GITNUXREPORT 2025

Customer Experience In The Cosmetic Industry Statistics

Customer experience drives loyalty, personalized service, and digital innovation in cosmetics.

Jannik Linder

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

First published: April 29, 2025

Our Commitment to Accuracy

Rigorous fact-checking • Reputable sources • Regular updatesLearn more

Statistic 1

61% of cosmetic consumers cite a compelling brand story as influential in their purchase decision

Statistic 2

73% of consumers have positive perceptions of brands that provide educational content

Statistic 3

83% of consumers say consistent brand experience across all channels influences their loyalty

Statistic 4

59% of consumers want virtual consultations with beauty experts

Statistic 5

66% of cosmetic e-commerce shoppers cite reviews and ratings as crucial deciding factors

Statistic 6

90% of consumers prefer brands that offer loyalty rewards based on their shopping behavior

Statistic 7

88% of beauty consumers are more loyal to brands that actively listen and respond to customer feedback

Statistic 8

62% of consumers prefer brands with eco-friendly packaging

Statistic 9

72% of consumers want brands to educate them about ingredients and product benefits

Statistic 10

81% of consumers are influenced by aesthetically pleasing packaging in their purchasing decision

Statistic 11

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

Statistic 12

78% of consumers say quick and efficient service influences their loyalty to a cosmetic brand

Statistic 13

55% of beauty consumers would trust a brand more if it offers virtual try-on features

Statistic 14

82% of cosmetic companies are investing in AI to improve customer experience

Statistic 15

92% of consumers say their customer service experience impacts their brand loyalty in cosmetics

Statistic 16

72% of beauty shoppers prefer brands offering seamless omni-channel experiences

Statistic 17

60% of consumers report dissatisfaction with irregularities between online and offline store experiences in cosmetics

Statistic 18

45% of beauty product buyers make impulse purchases based on engaging in-store customer service

Statistic 19

68% of cosmetic brands see improved sales after implementing augmented reality features

Statistic 20

53% of shoppers abandon their cart due to poor customer experience

Statistic 21

69% of consumers say excellent customer service enhances their perception of a cosmetic brand

Statistic 22

74% of brands measure customer experience success through Net Promoter Score (NPS)

Statistic 23

85% of cosmetic companies have increased their digital marketing budget due to customer experience improvements

Statistic 24

81% of shoppers say their satisfaction with a cosmetic brand is linked to responsive customer service

Statistic 25

55% of customers have abandoned a purchase due to a confusing checkout process

Statistic 26

73% of cosmetic brands report improved customer engagement after deploying chatbots

Statistic 27

50% of customers will switch brands after one poor customer service experience

Statistic 28

79% of consumers consider the availability of live chat support as crucial during online shopping

Statistic 29

53% of consumers are more likely to purchase from brands that offer easy returns

Statistic 30

64% of beauty shoppers say they would stay loyal to a brand that offers excellent customer service

Statistic 31

69% of brands plan to increase investment in digital customer experience tools in the next year

Statistic 32

54% of consumers claim their loyalty is driven by brands offering a seamless digital experience

Statistic 33

85% of cosmetic brands measure customer satisfaction using surveys and feedback forms

Statistic 34

90% of consumers say that fast response times improve their customer experience

Statistic 35

67% of beauty brands report increased customer lifetime value after investing in CX initiatives

Statistic 36

79% of consumers would recommend brands that provide consistent and personalized experiences

Statistic 37

92% of shoppers are more likely to purchase from brands with excellent online customer support

Statistic 38

70% of shoppers consult online reviews before purchasing beauty products

Statistic 39

48% of UK consumers check social media before buying cosmetics

Statistic 40

42% of consumers are more likely to purchase a beauty product after engaging with a brand’s influencer campaign

Statistic 41

65% of consumers prefer to see user-generated content when researching beauty products

Statistic 42

87% of beauty consumers use social media for product advice and reviews

Statistic 43

77% of brands see increased online engagement after implementing customer review sections

Statistic 44

59% of consumers prefer brands that utilize augmented reality for product demonstrations

Statistic 45

65% of shoppers are influenced by influencer reviews when selecting cosmetic products

Statistic 46

65% of cosmetic brands report increased customer retention through personalized experiences

Statistic 47

80% of consumers are willing to share personal data if it improves their shopping experience

Statistic 48

77% of consumers prefer brands that provide personalized recommendations

Statistic 49

58% of beauty consumers find personalized emails more engaging

Statistic 50

45% of consumers say their expectations for personalized experiences are increasing

Statistic 51

54% of beauty shoppers say personalized packaging enhances their unboxing experience

Statistic 52

80% of consumers believe that personalized beauty product recommendations improve their overall experience

Statistic 53

74% of customers want personalized shopping experiences

Slide 1 of 53

Sources

Our Reports have been cited by:

Trust Badges - Publications that have cited our reports

Key Highlights

86% of consumers are willing to pay more for better customer experience in the cosmetic industry
70% of shoppers consult online reviews before purchasing beauty products
65% of cosmetic brands report increased customer retention through personalized experiences
78% of consumers say quick and efficient service influences their loyalty to a cosmetic brand
55% of beauty consumers would trust a brand more if it offers virtual try-on features
82% of cosmetic companies are investing in AI to improve customer experience
92% of consumers say their customer service experience impacts their brand loyalty in cosmetics
72% of beauty shoppers prefer brands offering seamless omni-channel experiences
60% of consumers report dissatisfaction with irregularities between online and offline store experiences in cosmetics
45% of beauty product buyers make impulse purchases based on engaging in-store customer service
80% of consumers are willing to share personal data if it improves their shopping experience
68% of cosmetic brands see improved sales after implementing augmented reality features
53% of shoppers abandon their cart due to poor customer experience

In an era where 86% of consumers are willing to pay a premium for exceptional service, the cosmetic industry finds itself at a pivotal crossroads, as innovative customer experience strategies—from AI-driven personalization to virtual try-ons—continue to reshape shopping behaviors and brand loyalty.

Brand Perception and Ethical Values

61% of cosmetic consumers cite a compelling brand story as influential in their purchase decision
73% of consumers have positive perceptions of brands that provide educational content

Brand Perception and Ethical Values Interpretation

With 61% of consumers swayed by a compelling brand story and 73% valuing educational content, cosmetic brands can't afford to neglect storytelling and education—they're the double entendre of loyalty and trust in a beauty-obsessed world.

Consumer Preferences and Loyalty

83% of consumers say consistent brand experience across all channels influences their loyalty
59% of consumers want virtual consultations with beauty experts
66% of cosmetic e-commerce shoppers cite reviews and ratings as crucial deciding factors
90% of consumers prefer brands that offer loyalty rewards based on their shopping behavior
88% of beauty consumers are more loyal to brands that actively listen and respond to customer feedback
62% of consumers prefer brands with eco-friendly packaging
72% of consumers want brands to educate them about ingredients and product benefits
81% of consumers are influenced by aesthetically pleasing packaging in their purchasing decision

Consumer Preferences and Loyalty Interpretation

In the high-stakes world of cosmetics, consumers’ loyalty hinges on a symphony of consistent multichannel experiences, expert virtual advice, transparent ingredient education, eco-consciousness, and visually captivating packaging—proof that beauty brands must listen, engage, and reward to truly glow.

Customer Experience and Service Quality

86% of consumers are willing to pay more for better customer experience in the cosmetic industry
78% of consumers say quick and efficient service influences their loyalty to a cosmetic brand
55% of beauty consumers would trust a brand more if it offers virtual try-on features
82% of cosmetic companies are investing in AI to improve customer experience
92% of consumers say their customer service experience impacts their brand loyalty in cosmetics
72% of beauty shoppers prefer brands offering seamless omni-channel experiences
60% of consumers report dissatisfaction with irregularities between online and offline store experiences in cosmetics
45% of beauty product buyers make impulse purchases based on engaging in-store customer service
68% of cosmetic brands see improved sales after implementing augmented reality features
53% of shoppers abandon their cart due to poor customer experience
69% of consumers say excellent customer service enhances their perception of a cosmetic brand
74% of brands measure customer experience success through Net Promoter Score (NPS)
85% of cosmetic companies have increased their digital marketing budget due to customer experience improvements
81% of shoppers say their satisfaction with a cosmetic brand is linked to responsive customer service
55% of customers have abandoned a purchase due to a confusing checkout process
73% of cosmetic brands report improved customer engagement after deploying chatbots
50% of customers will switch brands after one poor customer service experience
79% of consumers consider the availability of live chat support as crucial during online shopping
53% of consumers are more likely to purchase from brands that offer easy returns
64% of beauty shoppers say they would stay loyal to a brand that offers excellent customer service
69% of brands plan to increase investment in digital customer experience tools in the next year
54% of consumers claim their loyalty is driven by brands offering a seamless digital experience
85% of cosmetic brands measure customer satisfaction using surveys and feedback forms
90% of consumers say that fast response times improve their customer experience
67% of beauty brands report increased customer lifetime value after investing in CX initiatives
79% of consumers would recommend brands that provide consistent and personalized experiences
92% of shoppers are more likely to purchase from brands with excellent online customer support

Customer Experience and Service Quality Interpretation

In an industry where beauty is only skin-deep, 86% of consumers are willing to pay a premium for exceptional customer experience—proving that in cosmetics, looking good starts with feeling truly valued.

Digital Engagement and Social Media

70% of shoppers consult online reviews before purchasing beauty products
48% of UK consumers check social media before buying cosmetics
42% of consumers are more likely to purchase a beauty product after engaging with a brand’s influencer campaign
65% of consumers prefer to see user-generated content when researching beauty products
87% of beauty consumers use social media for product advice and reviews
77% of brands see increased online engagement after implementing customer review sections
59% of consumers prefer brands that utilize augmented reality for product demonstrations
65% of shoppers are influenced by influencer reviews when selecting cosmetic products

Digital Engagement and Social Media Interpretation

In an era where 87% of beauty enthusiasts turn to social media for advice, and nearly two-thirds are swayed by influencer reviews and augmented reality experiences, the cosmetics industry's success increasingly hinges on authentic digital engagement that transforms virtual opinions into tangible sales.

Personalization and Customization

65% of cosmetic brands report increased customer retention through personalized experiences
80% of consumers are willing to share personal data if it improves their shopping experience
77% of consumers prefer brands that provide personalized recommendations
58% of beauty consumers find personalized emails more engaging
45% of consumers say their expectations for personalized experiences are increasing
54% of beauty shoppers say personalized packaging enhances their unboxing experience
80% of consumers believe that personalized beauty product recommendations improve their overall experience
74% of customers want personalized shopping experiences

Personalization and Customization Interpretation

Amidst rising consumer demand for personalized experiences—ranging from tailored recommendations to custom packaging—cosmetic brands that embrace individualization not only boost retention but also turn unique preferences into a compelling beauty revolution.