Luxury Retail Trust Gap Report: 68% Brands Score Low
$213.56 billion in customer revenue is quietly eroding across the sector, and three fixable failures are driving most of it.
Trust is the early warning signal. It moves before the money does. The Trust Gap Report analyses 19,344 customer reviews across 31 of the world’s leading luxury brands to show where the sector is winning trust, where it is losing it, and what every gap is worth in revenue.
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The failure is consistent and concentrated. It happens where the human experience breaks down after the sale is made, in service, after-sales and product quality. The report shows exactly where to act:
- Customer service failures: $144.48 billion at risk. The single largest driver, appearing in 50% of all feedback with a Low Trust score of 34. Fixing it could lift customer advocacy by up to 16%.
- Returns and after-sales: $91.23 billion at risk. Slow refunds, unanswered calls and automated responses are eroding loyalty at scale. Up to 5% uplift available.
- Product quality: $75.22 billion at risk. Customers pay luxury prices but describe quality as indistinguishable from cheaper alternatives. Up to 10% uplift available.
The upside is just as clear. Staff expertise (71.5) and bespoke experiences (65.5) are the highest trust signals in the dataset. The sector does not have a trust problem it cannot solve. It has a consistency problem, and the report shows where to start.
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