Customers Aren't Waiting Patiently for Retailers to Catch up With Their Digital Offerings

As working from home shows no signs of abating, consumers will likely keep the behaviours they’ve adopted over the past 18 months, which means more online shopping and fewer shop visits. Therefore, the retail world must continue to change, and agility and adaptability will be key to success. In this report, Criticaleye Partner, Capita, examines how retailers can keep up with their customers by taking the digital experience to the next level.

Key takeaways:

Customer satisfaction in the retail sector has been declining, with 2020 marking the lowest score in the last 10 years.
13.9 percent of customers experienced a problem with a food retailer, while 12.1 percent experienced problems with a non-food retailer.
Real-time insights and visibility, driven by advanced analytics and AI, will become key requirements for businesses in 2021.

DOWNLOAD INSIGHT

Related Insights

Read, watch & listen to some of the latest thought leadership from our Community.

Inspiring Leaders Podcast: De...

Lucinda Charles-Jones, Non-executive Director & Chair or RemCo for Virgin Money and Rank Group (plus a Criticaleye Board Mentor) and Jim Devine, Group HRD, Spirax Group speak to us about some of the findings of our ...

The Boards' Cyber-Risk Compas...

In this insight, Criticaleye Retreat Partner Palo Alto Networks shares the 10 questions every director should ask to govern, fortify and strategise their organisation’s approach to cyber risk.

The Price of Paralysis

Criticaleye lead Partner AlixPartners paints a stark picture of global volatility, economic fragility, geopolitical shocks and relentless market shifts, in its 2025 'Turnaround and Transformation...