2024-Retail-Insights-and-Shopper-Sentiment-Lightspeed - Shared by WorldLine Technology

2024 Retail Insights 
and Shopper Sentiment

A deep-dive into consumer behaviour
& the evolution of in-store shopping
2024 Retail Insights and Shopper Sentiment 02
Introduction
Retail Insights & Shopper Sentiment for The digital realm has undeniably reshaped the retail landscape,   To address the nuances in shopping behaviours across retail sectors,
with online shopping garnering significant attention. However, our this report also explores six key retail categories, to share further
2024, a proud collaboration between findings reveal that the enduring appeal of in-store shopping   insight into shopper marketing behaviour for each of the following: ¦
Lightspeed and Inside Retail, is a remains a compelling force in the market.
² Clothing, footwear, and accessorie

comprehensive report that delves into With this report, you’ll be able to: Sporting equipment and outdoor good
the minds and behaviours of your Identify your customer base – age, gender, income bracket
´ Books, toys, and hobbie

Homewares, gifts, and garden supplie
customers – shedding light on their Discern shopping behaviour & preferences – specific   Healthcare and supplement
shopping preferences, habits, and expectations, desires, and the overall shopping process
Pet food and supplies
 
expectations. Understand decision-making factors – what influences   Retail Insights & Shopper Sentiment for 2024 is an analysis of
their choices?
responses collected from 758 randomly selected Australian  
Discover conditions for increased sales – what encourages   adults in July 2023.
more purchases and return visits?
Key Insights
In the age of unified commerce, it’s increasingly evident that

harnessing the dynamics of both online and in-store shopping is  
key to retail success. In fact, a recurring theme within the insights
reveals that the appeal of in-store shopping is not diminishing;  
instead, it is undeniably evolving.
 
From generational divide to pricing concerns, below are some of the

key findings on customer behaviours and preferences.
In-store Shopping Evolution  Marketplace Appeal 

In-store shopping is evolving, with customers often researching   Both Gen Y and Gen Z are frequent marketplace shoppers,
online before making their purchases in physical stores.
emphasising the need to integrate marketplace offerings into  
your retail strategy.
Generational Divide  
Gen Y (Millennials) show greater commitment to online shopping   Product Comparison and Tangibility  
compared to Gen Z, highlighting the importance of catering to   Product comparison and the opportunity to 'see and touch' items
distinct generational preferences.
remain key drivers of in-store foot traffic, underlining the  
importance of creating tactile shopping experiences.
Accuracy Matters 
Ensuring accurate in-store stock availability information on your   Price Concerns 
website is crucial for customer satisfaction and trust.
Many shoppers are concerned that in-store prices may exceed online  
prices, emphasising the need for competitive pricing strategies.
Reaching Diverse Audiences  

Low-income earners and older individuals are less engaged with   Unified Shopping Experience To Remain Competitive  
online shopping, making in-store shopping a valuable channel to   Local stores must be competitive across various aspects of the
reach these demographics. shopping experience and not solely rely on convenience to attract  
foot traffic.
Let’s take a look into actionable insights for your business with a
deeper analysis of shopper behaviour.
Section 1: Section 2:

Section 3:
Section 4: Section
5 :
Leveraging channel Offering additional Optimising the

Encouraging local Retail categories
differences services physical store shopping deep-dive
MESSAGES 5min
Return in-store 01.09 - 07.09
Welcome back! 
Here’s 25% off just for you.
Locate store
1 The resilience of in-store 1 Displaying accurate online 1 Unmatched necessity for 1 Price remains a key driver
1 Clothing, footwear,  
shopping
stock visibility
tangibility
2 The essence of community and accessories
2 The online shopping spectrum

2 Significance of loyalty   2 Product comparisons to 2 Sporting equipment, and  
3 Age & income dynamics
programs in consumer empower in-store decisions
outdoor goods
choices
3 Building in-store trust with   3 Books, toys, and hobbies
4 Dispelling misconceptions
3 Emphasising other services return policies

4 Homewares, gifts, and  
5 Marketplace influence
4 Price perception – strategies garden supplies
6 Marketplaces as   for competitive pricing
consumer hubs 5 Healthcare and supplements
5 Convenience of multiple shops

6 Pet food and supplies
6 Navigating in-store hassles
7 Bridging the digital gap with  

Gen Y shoppers
SECTION 1
Leveraging  
channel  
differences
Find in store
2024 Retail Insights and Shopper Sentiment - Leveraging channel differences 06
In this section, we align particular demographic segments with distinct

shopping channels & behaviours, examine the functions  
of these channels when shopping, and share key takeaways on how  
to leverage different channels.
*Please note that ‘shop/shopping’ refers to the act of shopping  

76% of consumers shop in physical
i.e. browsing, researching, and making actual purchases
76% stores at least once a month.

The resilience of in-store shopping
While online shopping has undeniably reshaped the retail landscape,

physical stores remain popular. Across every demographic – age,
gender, income and location – the majority of Australians still  
continue to favour the tactile and visual experience (to touch and  
see the items) of in-store shopping.
Key insight: 76% of consumers shop in physical stores at  

least once a month.
45% of consumers research a product

The online shopping spectrum
45% online and purchase in-store.

The findings around online shopping are a bit more complex as
consumers do a lot more than just purchase products online. More
than once a month, on average, 45% of shoppers first research an item
online but proceed to buy it in a physical store. In contrast, only 17%
frequently do the opposite i.e. shop in-store and purchase online.
Key insight: Close to half (45%) of consumers research a  

product online and purchase in-store.
Age & income dynamics
45%
first research an item online but
Both low-income earners (under $60,000/year household income)   proceed to buy it in a physical store.
and the elderly (aged 60+) are less likely to engage in any form of  
online shopping – including purchasing, researching, Click & Collect,
marketplaces, etc. Instead, physical stores maintain consistent
interaction with the vast majority of shoppers within this segment.
17%
frequently shop in-store  
Key insight: Low-income earners and the elderly are less likely   and purchase online.
to engage in any form of regular online shopping.

2024 Retail Insights and Shopper Sentiment - Leveraging channel differences 07
Dispelling misconceptions
Marketplace influence
Marketplaces as consumer hubs
Contrary to the widely held belief that Gen Z (18-29 year olds) are   In addition to their penchant for online shopping, Gen Y   It's important to acknowledge that for many consumers,  
avid online shoppers, it is Gen Y (30-39 year olds) who emerge as   demonstrates an inclination towards marketplace platforms   marketplaces serve as hubs for browsing, inspiration, and price
the most committed e-commerce enthusiasts.  
(Amazon, eBay, and Facebook) with nearly double the participation   comparison. Shoppers leverage the accessibility to multiple sellers
rate compared to the average shopper (excluding Gen Z), and   listed on these platforms to discover the best-priced items. Notably,
Gen Y leads the pack in non-essential shopping across all   almost triple that of Gen Z.
38% of surveyed consumers are deterred from in-store shopping  

channels, with the most noticeable distinction evident in their   due to the ability to find cheaper products online.
online shopping behaviour. Almost twice as many Gen Y shoppers Shopping on marketplaces
(27%) make multiple weekly online purchases compared to Gen Z Nevertheless, most consumers ultimately make purchases from
(14%).
Gen Y: 19%
retailers different to the ones they viewed on marketplaces. This is
Gen Z: 7%
because pricing is just one of several factors (e.g. convenience,  
Key insight: Almost twice as many Gen Y (27%) shop   brand trust, reward points) influencing their shopping journey.
online compared to Gen Z (14%). Others (all remaining respondents): 10%

Key takeaway: If your target audience is Gen Y, frequent
Key insight: Nearly three times as many Gen Y (19%) shop   purchasers, be mindful of their heightened awareness of the
on marketplaces when compared to Gen X (7%). competitive landscape. Provide compelling reasons for them  
to choose your store, beyond competitive pricing.
27% 19%
Almost twice as many   Nearly three times as many  
Gen Y shop online Gen Y shop on marketplaces
14% 7%
compared to Gen Z compared to Gen Z
08
Where do you shop more   Average Where do you shop more   Average
than once a month   Earn <$60,000 per year than a couple of times a   18-29 year olds
Aged 60+ 30-39 year olds

for non-essentials? week for non-essentials?
In physical stores In physical stores
76% 41%
77% 27%
80% 37%
Research online and shop in-store Research online and shop in-store
45% 18%
32% 13%
37% 21%
From an online retailer From an online retailer
43% 14%
25% 12%
23% 27%
On marketplaces On marketplaces
29% 10%
19% 7%
17% 19%
Online and click-and-collect Online and click-and-collect
22% 5%
12% 2%
10% 11%
Try on in-store and buy online Try on in-store and buy online
17% 5%
9% 4%
7% 10%
On social media On social media
13% 5%
6% 2%
5% 11%
MESSAGES 5min
SECTION 2 Welcome back! 
Here’s 25% off just for you.
Offering  
additional  
services
T-Shirt $22.00
In stock:
28 units
Melbourne:
15 units
Sydney: 13 units
2024 Retail Insights and Shopper Sentiment - Offering additional services 10
Retailers are increasingly offering a range of valuable services  

to customers. Here, we look at the types of services that hold
significance for consumers, shedding light on their preferences  
and priorities.
Displaying accurate online stock visibility
39% of consumers  
Undoubtedly, the most coveted service among shoppers, as revealed
39% favour stores with  
by our survey, is the ability to check stock availability online before loyalty programs
making their in-store visit. 42% of respondents expressed the
importance of this feature. The resounding message for retailers is
clear: Make your in-store inventory visible online and accurate.
Key insight: Over 2 in 5 shoppers highly value the convenience of

checking online for stock availability before their in-store visits.
Significance of loyalty programs in consumer choices
Loyalty programs emerges as the second most highly regarded service,

with 39% of shoppers deeming it a critical factor in their shopping And out of those
decisions.
44%
A noteworthy gender disparity emerges within this finding –  
females place greater importance on loyalty programs than males.
were females
Females: 44%
Males: 33%
33%
were men
Key insight: Loyalty programs outweigh other services, including  

gift cards and convenience services like Click & Collect and repairs
and alterations, in terms of consumer value.
2024 Retail Insights and Shopper Sentiment - Offering additional services 11
What’s very important or critical to  
you when shopping?
42%
Ability to check in-store stock availability online
Emphasising other services
39%
Loyalty programs/points
Another interesting discovery is that 14% of
shoppers value services such as repairs,  
alterations, personalisation, and more.  
Additionally, 15% of respondents appreciate  
layby/buy-now-pay-later options, while 21% are 21%
drawn to gift cards and various gift choices.
Gift cards or gift options
Key insight: These statistics underscore the
significance of tailoring retail strategies to meet
diverse consumer preferences and expectations
based on retail offerings and categories. 19%
Click and collect
15%
Layby/Buy Now Pay Later options
14%
Repairs, alterations, personalisation or other services

SECTION 3
Optimising   Colour:
the physical 
store Return in-store
Locate store
2024 Retail Insights and Shopper Sentiment - Optimising the physical store 13
Building upon our earlier finding – 76% of Australians continue   Product comparisons to empower in-store decisions
Building in-store trust with return policies
to favour in-store shopping – we explore the factors that draw  

consumers to physical stores and those that deter them.
46% of shoppers place immense value on the ability to compare 53% of consumers consider free returns as standard practice for  
similar products within a tangible retail setting. However, an issue in-store shopping. Consequently, an inflexible return policy deters 37%
arises as retailers grapple with the challenge of providing seamless, of consumers from shopping in-store. Moreover, gender plays  
Unmatched necessity for tangibility
user-friendly mechanisms for customers to conduct side-by-side a notable role in this finding with more females than males  
feature and benefit comparisons of alternative products.
emphasising the importance of in-store return policies.

Within the sphere of physical shopping, the ability to interact with
products in the real world stands as the ultimate attraction. 56%   Key takeaway: Facilitating effortless product comparisons is   Females: 59%
of consumers are drawn to physical stores to view products in   crucial for retailers to meet consumer expectations and  
real life – including samples and trials.
enhance their in-store experience.

Males: 46%
Key takeaway: Tangibility is the cornerstone of in-store   Key Insight: In-store returns and flexible returns policy  
shopping, providing consumers with a unique and   weigh heavily in the purchasing decisions of a substantial  
invaluable engagement opportunity.
majority of shoppers.
56% 53% 59%

female
46%
e
mal
56% of consumers are drawn   53% of consumers consider free of the consumers who consider free
to physical stores to view products   returns as standard practice for   returns as standard practice 59%
in real life. in-store shopping. was female and 46% was male.
Price perception – strategies for competitive pricing
Price sensitivity remains a pivotal factor for in-store shopping.  
Over one-third of consumers explicitly identify pricing as a  
deterrent for in-store shopping
38% of consumers are discouraged by the inability to search  
for cheaper deals in physical stores
33% express concern that in-store pricing may be higher  
compared to online shopping
Key Insight: To retain and attract in-store shoppers,  
it's important for retailers to address these concerns by  
implementing transparent pricing strategies and, when feasible,
offering price guarantees.
38%
Over one-third of consumers explicitly identify  
pricing as a deterrent for in-store shopping
What’s very important or critical to you when

shopping in physical stores?
Convenience of multiple shops
Australia boasts a remarkable 46% share of shopping centres 56%

(including Homemaker, Themed and Factory Outlet centres). This Ability to see products in real life (plus samples/trials)
statistic underscores the significance of such establishments, aligning
with the finding that 39% of shoppers prioritise the convenience of
accessing multiple stores within a single, cohesive location during their
physical shopping experiences.
2
53%
Key takeaway: Having multiple retail stores and offering in close Avoiding shipping or return costs
proximity play a pivotal role in catering to consumers' desire for
consolidated retail convenience.
 
Navigating in-store hassles
46%
The ability to compare similar items in person
Consumer convenience matters, with clear statistics highlighting  
key deterrents:
37% of shoppers are discouraged by the hassle of reaching   39%

physical stores
Convenience of having multiple shops together
28% of consumers cite in-store atmosphere issues, including
inattentive staff and loud music, as reasons to avoid physical stores
Key Insight: Prioritising convenience is critical. Retailers must 21%

address location-related concerns and consistently enhance the in- Inspiration from displays
store customer experience to meet evolving shopper expectations.
19%
Advice from staff
What’s very likely or certain to discourage you

from shopping in physical stores?
38%
The ability to search for cheaper deals
Bridging the digital gap with Gen Y shoppers
37%
Ease of getting to the store
While the 30-39 age group demonstrates a notable inclination  
towards online shopping, it is essential to note that the appeal of
experiencing products in person and conducting comparative
assessments of similar items remains compelling for over one in  
three individuals within this demographic.
37%
Inflexible return policies
Key takeaway: Despite the digital affinity of Gen Y, the physical
shopping experience and product comparisons continue to hold
considerable sway, making these elements integral to retailers
targeting this age group.
33%
Concern price might be more
28%
In-store atmosphere like inattentive staff and loud environment
20%
Having to interact with people
MESSAGES 5min
Hello Michael! 
Get 50% off at your local shop...
SECTION 4
Encouraging  
local  
shopping
2024 Retail Insights and Shopper Sentiment - Encouraging local shopping 18
Amidst the Covid lockdowns, consumers rekindled their connection  

with local shops, giving rise to a renewed appreciation for local
shopping. In this context, we look at insights that shed light on  
local retail – focusing on price considerations and the importance  
of community engagement.
Price remains a key driver
34% 25%
Price, or more specifically a special price or deal for locals, remains  
a significant factor as indicated by a substantial 34% of consumers
ranking it as the primary motivation for local shopping.
Key takeaway: Local or not, it’s clear that price is a key driver in  
today’s competitive retail landscape.
Access to special   Personalised
deals for locals customer service

The essence of community
While price is crucial, the concept of community engagement stands as

a compelling attraction in the space of local retail. Consumers
emphasised the importance of various community-centric elements:
Personalised customer service (25%): Shoppers seek a  

personalised and attentive shopping experience that goes  
beyond generic interactions.
Unique & locally-made products (25%): The draw of one-of-a-kind,  

locally sourced items resonates strongly with customers.
25% 24%
Shared values with local businesses (24%): Consumers value
businesses that align with their beliefs and actively contribute to  
the local community.
Key takeaway: These findings underscore the multifaceted nature   Unique and locally-made
Shared values with  
of local shopping preferences, highlighting the importance of products local businesses
fostering a sense of community and offering unique, locally  
tailored products alongside competitive pricing strategies.
SECTION 5
Retail  
categories  
deep-dive 01.09 - 07.09
Shopping frequency Spending habits

of consumers engaging in retail activities and diverse spending patterns within these
across these diverse categories, shedding categories, ranging from budget-conscious
light on the spectrum from regular customers consumers to those willing to splurge.
to occasional shoppers.
In this section, we explore
six distinct retail categories,
providing insights into
consumer shopping
Preferred shopping locations Encouraging more purchases
behaviours across various
where consumers prefer to shop for each   the strategies and trends that are most likely  
sectors. The data points   category, whether it's in-store at physical to motivate consumers to make additional
in this section explore   outlets or online marketplaces. purchases across these diverse retail sectors.
everything from shopping

frequency to what
encourages more purchases.
Shopping occasions Decision criteria
that are driving consumers to make and the factors that influence consumers'  
purchases in these categories, from   choices, including product quality,  
special events to specific needs. brand loyalty, and price sensitivity.
2024 Retail Insights and Shopper Sentiment - Retail categories deep-dive 21
Key Insight #1
62% of purchases are made in-store – 48% in physical stores,
plus 14% researched online and bought in store.
Key Takeaway:
Optimise your in-store experience to provide more
opportunities to engage with products (view, touch, try), and
facilitate product comparisons to empower in-store decisions.
Clothing, Key Insight #2
footwear,
48% of consumers spend more than $100/month.
Key Takeaway:
and
Secure the loyalty of frequent shoppers through enticing  
deals and loyalty programs that cultivate a sense of
appreciation and dedication.
accessories Key Insight #3

50% of shopping is done chasing discounts. However, product
quality should also be a consideration with 32% of consumers
indicating brand reputation (17%) and authentic products (15%)
as deciding criteria.
Key Takeaway:
If price matching isn't feasible, strategically shift your focus
away from mainstream products. Instead, explore alternative
selling factors such as exclusive brands, locally-sourced
products and eco-friendly offerings.
53%
38%
29% 30%
18%
14% 15%
4%
Frequency of shopping Monthly spend

Every week or more <$50
A couple of times a month $50-$99
Around once a month $100-$199
Less than once a month $200+

Usual shopping channel

Key decision criteria
48% In physical stores
51% Great prices
19% From an online retailer
17% Brand reputation
14% Research online and shop in-store
15% Authentic products
9% From a brand website
7% Returns policy
6% Online and click-and-collect
5% Ethical products
2% On a second-hand marketplace
2% On social media
Preferred shopping occasion Most likely to encourage upselling
43% When you need it 27% Exclusive brands/products
19% Discounts or promotions 13% Products recommended by friends or family
17% Seasonal or clearance sales 10% Local brands
14% Sales events 10% Eco-friendly/sustainable products
7% For special events or occasions 5% Influencer endorsed products

Key Insight #1
64% of purchases are made in-store – 46% in physical stores,
plus 18% researched online and bought in store.
Key Takeaway:
Optimise your in-store experience to make product comparisons
and product insights seamless. Highlight in-store promotions on
Sporting
your website or e-commerce platform to encourage consumers
researching online to visit your physical store.
equipment
Key Insight #2
86% of consumers shop less than once a month. And, 53%  
of consumers shop as and when they need the product –
indicating that attributes like discounts and clearance sales  
and outdoor  
are less of a purchasing factor.
Key Takeaway:
goods
Maintain a substantial brand presence to ensure that you are always
in the consideration set when the consumer is ready to shop.
Key Insight #3
Brand-related attributes impact 30% of purchase decisions  
– 15% brand reputation, plus 15% authentic products.
Key Takeaway:
Leverage content and other strategic mechanisms to align  
your brand’s core values with your key product lines.
86%
35%
27%
23%
15%
10%
3%
1%



44% Great prices
4% Returns policy
3% Ethical products
2% On social media
12% Seasonal or clearance sales 9% Eco-friendly/sustainable products
12% Sales events 6% Local brands

Key Insight #1
46% of purchases are made online.
Key Takeaway:
Invest in an e-commerce platform that facilitates  
product discovery by allowing consumers to explore  
categories, research, read reviews, and compare prices  
within the same platform.
Books, toys,  
Key Insight #2
67% of consumers shop less than once a month.  
And, 59% of consumers are discount-hunting.
and hobbies Key Takeaway:

Implementing recurring sales events can be a powerful strategy  
to boost foot traffic and purchases in physical stores and online.
Key Insight #3
20% of consumers are likely to purchase more if the  
product is recommended.
Key Takeaway:
Employ referral programs and incentivise discounts to  
actively encourage customer recommendations to build  
an organic network of brand advocates.
67%
44%
32%
21%
17%
10%
6%
3%



52% Great prices
5% Returns policy
5% Ethical products
2% On social media
41% When you need it 20% Products recommended by friends or family
20% Discounts or promotions 15% Exclusive brands/products
16% For special events or occasions 10% Local brands
11% Seasonal or clearance sales 5% Influencer endorsed products

Key Insight #1
70% of of purchases are made in-store – 55% in physical  
stores, plus 15% researched online and bought in store.
Key Takeaway:
Optimise in-store layouts and signage for greater product
Homewares,
discoverability and train staff to offer expert advice.
Key Insight #2
gifts,   70% of consumers spend more than $50 a month, on average.
Key Takeaway:
and garden Consider a loyalty program with exclusive perks and personalised
offers to incentivise customers spending over $50 a month to
foster a deeper sense of commitment and engagement.
supplies Key Insight #3

65% of consumers shop less than once a month.  
And, 44% of consumers are discount-hunting.
Key Takeaway:
Offer limited-time, exclusive discounts to create a sense  
of urgency and entice bargain-seeking customers to  
make purchases quickly.
65%
41%
30%
24%
21%
9% 8%
2%



55% Great prices
5% Returns policy
5% Ethical products
2% On social media

Key Insight #1
61% of consumers shop at least once a month.
Key Takeaway:
Consider implementing a subscription-based model or  
loyalty program offering reminders and exclusive deals  
on re-stocking supplements.
Healthcare Key Insight #2

68% of purchases are need-driven – with attributes such  
as impulse buying playing a smaller role.
and Key Takeaway:

Prioritise educational content, over sales events & discounts,  
supplements
to emphasise product benefits and provide expert guidance to  
aid informed purchase decisions.
Key Insight #3
42% of consumers are looking for indicators of  
‘product quality’ – 21% authentic products, plus  
21% brand reputation.
Key Takeaway:
Mitigate the risk of brand reputation damage by maintaining  
a commitment to exclusively stock reputable products  
and swiftly address any product issues that may arise.
43%
40% 39%
37%
16% 16%
5% 4%



41% Great prices
7% Ethical products
2% Returns policy
2% On social media
16% Discounts or promotions 18% Exclusive brands/products

Key Insight #1
70% of purchases are made in-store – 63% in physical  
stores, plus 7% researched online and bought in store.
Key Takeaway:
Optimise your in-store experience to make product  
comparisons and product insights seamless, and train  
staff to offer expert advice.
Key Insight #2
Pet food  
Consumers equally prioritise pricing and product quality –  
with 33% of consumers purchasing based on pricing, while
another 33% of consumers purchasing based on the quality  
of the product (14% brand reputation + 13% authentic products
+ 6% ethical products).
and supplies Key Takeaway:

Balance pricing and product quality to cater to both  
value-conscious and quality-focused customers – ensuring  
a well-rounded product offering.
Key Insight #3
73% of purchases are need-driven – with attributes such  
as impulse buying playing a smaller role.
Key Takeaway:
Prioritise educational content – over sales events &  
discounts – to emphasise product benefits and provide  
expert guidance to aid informed purchase decisions.
47%
38% 37%
22%
16% 17%
15%
8%



33% Great prices
6% Ethical products
2% Returns policy
2% On social media
13% Discounts or promotions 11% Eco-friendly/sustainable products
7% Sales events 10% Exclusive brands/products
4% Seasonal or clearance sales 8% Local products

2024 Retail Insights and Shopper SentimenT 39
Methodological notes
The consumer survey was conducted online between 25th and  
27th of July 2023 and comprised 758 interviews. The sample was drawn  
from a nationally representative pool of Australian adults 18 years of age  
and older. Post-interviewing, the age, gender, and location characteristics  
of the sample were validated against the parameters of the Australian  
population as defined by the Australian Bureau of Statistics.
About Lightspeed
Lightspeed is the unified POS and payments platform powering the  
world's best businesses in over 100 countries. With timesaving tools and
integrations, performance-boosting insights and personalised expert  
support, Lightspeed helps ambitious retail and hospitality entrepreneurs  
focus on what matters so they can keep staff happy, provide the best  
customer experience and become the go-to destination in their space.
Learn more
References
{ Lightspeed Survey 202
q{ https://scca.org.au/industry-information/key-facts/
Shared by Vietnam Market Report & Marketing Research by CTO Vietnam Network

2024-Retail-Insights-and-Shopper-Sentiment-Lightspeed - Shared by WorldLine Technology

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

2024-Retail-Insights-and-Shopper-Sentiment-Lightspeed - Shared by WorldLine Technology

Uploaded by

Copyright:

Available Formats

2024 Retail Insights

and Shopper Sentiment

² Clothing, footwear, and accessorie

´ Books, toys, and hobbie

In the age of unified commerce, it’s increasingly evident that

From generational divide to pricing concerns, below are some of the

In-store Shopping Evolution Marketplace Appeal

Reaching Diverse Audiences

Leveraging channel Offering additional Optimising the

differences services physical store shopping deep-dive

2 The online shopping spectrum

3 Emphasising other services return policies

4 Price perception – strategies garden supplies

6 Marketplaces as for competitive pricing

consumer hubs 5 Healthcare and supplements

5 Convenience of multiple shops

6 Navigating in-store hassles

7 Bridging the digital gap with

In this section, we align particular demographic segments with distinct

*Please note that ‘shop/shopping’ refers to the act of shopping

76% stores at least once a month.

While online shopping has undeniably reshaped the retail landscape,

Key insight: 76% of consumers shop in physical stores at

45% of consumers research a product

45% online and purchase in-store.

Key insight: Close to half (45%) of consumers research a

Age & income dynamics

to engage in any form of regular online shopping.

Marketplaces as consumer hubs

38% of surveyed consumers are deterred from in-store shopping

online compared to Gen Z (14%). Others (all remaining respondents): 10%

Aged 60+ 30-39 year olds

In physical stores In physical stores

From an online retailer From an online retailer

Online and click-and-collect Online and click-and-collect

On social media On social media

Retailers are increasingly offering a range of valuable services

Displaying accurate online stock visibility

Key insight: Over 2 in 5 shoppers highly value the convenience of

Significance of loyalty programs in consumer choices

Loyalty programs emerges as the second most highly regarded service,

Key insight: Loyalty programs outweigh other services, including

2024 Retail Insights and Shopper Sentiment - Offering additional services 11

What’s very important or critical to

you when shopping?

Ability to check in-store stock availability online

Emphasising other services

Another interesting discovery is that 14% of

shoppers value services such as repairs,

alterations, personalisation, and more.

Additionally, 15% of respondents appreciate

layby/buy-now-pay-later options, while 21% are 21%

drawn to gift cards and various gift choices.

Gift cards or gift options

Key insight: These statistics underscore the

significance of tailoring retail strategies to meet

diverse consumer preferences and expectations

based on retail offerings and categories. 19%

Click and collect

Layby/Buy Now Pay Later options

Repairs, alterations, personalisation or other services

Building in-store trust with return policies

to favour in-store shopping – we explore the factors that draw

emphasising the importance of in-store return policies.

2024 Retail Insights 

² Clothing, footwear, and accessorie

´ Books, toys, and hobbie

In-store Shopping Evolution  Marketplace Appeal 

Reaching Diverse Audiences  

6 Marketplaces as   for competitive pricing

7 Bridging the digital gap with  

*Please note that ‘shop/shopping’ refers to the act of shopping  

Key insight: 76% of consumers shop in physical stores at  

Key insight: Close to half (45%) of consumers research a  

38% of surveyed consumers are deterred from in-store shopping  

Retailers are increasingly offering a range of valuable services  

Key insight: Loyalty programs outweigh other services, including  

What’s very important or critical to  

shoppers value services such as repairs,  

alterations, personalisation, and more.  

Additionally, 15% of respondents appreciate  

to favour in-store shopping – we explore the factors that draw  

Price sensitivity remains a pivotal factor for in-store shopping.  

Over one-third of consumers explicitly identify pricing as a  

38% of consumers are discouraged by the inability to search  

33% express concern that in-store pricing may be higher  

Key Insight: To retain and attract in-store shoppers,  

it's important for retailers to address these concerns by  

37% of shoppers are discouraged by the hassle of reaching   39%

Amidst the Covid lockdowns, consumers rekindled their connection  

Access to special   Personalised

Personalised customer service (25%): Shoppers seek a  

Unique & locally-made products (25%): The draw of one-of-a-kind,  