November 25, 2025
Brands Lose Customers the Second Product Information Stops Making Sense
Shoppers are becoming far more decisive and far less forgiving when product information fails to meet their expectations.
New findings from Akeneo’s 2025 PX Pulse survey reveal that the moment product details become confusing, incomplete, or inconsistent, customers leave. They switch brands, abandon carts, and withdraw loyalty faster than retailers can react, creating a new reality in which clarity is just as important as price.
Trust hinges on information. So when budgets are tight, shoppers want certainty before they spend, and they judge brands heavily on the quality and honesty of the product experience.
The Issue Starts at the Product Page
Consumers say the most valuable details when they shop online are photos (62%), user reviews (57%), and accurate availability information (46%). When any of these elements are missing or unclear, hesitation sets in. When product descriptions are incomplete or vague, now the top frustration for 34% of shoppers, up from 28% last year, hesitation turns into abandonment. Customers expect product pages to answer their questions, not raise new ones.
As consumers bounce between brand websites, social platforms, apps, and marketplace listings, they notice even small discrepancies. A product that appears available on one channel but is out of stock on another immediately undermines trust. This inconsistency is driving shoppers elsewhere: 65% of consumers have already switched brands simply because a competitor provided clearer, more reliable product information, a significant rise from 57% in 2024.
However, the most damaging failure happens at checkout. Eighty-three percent of consumers say they will abandon their purchase instantly if unexpected fees appear. Shoppers interpret hidden costs as dishonest and respond decisively. Once trust is broken, many don’t return — 33% of consumers abandoned a brand entirely in the past year because the information they received was inaccurate, rising from 25% the previous year.
Customer Decisions amid Economic Uncertainty
Forty-two percent of shoppers expect to spend less this year due to tariffs and rising prices, while another 42% plan to maintain last year’s spending level. In this climate, shoppers are comparing more options, scrutinising details more closely, and rewarding brands that deliver clarity from the first click to the final confirmation.
Romain Fouache, CEO of Akeneo, said: “Although price and discounts remain important, consumers increasingly prioritise value and transparency when making purchase decisions. They know they have options, and they want full confidence in what they’re buying, not just the lowest price. Clear, accurate, and transparent product information is no longer optional; it’s mandatory. Brands and retailers that deliver a strong product experience across every channel will earn trust, reduce returns, and drive loyalty long after the holidays are over.”
Price matters, but trust matters more. And trust now depends on transparent product information, reliable details, and complete visibility at every step.
