Study Shows 1 In 4 Consumers Feel They Are Getting A Personalized Shopping Experience

Newly released Omnicommerce Tracker shows how merchants are falling behind when it comes to providing customers with a personalized retail experience

BOSTON--()--Customer demand is driving the push toward increased personalization, but many retailers are coming up short in this area, with only 26 percent of consumers feeling they are receiving a personalized retail experience, according to the latest Omnicommerce Tracker study.

This study, done collaboratively with Vantiv, a leading payment processor, features industry-spanning research and insights that arm retailers with data to make smarter decisions for enabling omnichannel commerce. The study provides comprehensive data of how companies are engaging, enabling and serving their customers.

While a study from TimeTrade entitled “Personalization In Retail: A Reality Check” revealed the majority of consumers are not receiving the personalization they want, it also showed more than 50 percent of merchants are confident they are already providing a personalized experience to their customers.

It’s clear that in-store shopping is still commonplace, with nearly 90 percent of all transactions happening in person. That said, investments in store associates and technology are lagging. With nearly 50 percent of associates saying they don’t have enough knowledge about the products and services they’re selling, this lack of information has led more than 50 percent of employees to lie to a consumer.

When it comes to enabling customers, a Nielsen report found that 72 percent of mobile shoppers research products before buying them. 62 percent of respondents also said they want to see images more than anything else while conducting their online research.

Other highlights in the tracker include:

• One-third of all restaurants have smartphone apps.

• An exclusive interview with Scott Reich, co-founder of New York-based startup OurHarvest, which is on a mission to bring farmers and customers together digitally.

• News from around the omnicommerce world about how consumer demand is fueling progress, including studies about the impending future of retail, and a look at advancements being made by eCommerce giants.

To get exclusive insights, download the complete PYMNTS Omnicommerce Tracker.

About is reinventing the way in which companies share relevant information about the initiatives that shape the future of payments and commerce and makes news. This powerful B2B platform is the #1 site for the payments industry by traffic and the premier source of information about “What’s Next” in payments and commerce. It provides an interactive platform for companies to demonstrate thought leadership, popularize products and, most importantly, capture the mindshare of global decision-makers. For more information, visit the PYMNTS website.

Alexander Terzian, 774-219-6132

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