Oracle Retail shopper analysis survey of greater than 5,000 international customers exhibits practically 60% to spend the identical or extra on items this year– and keep away from returns

Whereas the pandemic has induced a surge in on-line purchasing, a brand new Oracle Retail survey exhibits that many shoppers are able to enterprise again into shops this vacation season. Practically 20% of customers surveyed plan to do most of their purchasing in-store with 47% planning to separate purchases between on-line and brick-and-mortar retailers. Nonetheless one other 16% plan to make it as shut because the car parking zone, opting to retrieve orders curbside. And, regardless of the difficult 12 months, 58% of shoppers count on to spend the identical or extra on vacation purchasing than they did final 12 months.  

Clients don’t, nevertheless, need to take care of the effort of returns. Whereas final 12 months, 77% of shoppers deliberate to make a minimum of one return, this 12 months that quantity dropped to 38%. 

“The holidays promise to test a retailer’s ability to serve customers how and where they want to shop,” stated Mike Webster, senior vp and normal supervisor, Oracle Retail. “With customers shopping both online and in-store, and taking advantage of new retrieval options such as curbside pick-up and ‘buy online pick up in-store,’ retailers are going to have to be firing on all cylinders to meet customer expectations in an already difficult environment.”

The survey polled 5,143 shoppers in america, United Kingdom, Australia, China, Brazil, Mexico, Italy, France, Germany and the United Arab Emirates in September 2020 about their COVID-19 purchasing habits and plans for vacation purchasing. Unwrap your complimentary copy of the consumer research report here.

Vacation reward record

With journey restricted and a need to keep away from returns, it was no shock to see reward playing cards as a high vacation reward this 12 months. Here’s what shoppers stated they plan to spend extra on this 12 months:  

  • 39% attire and requirements 
  • 29% electronics 
  • 27% reward playing cards
  • 19% sporting items/hobbies
  • 15% luxurious gadgets (purses, vogue, and jewellery)

Oracle Retail consumer research gift purchases

“With more consumers avoiding returns, redeeming gift cards will be the next big opportunity for retailers to engage customers and extend sales post-holiday,” famous Webster. 

Out of inventory, out of luck 

A scarcity of stock would be the quickest approach for retailers to finish up on this 12 months’s naughty record.  

  • 47% of respondents stated out-of-stock merchandise topped their record for a nasty purchasing expertise 
  • 63% stated they weren’t keen to attend for an merchandise to be again in inventory earlier than they tried one other model 

“In the pandemic, many retailers in-store stock was depleted or sold out completely,” added Webster. “During the holidays it will be critical for retailers to fill the shelves and use their physical locations both to serve shoppers and as fulfillment centers to handle online orders and get shipments out to customers quickly.” 

Malls stay, however security precautions and masks a should 

Whereas there was a lot dialogue about how indoor malls will fare within the pandemic, customers had been principally unconcerned concerning the location so long as the correct security precautions had been in place. 

  • 18% of customers felt most secure in an indoor mall; 24% in out of doors purchasing venues; and 58% had been high-quality with both with the correct security precautions.
  • 79% stated it was essential to see workers and different clients carrying masks.
  • 82% stated it was essential to see seen cleansing efforts. 
  • 66% of customers famous contactless checkout was essential.
  • 76% famous decreased occupancy ranges in shops as key.
  • 39% of customers additionally stated a scarcity of social distancing would trigger them to have a nasty purchasing expertise.

Oracle Retail consumer research safety

Shoppers get social with new manufacturers

As shoppers spent extra time purchasing on-line throughout COVID-19, the survey discovered that 48% had found new manufacturers on social media. This can be a clear sign to retailers that upping social promoting this vacation season might impression gross sales.

  • 65% of customers found a brand new model by way of Fb
  • 53% by way of Instagram 
  • 49% by way of YouTube
  • 29% by way of TikTok

Oracle Retail consumer research social media

The supply nightmare earlier than Christmas

Whereas retailers experiment with various retrieval choices, house supply continues to be the best choice amongst shoppers. This might current a supply nightmare as delivery occasions will naturally get prolonged attributable to quantity. To ease anxiousness, 73% of shoppers stated real-time updates on merchandise location all through the supply course of is essential. Right here’s is how customers plan to retrieve on-line purchases:

  • 66% of respondents choose house supply. 
  • 18% will purchase on-line and choose up in-store (BOPIS).
  • 16% will purchase on-line and choose up curbside.

“Every parent nervously waiting for their child’s holiday gift to arrive will attest that transparency from retailers is an absolute must,” famous Webster. “Brands have to have the systems in place to communicate with customers every step of the way – from ordering through to delivery.”

Shifting from browser to purchaser

When purchasing on-line or in-store, shoppers cited these causes for shifting from a browser to a purchaser:

  • 55% an incredible value.
  • 49% particular presents or reductions (resembling purchase one, get one free).
  • 25% speedy availability and quick delivery time.
     

Whereas everybody world wide continues to navigate the uncertainty of COVID-19, Oracle Retail is dedicated to supporting your small business and to offering continuity of service by means of this difficult time. Visit the Oracle Retail COVID-19 Resource Center. Oracle offers retailers with a whole, open, and built-in platform for main retail options, cloud companies, and {hardware} which can be engineered to work collectively.



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