GITNUXREPORT 2025

Customer Experience In The Textile Industry Statistics

Excellent customer experience boosts loyalty, revenue, personalization, and positive brand perception.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

58% of consumers will switch brands if they don’t receive personalized experiences

Statistic 2

78% of consumers say that their experience with a company influences their purchase decisions

Statistic 3

52% of customers say they have made an additional purchase after a positive customer experience

Statistic 4

84% of companies that work to improve customer experience report an increase in revenue

Statistic 5

73% of consumers say a friendly customer service representative can make them fall in love with a brand

Statistic 6

67% of consumers say that bad customer service discourages repeat business

Statistic 7

45% of consumers say they are likely to share a bad customer experience with others

Statistic 8

49% of customers have left a brand due to poor customer service

Statistic 9

63% of consumers expect companies to offer consistent service across all channels

Statistic 10

80% of consumers say they are more likely to purchase from a brand that offers personalized experiences

Statistic 11

76% of customers consider friendly customer service as the most important factor in their brand loyalty

Statistic 12

68% of shoppers are more likely to make a purchase when brands offer personalized experiences

Statistic 13

89% of consumers say they stop doing business with a company after a bad customer experience

Statistic 14

74% of consumers are likely to buy based on a positive experience rather than on advertising

Statistic 15

78% of consumers say that a company's customer service impacts their willingness to recommend the brand

Statistic 16

85% of customers say that a positive customer service experience influences their loyalty

Statistic 17

70% of customers expect companies to understand their needs and expectations

Statistic 18

65% of consumers believe that brands could do a better job at understanding their preferences

Statistic 19

Companies that excel at customer experience have 1.5 times more engaged employees

Statistic 20

65% of consumers find it important that companies actively seek customer feedback

Statistic 21

83% of consumers say that good customer service influences their loyalty

Statistic 22

77% of customers say they are more likely to recommend a brand after a positive customer service experience

Statistic 23

60% of customers expect seamless checkout experiences

Statistic 24

89% of consumers state that personalized service influences their purchasing decisions

Statistic 25

54% of consumers say that companies should use their data to personalize interactions

Statistic 26

80% of consumers believe that companies should proactively address issues before they escalate

Statistic 27

62% of consumers say that a quick resolution to a problem increases their loyalty

Statistic 28

88% of customers expect companies to know their purchase history and preferences

Statistic 29

67% of consumers say that transparency during the customer journey impacts their trust in a brand

Statistic 30

81% of shoppers say that customer service influences their loyalty

Statistic 31

72% of consumers say that fast service positively impacts their perception of a brand

Statistic 32

44% of consumers believe that the availability of support via multiple channels improves their loyalty

Statistic 33

55% of consumers say that their loyalty depends on quick and effective customer service

Statistic 34

60% of consumers have higher expectations for customer service than they had a year ago

Statistic 35

69% of customers say they have switched brands due to poor customer service

Statistic 36

50% of customers expect a response from customer service within 30 minutes

Statistic 37

29% of consumers switch brands because of lengthy wait times

Statistic 38

38% of consumers say a company's responsiveness influences their purchasing decision

Statistic 39

61% of customers expect companies to respond to inquiries within 1 hour

Statistic 40

40% of consumers say they prefer to communicate via chat, not phone or email, for customer service

Statistic 41

70% of consumers say they have had a positive experience with a brand after resolving an issue quickly

Statistic 42

35% of consumers prefer live chat over phone, email, or social media, for support

Statistic 43

52% of consumers have abandoned a purchase because of poor customer service

Statistic 44

48% of consumers prefer to interact with companies via messaging apps

Statistic 45

59% of consumers prefer to interact via social media for customer service

Statistic 46

76% of consumers expect companies to personalize their offers based on previous interactions

Statistic 47

91% of consumers use online reviews as an important part of their decision-making process

Statistic 48

88% of consumers trust online reviews as much as recommendations from friends or family

Statistic 49

74% of consumers are likely to share positive experiences on social media

Statistic 50

70% of consumers are willing to pay more for a great customer experience

Statistic 51

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

Statistic 52

93% of customers are likely to make repeat purchases with companies that offer excellent service

Statistic 53

91% of unhappy customers will not willingly do business with a company again

Statistic 54

55% of consumers say they are willing to pay more for a better customer experience

Statistic 55

69% of consumers say that easy returns positively impact their brand loyalty

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Key Highlights

78% of consumers say that their experience with a company influences their purchase decisions
70% of consumers are willing to pay more for a great customer experience
52% of customers say they have made an additional purchase after a positive customer experience
84% of companies that work to improve customer experience report an increase in revenue
73% of consumers say a friendly customer service representative can make them fall in love with a brand
60% of consumers have higher expectations for customer service than they had a year ago
86% of buyers are willing to pay more for a better customer experience
67% of consumers say that bad customer service discourages repeat business
45% of consumers say they are likely to share a bad customer experience with others
49% of customers have left a brand due to poor customer service
63% of consumers expect companies to offer consistent service across all channels
80% of consumers say they are more likely to purchase from a brand that offers personalized experiences
76% of customers consider friendly customer service as the most important factor in their brand loyalty

In an era where 78% of consumers say their experience drives their purchase decisions, the textile industry faces a pivotal challenge and opportunity to elevate customer experience and boost brand loyalty.

Brand Switching and Consumer Behavior

58% of consumers will switch brands if they don’t receive personalized experiences

Brand Switching and Consumer Behavior Interpretation

With 58% of consumers ready to switch brands over lack of personalization, the textile industry faces a vital stitch in its success: tailoring experiences isn’t just a luxury—it's a necessity for brand loyalty.

Customer Experience and Satisfaction

78% of consumers say that their experience with a company influences their purchase decisions
52% of customers say they have made an additional purchase after a positive customer experience
84% of companies that work to improve customer experience report an increase in revenue
73% of consumers say a friendly customer service representative can make them fall in love with a brand
67% of consumers say that bad customer service discourages repeat business
45% of consumers say they are likely to share a bad customer experience with others
49% of customers have left a brand due to poor customer service
63% of consumers expect companies to offer consistent service across all channels
80% of consumers say they are more likely to purchase from a brand that offers personalized experiences
76% of customers consider friendly customer service as the most important factor in their brand loyalty
68% of shoppers are more likely to make a purchase when brands offer personalized experiences
89% of consumers say they stop doing business with a company after a bad customer experience
74% of consumers are likely to buy based on a positive experience rather than on advertising
78% of consumers say that a company's customer service impacts their willingness to recommend the brand
85% of customers say that a positive customer service experience influences their loyalty
70% of customers expect companies to understand their needs and expectations
65% of consumers believe that brands could do a better job at understanding their preferences
Companies that excel at customer experience have 1.5 times more engaged employees
65% of consumers find it important that companies actively seek customer feedback
83% of consumers say that good customer service influences their loyalty
77% of customers say they are more likely to recommend a brand after a positive customer service experience
60% of customers expect seamless checkout experiences
89% of consumers state that personalized service influences their purchasing decisions
54% of consumers say that companies should use their data to personalize interactions
80% of consumers believe that companies should proactively address issues before they escalate
62% of consumers say that a quick resolution to a problem increases their loyalty
88% of customers expect companies to know their purchase history and preferences
67% of consumers say that transparency during the customer journey impacts their trust in a brand
81% of shoppers say that customer service influences their loyalty
72% of consumers say that fast service positively impacts their perception of a brand
44% of consumers believe that the availability of support via multiple channels improves their loyalty
55% of consumers say that their loyalty depends on quick and effective customer service

Customer Experience and Satisfaction Interpretation

In the textile industry, where 78% of consumers acknowledge that their experience influences purchases and 80% crave personalized, seamless, and transparent service, it's clear that delivering exceptional customer experiences isn't just a nicety—it's the fabric of brand loyalty and growth in a competitive market.

Customer Service and Interaction Expectations

60% of consumers have higher expectations for customer service than they had a year ago
69% of customers say they have switched brands due to poor customer service
50% of customers expect a response from customer service within 30 minutes
29% of consumers switch brands because of lengthy wait times
38% of consumers say a company's responsiveness influences their purchasing decision
61% of customers expect companies to respond to inquiries within 1 hour
40% of consumers say they prefer to communicate via chat, not phone or email, for customer service
70% of consumers say they have had a positive experience with a brand after resolving an issue quickly
35% of consumers prefer live chat over phone, email, or social media, for support
52% of consumers have abandoned a purchase because of poor customer service
48% of consumers prefer to interact with companies via messaging apps
59% of consumers prefer to interact via social media for customer service
76% of consumers expect companies to personalize their offers based on previous interactions

Customer Service and Interaction Expectations Interpretation

In a textile industry landscape where 60% of consumers’ expectations have surged, nearly half have abandoned brands over poor service, and most demand lightning-fast, personalized, and chat-friendly responses, it's clear that weaving superior customer experience into the fabric of your brand isn’t just a luxury—it's the new standard for survival.

Online Reputation and Review Influence

91% of consumers use online reviews as an important part of their decision-making process
88% of consumers trust online reviews as much as recommendations from friends or family
74% of consumers are likely to share positive experiences on social media

Online Reputation and Review Influence Interpretation

With 91% of consumers relying on online reviews—trusted nearly as much as personal recommendations—and three-quarters eager to share their positive experiences, the textile industry must prioritize authentic customer feedback to stitch together trust and brand loyalty in the digital age.

Willingness to Pay and Loyalty

70% of consumers are willing to pay more for a great customer experience
86% of buyers are willing to pay more for a better customer experience
93% of customers are likely to make repeat purchases with companies that offer excellent service
91% of unhappy customers will not willingly do business with a company again
55% of consumers say they are willing to pay more for a better customer experience
69% of consumers say that easy returns positively impact their brand loyalty

Willingness to Pay and Loyalty Interpretation

These statistics underscore that in the textile industry, exceptional customer experience isn't just a nicety—it's the fabric that binds brand loyalty and profitability, as most consumers value service and convenience just as much as quality and are willing to pay a premium for it.