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Published
Nov 16, 2016
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UK shoppers prefer physical stores but hate the crowds

Published
Nov 16, 2016

Retailers need to do more to improve the in-store experience as many fashion shoppers are turning online to avoid crowds, new Barclaycard research shows.

Customers prefer to touch and feel before they buy - John Lewis


Almost-two-thirds of people have abandoned an in-store fashion shopping attempt due to frustrations such as overcrowded stores (45%), long queues when paying for purchases (42%) or long waits to try on their potential purchases (29%).

Barclaycard said half of UK consumers actively prefer to buy their clothes in physical stores but 37% choose to shop online because it’s a flexible and fast alternative and avoids the frustrations of physical shopping.

Consumers would like stores to create an omnichannel experience more like online with touchscreen displays to check whether items are in stock, digital changing rooms and scan-and-buy apps to avoid queuing up at the register.

"Our research shows that consumers no longer want to have to choose between buying online or in-store. Instead time-pressed shoppers crave a personal experience that allows them to take advantage of technology and a high street presence, brought together seamlessly in a way that works best for them," said Sharon Manikon, director of customer solutions at Barclaycard.

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