While online shopping will stay the channel of choice for many people, even after lockdown trading restrictions are lifted, a new study from UPS shows that the majority are keen to get back in-store.
According to the results of UPS’ Smart eCommerce Report, although online shopping is set to rise by 67 per cent post-pandemic, 70 per cent of UK shoppers do want to buy products from physical stores.
Of that 70 per cent, 38 per cent said they fully intended to split their shopping equally between in-store and online, following lockdown easing, while 32 per cent stated they would do all or most of their shopping in-store.
Other findings from the report, which surveyed 10,000 consumers across Europe and 2,000 in the UK, showed that groceries, fashion and cosmetics were key categories for shopping in-store.
The UPS data revealed that 66 per cent of UK consumers (of all ages) planned to return to stores to do most of their grocery shopping once restrictions are lifted, vs 15 per cent online. Likewise, 37 per cent said they will buy most of their clothes and footwear in-store, and 33 per cent most of their cosmetics (versus online).
Nearly one in four Gen Z and Millennial shoppers (24 per cent) also stated a preference for buying most of their clothes and shoes in-store, compared to 39 per cent of 18-24-year-olds and 35 per cent of 25-34 year-olds who still favour online stores.
Questions examining why UK consumers favoured shopping in-store versus online post-lockdown, revealed the three top reasons as: Receiving a more personalised service (32 per cent), a better shopping experience (45 per cent) and ease of returns (35 per cent).
On the flipside, 43 per cent of survey respondents said their experience of shopping online during the pandemic left them more likely to do so going forward. The main reason why – for 59 per cent of shoppers at least, was the convenience of having items delivered to them. Followed by ease and speed (48 per cent) as well as price, with over a third (37 per cent) agreeing that items purchased online were usually cheaper.
For retailers to succeed in the future, UPS says, they will need to combine the best elements of online and offline retail.
Share