At Kinetic319, we believe strongly in listening to what customers have to say. We recently conducted a survey of 322 different consumers to get an idea of their plans for the 2025 holiday shopping season. This blog post was created based on the findings of that survey.
Here at Kinetic319, we’re obsessed with understanding what makes people tick. We believe that listening to consumers is the secret sauce for any successful business.
So, we went straight to the source. We recently surveyed 322 consumers from all walks of life to get the real story on their plans, preferences, and pet peeves for the 2025 holiday shopping season.
What did we find? Shoppers are starting earlier, spending smarter, and have very little patience for bad experiences. This post will walk you through the key findings from our research, focusing on the biggest frustrations for holiday shoppers and, more importantly, how your business can turn those frustrations into opportunities. Let’s dive in.
The Biggest Turn-Offs for Holiday Shoppers
While it’s important to know what shoppers want, it’s even more important to know what drives them away.
Let’s talk about what really makes shoppers say “no thanks,” from the obvious to the often-overlooked.
High Prices and Hidden Costs
It comes as no surprise: high prices are the ultimate deal breaker, cited by 57% of respondents in our survey. Shoppers these days are experts at comparing deals, looking for better value across multiple sites.
What really stings are surprise charges at checkout, like unexpected shipping fees or sneaky handling costs.
And we aren’t the only ones who’ve noticed this trend, either. According to a study by Baymard Institute, almost half of all U.S. online shoppers have abandoned an order due to extra costs being too high.
The takeaway: If you want customers to stick around, be upfront about pricing from the get-go. Nothing sours a deal faster than finding out there’s a pile of extra fees once you’re ready to buy.
The Dreaded "Out of Stock" Message
Few things are more disheartening than finding the perfect gift, only to see it’s out of stock. For 42% of the shoppers we surveyed, this frustration is top-tier.
And it’s not just about a lost sale. It undermines trust and makes customers feel like your business isn’t reliable. Many won’t wait around. They’ll simply find another retailer.
In today’s cut-throat, competitive shopping environment, managing your inventory and offering alternatives or back-in-stock notifications can be the difference between gaining a loyal fan and losing out for good.
Unpredictable Shipping Delays
Holiday shoppers want their gifts to arrive on time, no exceptions. For 37% of shoppers, shipping delays are a serious source of stress. Just imagine counting on a package for a big family celebration, only for it to show up late.
Most consumers say they won’t return to a brand after a bad delivery experience, making this a critical area where businesses can’t afford to falter. Accurate delivery predictions and proactive communication will help turn a potential negative into a positive.
Difficult and Confusing Return Policies
Gift-giving always comes with uncertainty. Not every present will be a hit, so if a retailer makes returns difficult, 21% of our respondents are ready to look elsewhere. Rigid deadlines, restocking fees, or unclear instructions can quickly turn excitement into frustration.
According to Narvar’s Consumer Report, 96% of shoppers say they’d buy again from a retailer offering an “easy” return experience. Rather than seeing returns as a loss, treat them as an investment in customer loyalty.
Cluttered and Confusing Websites
Your website is your digital front door. Cluttered, complicated sites are repeatedly signaled out as a big no-no. Slow loading, messy navigation, and glitchy shopping carts are an instant turn-off.
Google reports that 53% of mobile site visitors leave a page that takes longer than three seconds to load. So not only do you risk losing sales, but your bounce rate climbs, and your SEO could suffer as a result. Clean design and quick navigation are critical for keeping shoppers moving from browse to buy.
Pushy or Irrelevant Marketing
Email after email. Pop-up after pop-up. Too many ads or a nonstop barrage of “buy now” messages can overwhelm and annoy shoppers into opting out for good.
External studies confirm this isn’t just a holiday thing. 56% of consumers will opt out or unsubscribe when they feel bombarded. Instead of shoving messages into every channel, focus on delivering relevant, personalized content. Quality communication always beats quantity.
Lack of Helpful Product Information and Reviews
Shopping online takes trust, and nothing helps build that trust like clear, honest reviews and detailed product descriptions. Our survey found that 53% of customers rely on reviews to make a decision and are frustrated when they’re lacking.
Indeed, research by Spiegel Research Center shows that displaying reviews increases conversion likelihood by 270%. If your site skimps on this info or buries real opinions, you’re likely leaving money on the table.
Poor Customer Service and Support
It doesn’t matter how fancy your website is: if shoppers can’t easily get help when something goes wrong, they’ll remember. Slow response times, hard-to-find contact info, or unhelpful support can ruin an otherwise perfect experience.
97% of Americans factor customer service into their decision to do business with a company. Live chat, clear contact options, and quick resolutions show shoppers you’re there for them, even after the sale.
Security and Privacy Concerns
You can’t blame shoppers for being cautious with their data. If your checkout process doesn’t feel secure, you’re giving them a reason not to buy. 18% of shoppers have abandoned a cart because they didn’t trust the site with their credit card info.
Make sure your security badges are prominent and your transactions are encrypted, so customers feel safe every step of the way.
Lack of Personalization
Finally, if every shopper sees the same thing, you’re missing out. Accenture found that 91% of consumers are more likely to shop with brands who provide relevant offers and recommendations.
Generic gift suggestions, impersonal emails, and bland homepages signal to shoppers that you don’t really know, or care about, what they’re looking for. Use data wisely to customize recommendations, upsells, and communication so every customer feels seen and valued.
How to Win This Holiday Season
If you really want to impress your customers and avoid the most common holiday shopping pitfalls, you’ll need more than a basic checklist. The businesses that win are the ones who go above and beyond, responding proactively to the headaches shoppers actually face.
Here’s how you can turn frustrations into standout experiences:
Start Early…and Stay Ahead
Shoppers are kicking off their holiday lists earlier every year. If you wait until December to launch your promos or update your website, you’ve already missed the crowd. Instead, build your campaign calendar with an October kick-off in mind.
Give existing customers sneak peeks. Send early access codes to your email list. Drop hints on social media to create buzz and ensure your store or site is top of mind when shoppers are ready to buy.
A good example? Retailers like Target and Kohl’s now drop holiday décor and deals before Halloween, because they know plenty of folks will shop before the turkey hits the table.
Optimize Your Inventory (and Communicate Clearly)
There’s nothing worse than falling in love with the perfect gift only to see a “sold out” notice. Not only does this lose you a sale, but it can send customers running to your competitors.
Use past sales data, trending gift guides, and even waitlist signups to better predict demand. Regularly update stock counts, and if you do run out, let customers sign up for restock alerts or offer similar alternatives.
If you’re managing limited-edition or high-demand products, consider adding a real-time inventory tracker on your product pages. It helps manage expectations and can encourage quick decisions—think, “Only 5 left in stock!”
Enhance the Online Experience
Audit your site for speed issues, broken links, and confusing menus. The checkout should be as simple as possible: ideally, three steps or fewer. If most of your shoppers are browsing on their phones (and they probably are), your mobile site needs to be just as polished as your desktop version.
Consider offering guest checkout, clear calls to action, and autofill address fields. Remember, the majority of carts are abandoned and complex checkout is a big reason why, but if you follow these steps, you can become the exception to the rule.
Leverage Reviews and SEO to Boost Trust
You can have the best product in the world, but if customers can’t find you on Google, it won’t matter. Invest in your SEO with relevant keywords, updated metadata, and helpful content. At the same time, ask satisfied customers to leave reviews, especially photos or spotlights on how they used the product. Feature real testimonials on your homepage and product pages.
Google reports that 63% of shoppers say they do research online before buying during the holidays, so help them find you…and feel reassured while they’re browsing.
Be Transparent and Flexible
Nothing will tank a sale faster than surprise fees at checkout or unclear shipping timelines. Make all pricing straightforward, and list shipping or service costs early in the process. For shipping, display clear delivery timelines and give order cutoff dates for holiday arrival.
When it comes to returns, extend your window so gifts purchased early aren’t outside the return period by the time the holidays arrive. Offer prepaid return labels and make your policy easy to find and understand. Shoppers who feel taken care of are much more likely to come back.
Offer Responsive, Empathetic Customer Service
Holiday shoppers are often stressed, so a kind, lightning-fast support team can make all the difference. Make it easy for customers to reach you, whether it’s through live chat, social media, or an old-fashioned phone call.
Train your team to handle hiccups with patience (and a touch of holiday cheer). Even consider empowering reps to issue small goodwill credits or discounts to resolve issues when things go wrong.
Brands like Zappos and Chewy are legendary for their friendly, “above and beyond” customer support (and they have loyal followings because of it).
Prioritize Security and Shopper Confidence
With more shopping comes more concern about scams. Make sure your site features security badges, encrypted checkout, and clear privacy policies. Consider offering trusted payment options like PayPal or Shop Pay. Call attention to your security practices so customers feel safe inputting their information and making purchases.
Also, take the time to highlight reviews and third-party ratings (like BBB accreditation or Trustpilot scores) to provide further peace of mind.
Personalize Every Step
If you can make customers feel you know who they are, you’ll earn serious loyalty. Suggest products based on browsing history, or send personalized email reminders. Curate gift guides for different interests or “gift finder” quizzes that help shoppers quickly narrow down options.
When a shopper receives a thank you email or recommendation that actually fits what they want, they’re not just more likely to convert. They’re more likely to remember your brand for seasons to come.
By focusing on these strategies, you’ll turn those all-too-familiar frustrations into real opportunities for delight. The result? A holiday season that doesn’t just meet expectations but blows them away.
Make This Holiday Season the Merriest (and Most Profitable) One Yet
The 2025 holiday season promises to be a busy one, and the businesses that will succeed are the ones that truly listen to their customers.
At Kinetic319, we’re passionate about turning consumer insights into actionable strategies. The data from our survey is just the beginning.
If you’re ready to build a business strategy that’s deeply connected to what your customers really want, reach out to the team at Kinetic319 today.