• 98% of UK consumers say retailers don’t understand them

        • Only 2 per cent of UK consumers say retailers know what they like when shopping which is down from 4 per cent a year ago, research by Omnico has found.

          This failure in personalising the shopping experience was revealed in the fourth Omnico Retail Gap Barometer, surveying 1,215 UK consumers and their interactions with retailers across all channels.

          72 per cent of shoppers said retailers can do more to improve the overall shopping experience, while the overall score measuring performance across all channels fell from 72 a year ago to 69 in the current survey.

          Mel Taylor, CEO Omnico Group said, “it is disappointing to see that UK retail still has so much further to go in meeting consumers’ expectations. On some indicators, it is actually travelling backwards. While it may seem comforting that the percentage of shoppers saying retailers can improve has fallen from 81 per cent to the current 72 per cent, we can see that the rest of the picture is far from rosy. There was for example, a double-digit year-on-year drop in the percentage of respondents saying they had enjoyed a seamless experience between online and in-store shopping.”

          The research found that half of all shoppers (51%) said they had a seamless experience between online and in-store, compared with 62 per cent last year. Returns policies still remain a big bugbear too, with half of all respondents (50%) saying a free returns policy for online purchases is ‘very important’, which is an increase of 19 per cent on last year. Almost a third (31%) said they want to return unwanted goods by any method, irrespective of how they bought them.

          The increase in smartphone use was also reflected in the 19 per cent of consumers who said that one of the most urgent improvements needed in retail is the ability to order and pay for everything on a smartphone. This was an increase of 5 per cent on the same figure in last year’s research.

          Mel added, “the pressure on retailers to adapt to consumer expectations is constantly being intensified, whether online, in-store or via mobile. Amazon’s huge investment in technology to recognise customers however they browse or shop, now includes the physical environment in their bricks-and-mortar outlets. It is a significant precedent, one that not all retailers have yet to realise.”

          Please follow this link to the full report: www.omnicogroup.com/insights/omnico-retail-gap-barometer-4/

        • Stay up to date - Click here and register for FREE OEN online membership and enjoy unlimited access to a host of benefits including the exclusive members area of the website, downloadable business tools, current and back issues archive, priority breaking news alerts, weekly e news summary and the OEN app

        • Related Articles

        • Making school safety a priority with smart technology

          Making school safety a priority with smart technology

          Tuesday 23rd Feb 2021 by clareb
          With pupils set to go back to school on 8th March, there are a number of safety measures schools need to implement to ensure the health and wellness of the staff, students and school communities.  The first lockdown and closure of schools broug...Read More...
          Omnichannel contact centre needs further transformation post-pandemic

          Omnichannel contact centre needs further transformation post-pandemic

          Tuesday 23rd Feb 2021 by clareb
          For organisations operating contact centres, now is the time to plan for a more settled future where consumer and worker habits are permanently changed from how they were before. This is according to TelcoSwitch, a provider of unified communications ...Read More...
          Over 1/3 UK consumers cease purchasing EU goods post-Brexit

          Over 1/3 UK consumers cease purchasing EU goods post-Brexit

          Friday 19th Feb 2021 by clareb
          Eskenzi PR & Marketing, a voice in the cybersecurity public relations industry has announced the results of a survey which found that over a third (34%) of UK consumers have stopped purchasing goods and services from the European Union since...Read More...
                • About Us

                  OEN is the leading source of business news and information for buyers of office equipment, supplies and services within mid tier and up sized organisations. Our multi-platform approach delivers relevant, engaging and focussed content via our main printed magazine, bespoke guides and supplements, website, digital editions, apps, and newsletters with an unrivalled reach across the industry. A highly trusted and respected brand for many years, the print version of OEN last year celebrated its Diamond anniversary.

                  For our latest Media packs and more details on our range of services click here

                • View Latest Issue