Number jumped from 34% in 2020, the year the pandemic began, to 67% in 2021, according to NRF 2022
The pandemic has impacted all sectors of the economy and, in some of them, they have changed their routes. This is the case of retail, for example. According to the study ‘What Matters to Today’s Consumer’, carried out by the Capgemini Research Institute, consumers are returning to shopping in physical stores while e-commerce has shown stability.
The survey revealed that in November 2020, 34% of consumers said they shopped in physical stores; a year later, that number was at 67%, as restrictions eased and immunization advanced.
In addition, a significant majority of consumers (72%) expect to resume shopping in physical stores in the long term after the pandemic is over, surpassing the pre-pandemic level (59%).
The survey showed that e-commerce growth continued in 2021, with a 6.6% increase in Q3 compared to the same period in 2020.
Relative to the survey published in April 2020, for example, 37% of consumers said they had accessed online retailer channels, jumping to 46% by the end of 2020 and stabilizing at 38% in November 2021.
‘What Matters to Today’s Consumer’ polled 12,207 consumers in 12 countries across North America, Europe and Asia.
