72% say shopping remains a “frustrating experience”
Research firm Omnico has found that 72% of consumers feel the experience of shopping leavces them frustrated, the firm's Omnico Retail Gap Barometer has found.
Print15 September 2017
In the newly-published fourth Omnico Retail Gap Barometer, surveying 1,215 UK consumers, 73% of shoppers say bricks-and-mortar retail leaves them frustrated, while 71% say online shopping gets their backs up. 72% of consumers say UK retail needs more speed and convenience.
Frustration has fallen over the course of the year as 12 months ago, the first Retail Gap Barometer found the retail experience left 79% of consumers dissatisfied in one way or another. Back then, in-store shopping caused vexation to 81% of consumers and buying online left 77% frustrated.
Mel Taylor, CEO of Omnico Group said that despite this welcome 7% declines in ‘frustration levels’, the overall picture is more mixed than that. “UK retail is getting worse at meeting many of the needs of busy consumers,” Taylor said. “For example, there are worrying declines in the amount of people reporting ‘good’ or ‘outstanding’ experience in click-and-collect, or across online and in-store.
“Consumers are still finding significant disappointment in the various ways in which they interact with retailers – a problem that must be addressed,” Taylor said.
44% of shoppers gave a good or outstanding rating to click-and-collect in the new Barometer, compared with 57% a year ago. The percentage of those saying the ability of retailers to give them a seamless experience online and in-store that was good or outstanding fell from 62% to 51%.
The research also reveals differences in attitudes between the two sexes. Levels of frustration with in-store shopping among men fell by 12% over the year, to 68%, compared with a six per cent fall among women (to 75%).
“Our research shows where retailers need to make investment,” said Taylor. “It’s obvious that while there have been improvements, retailers need solutions that bring all their channels together to boost joined-up performance so that frustration levels keep on falling and profits head in the opposite direction.”
To read the full report, follow this link: www.omnicogroup.com/insights/o
Related Articles
EY Entrepreneur Of The Year 2024 finalists revealed →
Milish Bakery secures multi-million euro deal with M&S →
Powerscourt Distillery announces return of “Spirit of Wicklow” Awards →
Fans 0
Followers