Survey: These types of shoppers lean on AI the most...
Frequent online shoppers have little patience when it comes to waiting for a question to be answered.
That’s according to a survey of U.S. adults who shop online at least a few times a month by AI-powered commerce platform Gladly. The study found that 46% of frequent shoppers left a site ready to buy because a specific question went unanswered, and 53% decided not to buy while waiting for a response.
Of frequent online shoppers, more than three-quarters (76%) say it would be helpful if a brand's AI agent could answer detailed questions before they buy. Sixty-one percent said they would be more likely to make a purchase if the same AI could also complete the transaction.
[READ MORE: Survey: Shoppers to use AI for holiday season — including autonomous purchases]
The survey also revealed that the frequent shoppers tend to use AI more. More than seven-in-10 (71%) have used AI to help them decide whether to buy, while 62% have looked up a brand or product using an AI chatbot before visiting the brand's website.
Gladly’s survey found that a negative AI experience has lasting effects. If a brand's AI agent keeps shoppers from reaching a person when they need one, 83% say they would be less likely to buy from that brand again, and 32% would never buy from it again. More than a third (35%) have abandoned a purchase because of a frustrating service experience and bought from a competitor instead.
Among daily shoppers, a majority (59%) have spent less with a brand after repeated frustrating AI service, while 53% of them have told friends, family or colleagues to avoid a brand because of a bad AI experience.
"Shoppers ready to buy won't wait long for an answer," said Ali Fazal, Gladly's chief marketing officer. "A fast, accurate reply keeps the sale moving. A handoff that makes them start over after the sale puts the next one at risk."
Propeller Insights surveyed 1,022 U.S. adults for Gladly in July 2026. All respondents shop online at least a few times a month, and the sample included daily, weekly and few-times-a-month shoppers.
