Boost for online retailers as coronavirus rewrites digital connectivity rulebook
COVID-19 is prompting a shift in UK households’ digital activity, according to a EY survey involving 2,000 people.
Many Brits are trying online services for the first time – video calling shows the largest uptick (18%), ahead of online shopping (9%) and watching catch-up TV (9%).
“We are seeing a step-change in demand for digital connectivity and content in the wake of coronavirus, as household behaviours adapt to these challenging times,” says Adrian Baschnonga, Global Lead Telecommunications Analyst, EY.
“Elevated levels of home working alongside a broadening range of online behaviours underline the importance of robust networks now and in the days, weeks and months to come.”
The research also highlights households’ evolving needs in terms of customer support: 46% would be happy to use automated customer service and virtual assistants to ensure quick access. This comes at a time when many support functions are under strain.
24% of consumers who have accessed a customer service centre during the crisis have had a poor experience. In addition, 23% of respondents are concerned that businesses may not be able to keep their personal data safe during the pandemic.