We use cookies to provide you with a better experience. By continuing to browse the site you are agreeing to our use of cookies in accordance with our Cookie Policy.
  • ::COVID-19 COVERAGE::
  • INDUSTRY PRESS ROOM
  • ABOUT
  • CONTACT
  • MEDIA FILE
  • Create Account
  • Sign In
  • Sign Out
  • My Account
Free Newsletters
  • MAGAZINE
    • Current Issue
    • Archives
    • Digital Edition
    • Subscribe
    • Newsletters
    • Mobile Apps
  • TRANSPORTATION
  • MATERIAL HANDLING
  • TECHNOLOGY
  • LIFT TRUCKS
  • PODCAST ETC.
    • Podcast
    • Blogs
      • Analytics & Big Data
      • Best Practices
      • Dispatches
      • Empowering Your Performance Edge
      • Logistics Problem Solving
      • One-Off Sound Off
      • Public Sector Logistics
      • Two Sides of the Logistics Coin
      • Submit your blog post
    • Events
    • White Papers
    • Industry Press Room
      • Upload Your News
    • New Products
      • Upload Your Product News
    • Conference Guides
    • Conference Reports
    • Newsletters
    • Mobile Apps
  • DCV-TV
    • DCV-TV 1: News
    • DCV-TV 2: Case Studies
    • DCV-TV 3: Webcasts
    • DCV-TV 4: Viewer Contributed
    • DCV-TV 5: Solution Profiles
    • MODEX 2020
    • Upload Your Video
  • MAGAZINE
    • Current Issue
    • Archives
    • Digital Edition
    • Subscribe
    • Newsletters
    • Mobile Apps
  • TRANSPORTATION
  • MATERIAL HANDLING
  • TECHNOLOGY
  • LIFT TRUCKS
  • PODCAST ETC.
    • Podcast
    • Blogs
      • Analytics & Big Data
      • Best Practices
      • Dispatches
      • Empowering Your Performance Edge
      • Logistics Problem Solving
      • One-Off Sound Off
      • Public Sector Logistics
      • Two Sides of the Logistics Coin
      • Submit your blog post
    • Events
    • White Papers
    • Industry Press Room
      • Upload Your News
    • New Products
      • Upload Your Product News
    • Conference Guides
    • Conference Reports
    • Newsletters
    • Mobile Apps
  • DCV-TV
    • DCV-TV 1: News
    • DCV-TV 2: Case Studies
    • DCV-TV 3: Webcasts
    • DCV-TV 4: Viewer Contributed
    • DCV-TV 5: Solution Profiles
    • MODEX 2020
    • Upload Your Video
Home » Retailers are failing to meet customer expectations, study shows
newsworthy

Retailers are failing to meet customer expectations, study shows

October 21, 2019
DC Velocity Staff
No Comments

Retailers are failing to meet customer expectations and often miss the mark when it comes to delivery, convenience, and the in-store experience, according to a study from business technology provider Oracle Retail, released earlier this month.

Oracle Retail surveyed 15,800 consumers and 210 retailers globally for its Setting The Bar study on the retail environment. The researchers found that retailers and customers don't see eye-to-eye on many aspects of the shopping experience—an especially troubling problem at a time when the lines between online and in-store shopping are blurring.

"Consumer expectations are perpetually in flux, with each positive experience setting a new bar for success in retail," Mike Webster, senior vice president and general manager, Oracle Retail, said in a statement announcing the study results. "No matter if they're enjoying the convenience of ridesharing, browsing through a seamless in-app experience, or walking into a brick-and-mortar storefront, customers expect the same caliber of service in all interactions, upping the stakes for retailers as they compete with rival brands and new business models."

Among the "disconnects" between retailers and customers, the study found that:

  • Although 57% of retailers surveyed said returning products is "very easy," the same share of consumers (57%) disagreed and rated the return process as a "complete hassle" or said it "could be easier."
  • Shoppers and retailers are split on what constitutes their most important in-store experiences; 56% of consumers rate convenience, such as having their size in stock, as the top priority, while only 34% of retailers noted it as such.

The study also found that faster, more convenient delivery continues to reign supreme in the retail environment:

  • More than 90% of consumers said they want free one-day delivery by whatever means is fastest, including drone, driverless car, or a messenger. This is more than double (43%) the share of consumers who felt these delivery mechanisms would be 'awesome' when asked just last year. 
  • If they don't receive their delivery on time, 13% of consumers said they would never order from that retailer again.

Oracle Retail polled consumers and retailers in Europe, Asia-Pacific, Latin America, and North America earlier this year for its Setting the Bar research.

Omnichannel
KEYWORDS Oracle
  • Related Articles

    AGL Report: U.S. CEOs Focusing on Supply Chain Agility to Meet Rising Customer Expectations

    Kuebix Helps Companies Better Meet Customer Expectations

    Want more online business? Improve your returns process, study shows

Recent Articles by DC Velocity Staff

CMA/CGM to add LNG-powered ships to U.S. service

Buyers could target warehousing and fulfillment operations in 2021, investment bank says

North American entries rank high in Toyota Material Handling design contest

You must login or register in order to post a comment.

Report Abusive Comment

Most Popular Articles

  • Relaxed regulations for drone parcel delivery to take effect in March

  • Gartner survey signals increased investment in resilience over the next two years

  • Increasing Urgency for Vaccine Supplies Drives Launch of New Vaccine Manufacturing Resources on Thomasnet.com

  • IBM survey says digitalization trends will sweep trucking industry by 2030

  • What Level of Automation is Right for Your Warehouse?

Now Playing on DCV-TV

Ef7899d1 1c83 487b 9291 8af692931c96

myQ Dock Management

DCV-TV 4: Viewer Contributed
Introducing myQ Dock Management. Connect your loading dock equipment and iDock Controls from Poweramp, McGuire, or DLM to the cloud and view your loading activity online with myQ Dock Management.Facilities with myQ can monitor the real-time status of their docks and be proactive in improving efficiency and safety. ...

FEATURED WHITE PAPERS

  • Time to rethink your lift truck power

  • Warehouse Management System Project Toolkit

  • Solving Talent Management Challenges Now and In the Future

  • Shaping Up Last Mile Delivery to Surpass Customer Expectations

View More

Subscribe to DC Velocity Magazine

GET YOUR FREE SUBSCRIPTION
  • SUBSCRIBE
  • NEWSLETTERS
  • ADVERTISING
  • CUSTOMER CARE
  • CONTACT
  • ABOUT
  • STAFF
  • PRIVACY POLICY

Copyright ©2021. All Rights ReservedDesign, CMS, Hosting & Web Development :: ePublishing