The health crisis has disrupted the retail landscape. New shopping habits have been adopted in response to the various lockdowns and mandatory store closures. 18 months after the start of the pandemic (which has not yet been fully contained), how is the general public shopping? This is the question that Capgemini, a research institute, sought to answer through a survey.
To conduct the survey, Capgemini selected a panel of 1,079 people, over the age of 18, living in North America, Europe and the Pacific Rim. The survey took place between October and November 2021. The firm also conducted a follow-up with 979 participants in December 2021.
First findings
Before the health crisis began, 60% of consumers went to stores.
By April 2020, that number had risen to 24% and 67% by November 2021. Today, 72% of the general public returns to the store. “Consumer preference for in-store shopping is surpassing pre-pandemic levels,” Capgemini analyzes.
In contrast, the percentage of people who enjoy shopping online remains (relatively) stable. It was 25% in November 2020 and reached 33% in April 2020. Today, it is 38%.
The delivery challenge
In recent months, retail (both online and physical) has faced new challenges: fulfilling orders and getting them there faster. Indeed, consumers want to receive their packages quickly (56% of Millenials and 26% of Boomers).
“Younger people, parents and urbanites are more willing to pay more for a transportation service as long as they are guaranteed delivery in record time,” Capgemini says.
Buy from the source
The study reveals that many people prefer to buy …
