Consumers are putting the squeeze on retailers when it comes to delivery costs and speed, according Deloitte’s 32nd Annual Holiday Survey of consumer spending intentions and trends.
Free shipping is a favorite; Shoppers say bah-humbug to paying extra for faster delivery
Fast and free top reasons to buy online, pick up in store
After fast deliveries, consumers want many happy returns
Convenience and selection put online channels at the top of everyone’s “nice” list
“It only took a few holiday seasons for people to change their expectations of retailers throughout the entire shopping journey — from search and inspiration to product variety, availability and price, to delivery and even returns,” said Rod Sides, vice chairman, Deloitte LLP and U.S. retail, wholesale and distribution leader. “The online experience has also redefined people’s expectations of the physical store. In the survey, people told us online channels outperform stores when it comes to finding unique items and products that are high-quality and ones they trust. At one time, online excelled primarily on price followed by convenience, but now, it’s outpacing the store experience across all attributes during the holiday season.”
The full survey results can be found here (https://www2.deloitte.com/content/dam/Deloitte/us/Documents/consumer-business/us-cb-holiday-survey-report-2017.pdf). For more information about Deloitte’s “2017 Annual Holiday Survey,” including the full report and infographic, visit here (https://www2.deloitte.com/us/en/pages/consumer-business/articles/holiday-retail-sales-consumer-survey.html?id=us:2el:3pr:hol17:eng:retail:102517).
About The Survey
This survey was developed by Deloitte and conducted online by an independent research company Sept. 6-18, 2017. A national sample of 5,085 consumers aligned with the U.S. Census for age and income was polled which has a margin of error for the entire sample of plus or minus 1 to 2 percentage points.
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