1、Retail Trends Report 2018 Shop Smarter FOREWORD Its been a turbulent and challenging year for retail but with that comes significant opportunity. Whereas online shopping has seen sustained investment over the past decade, its now apparent that the in-store experience is making a prolific comeback! W
2、ith statistics clearly demonstrating that getting shoppers in to stores will result in increased basket sizes and a more loyal customer base, the emphasis throughout 2018 and beyond will be squarely on enhancing the customer experience. This is clearly evidenced by the Worlds largest online retailer
3、 investing substantially in bricks and mortar. It is therefore more important than ever that retailers solve and eradicate the age old problems that have consistently been seen as a downside when compared with online shopping. It is statistically proven that if retailers can combine all the major be
4、nefits of online shopping with the widespread appeal of the in-store experience, then their customer base will grow, shopping frequency will increase, and basket sizes will get exponentially bigger. For the first time, a simple to use and seamless technological solution is now commercially available
5、 to all retailers. Ubamarket is an entirely white labeled app (native to both iOS and Android) which enhances the entire in-store experience for everyone and solves all of the major peeves experienced by shoppers in 2018. The app enables customers to write their shopping list (guiding them to each i
6、tem), scan however, despite their common introduction as a means of diminishing the need for a storefront or bricks and mortar outlets, industry research is proving this to be a widely misunderstood notion. Culminating over the course of the last five years, the UK consumers desire for physical supe
7、rmarkets has in-fact reached an all-time high - in the case of the food-retail space it is positioned at the epicentre of a steadily evolving omni-channel experience. This desire however can only be catered for effectively if retailers understand how to navigate the ubiquitous crossover between digi
8、tal and physical retail appropriately. In isolation, both online and offline models serve an inherently flawed shopping experience, with a clear and distinct call to action for retailers to innovate around the actual trends and behaviours defining a future- proof supermarket of 2018 the death of the
9、 high street and the PhysiCal shoPPing exPerienCe The high-street is a British institution, but the act of physical shopping has been under threat since online retail came to prominence. In 2012, Saatchi as reflected by the 38% of online shoppers who are frustrated by being unable to select their ow
10、n fresh produce and the 66% of Britons frustrated by the supermarket. The 69% of UK adults and 82% of 18-34 year olds that would embrace a hybrid solution combining the benefits of online with the in-store shopping experience is testament to this. A failure to acknowledge the needs of the disillusio
11、ned shopper could reduce footfall at bricks and mortar outlets and minimise spend online, driving consumers to the other amenities such as food delivery services. Although initial statistics postrecession saw us shopping little and often, the 2016 findings from Ubamarket suggest that consumer peeves
12、 are resulting in over a quarter of UK adults reducing the frequency of their online and offline food shopping. This was reflected by data from the Confederation of British Industry (CBI) which showed that retail sales dropped sharply in the weeks following the EU referendum and, in July 2016, the B
13、DO monthly High Street Sales Tracker recorded 0% growth, confirming a sixth successive month of no growth for British retailers. The reduction in visits to the supermarket and shopping online has also coincided with the decline in sales for the UKs big four supermarkets. In August 2016, data from Ka
14、ntar Worldpanel revealed that all four of the UKs major stores saw sales decrease in a 12-week period. Although discount chains Lidl (+12.2%) and Aldi (+10.4%) enjoyed a successful three months, Tesco (-0.4%), Sainsburys (-0.6%), Morrisons (-1.8%) and Asda (-5.5%) all witnessed a decline in sales fi
15、gures. These are troubling statistics for a country once citied as a “nation of shopkeepers” and if we are to revive grocery retail in a period of decline, then listening to the needs of the consumer and responding with innovation that meets their demands could be the solution. The high number of di
16、sillusioned younger consumers (18-34 year olds) is a troubling statistic for the future of food retail. Given that this age bracket will serve as our next generation of shoppers, the British high-street and the online supermarket model are both reliant on their satisfaction in order to prosper. As a
17、round 4.2 million young shoppers have already reduced the frequency of their food shops and are subsequently turning their backs on the supermarket, this does not bode well for food retails prospects. When asked if consumers would embrace a hybrid solution that combined the efficiency of online reta
18、il and the benefits of in-store shopping, with the addition of automatic loyalty points, this age group was the most receptive. Over four fifths (82%), or 11.9 million 18- 34 year olds, would use such a product, whilst 69% of UK adults overall would welcome a solution like this. Although as of June
19、2016, Waitrose began to implement an app to allow shoppers to scan barcodes as they shop in-store, very few food retail brands have embraced a solution to fully acknowledge the consumers grievances towards the in-store user experience. As the in-store and online experiences have failed to meet shopp
20、ers needs and prompted a decline in grocery shopping towards the latter 27% have reduced the frequency of their grocery shops 82% of 18-34 year olds would use a solution combining the benefits of online with in-store shopping CASHLESS SOCIETY - HOW CUSTOMERS WILL PAY IN 2018 restaurants, newsagents,
21、 cafes or bars that only accept cash. Moreover, 32% of Brits actually select online or high-street retailers based on how easy it is to pay for items. The nations frustration towards outdated in-store queuing is also revealed to be directed towards self-scan machines, with 48% of shoppers frustrated
22、 by the current iteration of self-payment infrastructure in Britains retail outlets. In app payment is found to be a timely solution, with 41% of us the equivalent of 21.1million Brits expecting that all payments will be processed via mobile devices in the future. According to the research, in app p
23、ayment is already the preferred method for one fifth of all shoppers, rising to over a third of millennials. Will Broome, CEO of Ubamarket, commented on the findings: “Over the past decade, major retailers have taken some strides to use tech to improve in-store shopping. However, todays research rev
24、eals that long payment queues remain a significant challenge, ruining millions of shopping trips and costing the sector significant revenue. Despite the rise of online shopping, it is clear that retailers must invest in their in-store shopping experience to maintain shoppers loyalty in the competiti
25、ve market of 2017.” CUSTOMERS EXPECT IN-APP PAYMENT UK shoppers reveal that traditional checkouts are fast becoming redundant THREE QUARTERS of shoppers abandon purchases due to long queues a fifth refuse cash-only retailers Rapid payment and mobile solutions key for millennials 21.1 million people
26、(41%) believe all payments will be done via mobile devices in the future The figures jumps to 53% among millennials 32% of people pick an online or high- street retailer based on how easy it is to pay for items Over 10 million people (20%) will consciously avoid shops, restaurants, newsagents, cafs
27、or bars that only accept cash Nearly half (48%, or 24.6 million people) hate using self-scan machines 20% of UK adults say in-app payments are their favourite method of paying for items This rises to 34% among 18-34 year olds 73% of UK consumers 37.5 million people have changed their mind and decide
28、d not to buy something having seen the size of a queue in a shop. 53% of shoppers find queues the most frustrating thing about the retail experience Shoppers across the UK are turning away from time- consuming face-to-face interactions with check out staff in favour of rapid payment methods. With su
29、permarkets slow to adapt, todays research has found 37.5 million (73%) shoppers across the nation have changed their mind and decided not to buy something after seeing the size of a shops queue. Furthermore the survey also revealed that ease of payment has become make or break for retailers seeking
30、to gain and maintain shoppers custom. Ubamarkets research found that retailers risk frustrating would be customers by maintaining archaic payment methods over 10 million of us will consciously avoid shops, 73% 20% 20% 32% 48% 41% Ubamarkets research found that retailers risk frustrating would-be cus
31、tomers by maintaining archaic payment methods over 10 million of us (20%) will consciously avoid shops, restaurants, newsagents, cafs or bars that only accept cash. Moreover, 32% of Brits actually select online or high- street retailers based on how easy it is to pay for items. The nations frustrati
32、on towards outdated in-store payments also extends to self-scan machines, with 48% of UK shoppers frustrated by the current iteration of self- payment infrastructure in Britains retail outlets. In app payment is found to be a timely solution; 41% of us the equivalent of 21.1million people expect tha
33、t all payments will be processed via mobile devices in the future. According to the research, in app payment is already the preferred method for one fifth of all shoppers, rising to over a third of millennials. HOW DO BRITS LIKE TO PAY Cash is a currency of the past: UK shoppers turn back on self-ch
34、eckouts, cashiers and notes in favour of in-app payments Cash-only retailers lose out on TEN MILLION consumers Nearly half the nation believe all payments will be made in-app by 2022 21.1 million people (41%) believe all payments will be done via mobile devices in the future The figures jumps to 53%
35、 among millennials 32% of people pick an online or high- street retailer based on how easy it is to pay for items Over 10 million people (20%) will consciously avoid shops, restaurants, newsagents, cafs or bars that only accept cash Nearly half (48%, or 24.6 million people) hate using self-scan mach
36、ines 73% of UK consumers 37.5 million people have changed their mind and decided not to buy something having seen the size of a queue in a shop 53% of shoppers find queues the most frustrating thing about the retail experience 20% of UK adults say in-app payments are their favourite method of paying
37、 for items This rises to 34% among 18-34 year olds Shoppers across the UK are turning away from time- consuming checkout queues and towards rapid payment methods, new research has found. The 2018 Retail Trends report found that 73% of shoppers across the nation the equivalent of 37.5 million people
38、have changed their mind and decided not to buy something after seeing the size of a shops queue. The nationally representative study by the retail app also revealed that ease of payment has become a make-or-break factor for retailers seeking to gain and maintain shoppers. 20%20%73% 32%48%41% BRITS L
39、OVE LOYALTY (DELIVERED IN THE RIGHT WAY) their loyalty cards and would not know how to find out. The findings come as research shows that a massive 6 billion sits unclaimed in loyalty accounts with the UKs leading retailers. Furthermore, a huge number of people also stated that they are frustrated w
40、ith card-based loyalty schemes. With a quarter of shoppers (25%, or 12.83 million people) saying they regularly forget their loyalty card, consumers have claimed that the current system is “inefficient” and needs changing this figure jumps to 38% among millennials. CLUMSY LOYALTY SYSTEMS PUSH SHOPPE
41、RS OUT OF STORE AND ONLINE Furthermore, a huge number of people also stated that they are frustrated with card-based loyalty schemes. With a quarter of shoppers (25%, or 12.83 million people) saying they regularly forget their loyalty card, consumers have claimed that the current system is “ineffici
42、ent” and needs changing this figure jumps to 38% among millennials. As a result of the inefficiencies of in- store loyalty schemes, 21% of UK adults said they are opting to shop online so they can easily track their spend and receive loyalty points automatically. Millennials are even more likely to
43、turn away from in- store shopping, with 35% of those aged between 18 and 34 saying they prefer to go online for the loyalty benefits it provides. Will Broome, Founder and CEO of Ubamarket, commented on the findings: “Loyalty schemes have a huge amount to offer consumers that is why so many of us are
44、 signed up to vast numbers of them and are drawn to certain retailers over others. But the way people collect, track and reclaim points through these schemes is horribly out-dated.” BRITS LOVE LOYALTY POINTS Half of UK consumers choose a retailer because of loyalty points A points- obsessed nation:
45、13 MILLION are clueless on the value of their loyalty cards, with 30 MILLION signed up to more than THREE schemes a third losing track of how many schemes theyre signed up to 6 BILLION sits gathering dust in loyalty accounts 12.8 million Brits regularly forget their loyalty cards and slam the system
46、 as “inefficient” 21% of shoppers across the UK 10.78 million people say they prefer to shop online so they can track their spend and automatically receive loyalty points This figure rises to 35% among those aged between 18 and 34 25% of UK adults say they have no idea how many points they have on t
47、heir loyalty cards or how they would find out 6 billion sits unclaimed in loyalty accounts with the UKs leading retailers This years Retail Trends Report research reveals the true extent of the UKs love-hate relationship with retail loyalty schemes. The white label supermarket app commissioned a sur
48、vey among more than 2,000 UK adults, uncovering that the majority of consumers (59%) are signed up to at least three different loyalty schemes. Moreover, almost half (46%) of shoppers said they choose to buy items in certain shops over others based on the points they can earn through a stores loyalt
49、y scheme. CONSUMERS COMMITTED YET CLUELESS ON POINTS COLLECTED However, despite the significant impact loyalty schemes evidently have on consumers spending habits, Ubamarkets nationally- representative study uncovered mass frustration with the current system. Three tenths (30%) of UK adults the equivalent of 15.4 million people say they have lost track of how many loyalty schemes they are a member of, while 25% said they have no idea how many points they have on However, 30% of shoppers say they have lost track of how many loyalty schemes they
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