According to a survey conducted by Capgemini in October 2019, sixty percent of consumers stated that long queues for payment and checkout were a significant pain point when shopping in-store. Interestingly, only 33 percent of retailers stated that they considered it to be a source of customer dissatisfaction.
Perception mismatch between consumers and retailers regarding major in-store shopping pain points worldwide in 2019
Characteristic
Major pain points that customers face in stores
Share of retailers who consider it as a pain point
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Capgemini. (January 9, 2020). Perception mismatch between consumers and retailers regarding major in-store shopping pain points worldwide in 2019 [Graph]. In Statista. Retrieved December 22, 2024, from https://www.statista.com/statistics/1104100/in-store-shopping-perception-mismatch-on-pain-points-among-retailers-and-consumers/
Capgemini. "Perception mismatch between consumers and retailers regarding major in-store shopping pain points worldwide in 2019." Chart. January 9, 2020. Statista. Accessed December 22, 2024. https://www.statista.com/statistics/1104100/in-store-shopping-perception-mismatch-on-pain-points-among-retailers-and-consumers/
Capgemini. (2020). Perception mismatch between consumers and retailers regarding major in-store shopping pain points worldwide in 2019. Statista. Statista Inc.. Accessed: December 22, 2024. https://www.statista.com/statistics/1104100/in-store-shopping-perception-mismatch-on-pain-points-among-retailers-and-consumers/
Capgemini. "Perception Mismatch between Consumers and Retailers regarding Major In-store Shopping Pain Points Worldwide in 2019." Statista, Statista Inc., 9 Jan 2020, https://www.statista.com/statistics/1104100/in-store-shopping-perception-mismatch-on-pain-points-among-retailers-and-consumers/
Capgemini, Perception mismatch between consumers and retailers regarding major in-store shopping pain points worldwide in 2019 Statista, https://www.statista.com/statistics/1104100/in-store-shopping-perception-mismatch-on-pain-points-among-retailers-and-consumers/ (last visited December 22, 2024)
Perception mismatch between consumers and retailers regarding major in-store shopping pain points worldwide in 2019 [Graph], Capgemini, January 9, 2020. [Online]. Available: https://www.statista.com/statistics/1104100/in-store-shopping-perception-mismatch-on-pain-points-among-retailers-and-consumers/
