Re-Examining Retail

RE-EXAMINING RETAIL: WHAT DO CONSUMERS EXPECT IN 2021 As part of our in-depth analysis of the retail sector, and the challenges it faces in 2021, in the wake of the coronavirus pandemic, we surveyed 300 consumers across the UK. They were questioned on their use of online retail during the past year, as well as their general attitude toward online customer service - helping retailers to better understand the needs of their customers and deliver a better experience online. RESPONDENT DEMOGRAPHICS 96.4% responsible or shared responsibility for household shopping Scotland 7.96% 48.38% 51.62% Northern Ireland 20.35% 50 40 30 England Wales 68.44% 20 3.24% - 10 18-34 35-54 55+ AGE RANGE ONLINE RETAIL SHOPPING 5.9% Exclusively shop online 2.36% Never shop online "It's unsurprising then that over 64% of our respondents did more than half of their shopping online in 2020." It's important to note that this was irrespective of food and grocery shopping. 64.01% More than 50% of shopping online CUSTOMER SERVICE 19.16% 80.84% Rated 1-5 Rated 6-10 Quality 8/10 10/10 Level 8/10 10/10 of help 20 40 60 80 100% 25.36% 71.62% Rated 1-5 Rated 6-10 CONTACT OPTIONS 80 Expected methods 70 Preferred method 60 "When it comes to S 50 preferred methods of contact, well 40 over half of our 30 respondents (63%) still opt for phone or email as their starting point." 20 10 Email Phone Live chat Social media EXPECTED LIVE CHANNELS RESPONSE TIMES Phone or live chat 12.68% Less than 1 min ONLINE TOOLS 59.88% Email or other 1-5 mins 5.01% No expectation 14.75% Less than 24hrs 23.89% 5 - 15 mins 40.12% Less than "When it comes to responding to phone calls, the expectation is much, much greater; owing to the personal nature of the channel and the anticipation of immediacy." 30 mins THE IMPORTANCE OF GOOD CUSTOMER SERVICE 89 .97% Believe good customer service is IMPORTANT 83.78% in 2021 Would STOP using a retailer if they offered 16.22% poor customer service Fm Outsource FMOUTSOURCE.COM Percentage % Percentage %