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Achieving Total Retail: Consumer expectations driving the next retail business model

This is the seventh consecutive year that PwC has published a study of online shoppers, and our third global survey.

Here are some highlights from this year’s report.

  • 15% of our sample shopped with just one retailer in the past year
  • 43% of survey respondents who don't shop online said data security is a major concern keeping many from shopping online
  • 46% of our global shoppers want the “ability to check other store or online stock quickly”
  • 4 in 10 of our survey participants were willing to consider turning to a competitor when confronted by the closure of a local store
  • Online shoppers are split in their preference for mobile browsers versus apps
  • 58% of our global sample discovered a new brand on social media
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