Eighty five percent of shoppers have significantly increased their curbside pickup orders compared to pre-COVID rates, according to research from Incisiv, commissioned by Manhattan Associates. In addition, 79 percent of consumers say that a contactless store pickup is very important to them.
While 91 percent of shoppers miss shopping in-store, only 5 percent plan to try a product in-store within the next six months and 28 percent plan to increase in-store shopping.
The research also found that shoppers are rating their recent checkout and pick-up experiences poorly across a variety of parameters, including availability of pick-up slots and wait times. Eighty-one percent rated their experiences three stars or lower when asked about store availability of preferred pick-up dates and times.
“Shoppers view and value stores very differently today than they did pre COVID-19. More than ever before, it is all about safety, speed and convenience," said Gaurav Pant, chief insights officer, Incisiv, in a statement. "And, this change in behavior will impact high-touch retail categories such as apparel, luxury and specialty in unique ways. We recommend retailers make it easier to find store inventory online, simplify the in-store pick-up experience, and help their store associates build stronger relationships with customers digitally. As importantly, retailers must arm their store teams with tools to fulfill online orders more efficiently, and ultimately, profitably."
Related: SpartanNash, Food Lion Offer New Payment, Pickup Options; BJ's Debuts Contactless Curbside Pickup.
from Industry Operations https://ift.tt/3i7D9i0
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