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The 2020 Shopper Study

It's all about the experience: retail insights from around the globe

More than 4,800 customers and 1,500 retail professionals were surveyed to help retailers gain a deeper understanding of their shoppers. See what they have to say about the state of the industry, how to deliver a better shopping experience and what to expect in the future.

Meet and exceed your customer's expectations

Today's customer demands a flawless shopping experience in-store and online. Discover how to provide them with access to knowledgeable associates, smooth transactions and lightning-fast order fulfillment.

Empower associates

73% of associates say they could be more helpful to shoppers if equipped with mobile technology


Give customers what they want

58% of shoppers say self-checkout provides a better shopping experience


Look to mobile

83% of decision makers say mobile ordering provides an opportunity to improve the shopping experience