Retail Assist investigates multichannel shopping habits; informs retailer strategy.

June 30, 2011 - PRLog -- ·   Recent research highlights that stores remain the dominant purchasing channel, but this is declining
·   Both e-commerce and m-commerce are growing market share
·   Catalogue purchases decrease in popularity

Background
The respondents to Retail Assist's Multichannel Retail survey were all professionals working in retail IT, within an age range of 16-65. The participant mix was 56.6% males and 43.3% females, located throughout the UK.

The survey investigated preferred shopping channels, frequency of purchase and type of purchases made using the various multichannel options on offer. The research was designed to assess the different channels currently available and customers’ use and requirements in each.

Stores and the internet still lead the field
Alex Ievins, Marketing Manager at Retail Assist, summarises the findings: “Our research supports the theory that customers are choosing to buy in different ways.  Whilst there are now a growing number of routes to market, the preferred channels are currently stores and the internet.  Stores still take the lead at 64.9%, with 95.3% of research done prior to purchase predominantly being internet-based.”

Rising expectations of m-commerce
Continues Ievins: “The number of Smartphone owners in our study was high (77%), the majority (50%) of whom had an iPhone.  Although most owners were not currently using their ‘phone for purchasing, some respondents had done so.  We certainly identified more regular activity in comparison to a year ago, leading to rising expectations of this channel.”

Stores still account for lion’s share of purchases, but declining
Although stores currently still attract the highest volume of purchases, the research suggests that this is declining.  A significant level of respondents indicated that they made purchases from stores less frequently now than they did a year ago.

Channel variations by product
It would appear that each channel is being used to purchase different types of products.  Food/drink and clothing were the most frequently purchased items from stores, the internet was used most regularly to purchase electrical items, and catalogues were used most regularly to purchase clothing.

Catalogues decrease in popularity
However, the catalogue channel did not emerge from this survey as a dominant purchasing tool.  The majority of respondents are neither using the channel, nor planning to increase their usage in the short-term. So, whilst channels such as m-commerce and e-commerce are growing, some of the more traditional channels such as catalogues are decreasing in popularity.

Alex concludes: “It would appear from our research that product reviews positively influence the purchasing decision.   The majority of respondents expressed loyalty to certain stores and owned, on average, one to two loyalty cards. As regards delivery, despite the growing number of choices available, the favoured option was free delivery.”

“The growing use of social media was evident in the study with 70% of respondents having a Facebook account. Whilst some did not view this as a purchasing channel, certain participants had purchased via a social media store. The expectation of which channels customers see themselves using in the future is already changing.  It will be interesting to see which of these areas continue to grow, which decline, and if and when we will see new additions to the multichannel mix.”

The full Multichannel Retail Research Report is available to download, free of charge, from www.retail-assist.co.uk


Retail Assist Limited                            www.retail-assist.com & www.merret.com

Retail Assist is a leading retail-only IT solutions and services company, providing UK and international retailers with end-to-end business applications and services that reduce costs, optimise retail operations and support higher revenues. The company was the first retail-only IT services provider to be awarded ISO20000 accreditation by the BSI.

Retail Assist clients include ASOS, Harvey Nichols, Selfridges, WDF, A|Wear, La Senza, Paperchase, Whistles, Aurora Fashions, Karen Millen, The White Company, Odin Retail, Tec7, Mint Velvet, Jane Norman, REISS, Crew2000, VUE, Signet, Jacques Vert and White Stuff.

With its Retail Solutions Retail Assist excels in developing, integrating, deploying and supporting customised systems. These include its award-winning Merret supply chain solution. Merret is a real-time, multi-currency, multi-channel merchandising, warehousing and stock control solution that covers all areas of the retail supply process. Through working with third parties, Retail Assist also integrates and delivers EPoS systems.

In Managed IT Services, Retail Assist’s proven offerings include 24/365 Help Desk, Technical Services, Operations, Data Centre, Hardware Maintenance and Disaster Recovery. Professional Services cover Retail Business Consultancy and Project Services.

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Romain Consulting is a UK-based Marketing & Corporate Communications consultancy. Services including PR are delivered by a high-calibre, highly-experienced technology Marketer. Former Marketing Director of global group. Strategy, planning & execution. Full range of Communications & Product Marketing activities are available on a project or retained basis. Specialisms: technology, insurance & financial services, retail. French speaker.