Scribd Logo
Upload

Welcome to Scribd!

  • 151 views

    Accenture Adaptive Retail Research Infographic PDF

    Uploaded by

    dale_938841649
    The document summarizes the results of a global survey of over 10,000 shoppers in 13 countries. It finds that most shoppers are shopping more on mobile devices and expect more mobile capabilities from retailers. They also want more services like real-time promotions and easy ordering of out-of-stock items from stores. While satisfaction levels are high for aspects like store environments, shoppers expect more from customer experiences and customer service.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd

    Accenture Adaptive Retail Research Infographic PDF

    Uploaded by

    dale_938841649
    151 views1 page
    The document summarizes the results of a global survey of over 10,000 shoppers in 13 countries. It finds that most shoppers are shopping more on mobile devices and expect more mobile capabilities from retailers. They also want more services like real-time promotions and easy ordering of out-of-stock items from stores. While satisfaction levels are high for aspects like store environments, shoppers expect more from customer experiences and customer service.

    Original Description:

    Accenture Adaptive Retail Research Infographic PDF

    Copyright

    © © All Rights Reserved

    Available Formats

    PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    The document summarizes the results of a global survey of over 10,000 shoppers in 13 countries. It finds that most shoppers are shopping more on mobile devices and expect more mobile capabilities from retailers. They also want more services like real-time promotions and easy ordering of out-of-stock items from stores. While satisfaction levels are high for aspects like store environments, shoppers expect more from customer experiences and customer service.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    151 views1 page

    Accenture Adaptive Retail Research Infographic PDF

    Uploaded by

    dale_938841649
    The document summarizes the results of a global survey of over 10,000 shoppers in 13 countries. It finds that most shoppers are shopping more on mobile devices and expect more mobile capabilities from retailers. They also want more services like real-time promotions and easy ordering of out-of-stock items from stores. While satisfaction levels are high for aspects like store environments, shoppers expect more from customer experiences and customer service.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    You are on page 1of 1

    2016 Global Research:

    Customers
    are shouting, are
    retailers listening?
    Accentures new survey of global shoppers reveals a rising intensity thats
    forcing companies to adapt more quickly to the shifting retail reality that
    defines the customer experience. Below are the key findings from our research.

    1 Most shoppers are shopping on the go

    40%

    used smartphones more frequently to find what


    they want this year, up from 36% last year

    27% expect to purchase

    58%

    more via smartphones this year

    Only
    of retailers
    have smartphone apps with
    purchase capabilities

    48%

    Only
    find it easy to
    purchase via mobile devices

    Shoppers are demanding


    more services via their
    mobile phone while
    shopping in store
    SHOPPERS

    RETAILERS

    47%

    7%

    cant wait to receive


    real-time promotions
    (up 7% from last year)

    can send real-time promotions

    42%

    want ability to
    automatically credit
    coupons and discounts
    (up 7% from last year)

    16%

    can automatically credit


    coupons and discounts

    1/2 OFF!

    31%

    37%

    have apps with shopping list


    capabilities; 4% have virtual
    store display capabilities for
    the mobile phone

    want to use shopping list /


    item locators / navigators
    (up 7% from last year)

    37%

    43%

    want to be able to easily


    order out of stock items in
    store (up 5% from last
    year); only 5% have used
    this capability

    provide the ability to easily order out


    of stocks via mobile phone in store

    3 Retailer

    capabilities that
    were nice to have are
    becoming must haves

    What would most improve the


    connected shopping experience?

    49%

    SHOPPERS

    IN STOCK

    RETAILERS

    28%

    provide
    store-specific
    stock availability
    information

    27%
    The ability to check
    product availability
    online prior to
    going to the store
    2015

    46%

    have store staff


    who can order
    out of stock
    items for
    customers

    2016

    27%

    9%

    17%

    have in-store
    kiosks to order
    out of stock
    items while
    shopping in
    store

    The ability to easily


    order out of stock
    items in stores
    2015

    2016

    Percentage of shoppers
    who are satisfied with...

    67%
    67%
    64%
    58%

    Store environment
    Product selection
    Check out
    Pricing

    Shoppers expect more...


    SHOPPERS

    RETAILERS

    Percentage who said


    the following met
    their expectations:

    68%
    1%
    3%

    Interaction with
    sales staff

    52%

    56%
    11%
    49%
    39%

    Delivery options

    52%
    Return policies

    51%

    57%

    have knowledgeable staff who can


    explain features as necessary
    provide sales associates with tablets so
    they can easily access customer history
    allow customers to book time with
    sales associates and receive an alert
    when someone is available

    have next day delivery options


    have same day delivery options
    enable delivery scheduling on a specific day
    have click & collect capabilities

    allow shoppers to return online orders


    to the store for a refund or replacement

    5 Shoppers are

    online more to find


    what they want to purchase

    Going online to
    purchase (global
    average across
    all segments)

    76%

    Shopping for
    apparel

    84%

    80%

    Shopping for
    health and
    beauty products

    Shopping for
    groceries

    88%
    73%

    78%
    59% 61%

    2015

    2016

    2015

    2016

    2015

    2016

    2015

    2016

    ?
    6 Trust continues
    to be an issue
    SHOPPERS

    RETAILERS

    57%
    are concerned

    that their personal


    information could be
    stolen compared to
    49% last year

    22%

    of retailers provide shoppers with


    the ability to create a profile of
    their likes and dislikes

    41%

    have the ability for shoppers to


    specify marketing preferences

    10%

    try to collect name, address,


    email and phone number in store

    2016

    88%

    allow shoppers to access


    Facebook (or local equivalent)
    via their website

    34%
    are confident

    71%

    that their favorite retailer


    is safeguarding their
    personal information

    have loyalty programs

    7 Shoppers are open to Instacart

    a service that handles the shopping


    at one or multiple retailers and delivers
    products for a fee

    46%

    indicated that they were


    very or somewhat likely to
    use this type of service

    46%

    are only willing to pay


    a 1-5% premium on
    the cost

    27%
    18%
    Percentage of shoppers
    who are willing to provide
    health information to
    retailers

    8 Health information
    is becoming less of
    a taboo subject for
    shoppers to share

    2015

    2016

    9 Shoppers want retailers

    to improve the customer experience


    (without invading their privacy)
    Percentage of
    SHOPPERS
    think that the
    following are:
    COOL!

    CREEPY!

    Items automatically discounted for loyalty points and discounts

    75%

    6%

    1/2 OFF!

    Websites optimized by device

    55%

    16%

    Promotional offers sent to them based upon items they are considering online

    56%

    16%

    Retailers showing the feedback left by their friends on products theyre considering

    31%

    37%

    Sales associates who know what is in their online wishlist/basket

    29%

    10 Only a few

    brands have
    influenced
    shopper
    lifestyles

    41%

    Google

    57%
    Facebook

    41%

    Google and Facebook


    have had the biggest
    impact on shopper
    lifestyles. Brands that
    have not had that
    much impact: Apple,
    Netflix, Uber.

    DID change
    their lifestyle

    Did NOT
    change
    their lifestyle

    20%

    Global sample of consumers: Accenture surveyed over 10,000 consumers in 13 countries around the globe (Brazil, Canada,
    China, France, Germany, Italy, Japan, Mexico, South Africa, Spain, Sweden, the UK, and the US) who have shopped online and in
    stores in the last three months who indicated regular internet and smartphone use. This survey has a 95% confidence level with
    a margin of error of +/- 1%. Survey conducted in November 2015.
    Global retailer benchmark: Accenture benchmarked over 160 retailers representing the apparel, consumer electronics,
    department store, discount/mass/hypermarket, grocery, drug/health & beauty, and home improvement sectors in 10 countries:
    Brazil, China, Japan, UK, US, Canada, Spain, Sweden, Italy, Germany.

    2016 Accenture All rights reserved.

    35%

    You might also like