The results of a survey, conducted in China in March 2021, revealed that 50 percent of respondents thought that the most important attribute for in-store shopping was the ability to see and touch the products. It further shows that around 48 percent of respondents found easy navigation within the store for finding the desired product to be another significant attribute in physical stores.
Most favored in-store retail service attributes chosen by consumers in China as of March 2021
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Most favored in-store retail service attributes chosen by consumers in China as of March 2021
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among respondents who shopped online at least once in the previous year
Method of interview
Online survey
Supplementary notes
Original survey question: In the current climate, which of the following attributes are important to you when shopping in physical stores? (These attributes were in respondents' top three)
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Yihan Ma
Research expert covering e-commerce and FMCG in Greater China
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PwC. (June 15, 2021). Most favored in-store retail service attributes chosen by consumers in China as of March 2021 [Graph]. In Statista. Retrieved April 29, 2025, from https://www.statista.com/statistics/1054582/china-favorite-in-store-retail-service-attributes/
PwC. "Most favored in-store retail service attributes chosen by consumers in China as of March 2021." Chart. June 15, 2021. Statista. Accessed April 29, 2025. https://www.statista.com/statistics/1054582/china-favorite-in-store-retail-service-attributes/
PwC. (2021). Most favored in-store retail service attributes chosen by consumers in China as of March 2021. Statista. Statista Inc.. Accessed: April 29, 2025. https://www.statista.com/statistics/1054582/china-favorite-in-store-retail-service-attributes/
PwC. "Most Favored In-store Retail Service Attributes Chosen by Consumers in China as of March 2021." Statista, Statista Inc., 15 Jun 2021, https://www.statista.com/statistics/1054582/china-favorite-in-store-retail-service-attributes/
PwC, Most favored in-store retail service attributes chosen by consumers in China as of March 2021 Statista, https://www.statista.com/statistics/1054582/china-favorite-in-store-retail-service-attributes/ (last visited April 29, 2025)
Most favored in-store retail service attributes chosen by consumers in China as of March 2021 [Graph], PwC, June 15, 2021. [Online]. Available: https://www.statista.com/statistics/1054582/china-favorite-in-store-retail-service-attributes/
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