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IBM UK Consumer Expectations Study 2016

Executive Summary

Free Shipping Trumps Brand Loyalty Findings from the IBM UK Consumer Expectations Study 2016

In Q3 2016 IBM and Bridge Solutions Group partnered on the UK version of the IBM consumer expectations study. Highlights included:

  • 86% of consumers have chosen not to purchase due to shipping costs
  • 74% of consumers are likely to shop at a competitor if a store is out of stock
  • 78% are likely to buy an out-of-stock item if you can locate it elsewhere or ship it to them

Download the PDF to learn more.

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Document Details

Pages: 7

File Size: 1.22 MB

Year Published: 2017

Author(s): IBM in partnership with Bridge Solutions Group

Abstract

UK retailers face mounting challenges. Free, rapid delivery has undermined years of brand loyalty initiatives. And new competitors, both at home and internationally, combined with undifferentiated, poorly integrated loyalty programmes, threaten to do the same.

In Q3 2016 IBM surveyed 1,500 UK consumers aged 13 to 60+ to discover what today’s consumers consider most important when choosing where to shop. In this executive briefing, we’ll highlight the challenges and provide insight into key areas of opportunity, especially in omni- channel fulfilment.