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Study Finds Retail Stores Remain Critical for Discovery, Experience, and Fulfillment

15 Oct 2019 · 1 min

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1:00

A Salesforce study of 10,000 consumers found 62% buy more than intended in physical stores, while 25% have left after a bad experience. Shoppers still value touching products and getting immediate availability, though 59% now use online ordering for in-store pickup.

Questions this video answers

10,000 global consumers

1) To touch and feel merchandise; 2) Overall in-store experience; 3) To get merchandise immediately; 4) To take advantage of in-store discounts; 5) To avoid shipping fees.

62%

25%

59%

Chapters

Don't believe some of those headlines. Brick and mortar is here to stay, but the role of the store is evolving, according to a new study of 10,000 global consumers. These are shoppers top five reasons for shopping in a physical store. First, to touch and feel the merchandise. Second, the overall in store experience. Third, to get merchandise immediately. Fourth, to take advantage of in store discounts and finally fifth, to dodge those shipping fees. What else did our study uncover about in store preferences? 62% of consumers tend to buy more than intended while shopping in a physical store, 25% of shoppers have taken their business elsewhere after a bad in store experience and 59% have purchased a product online for in store pickup. That's the power of click and collect. Stores are still critical for discovery, experience and fulfillment. Want more data on what shoppers really want from Brick and Mortar? Download the new Connected Shoppers report from Salesforce.