Salesforce conducted a survey of 3,500 consumers from around the world to understand consumer behaviors, needs , and expectations in the marketplace as they have evolved in recent months due to COVID-19 .
So, let's see how COVID-19 has changed shopping behavior in the United States:
COVID-19 has impacted shopping in physical stores: Safety is a priority
According to the survey, 62% of respondents in the US claimed to be making fewer purchases in physical stores compared to what they were making before the start of the COVID-19 pandemic.
The research shows that consumers have increased their use of the following shopping behaviors, all of which show a preference for e-commerce over in-store shopping:
- Contactless delivery
- Contactless payments
- Self-checkout
- Online shopping
- Subscription services
- Automated retail stores
- Shopping through social media
shopping will continue to grow even with the safe opening of physical stores
Consumers are increasingly turning to e-commerce. 44% of respondents said they are making more purchases online. 68% said they will continue to buy essential products online . even after the COVID-19 threat subsides
Younger people, who are more familiar with technology, are more likely to choose online shopping. However, the survey showed that older consumers (57%) also turn to online shopping.
The survey also revealed that 52% of consumers are willing to pay for virtual versions of products or servicesthat are traditionally delivered in person.
Additionally, 71% of high- income anticipate more online shopping in the future, as do 68% of middle-income respondents and 65% of low-income respondents.
Consumers prioritize safety and health: They demand safety measures when shopping in physical stores
What are consumers asking for to return to physical stores?
- Social distancing measures
- Required personal protective equipment for workers
- Required personal protective equipment for customers
- COVID-19 tests
- Vaccine for COVID-10
- Treatment for COVID-19
- Assurance from local government that markets are safe
- Government assurance that markets are safe
Stores must maintain social distancing measures and have hand sanitizers, wipes , etc. Also, the number of people who can be in the store should be controlled, barriers should be placed that allow for social distancing, etc.
