Clothing shopping: reasons for changing where to shop in the United Kingdom (UK) 2013

How influential are the following shopping experiences in leading you to switch brands or companies?*

CharacteristicShare of respondents
Difficult return/refund policies 23%
Irresponsive to requests/complaints 22%
Bad services at the store/outlet 22%
Non-competitive pricing 21%
Incorrect billing 21%
Products/services not meeting my needs 19%
Mistake on purchase 19%
Bad online services 18%
Difficult to locate products/services 13%
Non-personalised communications 9%
Bad mobile app 8%
Created with Highcharts 7.2.2Share of respondents23%23%22%22%22%22%21%21%21%21%19%19%19%19%18%18%13%13%9%9%8%8%Difficult return/refund policiesIrresponsive to requests/complaintsBad services at the store/outletNon-competitive pricingIncorrect billingProducts/services not meeting my needsMistake on purchaseBad online servicesDifficult to locate products/servicesNon-personalised communicationsBad mobile app
0%2%4%6%8%10%12%14%16%18%20%22%24%26%
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Source

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Release date

May 2013

Region

United Kingdom

Survey time period

January 2013

Number of respondents

n = 419

Supplementary notes

* Original survey question: Please indicate how influential each of the following experiences is to you, leading you to switch from your most often used brand/company in categories to another for your next purchase. Please use the scale from 1 to 10, where 1 means “not at all important” and 10 means “very important”. (10-point scale)
The source provides no information regarding the age of participants.

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