COVID-19 Related Retail Changes

Goals

To obtain data that gives a better understanding of curbside pick up and if it is here to stay, along with data that states whether people are returning to shop in actual stores for a new product being launched. Also, identify how retail technology has changed due to COVID-19.

Early Findings

Curbside Pick-Up

  • Adobe Analytics recently found that buy online, pickup in-store orders surged 208% in April from the year-ago period.
  • 44% of retailers now offer curbside pick-up as an option.
  • A CommerceHub report also found that 59% of consumers are more likely to use curbside pickup following the coronavirus outbreak. And even when the pandemic subsides, 75% of consumers that subscribed to multiple delivery services, like Amazon Prime, said they would likely continue to opt for curbside delivery.
  • Neil Saunders, Managing Director, GlobalData: This is undoubtedly one of the trends that will stick post-virus. It is a win-win for consumers and retailers. From the shopper point of view, it is convenient and quick; from the retailer point of view, it is more cost-effective than delivering to home.

Curbside Pain Points

  • Retailers indicate that managing volume at peak times can be challenging.
  • The potential for loss of "impulse buys" is a concern amongst retailers.
  • Customers are reporting long wait times, sporadic availability of associates, and unclear instructions at stores large and small.

Factors Affecting the Choice to Continue Curbside Pickup After the Pandemic

  • 77% of consumers saying they will be more cautious about cleanliness, health and safety in the post-pandemic era.

Returning to the In-Store Shopping Experience

  • Nearly three quarters (71%) of consumers say that they feel comfortable shopping in-store at non-essential retail locations following the coronavirus pandemic.
  • Females are more hesitant to return to stores than men. The majority of women (28%) will wait 2 weeks after the stores reopen to shop again. The majority of men (36%) will return in-store immediately after stores reopen.
  • The majority (49%) of consumers say they will feel most comfortable shopping at small, local retailers following the pandemic:
  • 35% of consumers say they will be most comfortable shopping at department stores following the pandemic.
  • Only 16% of consumers say they will feel most comfortable shopping at standalone specialty retail stores.
  • 49% are uncomfortable to shop for apparel now.
  • 33% of shoppers are uncomfortable to shop for cosmetics now.
  • 18% of shoppers say they are uncomfortable to shop for shoes now.

Retail Technology Trends- Post Covid-19

Proposed next steps:

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