There’s a lot to perk your interest this week.

We’ve got stats about Britain’s shopping habits, customer service demands, mobile use during the Euros and so much more.

Don’t forget to check out the Internet Statistics Compendium for further insight and analysis.

73% of retailers plan to increase digital investment in next two years

New research by RetailMeNot has found that retailers are ramping up tech investment to improve the customer experience and drive sales in-stores.

With three-fifths of retailers admitting that they are still challenged by the misalignment of physical and digital shopping experiences, many hope to prioritise this in the next 24 months.

Introducing mobile payments and real-time app offers are said to be top of the to-do list.

Businesses need to adapt to multi-channel demands of younger generation

It appears young people aren’t as talkative as they once were, with just 7% of 16-24 year-olds willing to contact a company via the telephone.

According to Magnetic North, one in five young consumers prefer to buy from a business that offers multiple channels of communication. As a result, companies will need to rethink the old rules or risk losing customers in future. 

However, it’s not just young people who are shunning traditional methods - only 12% of 16-55 year-olds prefer to call a business.

Adobe finds that consumers are using new technology to disconnect from reality

According to the Future of Experience report by Adobe, over half of consumers believe that good technology gives them the power to switch off from the world as well as stay connected.

With 52% agreeing that wearables and VR empower them to create their own private worlds, many consumers will choose a brand based on the experience it offers.

Similarly, 32% of adults agree that empathy is the top attribute for delivering a great digital experience.

Top travel sites lack inclusivity for disabled users

New research by Sigma has revealed that the top ten travel websites in the UK are failing to consider users with sight and hearing loss.

Out of a possible 35 points, the average score for usability across sites including Virgin Airways, Airbnb, British Airways and Expedia was just 23. 

Out of all the sites, Co-Operative Travel was the worst ranking with just 17 points on usability.  

Euro 2016 was the most mobile-centric yet

This summer saw many football fans turn to mobile to keep up with the latest news and analysis, as sports app usage increased by 65% in the UK, Germany and France.

According to analysis from Flurry, UK users spent 44% more time on sports apps during the month of June when compared with the same time last year.

Similarly, sports gaming has also enjoyed a boost, with the number of sessions increasing by more than a third.

Consumers think facial-recognition technology is a step too far

In the second instalment of its ‘Creepy or Cool’ series, RichRelevance surveyed 2,000 consumers to find out what in-store technology was the most (and least) well-received.

Coming out on top was fingerprint technology, with 47.5% of respondents thinking that paying for goods and getting automatic home delivery via the tech was ‘cool’.

In contrast, 75% of shoppers thought that facial-recognition and personal greetings would be entering into ‘creepy’ territory.

6% increase in charity fundraising complaints

According to FRSB’s Annual Complaints Report, consumers are becoming increasingly frustrated with charity fundraising.

With mail and telephone communication generating the majority of complaints last year, a third of them were specifically about the manner in which charities approached them.

Similarly, with the frequency of approaches another big cause for concern, more needs to be done to build transparency and trust within the third sector.

Online shoppers still spending post-Brexit

In contrast to the news that Britain’s high streets have seen a dip, new digital data shows that online shoppers are actually spending more since Brexit.

From the period of 25th June to the 3rd July, online traffic was up 29% and revenue was up 22%.

With apparel jumping 24% year-on-year and outdoor goods rising 22%, it appears the nation is working through its worries with help from a little fresh air.

Jobs in the creative industries increasing three times faster than UK average 

New figures released by the government show that the UK’s creative industries are continuing to dominate other employment sectors.

In the past five years, the number of creative jobs has increased by 20%, with the creative industry now accounting for 1.9m jobs in total.

With programmers and software developer jobs up by 30%, the demand for new digital skills is certainly a contributing factor.

Desktop is preferred method of online shopping

According to a new survey by Signal, the assumption that mobile has overtaken desktop for online shopping is not entirely true.

In a survey of 2,000 UK consumers, 61% said that a desktop was their most preferred method of browsing for gifts, and 54% said most gift purchases were completed on a desktop computer.

With just 6% of shoppers saying that mobile is their favourite method of browsing, insight suggests that retailers need to focus on making the mobile experience more simple and secure in future.

Nikki Gilliland

Published 8 July, 2016 by Nikki Gilliland @ Econsultancy

Nikki is a Writer at Econsultancy. You can follow her on Twitter or connect via LinkedIn.

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Comments (1)

Greg Randall

Greg Randall, Director at Econsultancy Guest Access TRAININGSmall Business Multi-user

Hi Nikki,

Great group of stats!! I really like the Signal research talking about the desktop preferance. This is great insight because it contradicts alot of the thinking in the market. Is there a link to show more from this research? Thanks!

about 2 years ago

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