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
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.