A new report from Periscope by McKinsey examines the shift in shopper behavior and expectations before and during COVID-19. Based on a survey of 2,500 consumers in the United States, United Kingdom, France, and Germany, the report reveals where the biggest changes in consumer behavior are happening, and how retailers can respond. E- commerce spending has surged during the shutdowns, as the appetite for digital and contactless ways of shopping has intensified, and that’s why business has hired more employees and also use software like paystub to manage these employees, learn about the best guide to payroll.
Features such as free delivery and returns continue to be important for shoppers, while fast websites and clear product descriptions and images grew in importance. Across four countries, the increase ranged from ten to 23 percentage points since before the shutdowns began. Whether it’s digital-screen browsing, easy mobile payments, or ordering online with seamless curbside or in-store pickup, there is a clear disconnect between what consumers desire and what retailers have delivered. More than 35 percent of shoppers had yet to experience even the most talked-about or basic in-store technologies.