A survey of 600 U.S. retailers and 2400 shoppers found that consumers preferred in-store shopping experiences. Customers’ preference for in-store shopping has risen since 2020, while those who prefer online shopping over in-store shopping have decreased, according to the survey released by PYMNTS Intelligence in collaboration with Visa Acceptance Solutions.
Forty-four percent of shoppers said they complete most of their shopping at physical stores. However, the survey also found that only 20 percent of shoppers use digital coupons and discounts for in-store purchases.
The preference for in-store pickups of online orders has steadily grown since 2020, with 31 percent of consumers using those services from retailers. According to the survey, 65 percent of shoppers who use in-store pickup report satisfaction with the service.