30% want retailers to make the experience more interesting

In-store shopping remains an important part of life for many consumers and is the preferred channel for 46%. In Australia, where bricks-and-mortar retail still plays a central role, it’s a particularly strong driver of customer engagement and loyalty. Retailers are responding by investing more in their stores, particularly by improving the in-person payment experience. As always, meeting (or exceeding) shopper expectations is a critical success driver. While consumers clearly value seamlessly connected physical stores, many retailers have yet to fully leverage them as powerful drivers of engagement, revenue, and brand experience.

For Australian businesses, this represents a crucial opportunity to differentiate. With fierce competition across channels, those who optimise their physical environments not only meet but exceed shopper expectations — driving deeper engagement, increasing brand loyalty, and ultimately lifting revenue.