Third of consumers would rather 'wash dishes' than shop in-store
Four in ten (40 percent) claiming shopping in-store is a chore and a third (32 percent) saying they would rather be at home washing the dishes.
This is the finding of a report published today by Capgemini's Digital Transformation Institute, titled "Making the Digital Connection: Why Physical Retail Stores Need a Reboot."
The study of 6,000 consumers and 500 retail executives from nine countries (United States, China, Germany, France, United Kingdom, Italy, Spain, the Netherlands and Sweden) highlights a growing divide between retailers and consumers on the importance of physical stores: while 81 percent of retail executives see the store as important, less than half of consumers (45 percent) agree.
Shoppers are frustrated by in-person retail experiences that have not only failed to keep pace with developments in online shopping but are also disconnected from online stores.
Dissatisfaction is highest in Sweden and Spain (54 percent and 49 percent respectively say bricks-and-mortar shopping is a chore) and lowest in China and the U.S. (29 percent and 31 percent respectively).
More than half (54 percent) of the retail executives surveyed admit that they have been slow to digitize their physical stores and consumers' in-store frustrations are rooted in not having access to features now commonplace on online stores. ■