Anyline Inc. announced findings published in its “2021 Anyline Consumer Shopping Survey.” With shoppers continuing to shift to online shopping across categories due to wariness of in-person experiences, trust and loyalty are put at risk. Anyline’s survey of 500 shoppers ascertained shopping habits and the quality of shopping experiences through COVID-19 in order to provide retailers informed strategies for building trust.
Key takeaways from this report include:
Shopping Habits and Fulfillment Trends Are Expected To Continue
65% of shoppers indicated they had their retail habits changed in the past 6 months. For many, these shifts will be permanent, with 65% of respondents intending to continue their current shopping habits even when the pandemic risks end. One consistent shift in habits is that shoppers are looking for new fulfillment options. 39% started using curbside pickup and 33% are now using home delivery.
Price and Expiration Date Errors Put Trust at Risk
With shoppers now making fewer store visits, but spending more per trip,[2] the stakes are higher for retailers to make every visit count, yet respondents reported frequent and sometimes serious product issues while shopping. Over half (53%) said they sometimes or frequently noticed a difference between the displayed price of an item and what they are charged at the register. More alarmingly, 36% reported sometimes or frequently finding items on the shelf that were past their expiration date.
Shoppers Find Contactless Tools Essential
Consumers still prefer in-store shopping but consider contactless tools essential. 81% of consumers prefer to use their own device for in-store shopping. In addition, 85% of shoppers have at least one retail app, making them no longer a “nice to have.”
“We find that retail brand loyalty remains high among shoppers, but wrong prices and expiration dates can erode confidence,” said Christoph Braunsberger, president, Anyline Inc. “With consumers expected to continue current shopping habits, it is essential for retailers to provide them the tools they desire to ensure trust. Bring your own device (BYOD) can play an important role here. Employee-facing apps for price verification and inventory management can enable retail workforces to address these issues quickly with their own mobile devices.”
