March 2015
Featured in this insight: Consumer goods & FMCG , IT & telecommunications, Retail
Stores do not provide customers with what they desire, survey reveals: A recent survey from Accenture has found that a gap has emerged between what shoppers desire from their shopping experience - be it online, in store or on mobile – and what stores are offering.
Of the U.S shoppers surveyed, 82 per cent claimed that they expect the prices of products to be the same online and in-store, as opposed to 69 per cent last year.
In a benchmark analysis, just 1 in 3 retailers in the United States had consistent pricing for more than 80 per cent of the products examined.
The respondents were also asked which shopping experience was in need of a re-vamp. The respondents highlighted physical shops as the top experience in need of an upgrade. The most desired changes were easier methods to order sold out products and the provision of free Wi-Fi.
Approximately 50 per cent of respondents in the United States stated that they would like real-time promotions and offers whilst browsing a store, whereas just 28 per cent of stores claimed that they were able to make this a reality.
As well as this, the findings showed that only 42 per cent of consumers found ordering products online easy.
Just 53 per cent of retailers had optimised their websites for tablet devices.
59 per cent of consumers worldwide said that they would be willing to pay a premium for same-day delivery and 36 per cent would pay a fee for next-day delivery.
Despite this, just 15 per cent of retailers offer a same-day delivery service.
View more of our sector specific insights: Consumer goods & FMCG, IT & telecommunications, Retail
