GITNUXREPORT 2025

Customer Experience In The Cosmetics Industry Statistics

Consumers prioritize personalized, ethical, and innovative experiences in cosmetics.

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 purchase cosmetics online after engaging with virtual try-ons

Statistic 2

62% of consumers are influenced by social media reviews when buying beauty products

Statistic 3

66% of consumers research products online before purchasing cosmetics in-store

Statistic 4

80% of consumers said their last cosmetic purchase was influenced by online reviews

Statistic 5

70% of cosmetic buyers are influenced by influencer marketing

Statistic 6

68% of beauty consumers use mobile devices to explore new products

Statistic 7

65% of consumers report that a seamless shopping experience increases their likelihood of repeat purchases

Statistic 8

59% of consumers have abandoned a shopping cart in cosmetics due to high shipping costs

Statistic 9

58% of consumers research brand values before making a purchase in cosmetics

Statistic 10

54% of shoppers engage more with brands offering comprehensive product tutorials and guides

Statistic 11

67% of consumers say they are influenced by online beauty communities when choosing cosmetics

Statistic 12

46% of customers seek brands with inclusive marketing and product lines

Statistic 13

74% of beauty consumers use social media platforms to discover new brands and products

Statistic 14

58% of cosmetic shoppers are more likely to buy if the brand actively supports social causes

Statistic 15

52% of consumers prefer brands that include diverse models and representation in marketing

Statistic 16

64% of customers report that a seamless mobile experience increases likelihood of purchase

Statistic 17

76% of consumers look for products with clear expiration dates and safety information

Statistic 18

53% of consumers are influenced by brands’ social media activism on issues related to beauty

Statistic 19

60% of customers prefer brands that offer flexible payment options

Statistic 20

44% of consumers have reduced their shopping frequency due to negative experiences in the beaut industry

Statistic 21

70% of consumers say they trust a brand more after positive customer service experiences

Statistic 22

65% of customers say that their experience with a brand influences their loyalty in the cosmetics sector

Statistic 23

78% of cosmetic consumers value transparent ingredient information

Statistic 24

55% of cosmetic brands reported an increase in customer retention after implementing loyalty programs

Statistic 25

48% of cosmetic shoppers want brands to provide tutorials and educational content

Statistic 26

72% of consumers expect brands to respond within 24 hours on social media

Statistic 27

68% of customers have abandoned a purchase due to poor customer service in cosmetics

Statistic 28

64% of consumers trust recommendations from other customers over advertisements

Statistic 29

45% of customers are likely to switch brands after a bad experience

Statistic 30

82% of customers say they are more loyal to brands that engage them through social media

Statistic 31

63% of cosmetic customers appreciate brands that share behind-the-scenes content

Statistic 32

72% of consumers prefer brands that are transparent about their ingredients and sourcing

Statistic 33

48% of consumers are more likely to buy a cosmetic product if it is endorsed by a trusted influencer

Statistic 34

69% of beauty consumers are more likely to remain loyal if brands provide excellent after-sales support

Statistic 35

77% of consumers say that personalized packaging increases their brand loyalty

Statistic 36

48% of customers prefer brands that proactively address customer complaints online

Statistic 37

59% of consumers are more likely to purchase from brands that engage actively on social media

Statistic 38

72% of consumers say that personalized loyalty programs increase their brand loyalty in cosmetics

Statistic 39

69% of consumers have unsettled issues with customer service that impact their brand perception in the beauty industry

Statistic 40

81% of consumers are more inclined to buy from brands that offer virtual consultations

Statistic 41

85% of consumers are likely to recommend brands that they have had positive customer service experiences with

Statistic 42

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

Statistic 43

55% of cosmetic consumers consider personalized experiences as a key factor in brand selection

Statistic 44

79% of consumers say that brands should use AI to enhance customer experiences in cosmetics

Statistic 45

45% of customers are more likely to purchase from a cosmetic brand that offers augmented reality experiences

Statistic 46

84% of consumers find personalized emails influential in cosmetic purchases

Statistic 47

55% of cosmetic brands aim to enhance customer experience through omni-channel strategies

Statistic 48

55% of consumers find virtual consultations as a valuable part of their customer experience

Statistic 49

56% of consumers say personalized product recommendations impact their purchase decision

Statistic 50

86% of consumers are more likely to purchase from brands that personalize their marketing messages

Statistic 51

73% of consumers are more likely to buy from brands with a sustainable focus

Statistic 52

50% of millennials in the cosmetics industry prefer brands with eco-friendly packaging

Statistic 53

61% of consumers prefer brands that offer cruelty-free products

Statistic 54

42% of consumers want brands to offer more sustainable and eco-friendly products

Statistic 55

75% of cosmetic shoppers look for brands that offer cruelty-free certifications

Statistic 56

85% of consumers trust beauty brands that actively communicate their social responsibility efforts

Statistic 57

73% of cosmetic consumers value brands that support social causes

Statistic 58

54% of customers prefer to buy from brands that offer refillable or sustainable packaging options

Statistic 59

78% of consumers wish to see more cruelty-free and vegan products in cosmetics

Statistic 60

65% of millennials in the cosmetics industry prioritize brands that demonstrate environmental responsibility

Statistic 61

71% of beauty consumers are influenced by brand reputation and ethics

Statistic 62

61% of shoppers look for cruelty-free certifications as a sign of authenticity

Statistic 63

63% of consumers want more transparency about product sourcing and manufacturing practices

Statistic 64

67% of beauty consumers value brands that incorporate sustainable ingredients

Statistic 65

72% of consumers want brands to create more eco-conscious packaging solutions

Statistic 66

55% of cosmetic shoppers seek brands with transparent cruelty-free testing policies

Statistic 67

50% of brands in cosmetics invest in AI chatbots to improve customer service

Statistic 68

83% of consumers believe that brands should offer more digital and virtual try-on options

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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 cosmetics industry
70% of consumers say they trust a brand more after positive customer service experiences
65% of customers say that their experience with a brand influences their loyalty in the cosmetics sector
55% of cosmetic consumers consider personalized experiences as a key factor in brand selection
79% of consumers say that brands should use AI to enhance customer experiences in cosmetics
60% of consumers purchase cosmetics online after engaging with virtual try-ons
45% of customers are more likely to purchase from a cosmetic brand that offers augmented reality experiences
78% of cosmetic consumers value transparent ingredient information
62% of consumers are influenced by social media reviews when buying beauty products
55% of cosmetic brands reported an increase in customer retention after implementing loyalty programs
48% of cosmetic shoppers want brands to provide tutorials and educational content
84% of consumers find personalized emails influential in cosmetic purchases
72% of consumers expect brands to respond within 24 hours on social media

In a fiercely competitive cosmetics industry, where 86% of consumers are willing to pay more for exceptional customer experience, brands that harness personalized services, advanced AI, and authentic transparency are not just enhancing loyalty—they’re redefining beauty standards.

Consumer Behavior and Shopping Habits

60% of consumers purchase cosmetics online after engaging with virtual try-ons
62% of consumers are influenced by social media reviews when buying beauty products
66% of consumers research products online before purchasing cosmetics in-store
80% of consumers said their last cosmetic purchase was influenced by online reviews
70% of cosmetic buyers are influenced by influencer marketing
68% of beauty consumers use mobile devices to explore new products
65% of consumers report that a seamless shopping experience increases their likelihood of repeat purchases
59% of consumers have abandoned a shopping cart in cosmetics due to high shipping costs
58% of consumers research brand values before making a purchase in cosmetics
54% of shoppers engage more with brands offering comprehensive product tutorials and guides
67% of consumers say they are influenced by online beauty communities when choosing cosmetics
46% of customers seek brands with inclusive marketing and product lines
74% of beauty consumers use social media platforms to discover new brands and products
58% of cosmetic shoppers are more likely to buy if the brand actively supports social causes
52% of consumers prefer brands that include diverse models and representation in marketing
64% of customers report that a seamless mobile experience increases likelihood of purchase
76% of consumers look for products with clear expiration dates and safety information
53% of consumers are influenced by brands’ social media activism on issues related to beauty
60% of customers prefer brands that offer flexible payment options
44% of consumers have reduced their shopping frequency due to negative experiences in the beaut industry

Consumer Behavior and Shopping Habits Interpretation

In an era where digital influence, inclusivity, and seamless experiences drive beauty purchases, cosmetics brands must navigate a complex landscape of social media reviews, virtual try-ons, and value-driven consumer preferences—because in today’s beauty market, your next sale depends as much on online impressions as your lipstick shade.

Consumer Trust and Brand Loyalty

70% of consumers say they trust a brand more after positive customer service experiences
65% of customers say that their experience with a brand influences their loyalty in the cosmetics sector
78% of cosmetic consumers value transparent ingredient information
55% of cosmetic brands reported an increase in customer retention after implementing loyalty programs
48% of cosmetic shoppers want brands to provide tutorials and educational content
72% of consumers expect brands to respond within 24 hours on social media
68% of customers have abandoned a purchase due to poor customer service in cosmetics
64% of consumers trust recommendations from other customers over advertisements
45% of customers are likely to switch brands after a bad experience
82% of customers say they are more loyal to brands that engage them through social media
63% of cosmetic customers appreciate brands that share behind-the-scenes content
72% of consumers prefer brands that are transparent about their ingredients and sourcing
48% of consumers are more likely to buy a cosmetic product if it is endorsed by a trusted influencer
69% of beauty consumers are more likely to remain loyal if brands provide excellent after-sales support
77% of consumers say that personalized packaging increases their brand loyalty
48% of customers prefer brands that proactively address customer complaints online
59% of consumers are more likely to purchase from brands that engage actively on social media
72% of consumers say that personalized loyalty programs increase their brand loyalty in cosmetics
69% of consumers have unsettled issues with customer service that impact their brand perception in the beauty industry
81% of consumers are more inclined to buy from brands that offer virtual consultations
85% of consumers are likely to recommend brands that they have had positive customer service experiences with

Consumer Trust and Brand Loyalty Interpretation

In the high-stakes world of cosmetics, where 70% of consumers trust brands more after positive service, transparency and tailored engagement—not just pretty packaging—are the true beauty secrets for building unwavering loyalty.

Personalization and Customer Experience

86% of consumers are willing to pay more for a better customer experience in the cosmetics industry
55% of cosmetic consumers consider personalized experiences as a key factor in brand selection
79% of consumers say that brands should use AI to enhance customer experiences in cosmetics
45% of customers are more likely to purchase from a cosmetic brand that offers augmented reality experiences
84% of consumers find personalized emails influential in cosmetic purchases
55% of cosmetic brands aim to enhance customer experience through omni-channel strategies
55% of consumers find virtual consultations as a valuable part of their customer experience
56% of consumers say personalized product recommendations impact their purchase decision
86% of consumers are more likely to purchase from brands that personalize their marketing messages

Personalization and Customer Experience Interpretation

In an industry where nearly nine out of ten consumers value personalized, tech-driven experiences—from AI-enhanced interactions to augmented reality trials—cosmetic brands ignoring tailored, omnichannel engagement risk fading into the background of beauty innovation.

Sustainability and Ethical Practices

73% of consumers are more likely to buy from brands with a sustainable focus
50% of millennials in the cosmetics industry prefer brands with eco-friendly packaging
61% of consumers prefer brands that offer cruelty-free products
42% of consumers want brands to offer more sustainable and eco-friendly products
75% of cosmetic shoppers look for brands that offer cruelty-free certifications
85% of consumers trust beauty brands that actively communicate their social responsibility efforts
73% of cosmetic consumers value brands that support social causes
54% of customers prefer to buy from brands that offer refillable or sustainable packaging options
78% of consumers wish to see more cruelty-free and vegan products in cosmetics
65% of millennials in the cosmetics industry prioritize brands that demonstrate environmental responsibility
71% of beauty consumers are influenced by brand reputation and ethics
61% of shoppers look for cruelty-free certifications as a sign of authenticity
63% of consumers want more transparency about product sourcing and manufacturing practices
67% of beauty consumers value brands that incorporate sustainable ingredients
72% of consumers want brands to create more eco-conscious packaging solutions
55% of cosmetic shoppers seek brands with transparent cruelty-free testing policies

Sustainability and Ethical Practices Interpretation

In an era where 73% of consumers prioritize sustainability and nearly as many seek cruelty-free and eco-conscious options, the cosmetics industry must blend beauty with responsibility or risk being left behind in the mirror of consumer consciousness.

Technological Adoption and Innovation

50% of brands in cosmetics invest in AI chatbots to improve customer service
83% of consumers believe that brands should offer more digital and virtual try-on options

Technological Adoption and Innovation Interpretation

With half of cosmetics brands deploying AI chatbots and a vast majority of consumers craving more digital try-ons, the beauty industry is clearly mascara-ing its chances to blend high tech with high touch, ensuring that beauty is just a click away.