GITNUXREPORT 2025

Customer Experience In The Garment Industry Statistics

Personalized, seamless customer experiences boost loyalty and higher sales.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

73% of consumers point to customer experience as an important factor in their purchasing decisions

Statistic 2

54% of customers have higher expectations for customer service in the garment industry post-pandemic

Statistic 3

81% of shoppers want brands to offer personalized shopping experiences

Statistic 4

55% of customers are willing to pay more for a better shopping experience in apparel stores

Statistic 5

70% of apparel shoppers abandon their shopping cart due to poor website experience

Statistic 6

78% of consumers prefer to shop with brands that personalize their experience

Statistic 7

56% of customers want faster responses from customer service in apparel retail

Statistic 8

45% of fashion consumers say that the availability of product information influences their purchase decision

Statistic 9

67% of apparel brands plan to increase investment in customer experience technology over the next year

Statistic 10

44% of consumers say that an easy checkout process is critical to their shopping experience

Statistic 11

47% of apparel brands see customer experience as their primary competitive differentiator

Statistic 12

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

Statistic 13

48% of customers shop more frequently with brands that provide a personalized experience

Statistic 14

71% of apparel shoppers say that faster response times improve their overall shopping experience

Statistic 15

63% of buyers say that the possibility to track their order enhances customer satisfaction

Statistic 16

83% of customers expect brands to offer quick and easy returns

Statistic 17

58% of consumers prefer an in-store experience that is personalized and immersive

Statistic 18

43% of shoppers abandon a purchase if the website lacks adequate product imagery

Statistic 19

66% of apparel buyers value in-store experiences as part of their overall customer journey

Statistic 20

80% of shoppers make purchase decisions based on their online experiences, emphasizing digital customer experience importance

Statistic 21

57% of apparel companies believe that customer experience management is critical to their growth strategy

Statistic 22

51% of consumers prefer brands that offer face-to-face customer service along with digital options

Statistic 23

79% of shoppers say that a personalized shopping experience increases their likelihood to purchase

Statistic 24

38% of consumers say that the lack of live chat support negatively impacts their shopping experience

Statistic 25

64% of consumers report that easy-to-navigate websites improve their overall shopping experience

Statistic 26

75% of buyers say that consistent branding across channels enhances their customer experience

Statistic 27

70% of retail brands invest in augmented reality (AR) to improve customer experience in garment shopping

Statistic 28

87% of consumers say that clear and detailed product descriptions influence their purchasing decisions

Statistic 29

58% of shoppers look for brands that provide comprehensive product information online, including sizing guides and fabric details

Statistic 30

72% of apparel buyers say they would shop more frequently if their customer experience expectations are met consistently

Statistic 31

54% of shoppers abandon their online shopping carts due to hidden costs or uncertainties in the checkout process

Statistic 32

69% of shoppers feel more confident in their apparel purchases when they can physically try on clothing in-store, influencing their overall experience

Statistic 33

50% of consumers report that easy access to product reviews impacts their decision to purchase clothing online

Statistic 34

62% of apparel customers expect brands to provide fast and reliable delivery options, impacting customer satisfaction

Statistic 35

44% of consumers say that engaging, multimedia content enhances their online shopping experience significantly

Statistic 36

55% of apparel shoppers prefer shopping in stores that provide interactive and engaging experiences

Statistic 37

76% of consumers consider ease of return/exchange policies critical to their overall customer experience

Statistic 38

74% of customers say they are more likely to purchase from brands with proactive customer service, in garment retail

Statistic 39

63% of consumers want brands to provide real-time assistance during online shopping, such as live chat or virtual assistants

Statistic 40

79% of apparel consumers would return more often if they experienced consistently positive customer service

Statistic 41

65% of consumers say a positive customer experience influences their brand loyalty in fashion retail

Statistic 42

82% of consumers say they’ve stopped doing business with a brand after a poor customer experience

Statistic 43

74% of customers have been influenced by reviews and ratings when purchasing clothing items

Statistic 44

59% of apparel consumers prefer to shop from brands with strong social responsibility efforts, indicating that brand values are part of customer experience

Statistic 45

77% of consumers say they are more loyal to brands with responsive customer service

Statistic 46

69% of consumers say that brands failing to respond to inquiries damage their trust and loyalty

Statistic 47

54% of apparel consumers cite social proof, such as reviews and testimonials, as crucial for their purchase decision

Statistic 48

43% of customers say quick resolution of complaints positively influences their brand perception

Statistic 49

66% of apparel customers prefer brands that offer sustainable and eco-friendly products, impacting their shopping experience

Statistic 50

47% of consumers prefer brands that integrate their loyalty programs across multiple channels

Statistic 51

76% of apparel consumers say that their brand loyalty depends on how well a brand listens and responds to customer feedback

Statistic 52

80% of shops that implement customer experience initiatives see a measurable improvement in customer loyalty

Statistic 53

52% of shoppers follow brands on social media to enhance their shopping experience

Statistic 54

63% of apparel consumers find styling inspiration from brands’ social media platforms, influencing their overall customer experience

Statistic 55

42% of apparel buyers rely heavily on visual content such as videos and images to make purchasing decisions

Statistic 56

60% of apparel consumers use mobile devices to browse for clothing, highlighting the importance of mobile-friendly customer experience

Statistic 57

69% of customers expect brands to offer seamless omnichannel experiences

Statistic 58

55% of apparel consumers are more likely to buy from brands that offer consistent experiences across channels

Statistic 59

65% of customers prefer brands that provide easy access to customer support via multiple channels

Statistic 60

83% of customers expect a seamless transition between online and offline shopping experiences

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Sources

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Key Highlights

73% of consumers point to customer experience as an important factor in their purchasing decisions
54% of customers have higher expectations for customer service in the garment industry post-pandemic
81% of shoppers want brands to offer personalized shopping experiences
65% of consumers say a positive customer experience influences their brand loyalty in fashion retail
55% of customers are willing to pay more for a better shopping experience in apparel stores
70% of apparel shoppers abandon their shopping cart due to poor website experience
78% of consumers prefer to shop with brands that personalize their experience
60% of apparel consumers use mobile devices to browse for clothing, highlighting the importance of mobile-friendly customer experience
56% of customers want faster responses from customer service in apparel retail
82% of consumers say they’ve stopped doing business with a brand after a poor customer experience
45% of fashion consumers say that the availability of product information influences their purchase decision
67% of apparel brands plan to increase investment in customer experience technology over the next year
44% of consumers say that an easy checkout process is critical to their shopping experience

Did you know that a staggering 73% of consumers consider customer experience a crucial factor in their fashion purchasing decisions, making it the ultimate game-changer in the garment industry today?

Customer Experience and Personalization

73% of consumers point to customer experience as an important factor in their purchasing decisions
54% of customers have higher expectations for customer service in the garment industry post-pandemic
81% of shoppers want brands to offer personalized shopping experiences
55% of customers are willing to pay more for a better shopping experience in apparel stores
70% of apparel shoppers abandon their shopping cart due to poor website experience
78% of consumers prefer to shop with brands that personalize their experience
56% of customers want faster responses from customer service in apparel retail
45% of fashion consumers say that the availability of product information influences their purchase decision
67% of apparel brands plan to increase investment in customer experience technology over the next year
44% of consumers say that an easy checkout process is critical to their shopping experience
47% of apparel brands see customer experience as their primary competitive differentiator
86% of consumers are willing to pay more for a better customer experience in clothing stores
48% of customers shop more frequently with brands that provide a personalized experience
71% of apparel shoppers say that faster response times improve their overall shopping experience
63% of buyers say that the possibility to track their order enhances customer satisfaction
83% of customers expect brands to offer quick and easy returns
58% of consumers prefer an in-store experience that is personalized and immersive
43% of shoppers abandon a purchase if the website lacks adequate product imagery
66% of apparel buyers value in-store experiences as part of their overall customer journey
80% of shoppers make purchase decisions based on their online experiences, emphasizing digital customer experience importance
57% of apparel companies believe that customer experience management is critical to their growth strategy
51% of consumers prefer brands that offer face-to-face customer service along with digital options
79% of shoppers say that a personalized shopping experience increases their likelihood to purchase
38% of consumers say that the lack of live chat support negatively impacts their shopping experience
64% of consumers report that easy-to-navigate websites improve their overall shopping experience
75% of buyers say that consistent branding across channels enhances their customer experience
70% of retail brands invest in augmented reality (AR) to improve customer experience in garment shopping
87% of consumers say that clear and detailed product descriptions influence their purchasing decisions
58% of shoppers look for brands that provide comprehensive product information online, including sizing guides and fabric details
72% of apparel buyers say they would shop more frequently if their customer experience expectations are met consistently
54% of shoppers abandon their online shopping carts due to hidden costs or uncertainties in the checkout process
69% of shoppers feel more confident in their apparel purchases when they can physically try on clothing in-store, influencing their overall experience
50% of consumers report that easy access to product reviews impacts their decision to purchase clothing online
62% of apparel customers expect brands to provide fast and reliable delivery options, impacting customer satisfaction
44% of consumers say that engaging, multimedia content enhances their online shopping experience significantly
55% of apparel shoppers prefer shopping in stores that provide interactive and engaging experiences
76% of consumers consider ease of return/exchange policies critical to their overall customer experience
74% of customers say they are more likely to purchase from brands with proactive customer service, in garment retail
63% of consumers want brands to provide real-time assistance during online shopping, such as live chat or virtual assistants
79% of apparel consumers would return more often if they experienced consistently positive customer service

Customer Experience and Personalization Interpretation

With 86% of consumers willing to pay more for a better customer experience and over 70% abandoning carts due to website frustrations, it's clear that in the garment industry, a seamless, personalized, and digitally empowered experience isn't just a bonus—it's the new runway for success.

Customer Loyalty and Trust

65% of consumers say a positive customer experience influences their brand loyalty in fashion retail
82% of consumers say they’ve stopped doing business with a brand after a poor customer experience
74% of customers have been influenced by reviews and ratings when purchasing clothing items
59% of apparel consumers prefer to shop from brands with strong social responsibility efforts, indicating that brand values are part of customer experience
77% of consumers say they are more loyal to brands with responsive customer service
69% of consumers say that brands failing to respond to inquiries damage their trust and loyalty
54% of apparel consumers cite social proof, such as reviews and testimonials, as crucial for their purchase decision
43% of customers say quick resolution of complaints positively influences their brand perception
66% of apparel customers prefer brands that offer sustainable and eco-friendly products, impacting their shopping experience
47% of consumers prefer brands that integrate their loyalty programs across multiple channels
76% of apparel consumers say that their brand loyalty depends on how well a brand listens and responds to customer feedback
80% of shops that implement customer experience initiatives see a measurable improvement in customer loyalty

Customer Loyalty and Trust Interpretation

In the fashion retail industry, cultivating loyal customers demands more than trendy designs; it requires listening—because with 80% of shops boosting loyalty through experience initiatives, the real couture is customer-centricity woven into every thread of service, social responsibility, and responsiveness.

Digital Engagement and Social Media

52% of shoppers follow brands on social media to enhance their shopping experience
63% of apparel consumers find styling inspiration from brands’ social media platforms, influencing their overall customer experience
42% of apparel buyers rely heavily on visual content such as videos and images to make purchasing decisions

Digital Engagement and Social Media Interpretation

These statistics reveal that in the garment industry, social media isn't just a marketing tool—it's the runway where consumers style, decide, and shop, making digital presence as crucial as the product itself.

Omnichannel and Shopping Preferences

60% of apparel consumers use mobile devices to browse for clothing, highlighting the importance of mobile-friendly customer experience
69% of customers expect brands to offer seamless omnichannel experiences
55% of apparel consumers are more likely to buy from brands that offer consistent experiences across channels
65% of customers prefer brands that provide easy access to customer support via multiple channels
83% of customers expect a seamless transition between online and offline shopping experiences

Omnichannel and Shopping Preferences Interpretation

In an era where 83% of apparel shoppers expect seamless online and offline interactions, brands ignoring the mobile and omnichannel experience risk stitching up their reputation faster than a loose thread.