High street retailers must address new wave of customer expectations

Seven out of ten UK shoppers plan to maintain their changed shopping habits post-coronavirus lockdown, according to research from e-commerce agency Melody.

The company surveyed over 2,000 Brits and also found that the number of people who say they shop more often on Amazon has risen from 19% six weeks ago to 27% now. 17% will continue doing so after the lockdown, up from 12%.

On average, Brits predict it will take around three months for their spending in high street stores to return to normal (pre-lockdown) levels.

Chris Cooper, Planning Director at Melody, comments: “Being a physical-only retailer is more challenging than ever, which is why so many retailers are looking to take an omnichannel approach.”

“The re-opening of non-essential retailers this month will also show just how well the UK’s shopping habits have weathered the storm. It looks like it will take several months for spending to return to normal, and for some it may never do so.”

Those retailers who want to immediately attract shoppers back onto the high street have to take a new wave of customer expectations into account, he adds.

“An immersive and engaging retail experience now has to be paired with social distancing and other safety measures. They need to learn from what’s worked for the supermarkets and other essential providers during the lockdown,” Cooper concludes.