Survey: Eight in 10 consumers want this omnichannel service

by Dan Berthiaume, Chain Store Age

Omnichannel demand is generally up as a result of COVID-19, but one offering is especially popular.

According to a new survey of 2,000 U.S. consumers from virtual queuing solution provider Qudini, overall, 82% of respondents said they would find contactless pickup services that enable them to collect their orders from outside of the store (i.e., curbside pickup) useful. This figure includes 85% of millennial respondents, 81% of Gen Z respondents, and 75% of baby boomers.

In addition, 60% of respondents would feel safer and happier using contactless curbside pickup and 57% would think better of a retailer offering it. More than half of respondent said contactless curbside pickup would make them more likely to buy something online (53%) and more likely to visit a retailer’s stores in general (52%).

Similar percentages of respondents would more likely to tell their friends about a retailer (55%) or choose a retailer over its competitors (54%) if it offered contactless curbside pickup. 

When asked how they would most like to check-in to a store for contactless curbside pickup; texting an SMS code (38%) and checking in via the retailer’s app (35%) were the most popular methods, followed by using a link in the order confirmation email (33%). Using a self-service tablet (19%), checking in through a host with a tablet (18%), scanning a QR code (15%), and checking in at a customer service desk (14%) were less preferred.

Article originally appeared on Chain Store Age.

Read about more consumer shopping trends in “Marketing in Today’s New Normal” success kit, full of blogs, articles, videos and webinars to help you navigate today’s new economic landscape so your business can thrive and maintain growth.

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