Fashion Retail - Market - Fashion Retail... · Fashion Retail 2015 Fashion Retail Study ONLINE PURCHASE…

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  • 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 5,722 US consumers and asked them about their fashion shopping habits including brand preference, wallet share, brand engagement, problem experience and social media usage.

    Fashion Retail 2015 Fashion Retail Study

    ONLINE PURCHASE & RETAILER APPS

    CLOTHES

    SHOES

    43%57%

    67% earn more than $50k/year

    s

    s

    Almost 1 in 3 customers know their brand offers a mobile app Does your favorite fashion retailer provide a mobile app?

    A full 1 in 5 fashion customers have used technology to share and learn about fashion

    “20% 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?

    Nordstrom delivers the best experience on the Composite Loyalty Index

    Nike delivers the best experience on the Composite Loyalty Index

    It’s not OK just to be OK!

    “Delighted” dining guests are 2.1 times more likely to recommend a brand than those who give a 4 rating. Excellence makes a difference!

    Li ke

    lih oo

    d to

    R ec

    om m

    en d

    % T

    op B

    ox (5

    )

    Not Satisfied (1 - 3)

    Satisfied (4)

    Very Satisfied (5)

    0%

    10%

    20%

    30%

    40%

    50%

    60%

    70%

    80%

    2.1X

    It’s not OK just to be OK!

    “Delighted” shoppers are 2.6 times more likely to recommend a brand than those who give a 4 rating. Excellence makes a difference!

    Li ke

    lih oo

    d to

    R ec

    om m

    en d

    % T

    op B

    ox (5

    )

    Not Satisfied (1 - 3)

    Satisfied (4)

    Very Satisfied (5)

    0%

    10%

    20%

    30%

    40%

    50%

    60%

    70%

    80%

    2.6X

    I Don’t Know - 64%

    No - 7%

    Yes - 29%

    45%15% 35%3%

    20% 80%

    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 favorite fashion retailer’s website?

    42%15% 39%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 favorite fashion retailer’s physical location?

    36%23% 28%7%

    36% 64%

    6%

    Not Satisfied

    1 2 3 4

    Very Satisfied

    5

    Over 1 in 3 customers were not satisfied with their most recent experience at shoe retailer

    How satisfied were you with your most recent shopping experience at a shoe retailer?

    s

    s

    s

    s

    s

    s

    Nordstrom

    Macy’s

    H&M

    JCPenny

    Marshalls

    T.J.Maxx

    Ross Stores

    Old Navy

    Dillard’s

    Kohl’s

    Target

    Walmart

    0%

    0%

    2014

    2014

    2015

    2015

    30%

    30%

    10%

    10%

    40% 60%

    40%

    20%

    20%

    50% 70%

    50%