GITNUXREPORT 2025

Customer Experience In The Clothing Industry Statistics

Consumers prioritize personalized, seamless, and responsive customer experience in clothing industry.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

83% of millennials expect brands to be transparent about their sustainability practices, influencing their CX in clothing brands

Statistic 2

80% of consumers say that brand responsiveness during a crisis affects their trust and loyalty

Statistic 3

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

Statistic 4

73% of customers say that a positive customer service experience influences their brand loyalty in fashion retail

Statistic 5

60% of clothing buyers abandon their cart due to poor customer service or experience

Statistic 6

52% of customers report that their perception of a clothing brand improves after a positive customer service interaction

Statistic 7

70% of consumers globally expect companies to communicate with them proactively, in the clothing industry

Statistic 8

58% of clothing shoppers prefer stores that offer real-time chat support

Statistic 9

68% of customers are more likely to recommend a clothing brand after a positive experience

Statistic 10

75% of customers say that having their questions answered quickly improves their overall experience

Statistic 11

77% of consumers have a more positive view of brands that provide instant responses to inquiries

Statistic 12

54% of clothing brands report increased customer retention due to improved CX initiatives

Statistic 13

62% of customers are less likely to shop with a brand again after a poor experience

Statistic 14

71% of clothing shoppers want brands to offer seamless online and offline experiences

Statistic 15

84% of consumers value an easy and fast checkout process in fashion ecommerce

Statistic 16

48% of clothing consumers cite poor customer service as the reason for switching brands

Statistic 17

63% of customers want brands to proactively inform them about order delays

Statistic 18

50% of clothing brands plan to increase investments in customer experience technology in 2024

Statistic 19

74% of consumers prefer to contact customer service via messaging apps over phone calls for clothing inquiries

Statistic 20

70% of customers expect companies to anticipate their needs and preferences

Statistic 21

65% of clothing buyers have abandoned a purchase due to slow website loading times

Statistic 22

58% of clothing consumers prefer brands that offer eco-friendly products coupled with good CX

Statistic 23

73% of customers expect seamless service across all touchpoints in the clothing industry

Statistic 24

53% of shoppers leave a website if they find the navigation confusing, impacting CX perceptions in fashion ecommerce

Statistic 25

78% of customers are more likely to make a purchase again if they had a positive CX experience

Statistic 26

60% of shoppers prioritize brands that demonstrate social responsibility, impacting their overall customer experience

Statistic 27

44% of clothing shoppers say they would buy more if brands offered better, faster support

Statistic 28

59% of customers prefer brands that offer live shopping experiences

Statistic 29

69% of clothing shoppers say an engaging unboxing experience enhances their CX

Statistic 30

76% of consumers are more likely to purchase again if their shopping experience was personalized and hassle-free

Statistic 31

50% of customers report feeling more loyal when brands actively seek feedback and implement improvements

Statistic 32

66% of clothing consumers say they are influenced by enhanced CX features like virtual fitting rooms

Statistic 33

71% of consumers are more likely to buy from brands that utilize AI chatbots for customer service

Statistic 34

63% of shoppers cite ease of communication as a top factor in their satisfaction with clothing brands

Statistic 35

48% of clothing customers report that inconsistent brand messaging negatively impacts their CX

Statistic 36

59% of shoppers prefer to see sustainable or eco-friendly labels before making a purchase decision, impacting CX perceptions

Statistic 37

72% of clothing consumers are more likely to purchase from brands that provide consistent and personalized post-sale communications

Statistic 38

70% of customers want access to live support options such as video chat or calls, in addition to traditional channels

Statistic 39

83% of consumers say that a knowledgeable and friendly customer service representative improves their overall experience

Statistic 40

65% of clothing shoppers feel that brands with transparent pricing practices offer better CX

Statistic 41

74% of shoppers use social media to share their positive clothing shopping experiences, influencing CX perceptions for brands

Statistic 42

90% of customers read reviews before purchasing clothing online

Statistic 43

42% of shoppers abandon online clothing carts due to inadequate product info or images

Statistic 44

85% of shoppers trust online reviews as much as personal recommendations for clothing purchases

Statistic 45

37% of clothing shoppers are influenced by influencer reviews when making purchase decisions

Statistic 46

72% of consumers think that brands should improve their mobile shopping experiences to enhance CX in the clothing industry

Statistic 47

78% of shoppers say that personalized experiences impact their purchasing decisions in the clothing sector

Statistic 48

45% of consumers prefer shopping with brands that offer personalized product recommendations

Statistic 49

65% of shoppers say they are more likely to buy from a clothing brand that provides personalized communication

Statistic 50

69% of consumers are more likely to shop again with brands that offer personalized shopping experiences

Statistic 51

85% of consumers are more likely to shop frequently with brands that personalize their experience

Statistic 52

66% of clothing consumers say they are more loyal to brands that send timely and relevant email communications

Statistic 53

67% of consumers find personalized videos more engaging than static product images in clothing marketing

Statistic 54

65% of customers say that returning or exchanging clothing is more likely to lead to a negative experience if not handled well

Statistic 55

80% of clothing consumers are more likely to purchase again from a brand that offers easy returns

Statistic 56

55% of fashion consumers expect brands to offer multiple channels for customer support, including social media, email, and chat

Statistic 57

60% of customers say ease of return process influences their loyalty to a clothing retailer

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Sources

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Key Highlights

86% of consumers are willing to pay more for a better customer experience in the clothing industry
78% of shoppers say that personalized experiences impact their purchasing decisions in the clothing sector
73% of customers say that a positive customer service experience influences their brand loyalty in fashion retail
45% of consumers prefer shopping with brands that offer personalized product recommendations
60% of clothing buyers abandon their cart due to poor customer service or experience
52% of customers report that their perception of a clothing brand improves after a positive customer service interaction
70% of consumers globally expect companies to communicate with them proactively, in the clothing industry
65% of customers say that returning or exchanging clothing is more likely to lead to a negative experience if not handled well
80% of clothing consumers are more likely to purchase again from a brand that offers easy returns
90% of customers read reviews before purchasing clothing online
58% of clothing shoppers prefer stores that offer real-time chat support
68% of customers are more likely to recommend a clothing brand after a positive experience
55% of fashion consumers expect brands to offer multiple channels for customer support, including social media, email, and chat

In an increasingly competitive clothing industry, where 86% of consumers are willing to pay more for superior customer experience, brands that embrace personalization, seamless communication, and proactive support are winning loyalty and driving sales.

Brand Trust and Perception

83% of millennials expect brands to be transparent about their sustainability practices, influencing their CX in clothing brands
80% of consumers say that brand responsiveness during a crisis affects their trust and loyalty

Brand Trust and Perception Interpretation

In an era where 83% of Millennials demand transparency and 80% of consumers value brand responsiveness during crises, clothing brands must stitch genuine sustainability practices and swift communication into their customer experience to truly resonate and retain loyalty.

Customer Experience and Satisfaction

86% of consumers are willing to pay more for a better customer experience in the clothing industry
73% of customers say that a positive customer service experience influences their brand loyalty in fashion retail
60% of clothing buyers abandon their cart due to poor customer service or experience
52% of customers report that their perception of a clothing brand improves after a positive customer service interaction
70% of consumers globally expect companies to communicate with them proactively, in the clothing industry
58% of clothing shoppers prefer stores that offer real-time chat support
68% of customers are more likely to recommend a clothing brand after a positive experience
75% of customers say that having their questions answered quickly improves their overall experience
77% of consumers have a more positive view of brands that provide instant responses to inquiries
54% of clothing brands report increased customer retention due to improved CX initiatives
62% of customers are less likely to shop with a brand again after a poor experience
71% of clothing shoppers want brands to offer seamless online and offline experiences
84% of consumers value an easy and fast checkout process in fashion ecommerce
48% of clothing consumers cite poor customer service as the reason for switching brands
63% of customers want brands to proactively inform them about order delays
50% of clothing brands plan to increase investments in customer experience technology in 2024
74% of consumers prefer to contact customer service via messaging apps over phone calls for clothing inquiries
70% of customers expect companies to anticipate their needs and preferences
65% of clothing buyers have abandoned a purchase due to slow website loading times
58% of clothing consumers prefer brands that offer eco-friendly products coupled with good CX
73% of customers expect seamless service across all touchpoints in the clothing industry
53% of shoppers leave a website if they find the navigation confusing, impacting CX perceptions in fashion ecommerce
78% of customers are more likely to make a purchase again if they had a positive CX experience
60% of shoppers prioritize brands that demonstrate social responsibility, impacting their overall customer experience
44% of clothing shoppers say they would buy more if brands offered better, faster support
59% of customers prefer brands that offer live shopping experiences
69% of clothing shoppers say an engaging unboxing experience enhances their CX
76% of consumers are more likely to purchase again if their shopping experience was personalized and hassle-free
50% of customers report feeling more loyal when brands actively seek feedback and implement improvements
66% of clothing consumers say they are influenced by enhanced CX features like virtual fitting rooms
71% of consumers are more likely to buy from brands that utilize AI chatbots for customer service
63% of shoppers cite ease of communication as a top factor in their satisfaction with clothing brands
48% of clothing customers report that inconsistent brand messaging negatively impacts their CX
59% of shoppers prefer to see sustainable or eco-friendly labels before making a purchase decision, impacting CX perceptions
72% of clothing consumers are more likely to purchase from brands that provide consistent and personalized post-sale communications
70% of customers want access to live support options such as video chat or calls, in addition to traditional channels
83% of consumers say that a knowledgeable and friendly customer service representative improves their overall experience
65% of clothing shoppers feel that brands with transparent pricing practices offer better CX
74% of shoppers use social media to share their positive clothing shopping experiences, influencing CX perceptions for brands

Customer Experience and Satisfaction Interpretation

These statistics reveal that in the clothing industry, delivering exceptional and proactive customer experiences—not just stylish apparel—has become the true fabric that makes brands worth choosing, as consumers are willing to pay more, stay loyal, and spread the word when their needs are met swiftly, seamlessly, and ethically.

E-commerce and Shopping Behavior

90% of customers read reviews before purchasing clothing online
42% of shoppers abandon online clothing carts due to inadequate product info or images
85% of shoppers trust online reviews as much as personal recommendations for clothing purchases
37% of clothing shoppers are influenced by influencer reviews when making purchase decisions
72% of consumers think that brands should improve their mobile shopping experiences to enhance CX in the clothing industry

E-commerce and Shopping Behavior Interpretation

In an era where 90% of shoppers consult reviews and 72% demand better mobile experiences, apparel brands must stitch together compelling product info, authentic influencer insights, and seamless tech to truly fit customer expectations.

Personalization and Engagement Strategies

78% of shoppers say that personalized experiences impact their purchasing decisions in the clothing sector
45% of consumers prefer shopping with brands that offer personalized product recommendations
65% of shoppers say they are more likely to buy from a clothing brand that provides personalized communication
69% of consumers are more likely to shop again with brands that offer personalized shopping experiences
85% of consumers are more likely to shop frequently with brands that personalize their experience
66% of clothing consumers say they are more loyal to brands that send timely and relevant email communications
67% of consumers find personalized videos more engaging than static product images in clothing marketing

Personalization and Engagement Strategies Interpretation

In an industry where style meets (personalized) substance, clothing brands ignoring tailored experiences risk shedding customers faster than last season's trends.

Returns, Accessibility, and Customer Support

65% of customers say that returning or exchanging clothing is more likely to lead to a negative experience if not handled well
80% of clothing consumers are more likely to purchase again from a brand that offers easy returns
55% of fashion consumers expect brands to offer multiple channels for customer support, including social media, email, and chat
60% of customers say ease of return process influences their loyalty to a clothing retailer

Returns, Accessibility, and Customer Support Interpretation

In the fashion industry, while a smooth return process can stitch customer loyalty tight, mishandle it and you risk unraveling your brand’s reputation—proving once again that in retail, ease is the new elegance.