5. In-store innovation
The high street is not dead. It’s not even resting
More likely to complete
a purchase in-store
than online
We enjoy browsing and
75% want to see, touch
and try on items
64%
63%
The bigger the
retailer, the more
faith in their in-store
experience vs online
Only 3% of
Britons say
they no longer
shop in-store
6. Queuing is the biggest
in-store turn-off of the
British public
Why have you left a store or decided not to
buy an item?
64%
19%
16%
Queues are too long
Payment card terminal out of order / cash-only option
Poorly functioning self-service checkout
57%
named queuing as their
biggest frustration with the
in-store experience
69%
shop online
to avoid queues
64%will abandon a purchase
if we think the queue
is too long
7. prefer to deal
with a person rather
than a machine
when paying
48%
really relish
chatting
to in-store
associates
10%
believe they know
more than store staff
62%
don’t like talking with
checkout staff
25%
8. love shopping quickly,
and would rather not
use cash in-store
80% 61%
would like store staff
with mobile-payment
terminals to avoid queues
9. Online optimisation
33% of small
businesses believe
the best shopping
experience is online
63% like shopping online
as their contact details
are saved so they can
pay quickly
69% shop online
as it lets them
compare prices
70% head online
for the convenience
of having goods
delivered
10. of shoppers have abandoned an
online transaction because the
delivery cost is too high
73% 68%
of Britons would jump ship
if they spotted a better
deal elsewhere
11. shop online, 60% in apps but 21% of
retailers still don't offer the ability
to purchase online or in-app
95% 4%Less than 4% of all
retailers are satisfied
with their apps
12. Tech it or leave it
16% of retailers feel
they are lagging behind
when it comes to
digital innovation
20% of retailers are
planning to add the
ability to pay in store and
deliver to home for any
items in the next year
18% of retailers are
investing in mobile
payment technology
Contactless is a key
priority technology
investment area
for retailers
13. Social
Up and coming
Do you plan to enable shoppers to purchase from
you via any of the channels below?
30%
Facebook (via FB ad)
47%of retailers lack the capability to
let their customers buy through
social media
40%have never shopped via an app
and 75% have never purchased
an item through social media
17%
Twitter (in-tweet purchased via a buy button)
15%
Instagram (via ad or link from other shoppers)
14. Unified commerce
37% have gone into a
store to look at a product
but then purchased the
product online from the
same retailer
42% would like the
ability to pay in-store for
out of stock items and
have them delivered
to their home
34% want the ability
to pay in-store and
deliver to home for
any items
32% want the
ability to buy online/
in-app, return
in store