Where Consumers Shop for Pet Care

Key Findings

Global pet care thrives amid novel COVID-19 conditions

Global pet care demand has proved more than resilient in 2020 as the COVID-19 pandemic began to redefine lifestyles, market conditions and retailing. As the COVID-19 pandemic and social distancing measures forced people to be largely confined to their homes, more companionship and bonding was sought with pets. An accelerated pet humanisation trend and surge in pet adoptions led to a globally positive year for the industry.

Pandemic propels e-commerce to top position in pet care retail

The pandemic caused major channel shifts in 2020; primarily accelerating the migration of pet care retail sales from physical to digital stores. For the first time, e-commerce became the largest pet care channel as pet owners minimised their physical shopping trips. These changes will reshape retailing to 2025, with stores having to draw customers back in and newer ways of engaging with consumers online emerging such as via social commerce and livestreaming.

Grocery retailers favoured over specialists

Amid reduced mobility, supermarkets and discounters enabled all-in-one grocery trips including most pet care products; deemed essential. Pet speciality stores and vet clinics were avoided, in some cases closed. Pet superstores declined most noticeably in North America while pet shops had their biggest setback in Latin America and Asia where they are significant.

Going omnichannel has become a necessity

Grocery retailers and pet specialists can no longer ignore pet care online shopping. Investing in digital presence and offering, such as Petco’s same-day delivery, will be key to standing out in an increasingly competitive environment. Conversely, developing the physical shopping experience for an online player can cement awareness, trust and loyalty among pet owners.

Pet care needs to be sold as a comprehensive service

A key trait of future pet care retail is a wholesome approach to engaging with pet owners. The pandemic has rendered the accessibility of health treatment and other services such as pet sitting, training or dog walking even more key to pet owners. Propositions such as Chewy’s telehealth service for regular customers in the US or dog walking by Petlove in Brazil will increasingly appeal to pet owners for their convenience and help customer retention.