Accenture releases 2015 seamless retail research results. See the key global findings in this infographic. http://www.accenture.com/seamless

1. Accenture research reveals retail customers find it easier to shop across channels than last
year but desire more digital experiences in store. As part of the research, we also benchmarked
retailers around the globe to understand their capabilities as they relate to shopper desires.
Seamless Retail Survey Results 2015:
Top Global Findings
72% of retailers have
“truly” seamless capabilities
BENCHMARK BENCHMARK
In-store Expectations
Delivery Scheduling
Personalized Experience
Customer Experience
Flexible Fulfillment
Personal Interaction
75%
of shoppers
would use
scheduling
options if
available.
64%
say delivery
speed is
important
(up from 57%
last year).
Consumers are less comfortable
providing their personal information
in exchange for a more personalized
experience.
Safeguard Customer Data
Percentage of people who are very
confident that retailers can safe-
guard their personal information:
Percentage of people who are very
concerned about data breaches:
Delivery speed and scheduling are both important to shoppers when buying online.
5%
2015
2014 34%
49%
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Accenture surveyed almost 10,000 people in November 2014 in 13 countries around the globe.
Accenture also benchmarked 189 retail stores in these same countries across various segments.
Same day
Next day
Percentage of retailers who offer
delivery scheduling:
15%
52%
On a specific day
During peak hours
Percentage of retailers who offer
fast delivery:
43%
30%
ORDER OUT
OF STOCK
ITEMS
Subscription Programs
BENCHMARK
34%
Percentage of
retailers that have
subscription
programs:
All of their
purchases
More than half of
their purchases
Some of their
purchases
Shoppers are interested in subscription programs, but not as
enticed as last year. Percentage of shoppers who would shift
their purchases if this service was offered:
2014 2015 2014 2015 2014 2015
20%
43%
26%
48%
59%63%
ACCESS
FREE WIFI
ITEM PICKUP
Stores Still Play a Role
Connected Shopping
After business hours, 36% of shoppers
will wait for the stores to open the next day
to make a purchase.
Shopping Around for Best Price
After-hours shoppers, who are willing to
wait for shipping, are looking around more
this year for best price rather than at
their favorite retailer.
24% of after-hours shoppers are willing
to wait for their item to be shipped (down
from 32% last year).
15% would purchase online
after business hours and
leverage the click & collect
service at their local store.
BENCHMARK
of retailers have click
& collect capabilities34%
20152014
18%
12%
Shoppers think the in-store experience needs the
most improvement. The top 2 services shoppers
say would improve the in-store experience most:
Integration Expectations
Shoppers are finding it easier to shop seamlessly across
channels (stores, online, mobile, tablet) this year.
BENCHMARK
BENCHMARK
42% of retailers
have sales staff
who can do this
28% of
retailers have
free wifi in store