Professional Documents
Culture Documents
are shoutingare
you adapting?
42%
48%
40%
THIS YEAR
36%
LAST YEAR
LAST
YEAR
THIS
YEAR
MILLENNIALS
58%
Only
of retailers offer
smartphone apps
with purchase
capabilities
89% have
BOOMERS
websites designed
for tablets
93% have
smartphoneoptimized websites
RETAILERS
47%
7%
42%
16%
37%
43%
37%
2015
17%
28%
Only
of retailers provide stock
availability information for specific stores
27%
2016
56%
of retailers have next-day delivery
capabilities, while just 11% can deliver on
the same day.
39%
Only
currently offer click & collect
capabilities, and recent studies suggest that
most retailers are having major problems
with the system.
61%
43%
Percentage of consumers
who have had their grocery
purchases delivered
80%
16%
Only
of retailers automatically
discount items at checkout for loyalty points
or coupons
MILLENNIALS
BABY BOOMERS
In store
Cool
Online
Neutral
Creepy
Cool
Neutral
GLOBAL SHOPPERS
GLOBAL SHOPPERS
75%
19% 6%
46%
35%
19%
45%
29%
26%
44%
35%
21%
42%
33%
25%
41%
26%
33%
40%
30%
29%
36%
25%
38%
29%
30%
Creepy
41%
SPECIAL
OFFER
56%
28%
16%
55%
29%
16%
49%
28%
24%
45%
32%
23%
39%
33%
29%
34%
29%
36%
31%
32%
37%
MILLENNIALS
43%
38%
VS
BOOMERS
27%24%
11%12%
They would provide
contact information
Store environment
(store cleanliness,
etc)
Product selection
(quality, design,
range)
Check out
Pricing/promotion
Delivery options
Interaction with
store staff
Web environment
(layout, navigation,
etc)
Return policies
Ancillary services
(warranties,
installation, financial
services, etc)
Neutral
67%
26%
7%
67%
27%
6%
64%
58%
29%
32%
8%
10%
52%
37%
52%
34%
14%
51%
37%
12%
51%
39%
10%
44%
43%
10%
13%
57%
41%
Google
Facebook
Conclusion
Study Methodology
To obtain customer insights, Accenture
surveyed a global sample of 10,096
consumers in Brazil, Canada, China,
France, Germany, Italy, Japan, Mexico,
South Africa, Spain, Sweden, the UK, and
the US who have shopped online and in
stores in the last three months. Sourced
from panel data, survey respondents were
vetted by ESOMAR, which adheres to
strict international guidelines for market
research. The sample of shoppers came
from seven equally weighted sectors:
apparel; consumer electronics; department
stores; discount, mass, and hypermarket
stores; grocery stores; drug stores; and
home improvement outlets. The survey
represents respondents in terms of
gender, generation, household income
level and place of residence. The survey
screened all shoppers for regular internet
and smartphone use, and has a 95%
confidence level with a margin of error of
plus or minus 1%.
About Accenture
Accenture is a leading global professional
services company, providing a broad range of
services and solutions in strategy, consulting,
digital, technology and operations. Combining
unmatched experience and specialized
skills across more than 40 industries and
all business functionsunderpinned by the
worlds largest delivery networkAccenture
works at the intersection of business and
technology to help clients improve their
performance and create sustainable value
for their stakeholders. With approximately
373,000 people serving clients in more than
120 countries, Accenture drives innovation to
improve the way the world works and lives.
Visit us at www.accenture.com.