of beauty brands have increased their social media efforts to improve customer engagement
48% of beauty consumers say they are influenced by online reviews and ratings
73% of beauty brands use loyalty programs to enhance customer experience
80% of beauty consumers say friendly staff improves their shopping experience
65% of beauty customers prefer eco-friendly products and packaging
52% of consumers are more loyal to brands that provide educational content
67% of beauty consumers have switched brands due to poor customer service
45% of beauty clients say virtual consultations help them decide on products
40% of beauty brands report increased sales through chatbots on their websites
58% of beauty consumers want to see more augmented reality try-on features
77% of consumers engage more with brands that have interactive digital experiences
62% of beauty customers follow brands on social media to stay updated with new products and offers
84% of consumers say a seamless omni-channel experience influences their loyalty
71% of beauty customers prefer brands that have easy return and refund policies
69% of beauty brands see increased engagement after implementing live streaming sales events
69% of consumers prefer booking through mobile apps over websites
55% of beauty companies report increased repeat business after adopting customer experience improvements
66% of consumers are more likely to recommend brands with excellent customer service
61% of women prefer to buy from brands that promote diversity and inclusion
59% of customers want detailed product information before purchasing
67% of consumers prefer brands with fast response times on social media
70% of beauty consumers use influencers' recommendations to choose products
75% of customers report higher satisfaction when brands offer virtual consultations
69% of consumers say quick, efficient checkout processes improve their shopping experience
81% of beauty consumers are more likely to purchase from a brand with a strong social media presence
50% of customers are more loyal to brands that respond promptly to complaints
76% of beauty clients value consistent branding and messaging across channels
60% of customers prefer educational tutorials before trying new beauty products
48% of consumers say experience-driven brands outperform traditional brands in loyalty
69% of beauty consumers follow brands for exclusive offers and early access
59% of customers prefer virtual try-on features over physical testers
74% of consumers share their beauty purchases on social media to seek validation and showcase their look

Customer Preferences and Engagement Strategies Interpretation

In an industry where beauty is only skin deep, nearly nine out of ten consumers are willing to pay a premium for a seamless, personalized, and immersive experience, proving that in today’s beauty landscape, exceptional customer service isn’t just a luxury—it's the new makeup essential.

Digital Transformation and Technology Adoption

44% of beauty brands have increased their investment in AI technologies to enhance customer experience
72% of beauty consumers have used beauty apps for skin analysis
55% of beauty brands use AI chatbots for customer support

Digital Transformation and Technology Adoption Interpretation

With nearly half of beauty brands investing in AI, and over two-thirds of consumers utilizing beauty apps, the industry is clearly blending high-tech innovation with personalized pampering—proving that in beauty, the future is both smarter and more tailored.

Personalization and Customer Experience

70% of beauty consumers say personalized services influence their loyalty
89% of customers are satisfied with personalized marketing experiences in beauty
63% of beauty buyers cite personalized product recommendations as a key factor in their purchase
72% of consumers appreciate personalized follow-up after a beauty service
58% of beauty buyers say virtual try-on tools influence their purchasing decisions
42% of beauty companies are planning to enhance their AI-driven personalization in the next year
83% of female beauty consumers consider personalized experiences as a key factor in brand choice

Personalization and Customer Experience Interpretation

In the fiercely competitive beauty industry, personalization is no longer a luxury but a loyalty lifeline, with over 80% of consumers citing tailored experiences as pivotal in their brand allegiance—making AI-driven customization the ultimate beauty secret for brands aiming to stay relevant.

Sustainable and Ethical Practices

54% of beauty consumers are more likely to follow brands offering sustainable practices
48% of customers say their loyalty is driven by brands' social responsibility efforts

Sustainable and Ethical Practices Interpretation

With over half of beauty consumers prioritizing sustainability and nearly half valuing social responsibility, brands that ignore ethical practices risk losing loyalty in a marketplace where conscience increasingly compensates for gloss.