Customer Experience

Survey finds support for in-store shopping still strong

Photo: iStock

August 31, 2021

Nearly half, 48%, of U.S. consumers still prefer in-store shopping, according to a survey conducted by Raydiant, a digital signage and experience platform provider.

The survey, taken July 22 and based on responses from 1,000 consumers, was released in Raydiant's State of the In-Store Experience Report. The goal was to better understand the impact the in-store experience has on modern consumers, according to a press release.

"The findings confirm our belief that brick-and-mortar retail is not dying, it's simply evolving, and that the retailers who are focused on creating true in-store experiences are positioned to thrive as the retail landscape continues to evolve," Bobby Marhamat, Raydiant CEO, said in the release.

Key findings from the survey include:

• 48% of respondents prefer to shop in-person at a physical store when given the choice.
• 82% of respondents say a positive in-location experience makes them more likely to return to a physical establishment.
• 42% of respondents say in-store customer service has improved over the past six months.
• 47% of respondents estimated that they've spent more than 51% of their shopping budget in physical locations so far in 2021.

Founded in 2017, Raydiant is backed by notable investors, including Bloomberg Beta, Lerer Hippeau, Transmedia Capital, 8VC, Atomic Ventures and Ron Conway. Raydiant is headquartered in San Francisco.