The Omnico Retail Gap Barometer 1

The Omnico Retail Gap Barometer was created to chart the gap between consumers shopping expectations in an omni-channel world, and the reality of the experience they receive.

  • 96%said the retailer doesn't know what they like

  • 84%say it is important or essential to have a free returns policy

  • 74%want a quick and convenient shopping experience

  • 31%are frustrated by a poor customer service

We questioned 1,200 consumers in the UK on their shopping experiences and produced a report in September 2016 detailing these results.

This report reveals that shoppers now expect to be able to channel hop between online and physical stores whilst enjoying the same retail experience. Shoppers are demanding more ways to purchase and interact with a retailer, expecting greater product availability than ever before, more relevant information about products that may interest them, and quick and convenient ways of shopping, collecting and returning.

For further information and statistics, please download the full report here

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