Carried out in partnership with market analysis agency Sago in September 2024, the survey gathered responses from 2,000 grownup customers aged 18 and older throughout the U.S. and U.Ok. The outcomes revealed that 51% of customers favor the in-store buying expertise, with a stronger choice amongst these aged 55 and older (62%). Consumers’ prime priorities when selecting the place to buy focus on customer support, stock ranges and security. Key insights embrace:
- 60% of customers are prepared to journey farther for shops with pleasant workers.
- Almost half (49%) of customers don’t return to shops with low stock.
- 5 out of 8 customers have witnessed in-store theft.
- In-store security is a precedence for 81% of respondents.
These findings current a serious alternative for brick-and-mortar retailers to forge stronger connections with customers and foster lasting loyalty by addressing their prime priorities. With in-store buying projected to make up 80% of worldwide retail gross sales in 2024 and proceed at 77% by 2027 (eMarketer), it’s clear that retailers that keep attuned to those components will achieve a aggressive benefit.
“The survey actually highlights what at the moment’s shopper values most: feeling protected, being greeted by pleasant workers and discovering well-stocked cabinets,” mentioned Ian Rowan, CEO, x-hoppers. “With so many choices between on-line and in-store buying, it’s extra necessary than ever for retailers to give attention to these necessities to maintain clients coming again. Even one small oversight can rapidly flip a loyal shopper away. At x-hoppers, we’re right here to assist retailers create inviting, protected and environment friendly buying experiences that preserve clients strolling by way of the doorways, utilizing our AI-powered options to make it occur.”
Panelist and international client professional Kate Hardcastle, MBE, added, “We’ve got to humanize the scenario extra. It’s about constructing a loyal, respectful, genuine relationship with each single client that walks by way of the door. We have to enchantment to the human aspect of customers who aren’t going to interact in any illicit habits whereas buying. This strategy fosters belief and ensures that everybody feels valued and revered within the buying surroundings.”
Additional particulars about key shopper themes embrace:
Buyer Service
- Pleasant Service Drives Loyalty: 23% of customers prioritize pleasant service for retailer loyalty and 23% store in-store solely because of this.
- Workers Can Make or Break the Expertise: 57% have stopped buying at shops with unhelpful or inexperienced workers.
- On-line as an Escape: 11% select on-line as a consequence of an absence of in-store help.
Stock
- Fast Gratification: 87% of customers worth the power to the touch an merchandise in-person or buy and take house gadgets instantly.
- Inventory Availability is Key: 26% cite product availability as key to loyalty.
- Low Inventory Prices Clients: Almost half (49%) have stopped buying at shops with restricted stock.
Security
- Security is Paramount: Almost half of customers (49%) take into account security “crucial” when selecting a retailer.
- Theft a Rising Concern: 62% have witnessed in-store theft, with self-checkout scams, “dash-and-grab” incidents and lacking gadgets being frequent culprits.