GITNUXREPORT 2025

Customer Experience In The Fashion Industry Statistics

Customer experience drives loyalty, personalization, and willingness to pay more.

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

80% of shoppers consider the experience provided by a company to be as important as its products

Statistic 2

73% of consumers say a good experience is key in influencing their brand loyalty

Statistic 3

54% of customers have higher expectations for customer service in the fashion industry compared to other sectors

Statistic 4

67% of shoppers have stopped buying from a brand after a negative customer service experience

Statistic 5

69% of consumers are willing to pay more for a great customer experience in retail

Statistic 6

86% of buyers are willing to pay more for better customer experience

Statistic 7

49% of consumers have switched brands due to poor customer service

Statistic 8

76% of shoppers say that a seamless omnichannel experience influences their loyalty to a fashion brand

Statistic 9

60% of fashion customers have abandoned a shopping cart due to frustration with the checkout process

Statistic 10

58% of consumers expect consistent experiences across all channels

Statistic 11

50% of customers say they are more likely to purchase from a brand that offers easy returns

Statistic 12

72% of customers share positive experiences with six or more people

Statistic 13

57% of shoppers avoid brands with poor reviews, including customer service issues

Statistic 14

74% of consumers feel frustrated when websites are difficult to navigate

Statistic 15

85% of customers are willing to pay more for a better customer experience

Statistic 16

65% of consumers say their service expectations have increased over the last year

Statistic 17

70% of customers are more likely to recommend brands that provide excellent customer service

Statistic 18

46% of consumers say they have stopped engaging with brands because of poor social media interactions

Statistic 19

82% of shoppers look for reviews before making a purchase

Statistic 20

48% of consumers will shop somewhere else if the checkout process is complicated

Statistic 21

66% of consumers consider fast response times as a vital part of their service expectations

Statistic 22

59% of shoppers expect brands to offer consistent messaging across all platforms

Statistic 23

74% of consumers say that brands should invest in improving customer experience regularly

Statistic 24

58% of customers are more likely to purchase from brands that proactively address complaints

Statistic 25

63% of consumers say they would recommend brands with excellent customer service

Statistic 26

70% of fashion shoppers value experiences over products

Statistic 27

65% of consumers prefer brands that offer seamless online and offline experiences

Statistic 28

48% of customers would abandon a brand after just one bad customer service experience

Statistic 29

61% of shoppers are more likely to purchase from brands that acknowledge their feedback

Statistic 30

50% of shoppers say they want easier returns and refund processes

Statistic 31

82% of consumers agree that a positive customer service experience influences their loyalty

Statistic 32

58% of customers prefer brands that allow them to track orders easily

Statistic 33

57% of consumers believe that good customer experience is crucial for brand loyalty

Statistic 34

63% of consumers wish for smoother checkout processes online

Statistic 35

77% of shoppers are more likely to recommend brands with excellent customer experiences

Statistic 36

58% of shoppers believe that the speed of service is critical to their satisfaction

Statistic 37

51% of customers are unlikely to buy again after a poor experience

Statistic 38

43% of consumers would switch brands after just a single negative experience

Statistic 39

55% of consumers say that personalization influences their loyalty more than discounts

Statistic 40

64% of consumers are likely to buy again if their initial experience was positive

Statistic 41

55% of consumers feel that loyalty is driven more by customer experience than by discounts or rewards

Statistic 42

45% of customers expect responses from brands within 5 minutes on social media

Statistic 43

77% of consumers expect brands to provide support via social media

Statistic 44

65% of retail customers want faster responses to their inquiries

Statistic 45

44% of consumers express frustration with long wait times during customer service interactions

Statistic 46

66% of fashion consumers expect brands to respond quickly on social media

Statistic 47

59% of consumers are more loyal to brands that provide proactive customer support

Statistic 48

49% of consumers say that easier access to support increases their brand loyalty

Statistic 49

68% of consumers indicate that quality of after-sales support impacts their trust in a brand

Statistic 50

52% of fashion consumers prefer to shop online rather than in physical stores

Statistic 51

63% of consumers prefer shopping with brands that offer personalized experiences

Statistic 52

59% of consumers say that personalized experiences influence their shopping decisions

Statistic 53

68% of customers expect brands to understand their individual preferences

Statistic 54

71% of consumers would be willing to share data to receive more personalized experiences

Statistic 55

78% of consumers want brands to personalize their shopping experiences

Statistic 56

52% of shoppers want more personalized communication from brands

Statistic 57

74% of customers want brands to anticipate their needs rather than react to issues

Slide 1 of 57

Sources

Our Reports have been cited by:

Trust Badges - Publications that have cited our reports

Key Highlights

80% of shoppers consider the experience provided by a company to be as important as its products
73% of consumers say a good experience is key in influencing their brand loyalty
63% of consumers prefer shopping with brands that offer personalized experiences
54% of customers have higher expectations for customer service in the fashion industry compared to other sectors
67% of shoppers have stopped buying from a brand after a negative customer service experience
69% of consumers are willing to pay more for a great customer experience in retail
86% of buyers are willing to pay more for better customer experience
49% of consumers have switched brands due to poor customer service
45% of customers expect responses from brands within 5 minutes on social media
59% of consumers say that personalized experiences influence their shopping decisions
76% of shoppers say that a seamless omnichannel experience influences their loyalty to a fashion brand
60% of fashion customers have abandoned a shopping cart due to frustration with the checkout process
58% of consumers expect consistent experiences across all channels

In an industry where 80% of shoppers say the experience rivals the product itself, mastering customer experience is no longer optional but essential for fashion brands seeking loyalty, higher profits, and a competitive edge.

Customer Experience and Satisfaction

80% of shoppers consider the experience provided by a company to be as important as its products
73% of consumers say a good experience is key in influencing their brand loyalty
54% of customers have higher expectations for customer service in the fashion industry compared to other sectors
67% of shoppers have stopped buying from a brand after a negative customer service experience
69% of consumers are willing to pay more for a great customer experience in retail
86% of buyers are willing to pay more for better customer experience
49% of consumers have switched brands due to poor customer service
76% of shoppers say that a seamless omnichannel experience influences their loyalty to a fashion brand
60% of fashion customers have abandoned a shopping cart due to frustration with the checkout process
58% of consumers expect consistent experiences across all channels
50% of customers say they are more likely to purchase from a brand that offers easy returns
72% of customers share positive experiences with six or more people
57% of shoppers avoid brands with poor reviews, including customer service issues
74% of consumers feel frustrated when websites are difficult to navigate
85% of customers are willing to pay more for a better customer experience
65% of consumers say their service expectations have increased over the last year
70% of customers are more likely to recommend brands that provide excellent customer service
46% of consumers say they have stopped engaging with brands because of poor social media interactions
82% of shoppers look for reviews before making a purchase
48% of consumers will shop somewhere else if the checkout process is complicated
66% of consumers consider fast response times as a vital part of their service expectations
59% of shoppers expect brands to offer consistent messaging across all platforms
74% of consumers say that brands should invest in improving customer experience regularly
58% of customers are more likely to purchase from brands that proactively address complaints
63% of consumers say they would recommend brands with excellent customer service
70% of fashion shoppers value experiences over products
65% of consumers prefer brands that offer seamless online and offline experiences
48% of customers would abandon a brand after just one bad customer service experience
61% of shoppers are more likely to purchase from brands that acknowledge their feedback
50% of shoppers say they want easier returns and refund processes
82% of consumers agree that a positive customer service experience influences their loyalty
58% of customers prefer brands that allow them to track orders easily
57% of consumers believe that good customer experience is crucial for brand loyalty
63% of consumers wish for smoother checkout processes online
77% of shoppers are more likely to recommend brands with excellent customer experiences
58% of shoppers believe that the speed of service is critical to their satisfaction

Customer Experience and Satisfaction Interpretation

In the fashion industry, where 80% of shoppers equate experience with product quality, a seamless, responsive, and omnichannel customer journey isn't just a bonus—it's the new runway everyone must walk to stay stylishly ahead in loyalty and profits.

Customer Loyalty and Retention

51% of customers are unlikely to buy again after a poor experience
43% of consumers would switch brands after just a single negative experience
55% of consumers say that personalization influences their loyalty more than discounts
64% of consumers are likely to buy again if their initial experience was positive
55% of consumers feel that loyalty is driven more by customer experience than by discounts or rewards

Customer Loyalty and Retention Interpretation

These statistics underscore that in the fashion industry, a single bad experience nearly seals the deal for customer loss, while personalized service and positive initial encounters are the runway to brand loyalty— proving that in fashion, as in life, first impressions and genuine connections are everything.

Customer Support and Service

45% of customers expect responses from brands within 5 minutes on social media
77% of consumers expect brands to provide support via social media
65% of retail customers want faster responses to their inquiries
44% of consumers express frustration with long wait times during customer service interactions
66% of fashion consumers expect brands to respond quickly on social media
59% of consumers are more loyal to brands that provide proactive customer support
49% of consumers say that easier access to support increases their brand loyalty
68% of consumers indicate that quality of after-sales support impacts their trust in a brand

Customer Support and Service Interpretation

In an era where nearly two-thirds of fashion consumers demand lightning-fast social media responses and over half prioritize proactive support, brands must recognize that in today's digital runway, exceptional after-sales service isn't just a bonus—it's the new must-have accessory for customer loyalty and trust.

Online and In-Store Shopping Preferences

52% of fashion consumers prefer to shop online rather than in physical stores

Online and In-Store Shopping Preferences Interpretation

With over half of fashion consumers favoring online shopping, the industry must stitch together seamless digital experiences to keep pace in this rapidly shifting retail runway.

Personalization and Customization

63% of consumers prefer shopping with brands that offer personalized experiences
59% of consumers say that personalized experiences influence their shopping decisions
68% of customers expect brands to understand their individual preferences
71% of consumers would be willing to share data to receive more personalized experiences
78% of consumers want brands to personalize their shopping experiences
52% of shoppers want more personalized communication from brands
74% of customers want brands to anticipate their needs rather than react to issues

Personalization and Customization Interpretation

In an industry where fashion is often about self-expression, these statistics reveal that consumers now expect brands to not only know their individual styles but to anticipate and personalize their shopping journey—proving that in the wardrobe of customer experience, personalization is now the most fashionable fit.