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Stat Source Month/Year
64% of retailers offer online returns to the store. Connected Shoppers 08/2023
74% of shoppers say it takes no more than three bad experiences for them to abandon a brand. Connected Shoppers 08/2023
75% of retailers offer a loyalty program. Connected Shoppers 08/2023
Shoppers belong to an average of 3.4 loyalty programs — down from 4.3 in 2021. Connected Shoppers 08/2023
Shoppers’ top 5 worst retail experiences:
  1. Poor customer service
  2. Damaged products
  3. Out-of-stock products
  4. Poor return policy or experience
  5. Long checkout lines
Connected Shoppers 08/2023
57% of retailers say they have full ability to use data to personalize customer engagement — up from 32% in 2021. Connected Shoppers 08/2023
57% of retailers offer buy online, pick-up curbside. Connected Shoppers 08/2023
58% of retailers offer buy-online-pick-up-in-store. Connected Shoppers 08/2023
61% of retailers offer ship-from-store. Connected Shoppers 08/2023
Estimated share of purchases taking place digitally:
  • 2023: 51%
  • 2025: 56%
Connected Shoppers 08/2023
40% of shoppers have purchased a product online to ship to a store. Connected Shoppers 08/2023
57% of shoppers have purchased a product online to pick up in-store. Connected Shoppers 08/2023
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