A recent article published by Internet Retailer provides some very interesting statistics regarding US based shoppers dissatisfaction with in-store shopping. The results are quite interesting and based on a survey conducted by consulting firm, Capgemini. The results stated that 31% of US shoppers viewed “shopping in stores as a chore, while 17% said they’ d rather wash dishes or clothes than venture into a store.” Now these comments are very interesting because when my wife asks me to go shopping at the mall with her, I tell her I’d rather have root canal.
Capgemini surveyed some 500 retail, executives and 6000 shoppers from around the world. The report is titled, “Why Physical Retail Stores Need a Reboot.” And here are some of the key highlights from the report.
- In store shoppers are dissatisfied because there is a lack of choices in the store compared to the E-commerce shopping experience
- Consumers are bringing their on-line shopping expectations into the store, including personalized and hassle free shopping and not receiving that same experience in the store
- 71% of the respondents stated there is an inability to compare products when they are in the store
- 75% of the respondents stated they wish they could survey the in-store inventory before they make the trip to the store
- The survey also states that consumer satisfaction is “worryingly low” as one in two retailers received negative score from consumers
- The retailers have a range of challenges, not the least is adequate training of store associates
The results of the Capgemini survey are very insightful. Is it the online shopping experience that is so much better than the instore shopping experience? Or is it the retailers failure to properly train their store associates on how to go above and beyond their comfort zone to provide the instore shoppers with an unforgettable shopping experience. We suspect the dissatisfaction with the instore shopping experience has been going on for years, but now those same shoppers have something to compare their negative instore shopping experience to.
You can read the full article here https://www.internetretailer.com/2017/01/16/online-shopping-changes-consumers-store-expectations?utm_campaign=Online+shopping+changes+consumers%E2%80%99+in-store+expectations&utm_medium=ShareClick&utm_source=AddShoppers