Is your checkout
costing you revenue?

Last year, retailers missed out on £2.6 trillion in revenue, globally. Our latest report reveals how to create a positive shopping experience and avoid losing revenue.

Snapshot Report

The Expectation Gap:
What UK and Irish consumers want vs brand readiness

Discover what consumers want, what brands are planning, and the blindspots in between. The report includes

Insights from 3,000 consumers and 460 businesses
Data insights from the Adyen payments platform
First-hand accounts from leading brands and experts

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Mind the gap

We’ve been operating in a state of ‘normal-ish’ for a few months now. But things aren’t as they were and the experiences of the past couple of years and new learned behaviours won’t be forgotten in a hurry.

To understand what customers want, what brands are planning, and uncover any blindspots in between, we surveyed 3,000 consumers and 460 retail and hospitality brands across the UK and Ireland. The following report is a summary of the findings combined with examples from brands like Joe & The Juice, Aesop, and Fortnum & Mason. The report also includes insights from our recent podcast series: Retail reawakened, which features interviews with BBC’s Claire Bailey, consumer psychologist Kate Nightingale, and Digital Transformation Strategist Craig Crawford.

Key findings

There's a big discrepancy between what consumers want and what brands are prioritising. Below are just two examples, which show that consumers are more enthusiastic about cross-channel returns and environmental impact than businesses think.