Copyright ©2022 Tango. All rights reserved.
The Post-COVID Consumer: The Future of Brick and Mortar Stores
5
Since the pandemic, 85% of shoppers have increased
their curbside pickup usage, with the vast majority noting
that contactless service is very important to them. But
as it becomes safe to increase building occupancy and
contactless pickup becomes less of a concern, will the other
benefits of buying options like curbside pickup, home
delivery and buy online, pickup in-store (BOPIS) continue
creating enough demand for the service?
In our own survey of over 2,000 US consumers, 76% said
having BOPIS options was one "positive" of COVID-19, and
83% said they want a seamless online-to-store experience.
Additionally, 86% said they want to continue using these
hybrid shopping experiences.
These capabilities that were once "nice to have" appear to be
things consumers expect going forward. Over the course of
2020, consumers grew far more accustomed to:
ظ Selecting items f rom the local store at home or work
ظ Buying online without paying for shipping
ظ Receiving an online purchase the same day they order
ظ Grabbing things f rom the store without setting
foot inside
ظ Having items delivered to their door f rom local stores
Many consumers would have taken significantly longer to
try alternative pickup options—and they would've relied
on them far less—if it hadn't been for the pandemic. But
now they've had a taste. These alternative pickup options
aren't going to replace in-person shopping any time soon.
However, there's now a larger share of consumers who
expect and look for these services.
Opinions of the
omnichannel consumer
during a pandemic:
86% want to continue
using hybrid shopping
experiences
SOURCE: Tango. March 2021.
Are Retailers Ready to Meet the Needs
of the Omnichannel Consumer?
83% want a more
seamless online-to-
store experience
76% are pleased with
retailers' shift to BOPIS
