According to a recent survey by x-hoppers, 51% of 2,000 shoppers aged 18 and up prefer in-store shopping, rising to 62% among those aged 55 and older. Shoppers identified top priorities like customer service, inventory, and safety, revealing key trends for brick-and-mortar retailers.
“The survey really highlights what today’s shopper values most: feeling safe, being greeted by friendly staff and finding well-stocked shelves. With so many options between online and in-store shopping, it’s more important than ever for retailers to focus on these essentials to keep customers coming back. Even one small oversight can quickly turn a loyal shopper away. At x-hoppers, we’re here to help retailers create inviting, safe and efficient shopping experiences that keep customers walking through the doors, using our AI-powered solutions to make it happen,” said Ian Rowan, CEO, x-hoppers.
The survey shows that 60% of consumers are willing to travel greater distances for stores with friendly and welcoming staff, highlighting the importance of customer service. However, nearly half (49%) actively avoid retailers with low inventory, reflecting the need for consistent product availability.
Moreover, safety is still the top concern for 81% of shoppers, with five in eight reporting they’ve witnessed theft in-store, emphasising the significance of security in shaping customer preferences.
With in-store shopping projected to represent 80% of global retail sales in 2024 (eMarketer), these findings show an opportunity for retailers to strengthen consumer loyalty by addressing these priorities.