Consumers want value for money more than ever: they are spending more time at home again, find private labels as good as branded alternatives and prefer to make valuable purchases in physical shops because the digital shopping experience often disappoints.
Technology often source of frustration
Despite the benefits of online, apps, social media and AI, 32 % of consumers still prefer the personalised service they feel only physical shops can offer. 57 % of shoppers want to see and touch items before buying, 68 % want expert advice on valuable purchases to ensure they make the best informed choice, according to the latest edition of the EY Future Consumer Index (FCI) – which surveyed more than 23,000 consumers in 30 countries.
