US Apparel Retail Features Benchmark 2022

How 10 Key Retailers Stack Up on What Consumers Value the Most

Executive Summary

Apparel shoppers are returning to stores during this latest phase of the pandemic, bringing with them new habits and expectations about the digital and physical retail experiences. This report breaks down the online and in-store features they value the most, and how 10 leading retailers compare on those fronts.


  1. What are the most important online and in-store features that retailers can offer consumers of apparel to stand out from the competition?
  2. Which features are most valued by apparel consumers, both overall and within key segments?
  3. How do leading retailers of apparel stack up against each other in offering the features that are most important to these shoppers?

WHAT’S IN THIS REPORT? An analysis of the most in-demand apparel retail features—both online and in-store—that retailers can offer to attract and retain customers. Also, a ranking of 10 leading retailers of apparel based on their feature offerings, weighted according to how valuable the features were to US apparel buyers we surveyed.

KEY STAT: Shipping and returns features were the most valuable to US apparel buyers. As apparel consumption continues to shift to online, these types of features will remain top of mind for shoppers.

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Table of Contents

  1. Executive Summary
  2. Key Findings
  3. Action Points
  4. Introduction
  5. Leading Retailers and Features
  6. Apparel Retail Features Most Valued by Consumers
  7. No. 1: Paid Membership
  1. No. 2: Delivery and Other Post-Purchase Features
  2. No. 3: In-Store Shopping Experience
  3. No. 4: Payments
  4. No. 5: Search and Filtering
  5. No. 6: Ecommerce Shopping Experience
  6. No. 7: Advanced Technology-Enabled Shopping
  7. Methodology
  1. Glossary
  2. Ranked Feature List
  3. Survey Demographics
  4. Appendix
  5. Read Next
  6. Sources
  7. Media Gallery

Charts in This Report

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Sky Canaves


Bianca Carasus
Suzy Davidkhanian
Principal Analyst, Retail & Ecommerce
Ona Koehler
Senior Director, Benchmarking
Na Li
Director, Primary Research

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