Adyen Retail Report ~ Customer survey
Consumer sentiment since the start of the pandemic
65% ~ I prefer to pay using card-based methods instead of cash
41% ~ I used to prefer cash I’ve switched to card / contactless methods
71% ~ I won’t shop with businesses with bad in store or online experiences
25% ~ I previously resisted shopping online but was forced to adopt it
42% ~ I get frustrated with loyalty cards filling up my wallet
63% ~ I’m more likely to choose a retailer with payment-linked loyalty
55% ~ I’m looking forward to shopping in store for pleasure again
73% ~ I’ll keep supporting retailers I relied on during the pandemic
36% ~ I’m going to shop more online than I did before the pandemic
59% ~ I’ll go out of my way to shop with socially responsible retailers
63% ~ I’ll shop more with local retailers as I want them to stay open
54% ~ I’ll be more loyal to a retailer that lets me buy online and return in store
60% ~ I’ll be more loyal to a retailer if out-of-stock items can be shipped home
52% ~ Store layout is important and should be curated more like a gallery
43% ~ I feel more loyal to local brands even when shopping online
62% ~ I go out of my way to visit retailers that make shopping easy
48% ~ I prefer retailers to deliver a tailored shopping experience
We surveyed 25,157 consumers from across Europe, the Americas, and Asia Pacific. What’s clear across all markets is that experience is a critical decision-driver.
Each square represents all the question's respondents. The inner rectangles are scaled according the distribution across the possible answers.
All respondents
Strongly Agree / Yes
Agree
Neither agree nor disagree / Don’t know
Disagree
Strongly Disagree / No
62% ~ My expectations have increased as retailers have proved they can adapt
73% ~ Retailers should continue to sell across multiple channels
73% ~ Retailers that sold online during the pandemic should continue
51% ~ I want retailers to use tech to reduce physical contact
62% ~ A retailer’s ethics is more important now
54% ~ I worry about the hygiene of payment terminals and prefer contactless
66% ~ I won’t shop with a retailer whose website is difficult to navigate
72% ~ When shopping online, ease is as important as product
47% ~ I would like to pay in store via an app
51% ~ I want retailers to use technology to improve the experience
65% ~ I avoid shopping for non-essential items in store now
83% ~ I’ve avoided bars and cafes during the pandemic
