Starting with traditional brick and mortar retail, we see that 38% of millennials and gen-z shop in-store weekly, while only 9% do so daily. When shopping in-store, the majority of young people (61%) use a debit/credit card. Notably, the number of respondents using cash (24%) is approximately the same as the amount who use apple/android pay (25%).
Respondents stated that the most important factor when shopping in-store was the range of offerings and choice. However, the other factors that mattered to them were promotional offers and deals, as well as the ability to navigate the store easily and conveniently. For suggested changes and improvements, there were a number of relevant suggestions. Respondents wanted more sizes, including all shapes and sizes, as well as better trained staff. Another suggestion spoke about the competition between shopping online and in-store, recommending that there are free returns and returns available in-store. This would be particularly convenient for items that are out of stock and allow in-store shopping to compete with online shopping.
Another suggestion was to section clothing to sizes, and more order in product placement and arrangements. This relates nicely to the ability to navigate the store easily and conveniently. The final thing that respondents wanted to change were queues; young people don’t want to queue for a long time and would rather avoid a queue if possible. In particular, respondents wanted more self-service tills.