KPMG Omnichannel Retail Survey 2016

During the 2015 Christmas trading period, KPMG surveyed over 250 retailers and brands to uncover 5 key themes that are shaping our retail landscape.

The survey highlights include:

  • Black Friday week eased the burden of peak logistics
    • Black Friday is now a week-long event; Only 45% of purchases occurred on Black Friday
    • Online sales growth exceeded expectations
    • Footfall in stores decreased
    • Discounts remain key driver for Black Friday purchases
  • Savvy consumers are defining the delivery model
    • Investment by carriers has helped reduce the proportion of late deliveries
    • Consumers prefer next day delivery
    • Click and Collect is growing during busy periods
  • Consumers are shopping late and bringing the fitting room home
    • Consumers are shopping more in the afternoon and evening
    • Ordering multiple items to test at home
  • Free returns drive extra purchases/traffic
    • A convenient and free returns service is important when choosing a store to shop with
    • In-store returns are used by both in-store and online purchasers
  • There are opportunities to improve end-to-end online experience
    • More use of smartphone and tablets, retailers/brands must differentiate themselves through a personalised and seamless shopping experience
    • Opportunities to increase impulse buys online
    • A single view of inventory supports seamless fulfilment

The customer of 2016 is now defining the defining the delivery model. Consumers want items at their convenience. Ensure your supply chain can meet the demands of todays consumer with Transalis.

See the full Omnichannel Retail Survey from KPMG