SHIFT’s 2019 State of Retail Report contains what we believe to be the largest consumer survey ever produced about the state of omnichannel retail in the UK. In January 2019, we asked over 11,000 British consumers what they believed to be the most important services that omnichannel businesses could offer in order to meet their expectations.
By the numbers
- 43% of respondents believe customer service has worsened in the last decade
- 9 in 10 say C&C must be free; two in three won't shop with retailers that charge for it
- 62% say shops must work harder to make the time and cost of a visit worthwhile
The resounding message from British consumers is that they’re still waiting for traditional retailers to give them a compelling reason to make a journey to the high street, and our research shows there are huge benefits to be gained from delivering against this expectation.
In this report
20 questions asked
From our queries, our panel of 10,000 British consumers says which retail options are important to them, before giving their opinions on issues that make them want to shop with UK retailers.
Nine services ranked
Our report orders key services – including C&C, store stock check and omnichannel experience – in order of importance. Findings are broken down by gender and age, highlighting both major demands and several surprises.
The SHIFT team breaks down the report’s findings with articles discussing the biggest issues facing UK retailers in the coming years – ahead of one of the most unpredictable periods faced by British commerce.
The 2019 State of Retail Report
SHIFT’s 2019 State of Retail Report contains what we believe to be the largest consumer survey ever produced about the state of omnichannel retail in the UK.