Retailers must see shift to unified commerce as long-term trend

31% of Brits are less likely to now shop in physical stores due to positive online experiences during the coronavirus pandemic, according to research from Adyen.

The PayTech big hitter surveyed 2,000 UK consumers and also found that 72% want retailers who started an online service during the outbreak to continue operating it in the long-term.

At the same time, however, 70% of Brits say that when shopping online, ease of use is as important as the quality of the product, and 72% won’t buy from a retailer whose website or app is difficult to navigate.

Myles Dawson, UK MD at Adyen, comments: “The UK retail sector is facing an incredibly tough quarter, so creating the link between physical stores and online channels is more important than ever.”

“Many retailers did amazing things during the pandemic in terms of adapting and creating new experiences – it’s a testimony to their agility that 57% of Brits said their expectations of the retail sector has improved during the pandemic.”

“The challenge now is to consistently meet these expectations going forward. With local lockdowns in place, online channels will be key to serving many consumers in the short-term.”

“However, retailers need to see the shift to unified commerce as a long-term trend. The sooner they can demonstrate agility and jump onboard, the longer they’ll reap the rewards,” Dawson concludes.