This report summarises findings from the Voice of the Consumer: Digital Survey, which was fielded in March and April 2023. This annual survey of 20,000 consumers explores how new technologies are changing how and where consumers shop. Key topics of exploration include shopper engagement, path to purchase, delivery and fulfilment, and privacy.
This report comes in PPT.
Although consumers still have a preference for engaging with human representatives to address customer service inquiries, social media continues to revolutionise the way consumers interact with brands and retailers, transforming it into a valuable sales tool for businesses.
The influence of digitalisation has permeated almost every stage of the purchasing process. Whether it is researching products, making the actual purchase or completing the payment, digital technologies have become an integral part of the shopping experience.
The delivery process plays a crucial role in online purchases. Despite the common belief that consumers prioritise speedy delivery, what they truly value is a delivery experience that aligns with their expectations, including free delivery, scheduled timing, designated location and convenient return options.
Consumers willingly share personal data for personalised experiences and benefits, but prioritise data security. Responsible data management is expected from brands and retailers, fostering trust and confidence in the digital area.
There is growing consumer interest in new digital experiences, leading to a gradual integration of technologies into consumers’ lives. Businesses and industries are continually adapting to this trend by using technology to create innovative and personalised experiences that cater to consumers’ evolving preferences and expectations.
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