Helpful Follow-Ups Matter: 69% of Shoppers Say They Boost Purchase Confidence
The customer relationship continues long after checkout. Attentive’s 2026 loyalty research, updated in October, found that 69% of shoppers say post-purchase content helps them feel more confident about their purchase. That includes practical care tips, customer reviews and videos showing products in use.
The survey of 600 US consumers also found that 34% identified poor customer service as a reason they would be less likely to buy again from a brand they had tried for the first time.
For Customer Success teams, the findings suggest a useful question: does your follow-up help customers get more from what they already bought? A timely guide or practical tip could be a worthwhile addition to the post-purchase experience.
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