Online shopping vs brick & mortar

Question 1

If the item you want is available both online and in a nearby store, where do you prefer to purchase it
__% in store
__% online

Answer 1

If the item you want is available both online and in a nearby store, where do you prefer to purchase it
75% in store
25% online

Question 2

What buyers like the most about in-store shopping
I like to touch and feel products before I buy: __%

I like the personal experience of having a store assistant help me: __%

I shop in stores to take advantage of in-store promotions and sales: __%

Answer 2

What buyers like the most about in-store shopping
I like to touch and feel products before I buy: 72%

I like the personal experience of having a store assistant help me: 29%

I shop in stores to take advantage of in-store promotions and sales: 43%

Question 3

In 2017 do you plan to shop in stores as often as you did last year

__% as often
__% more often
__% Less often

Answer 3

In 2017 do you plan to shop in stores as often as you did last year

70% as often
14% more often
16% Less often

Question 4

In 2016 how much of your total retail shopping did you do in stores, excluding grocery stores
25%: __%
50%:__%
75%:__%

Answer 4

In 2016 how much of your total retail shopping did you do in stores, excluding grocery stores
25%: 18%
50%:38%
75%: 44%

Question 5

What channels do you feel provide good customer service?
In-store \_\_%
Web \_\_%
Email \_\_%
Call center \_\_%
Social Media \_\_%
Mobile/text \_\_%
Kiosk \_\_%
None of these \_\_%

Answer 5

What channels do you feel provide good customer service?
In-store 75%
Web 38%
Email 31%
Call center 26%
Social Media 24%
Mobile/text 21%
Kiosk 14%
None of these 5%

Question 6

How often do you browse online and then go into a store to complete a purchase 
\_\_% never
\_\_% all of the time 
\_\_% most of the time
\_\_% sometimes

Answer 6

How often do you browse online and then go into a store to complete a purchase 
10% never
15% all of the time 
26% most of the time
50% sometimes

Question 7

Do you feel retailers are providing a personalized shopping experience?

__% all of the time
__% most of the time
__% sometimes
__% never

Answer 7

Do you feel retailers are providing a personalized shopping experience?

15% all of the time
36% most of the time
40% sometimes
9% never

Question 8

How often do you need help in a store but canot find the right person to assist you?
every time \_\_%
Most of the time \_\_%
sometimes\_\_%
never\_\_%

Answer 8

How often do you need help in a store but canot find the right person to assist you?
every time 10%
Most of the time 20%
sometimes 60%
never 9%

Question 9

If you try on clothes in a dressing room and find that you need a different size or color, but no associate is available to help, how often do you consider abandoning the dressing room and leaving the store?

__% every time
__% some times
__% never

Answer 9

If you try on clothes in a dressing room and find that you need a different size or color, but no associate is available to help, how often do you consider abandoning the dressing room and leaving the store?

21% every time
50% some times
29% never

Question 10

Buyers are willing to pay for great in-store experiences…

__% would be willing to pay more for products or services if they had a highly personalized in-store experience.

Answer 10

Buyers are willing to pay for great in-store experiences…

49% would be willing to pay more for products or services if they had a highly personalized in-store experience.

Question 11

How much more would you be willing to pay for a highly personalized experience?
5% more __%
10% more __%
20% more __%

Answer 11

How much more would you be willing to pay for a highly personalized experience?
5% more 41%
10% more 43%
20% more 16%

Question 12

What do you value most when you are shopping in a retail store?
Prompt service __%
Personalized experience __%
smart recommendations __%

Answer 12

What do you value most when you are shopping in a retail store?
Prompt service 47%
Personalized experience 26%
smart recommendations 17%

Question 13

if you could schedule an in-store appointment (from any device) with a retail associate at a time that is most convenient for you , would you? __% yes

Answer 13

if you could schedule an in-store appointment (from any device) with a retail associate at a time that is most convenient for you , would you? 64% yes

Question 14

If you started a purchase online but then decided to go into the store instead, would you like it if store associates knew items you had put into your online shopping cart so they could help answer any questions? __%

Answer 14

If you started a purchase online but then decided to go into the store instead, would you like it if store associates knew items you had put into your online shopping cart so they could help answer any questions? 70%

Question 15

Would you feel more confident that you were going to receive prompt personal service if you saw that associates in a retail store were collaborating with each other on mobile devices such as tablets and smartphones to help customers? __% yes

Answer 15

Would you feel more confident that you were going to receive prompt personal service if you saw that associates in a retail store were collaborating with each other on mobile devices such as tablets and smartphones to help customers? 60% yes