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 Retail2015 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!
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%
2.1X
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!
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%
2.6X
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%
