UK retailers express omnichannel concerns, pqCode research

35% of UK retailers are concerned about their ability to join up online and offline retail experiences. Whilst 30% believe that the implementation and integration of new technology and digital solutions in-store is a primary concern on their corporate agenda. 

That’s according to a survey by Censuswide, involving 100 retail executives and 2,004 UK consumers and commissioned by pqCode. Almost 75% of the latter expressed happiness with the overall in-store retail experience. Meanwhile, 72% of retail executives said they were confident in their in-store experience being future-proofed for the next five years. This rose to 93% of executives from larger retailers that have over 250 employees.

“In such a challenging environment, it is no longer enough for retailers to rely on traditional concepts of loyalty and customer satisfaction to stay ahead. Added to this, processes such as paper receipts and physical loyalty cards are unfit for purpose, while customers are more data conscious than ever before,” says James Smithdale, Founder and CEO, pqCode.

“Only by continuing to improve every aspect of the customer journey and finding ways to engage with customers transparently, will retailers be able to acquire and retain shoppers, and their trust, in a digital age.”

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