SOTI Survey Finds COVID-19 Has Radically Changed Consumers’ Expectations for Retailers

According to a newly released survey by SOTI, a quarter of North American consumers believe the pandemic will actually harm those retailers that don’t master the delivery experience.

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It’s no surprise to anyone reading this that the Coronavirus disease (COVID-19) accelerated online shopping trends. But, even though the e-commerce sector has jumped in to “save the day” for retailers, this almost-overnight pivot has also brought about its own set of complications for the retail industry, such as delayed shipments, missing shipments and more. [maybe link to Mackenna’s blog].

According to a newly released survey by SOTI, a quarter of North American consumers believe the pandemic will actually harm those retailers that don’t master the delivery experience.

Meanwhile, one-third of those surveyed said they want to know where their order is from the moment they purchase, to the minute the package is delivered to their doorstep.

From GlobeNewswire

  • The return experience is almost as important as the buying experience.
  • Consumers expect retailers to keep their information safe and secure.
  • And, when looking at large vs. small retailers, large retailers have gained more consumer trust when it comes to data security.