2019 State of Retail Report

SHIFT’s 2019 State of Retail Report contains what we believe to be the largest consumer survey ever produced about the state of omnichannel retail in the UK. In January 2019, we asked over 11,000 British consumers what they believed to be the most important services that omnichannel businesses could offer in order to meet their expectations.

2019 State of Retail Report

The resounding message from British consumers is that they’re still waiting for traditional retailers to give them a compelling reason to make a journey to the high street, and our research shows there are huge benefits to be gained from delivering against this expectation.

By The Numbers

43%

of respondents

Believe customer service has worsened in the last decade

9 in 10

say C&C must be free

67.1% would not shop with retailers that charge for it

62%

say shops must work harder

Consumers demand more for time and cost spent visiting

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2019 State of Retail Report

The resounding message from British consumers is that they’re still waiting for traditional retailers to give them a compelling reason to make a journey to the high street, and our research shows there are huge benefits to be gained from delivering against this expectation.

What to expect from this report

20 questions asked

20 questions asked

From our queries, our panel of 10,000 British consumers says which retail options are important to them, before giving their opinions on issues that make them want to shop with UK retailers.
Nine services ranked

Nine services ranked

Our report orders key services – including C&C, store stock check and omnichannel experience – in order of importance. Findings are broken down by gender and age, highlighting both major demands and several surprises.
Expert insights

Expert insights

The SHIFT team breaks down the report’s findings with articles discussing the biggest issues facing UK retailers in the coming years – ahead of one of the most unpredictable periods faced by British commerce.