We use cookies to make your experience better when visiting our website. By continuing to browse the website, you are agreeing to our use of cookies.

Free copy of the Customer Pulse Report 2017

Reports available for the following markets: UK, Germany, Australia, China and Sweden. There is also a European Comparison.

Read these new reports to gain the latest insights into online shoppers buying preferences, behaviour and experiences – how do your omni-channel credentials weigh up?

Report Highlights (from the UK report)

UK online retail grew more than 16% in 2016, fuelled by sales made on smartphones, and similar progress is forecast to be made this year. Retailers are converging the online and offline shopping experiences to meet the ever-increasing shopper expectations, but many of them are struggling to offer a seamless cross-channel shopping experience.

>> Of those consumers who experienced issues, over 1 in 4 consumers received a damaged item.

>> Overall, Click & Collect issues have fallen compared with previous year.

>> Click & Collect usage remains high with nearly 1/3 UK adults using the service and making additional purchases in-store.

>> 68% UK adults have returned items purchased online.

>> More than half of respondents actively use their mobile in-store.

The survey was conducted by YouGov Plc.

Download your free copy of the Customer Pulse report 2017: