Study: Americans expect more convenient shopping in 2022 – Retail Customer Experience

Study: Americans expect more convenient shopping in 2022 – Retail Customer Experience

American consumers expect more convenient shopping, as well as greater flexibility with work and school, in 2022.

The lifestyle expectations are being driven by COVID-19 and the pandemic impact on both home and work, according to a Verizon Look Forward study.

American adults anticipate that a year from now they will split shopping equally between in-person store activity and online purchases, according to a press release on the study findings. The study was conducted with Morning Consult.

“The pandemic has forced all of us to face challenges we never considered,” Kyle Malady, chief technical officer at Verizon, said in the release.

While online, contactless payments and non-traditional shopping experiences were not born of the pandemic, the last year has expanded Americans’ familiarity and use of them. Most adults say they were shopping mostly in person pre-pandemic (60%), while just over a third say the same now (37%). Adults surveyed anticipate that a year from now, they will be shopping in person and online equally (42%).

Additional findings include:
● One in four adults recently shopped mostly online (24%), while one in three recently shopped through an equal mix of in person and online (34%).
● About one in three adults either used or heard about contactless credit cards (36%), contactless mobile payments (33%), and grocery delivery services (38%) for the first time during the coronavirus pandemic.
● More than one in five adults anticipate using self-checkout (23%), contactless credit cards (24%), and contactless mobile payments (22%) more a year from now than they are now.
● Only 16% expect to shop mostly online a year from today, a six-point increase from before the pandemic, and an eight-point drop from today.

Published at Fri, 26 Mar 2021 10:00:00 +0000