35 shopper marketing and retail statistics you need to know

The retail industry is constantly changing. Due to various external factors such as rising inflation or the COVID pandemic, customers are expecting much more from brands and retailers. To make sure that you are ahead of the curve, we’ve prepared a list with the most important shopper marketing and experience statistics you need to know. 

Let’s get started!

Shopping experience trends

1. After experiencing poor customer service, 61% of consumers have opted to switch their business to a rival company. (Source)
   
   
2. Boosting customer retention by 5% has the potential to yield a 25% increase in profits. ( Source)
   
   
3. When making a purchase, 64% of individuals prioritize customer experience over price. (Source)
   
   
4. In the past year, 66% of individuals aged 18-34 have reported an increase in their customer service expectations. (Source)
   
   
5. 95% of customers share poor customer experiences with family and friends. Also, 49% of customers who are not pleased with the experience share it on social media. (Source)
   
   
6. Almost half of customers will stop shopping from a brand after 2 bad experiences. (Source)
   
   
7. After having a positive customer service experience, 52% of consumers have indicated that they made an extra purchase from the same company. (Source)
   
   
8. Positive reviews influence 90% of customers when they make a product purchase. (Source)

Customer loyalty statistics

1. Among retail consumers, 39% are classified as loyal customers, while 32% tend to explore options before settling, and 29% generally exhibit brand-neutrality. (Customer Communications Group, 2020)
   
   
2. 81% of consumers want to form a relationship with a brand (Source)
   
   
3. Forty-three percent of consumers in the United States are willing to pay more for products from brands they are loyal to. (Source)
   
   
4. Fifty-two percent of customers make an extra effort to buy from brands they have loyalty towards. (Source)
   
   
5. When it comes to expenses, the cost of acquiring new customers is five times higher than retaining existing ones. (Source)
   
   
6. 65% of a brand’s purchases come from repeat customers (Source)
   
   
7. Annually, US companies experience a loss of $136.8 billion because customers switch to different brands. (Source)
   
   
8. One bad experience with a product makes 50% of consumers switch to a competitor and that number jumps to 80% when there’s more than 1 bad experience. (Source)
   
   
9. A brand that lacks personalization experiences abandonment by 33% of consumers. (Source)
   
   
10. Product quality is the primary factor driving customer loyalty, influencing 74% of consumers the most. It is closely followed by value for money (66%), product consistency (65%), customer service (56%), ease of shopping (55%), product selection (55%), and pricing (54%). (Source)
    
    
11. It's noteworthy that 84.3% of consumers are more likely to exhibit loyalty toward a brand that aligns with their values. (Source)
    
    
12. Fast, consistent, and satisfactory responses to customer inquiries are considered crucial for building trust by 59% of consumers. (Source)

Shopping behavior statistics

1. During the pandemic, there was a 208% surge in the number of online orders placed by customers and subsequently picked up at brick-and-mortar stores. (Source)
   
   
2. Thirty percent of online shoppers favor using the BOPIS (Buy Online, Pickup In Store) or curbside pickup option over traditional delivery. (Source)
   
   
3. Online shopping is favored by 51% of Americans, and a significant 96% of Americans have made at least one online purchase in their lifetime. (Source)
   
   
4. Online shopping is the preference for 67% of Millennials and 56% of Gen Xers, while 41% of Baby Boomers and 28% of Seniors opt for making online purchases by clicking. (Source)
   
   
5. 67% of shoppers plan on buying products that are on sale/have a promotion during the Holiday season. (Source)
   
   
6. 42% of shoppers switched to store brands for household care products due to lower prices. (Source)
   
   
7. 80% of shoppers are more likely to make a purchase if they receive a personalized offer/coupon. (Source)
   
   
8. 53% of customers are willing to change brands if they can save money. (Source)
   
   
9. 56% of consumers are willing to share data to receive faster and more convenient service. (Source)

Retail industry trends and stats

1. Despite the challenges, the global retail e-commerce sales grew by 27.6% in 2020 compared to the previous year, with a total of $4.280 trillion. (Source)
   
   
2. The global retail market achieved sales exceeding 27 trillion U.S. dollars in 2022 and is projected to surpass 30 trillion U.S. dollars by 2024. (Source)
   
   
3. The United States is home to the top three retail companies of the world, namely Walmart, Amazon, and Costco. (Source)
   
   
4. China stands as the world's largest e-commerce market, boasting $792.5 million in sales, which accounts for 33.3% of the global total. (Source)
   
   
5. Within Europe, the United Kingdom and Germany emerged as prominent retail markets. In 2022, retail sales in Great Britain surpassed 495 billion British pounds, while Germany reported retail sales totaling 632 billion euros during the same year. (Source)
   
   
6. Non-store and online sales, encompassed within the overall figure, are anticipated to experience year-over-year growth ranging from 10% to 12%, reaching a bracket of $1.41 trillion to $1.43 trillion. (Source)

Keep up with the constant change

As you can see, shopper habits and needs are evolving and are influencing the whole industry. We hope these stats shed some light and help you better understand how the retail industry is changing.