INFOGRAPHIC
Source: 2015 Fashion Retail Benchmark Study Copyright © 2006-2016 Market Force Information, Inc. All other trademarks are the property of their respective holders. www.marketforce.com
IN DECEMBER 2015 WE SURVEYED 3,622 UK consumers and asked them about their fashion shopping habits
including brand preference, wallet share, brand engagement, problem experience and social media usage.
Fashion Retail2015 Fashion Retail Study
ONLINE PURCHASE & RETAILER APPS
CLOTHES
31%69%
39% earn more than £50k/year
s
s
Almost 1 in 3 customers know their brand offers a mobile app
Does your favourite fashion retailer provide a mobile app?
A full 1 in 7 fashion customers have used technology to share and learn about fashion
“14% Yes”
Have you ever visited or used an online fashion blog, website or app where you can share your personal style or blog about fashion?
NEXT delivers the best experience on the Composite Loyalty Index
It’s not OK just to be OK!
“Delighted” shoppers are 2.3 times more likely to recommend a brand than those who give a 4 rating. Excellence makes a difference!
Like
lihoo
d to
Rec
omm
end
% T
op B
ox (5
)
Not Satisfied(1 - 3)
Satisfied(4)
Very Satisfied(5)
0%
10%
20%
30%
40%
50%
60%
70%
80%
2.3X
I Don’t Know - 71%
No - 7%
Yes - 23%
47%14% 34%3%
19% 81%
2%
Not Satisfied
1 2 3 4
Very Satisfied
5
Overall, 1 in 5 customers were not satisfied with their most recent online purchase experience
How satisfied were you with your most recent experience shopping on your favourite fashion retailer’s website?
41%15% 40%3%
19% 81%
1%
Not Satisfied
1 2 3 4
Very Satisfied
5
Nearly 1 in 5 customers were not satisfied with their most recent experience at their favorite fashion retailer
How satisfied were you with your most recent experience shopping at your favourite fashion retailer’s physical location?
s
s0%
2014 2015
30%10% 40% 60%20% 50% 70%
