The 2018 State of Omnichannel Retail Report

In the first SHIFT report − the biggest of its kind − we focus our sights on one of the most important factors in modern retail: the omnichannel experience.

The 2018 State of Omnichannel Retail Report

We explore which aspects of omnichannel are considered to be the most important by British consumers, and examine the correlation between awareness of, and demand for, certain services.

By The Numbers

71%

demand store stock check

Over two-thirds named specific store stock check as "important" or "extremely important"

41 hours

Average ready time for C&C orders

Figure based on the leading 100 UK retailers

25%

of offline shoppers want fraud guarantees

to convince them to try shopping online

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The 2018 State of Omnichannel Retail Report

We explore which aspects of omnichannel are considered to be the most important by British consumers, and examine the correlation between awareness of, and demand for, certain services.

What you can expect from this report

Omnichannel demand

Omnichannel demand

We take an in-depth look into the factors that consumers believe are critical to a consistent and enjoyable shopping experience, placing a firm focus on the demand for an omnichannel approach.
Service importance

Service importance

The State of Omnichannel Report looks into a range of core delivery and collection services to establish which are the most important to the modern customer - and what is expected as standard.
Open methodology

Open methodology

Our commitment to open and transparent methodology means you'll get the clearest insight into our data.