PANDEMIC LOGISTICS WEB VERSION: Click Here
cent) say they will shop more locally over the next year and 60 per cent say they will buy from independent retailers.
Amazon still dominates online, and is set to be an even bigger winner over the next twelve months with 55 per cent of consumers saying they will use it more in 2021 but 30 per cent of shoppers say they do feel ‘guilty’ about abandoning physical stores for the ease of Amazon.
“As shoppers, trends that were in their infancy and forecast to, in some cases, materialise over the course of the decade have been accelerated beyond all recognition”, said Andrew Busby, CEO of Retail Ref lections and IBM Futurist. “For retailers, the challenge now is to adapt to our altered online behaviours. As Brightpearl’s data shows, on the delivery side of the equation, that simply isn’t happening at the level it should be.”
Brightpearl also uncovered some surprising new data about the buying experience for most consumers, with only 7 per cent being inf luenced by how well the website functions, and just 5 per cent of shoppers caring about the brand name.
The survey revealed that 41 per cent of shoppers also plan to increase their Click & Collect use next year as a result of Covid. Almost half of shoppers (45 per cent) are now buying things online that they only previously bought in- store and 40 per cent of buyers are less likely to shop in-store than they were before Covid.
Brightpearl CEO Derek O’Carroll said: “There has been a big shift to online post-Covid but concern over delivery reliability has created a crisis of confidence in some consumers and brands could still suffer or miss out on this digital opportunity if they don’t improve service,
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especially after the buy button.
“With Brits stuck at home until December, eCommerce brands are going to have to up their game and make online deliveries faster, more reliable and flexible, or there may be some very disappointed consumers. The bulk of Christmas shopping is projected to be online this year because of the second lockdown and trust has never been more important.
“Shoppers want more choice in their delivery options, whether that’s same-next day delivery, or Click & Collect. The survey highlighted some surprising findings. As brands, we obsess about how the website looks and feels, but it’s really only important to a small group of shoppers, with the majority prioritising service reliability and speed of delivery.”
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