GLOBAL CONSUMER INSIGHTS SURVEY 2018 - PWC
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www.pwc.com Global Consumer Insights Survey 2018
Contents
The project journey Views on the Buying behaviours The Amazon age
3
economy – setting the scene
Consumer profile 9 14 23
6 Mobile payment Digital experience Future of retail
activities
29 34 38
Products and Shipping and Appendix
experiences delivery
43 50 55
48
GCIS 2018 May 2018
PwC 2
The project journey over 6 years
2012 2018
Global Consumer
Multichannel Survey Total Retail Insights
2012 2013 2014 2015 2016 2017
11 territories 15 territories 19 territories 25 territories 29 territories 27 territories
GCIS 2018 May 2018
PwC 3
2018 overview; Global Consumer Insights Survey
Global rebrand; expanding scope of
survey to cover other industry areas
within consumer markets.
Voice of over 22,000 Survey available in
consumers globally, 19 languages
covering 27 territories.
Working closely with an online panel to ensure
survey respondents in each country are nationally
representative for the following demographics: age;
gender; employment status; and region.
GCIS 2018 May 2018
PwC 4
Truly global research: Consumer shopping behaviour &
activity across the world
Sweden
Russia
Canada *Netherlands
Ireland UK Poland
Germany
Belgium
USA France Hungary
China/ Japan
Middle HK
Spain Italy
East Philippines
Vietnam
Thailand
Malaysia
Singapore
Brazil Indonesia
Australia
South Africa
* Netherlands are new this year
Total respondents: 22,481
Please note: Percentages in charts throughout may total 99 or 101 due to rounding
GCIS 2018 May 2018
PwC 5
Consumer profile GCIS 2018 May 2018 PwC 6
Consumer Profile
a
Gender Age
18-24 17%
25-34 26%
49% 51%
35-44 22%
45-54 16%
55-64 10%
Male Female Base: 22,481 Base: 22,481
65 or older 8%
Employment status
46%
12% 11%
8% 7% 9% 7%
Employed Employed Self-employed Housewife/ Retired Student Unemployed
full-time part-time House husband
Base: 21,448
GCIS 2018 May 2018
PwC 7Consumer Profile
a
A quarter of consumers buy products online weekly or more
frequently
Daily Weekly
4% 22%
(=) (+1%)
Never Monthly
10% 35%
(=) (+1%)
Once per year Few times per year
3% 25%
(-1%) (-3%)
SCREEN OUT: On average, how often do you buy products online?
Base: 22,987
Note: Respondents were asked to select ONE option only. Please note that ‘screened out’ respondents are also included in this chart in order to
capture those who never shop online.
GCIS 2018 May 2018
PwC 8Eigth Essential Technologies GCIS 2018 May 2018 PwC 9
8 essentielle teknologier alle virksomheder skal
have fokus på
Figur: Skøn over teknologierne for PwC DK
Block-
Robotics IoT
chain
Stort
AI
Potentiale
Augmen
Virtuel
-ted
Reality
Reality
Lille
3D print Drones
Nu 1-3 år 3-5 år
Hvornår rammer det?
GCIS 2018 May 2018
PwC 10Views on the economy GCIS 2018 May 2018 PwC 11
Views on the economy
a
Globally, consumers are upbeat about the economy and
their personal spend
41%
32%
21%
6%
Better than this year Same as this year Worse than this year Not sure
Base :22,481
Q6. Not taking into account your personal circumstances, what is your impression of how the overall economy in your country will
perform in 2018?
38%
25%
12% 14%
5% 4% 3%
Yes - I expect to Yes - I expect to I expect to spend No, I expect to No, I expect to No, I am already Don't know
spend much more spend slightly more around the same spend slightly less spend much less holding back spend
to see what
Spending same or more happens
Base : 22,481
Q7. Do you feel confident about your personal financial situation in terms of your shopping spend plans for the next 12 months?
GCIS 2018 May 2018
PwC 12Views on the economy
a
Those with concerns portray a mixed message at a global
level…
46% 11%
Fuel and gas prices Global warming
45% Trade
10%
Economic
recession protectionism
44% 10%
Inflation Brexit
16% 6%
Global terror
threat None of the above
Q8. Which of the following external factors do you think will most impact your spend on shopping over the next 12 months?
Note: Question only asked to respondents who answered are spending less or holding back spend at Q7
Base: 5,118
GCIS 2018 May 2018
PwC 13Views on the economy
a
However regional differences are evident
Africa and Asia Eastern Western Americas Africa and Asia Eastern Western Americas
ME Pacific Europe Europe ME Pacific Europe Europe
60% 47% 48% 40% 47% Global terror 11% 17% 11% 20% 13%
Fuel and gas
threat
prices
64% 55% 20% 36% 55% 7% 12% 6% 13% 9%
Economic Global warming
recession
55% 53% 56% 36% 44% 4% 4% 4% 18% 2%
Inflation Brexit
Africa & Asia Eastern Western Americas
Middle Pacific Europe Europe
Trade 7% 12% 16% 9% 11% East
protectionism Base: Base: Base: Base: Base:
594 1,075 326 2,275 848
Q8. Which of the following external factors do you think will most impact your spend on shopping over the next 12 months?
Note: Question only asked to respondents who answered are spending less or holding back spend at Q7
GCIS 2018 May 2018
PwC 14Views on the economy
a
Asian territories are of the most positive in their outlook
Country Better than this Country Worse than this
year year
Philippines 68% South Africa 47%
Indonesia 65% Malaysia 42%
China 61% UK 37%
Vietnam 59% Hungary 33%
Q6. Not taking into account your personal circumstances, what is your impression of how the overall economy in your country will perform
in 2018?
GCIS 2018 May 2018
PwC 15Buying behaviours – setting the scene GCIS 2018 May 2018 PwC 16
Buying behaviours
a
The 6 year reflection; store resiliency and mobile first trends
continue
44
42
40 41
38
36
27
21 20 56%
19 19 20
17
15
12 11 12
10 10 11
8 9 7
9
In-store PC Tablet Mobile
2012 2013 2014 2015 2016 2017
Q9. How often do you buy products (e.g. clothes, books, electronics) using the following shopping channels?
Base: 22,481
Note: Chart represents percentage of daily and weekly usage combined
GCIS 2018 May 2018
PwC 17Buying behaviours
a
The gap is closing between PC and mobile as a frequent
shopping channel
In-store 13% 31% 27% 24% 3% 2%
Online via PC 4% 17% 32% 32% 7% 9%
Online via mobile phone or smartphone 4% 13% 20% 20% 7% 36%
56%
Catalog/magazine 2% 8% 13% 17% 12% 47%
Online via tablet 3% 10% 16% 16% 6% 49%
TV shopping 2%4% 7% 9% 8% 70%
AI Home Assistant device 2% 5% 7% 8% 5% 73%
Wearable devices 2% 4% 6% 8% 6% 74%
Daily Weekly Monthly A few times a year Once a year Never
Q9. How often do you buy products (e.g. clothes, books, electronics) using the following shopping channels?
Base: 22,481
Note: Respondents were asked to select ONE option per shopping channel.
GCIS 2018 May 2018
PwC 18Buying behaviours
a
Almost 40% of consumers have not yet experienced virtual
reality in store
Sales associates with a deep knowledge of the product range 6% 29% 53% 12%
Ability to quickly and conveniently navigate the store 4% 25% 57% 13%
Ability to check other store or online stock quickly 5% 25% 48% 22%
Inviting ambience (i.e. waiting and seating areas) 6% 28% 43% 22%
Use of technology to assist the shopping experience
(tablet/mobile checkout, self-service kiosk/scanners) 5% 26% 44% 25%
In-store Wi-Fi with fast, simple login 9% 24% 41% 26%
Real-time, personalised offers designed especially for me 6% 28% 40% 27%
Specialised customer events 6% 32% 35% 27%
Ability to see/order extended range of products on screen in-
store 6% 26% 39% 28%
VIP benefits i.e. lounges/personalised shopper/refreshments 7% 27% 29% 37%
Virtual experience of products and services through augmented
reality technology 6% 26% 28% 39%
Not satisfied Neither/nor Satisfied Have not experienced this
Q16. Please rate how satisfied you are in relation to your in-store shopping experience for the following attributes
Base: 22,481
GCIS 2018 May 2018
PwC 19a
Buying behaviours
Clothing and footwear is purchased online more than books
Clothing and footwear 4% 16% 20% 36% 24%
Books, music, movies and
8% 17% 14% 30% 30%
video games
Health&beauty 5% 12% 15% 31% 38%
Consumer electronics 7% 10% 9% 28% 45%
Toys 4% 9% 12% 25% 56% 49%
Furniture and homeware 4% 7% 11% 26% 52%
Grocery 3% 9% 11% 23% 54%
Sports equipment/outdoor 4% 8% 11% 23% 54%
Jewelry/watches 4% 7% 10% 23% 55%
Household appliances 9% 7% 9% 23% 56%
DIY/home improvement 3% 6% 10% 23% 57%
Exclusively Most of my Around half of Some purchases Have not purchased
purchase online purchases my purchases online in the last 12
months
Q10. How many of your purchases have you made online over the last 12 months (including purchases made from a computer, tablet or
mobile/smartphone, wearable device or AI home device)?
Base: 22,481
Note: Respondents were asked to select ONE option only in each category.
GCIS 2018 May 2018
PwC 20Buying behaviours
a
One in five consumers are extremely likely to purchase
grocery online in the next 12 months
28% shop daily/weekly via mobile or
smartphone
59% have purchased premium food and drink
products online (full price or promotion)
21% 27% 15% 20% 17%
Extremely likely Likely Neither/nor Not very likely Not at all likely
Q12. Over the next 12 months, how likely are you to purchase grocery online?
Base: 22,481
GCIS 2018 May 2018
PwC 21Buying behaviours
a
Online grocery is still niche with room to expand
China 59% Malaysia 21%
Vietnam 54% Philippines 20%
Russia 20%
Thailand 35%
Italy 19%
UK 32%
South Africa 15%
Japan 27%
USA 15%
Middle East 25%
Germany 14%
Singapore 25%
Hungary 12%
Brazil 24%
Sweden 12%
Indonesia 23% Hong Kong 12%
France 22% Ireland 12%
Poland 22% Netherlands 11%
Spain 21% Belgium 9%
Extremely likely
Australia Canada 8%
21% to purchase
grocery online
Q12. Over the next 12 months, how likely are you to purchase grocery online?
GCIS 2018 May 2018
PwC 22Buying behaviours
a
Bulk-buying online is more common amongst Amazon
shoppers
45%
80%
Retailer websites
32%
25-34 year olds:
33%
23%
78% are
Direct from 20%
Amazon manufacturer’s website
shoppers
Yes No, but I plan to No, I have no interest
Q13. Do you order every-day items (e.g. coffee, detergent, diapers etc.) online in bulk to be delivered to your home on a regular basis?
Q14. When ordering every-day items online in bulk, are you more likely to order from…?
Base: 22,481, 5099
GCIS 2018 May 2018
PwC 23Buying behaviours
a
Location, location, location…and trust
They usually have the items I want in stock 37%
I trust the brand 35%
Ranked 1st – 14%
Good location 31%
They sell things I cannot find anywhere else 27%
They have fast/reliable delivery 24%
They have a good returns policy 23%
They have a great loyalty programme 23%
I can check the in-store availability of a product online 20%
Their website/mobile site is easy to use 19%
Superior online customer reviews 17%
Sales associates are knowledgeable and responsive 14%
They have inspiring social media content which… 7%
I enjoy their concept stores where I can experience… 6%
Other 1%
Q15. Other than price, what influences you to shop at a particular retailer?
Note: Ranked top 3
Base: 22,481
GCIS 2018 May 2018
PwC 24The Amazon age GCIS 2018 May 2018 PwC 25
The Amazon age
a
The age of Amazon continues with ‘Amazon only’ shoppers
on the rise
I check prices on Amazon 41%
47%
I start my product search at Amazon 36%
39%
I read reviews on Amazon 33%
59% 27%
I shop less often at retail stores 28%
56% I shop less often at other retailer 16%
websites 18%
I only shop on Amazon 14%
10%
I stopped shopping at retail stores 5%
5%
I stopped shopping at other retail 4%
websites 4%
My shopping behaviour is not 20%
2017 2016 influenced by shopping with Amazon 23%
2017 2016
Q33. Do you shop with Amazon?* Q34 How has shopping with Amazon influenced your shopping behaviour?*
Base: 2017: 22, 480, 2016: 24,471 Base: 2017: 13,234, 2016: 13,675
GCIS 2018 May 2018
PwC 26The Amazon age
The Americas have the highest percentage of Amazon
shoppers Eastern Europe
18%
Western Europe
62%
Africa and
Middle East
46%
Asia Pacific
Americas 60%
70%
Amazon Shoppers
Q33. Do you shop with Amazon?*
Base: 22, 480
GCIS 2018 May 2018
PwC 27The Amazon age
a
A third of Amazon shoppers are Prime users
10% 35% aged 25-34
36% 22% expect to spend much
more in the next 12 months
11% shop daily via
mobile/smartphone
54%
85%
Yes No Not aware
Think Amazon Prime
has been good value
for money
Q35 Do you use Amazon Prime?
Q36 Do you think Amazon Prime has been good value for money?
Base: 13,234, 4810
GCIS 2018 May 2018
PwC 28The Amazon age
a
Three out of the top four noted benefits related to savings
and deals
Unlimited free delivery 72%
Access to entertainment films, TV, music,
42%
gaming
Saving more than the annual membership
34%
fee paid
Exclusive deals for Prime users 33%
Free 2 hour delivery 25%
Earning rewards via Amazon Prime 24%
Access to Prime Wardrobe 14%
Unlimited reading on any device 12%
Access to Amazon Restaurants 12%
Photo storage (via Cloud) 8%
Prime membership sharing 7%
Q37 What are the main benefits to you of using the Amazon Prime service?
Base: 4,810
GCIS 2018 May 2018
PwC 29The Amazon age
a
There is room for Amazon Prime to increase it’s reach
amongst the largest Amazon shopping territories
Country Amazon shoppers Amazon Prime users
China 98% 47% 3rd
Italy 96% 56% 2nd
Germany 94% 44%
Japan 91% 25%
UK 90% 38%
USA 89% 59% 1st
France 87% 26%
Spain 85% 42%
Canada 84% 23%
Ireland 67% 17%
GCIS 2018 May 2018
PwC 30Mobile payment activities GCIS 2018 May 2018 PwC 31
Mobile payment activities
a
Opportunities for retailers if mobile payment is offered
For everyday purchases (e.g.
Placed a customized coffee) I am more likely to 34% 40%
23%
order and paid ahead
pay by mobile payment
I am more likely to shop with
a retailer who offers mobile 23% 47%
Paid for my purchase payment (e.g Apply Pay,
24% Google Wallet)
using mobile payment
Mobile payment is my
preferred method when 24% 46%
purchasing in-store
Paid for my purchase via
28%
an in-store app
I spend more when using 27% 42%
mobile payment
I am concerned about security
when paying by mobile
None of the above 29% 19% 54%
payment
Disagree Agree
Base: 22,481 Base: 11,248
Q17. Which of the following payment activities have you undertaken using your mobile/smartphone/wearable device when shopping?
Note: Respondents were asked to select ALL that apply
GCIS 2018 May 2018
PwC 32Mobile payment activities
a
Benefits are evident in China who lead the way
For everyday purchases
Placed a customized (e.g. coffee) I am more 3% 82%
48%
order and paid ahead likely to pay by mobile
payment
I am more likely to shop
with a retailer who offers 3% 84%
Paid for my purchase 11% 86%
mobile payment (e.g Apply
using mobile payment Pay, Google Wallet)
Mobile payment is my
preferred method when 3% 76%
purchasing in-store
Paid for my purchase via
41%
an in-store app I spend more when using 15% 54%
mobile payment
I am concerned about
security when paying by
None of the above 3% mobile payment 21% 46%
Disagree Agree
Base: 901 Base: 853
Q17. Which of the following payment activities have you undertaken using your mobile/smartphone/wearable device when shopping?
Note: Respondents who selected ‘Placed a customized order and paid ahead’, ‘Paid for my purchasing using mobile payment’ or ‘Paid for my purchase via an in-
store app’ got asked Q18
GCIS 2018 May 2018
PwC 33Mobile payment activities
a
Europe and the Americas lag behind on mobile payment
activities
Paid for my purchase using mobile payment None of the above
China 86% Netherlands 50%
Thailand 48% Canada 44%
Hong Kong* 42% Germany 43%
Indonesia 38% Belgium 41%
Vietnam 37% Japan 40%
Singapore 34% UK 37%
Philippines 31% USA 35%
Russia 27% France 34%
Middle East 25% Hungary 34%
Brazil 25% Ireland 33%
Q17. Which of the following payment activities have you undertaken using your mobile/smartphone/wearable device when shopping
Note: Data shown is summary of agree and strongly agree *Note: Low base for Hong Kong.
Base: 22,481
GCIS 2018 May 2018
PwC 34Mobile payment activities
a
Asia Pacific - the leading ‘cashless’ society…
Western Europe
17%
Eastern Europe
21%
Africa and
Middle East
24%
Asia Pacific
Americas 38%
21%
Paid for my purchase using
mobile payment
Q17. Which of the following payment activities have you undertaken using your mobile/smartphone/wearable device when shopping
Base: 22,481
GCIS 2018 May 2018
PwC 35The digital experience GCIS 2018 May 2018 PwC 36
The digital experience
a
Social networks are most influential when finding inspiration
Social
Digital press
& magazines 6% (-3%) 37% (-2%) Networks
Individual
Blogs 11% (=) 34% (-3%) retailer
websites
Purchase 32% Price
Mobile 11% (-2%) comparison
apps inspiration (-3%) websites
Travel Multi
Review
Websites*
16% 21% (-11%) brand
websites
Visual
social 20% (=) 12% “Deal of the day”
Websites*
networks
Emails
from brands/retailers 14% (-6%) None of the above 11% (+2%)
Q19. What online media do you regularly use to find inspiration for your purchases?
Base: 22,481
Note: Respondents were asked to select UP TO THREE options.
*Travel Review websites, Emails from brands/retailers and ‘Deal of the day’ websites’ were added as new options, therefore do not have comparable data.
GCIS 2018 May 2018
PwC 37The digital experience
a
Consumers remain conscious of ways to reduce online
security risks
63%
57% 55%
51%
47%
43%
39% 38%
36% 36% 36%
34% 34%
29%
23%
20% 19% 20%
13%
Only use Choose Avoid clicking Use a credit Minimise the Restrict any Only purchase Scrutinise Avoid using AI
Use different
credible/ providers I on card that gives amount/type of requests for from retailers the data devices
passwords for
legitimate trust to make a advertisements/ me purchase data I give out sharing my in my country privacy
different
websites payment popups protection location policy
websites
2017
Q20. How do you personally reduce the risk of online security issues/fraud??
Base: 22, 481 (2017), 24,471 (2016) 2016
Note: Respondents were asked to select ALL that apply.
GCIS 2018 May 2018
PwC 38The digital experience
a
In the age of ‘Big Brother’, the biggest concerns for
consumers are around being tracked
34%
I am happy for a retailer to identify when I am
nearby and send me personalized offers via my 24%
mobile device
37%
I expect a retailer to have up to date information 42%
on how I have, and how I like to, interact with
28%
them across all channels (e.g. in-store, online,
social media, home delivery etc.) 27%
41%
I am comfortable for a retailer to monitor my
shopping patterns and purchases to tailor offers 26%
specifically for me
30%
Agree Neither/Nor Disagree
Q21. Please indicate how strongly you agree or disagree with the following statements?
Base: 22, 481
GCIS 2018 May 2018
PwC 39Future of retail GCIS 2018 May 2018 PwC 40
Future of retail
a
The future looks unsure for Alexa
58%
32%
10%
Yes No, but I plan to No, I have no interest
Q38 Do you currently own any artificial intelligence (AI) devices (robots, automated 'personal assistants') such as Amazon Echo or Google
Home? Base: 22,479
5%
18%
30%
48%
I spend less
=
I spend around the I spend more
?
Don’t know
same
Q39 How has the use of an AI device affected your shopping spend? Base: 2,355
GCIS 2018 May 2018
PwC 41Future of retail
a
Ownership of AI - Top 10 territories
Own or planning to own an AI device
China 21%
52%
Vietnam 19%
45%
Indonesia 18%
49%
USA 16%
25%
Thailand 15%
44%
Brazil 14%
59%
France 14%
25%
UK 14%
24%
Poland 13%
40%
Yes
Italy 13%
38% Plan to
GCIS 2018 May 2018
PwC 42Future of retail
a
Characteristics of the early adopter of AI
Positive about the economy (58%) and their
25% expect same day delivery personal spend plans.
High
expectations Upbeat
More likely to spend on
Less likely to be concerned Comfortable Experiences culinary classes,
with online security issues shopping matter subscriptions and
online fitness classes
Early More likely to shop via
70% purchase everyday
items in bulk
Bulk Buyer adopter* Tech
Savvy
mobile and pay via
mobile payment
Much more open to the renting Open to Less price Less likely to use price comparison sites,
and sharing of products, including Collaborative conscious instead seeking inspiration for purchases
personal items such as footwear consumption from blogs
GCIS 2018 May 2018
PwC 43Future of retail
a
Healthcare in retail trend; similar results experienced year on
year
53%
45% 44% 43%
42% 43%
41%
39% 38% 37%
35% 36% 34% 35%
33%
30% 30%
25% 25%
Provide Provide Have a live Get a Provide Get a blood Get stitches Have an Administer a Have an eye
contact over-the- visit with a minor immunization test or urine removed or echocardiogra MRI scan, examination
lenses counter physician ailment s or injections test wound m at home via ultrasound
medicine diagnosis treatment your or X-rays
smartphone
2017 2016
Q40. Would you trust such a non-traditional health care provider to:
Base: 22,480
Note: Only those who responded ‘Yes’
GCIS 2018 May 2018
PwC 44Products and experiences GCIS 2018 May 2018 PwC 45
Products and experiences
a
Over a quarter of consumers are spending more
on products and experiences
Don’t
Experiences know: 4%
22% 46% 28%
Millennials
Don’t
Products 15% 54% 27% know: 5%
I spend less I spend around the same I spend more
Q22. Not taking into consideration price inflation, how has your disposable income spend changed, if at all, in the last 12 months in the
following categories.
Base: 22,481
GCIS 2018 May 2018
PwC 46Products and experiences
a
Priorities are clear; friends and family matter…
Young millennials:
Spending time with friends and family 51%
57%
Change in priorities (to enjoy life more) 43%
Investing in self ('me time') 37%
Celebrating holidays / life events 36%
Stage of life (more free time) 33%
Retired: 65%
Increased disposable income 30%
Improved/increased choice of experiences
26%
available
Too many products in my home already 13% Early adopters:
27%
Downsizing living arrangements 11%
Other 1%
Q23. Why have you spent more on experiences (e.g. travel, dining out, events)?
Base: 6198. Note: Respondents who selected ‘Spend more’ for experiences at Q22 were asked Q23.
GCIS 2018 May 2018
PwC 47Products and experiences
a
With most spending on travelling and dining out
Travel / Vacations 61% 55+ years:
69%
Restaurants/dining out 57%
Events (tickets to sporting events, concerts, amusement Students: 43%
34%
parks, etc.)
Self-improvement/educational 25%
Personal services (spas, massages, etc.) 22% The age of
health & well-
Outdoor / Adventure pursuits 21% being
Fitness class/gym membership 20%
Art & culture 20%
Subscriptions (Gaming, Music, TV) 19% Males: 23%
Culinary (cookery classes) 13%
Other 3%
Q24. What are the experiences you are most likely to spend on?
Note: Respondents were asked to select ALL that apply
Base: 22,481
GCIS 2018 May 2018
PwC 48Products and experiences
a
Consumers are diving their spend between products and
experiences
Experiences Products
45% 55%
Q25. Thinking of your disposable income, please indicate the proportion you spend on products versus how much you spend on experiences.
Base: 22,481
Note: percentage shown reflects the mean average.
GCIS 2018 May 2018
PwC 49Products and experiences
a
territories with the biggest difference on product and
experience spend
Experiences Products
Hungary
32% 68%
Russia
36% 64%
South Africa
39% 61%
Belgium
40% 60%
Vietnam
60% 40%
Q25. Thinking of your disposable income, please indicate the proportion you spend on products versus how much you spend on experiences.
Note: percentage shown reflects the mean average.
GCIS 2018 May 2018
PwC 50Products and experiences
a
A strong movement toward collaborative consumption
Cars 38%
Other modes of transport (e.g. bicycles, vans, boats) 32%
Sports/outdoor equipment (e.g. skis, golf clubs, tents) 30%
Do-it-yourself/home improvement items 24%
Designer handbags 13%
Jewelry 12%
Footwear and apparel 12%
Furnishings 11%
Other (please specify) 1%
Q11. Please indicate which of the following product categories you would be open to renting or sharing, but not necessarily owning.
Base: 22,481
GCIS 2018 May 2018
PwC 51Shipping and delivery GCIS 2018 May 2018 PwC 52
Shipping and delivery
a
The new ‘last mile’ – back to the retailer
Free return shipping 65%
Eastern Europe: 58%
Package tracking 54% Americas: 60%
Same day delivery 36%
50%
ranked 1st
Delivery at a specific time slot 44% 65 years + : 52%
Store return option 25%
In-store pick-up 22%
Access to a personal shopping service 9%
Curbside pick-up 7%
Shipping and returns have no impact on my purchasing
2%
decisions
Q28. Retailers may offer various options for how you receive your goods. Which of the following services are most attractive to you if offered
at no extra cost
Base: 22,480
Note: Respondents were asked to rank top 3
GCIS 2018 May 2018
PwC 53Shipping and delivery
a
Sweet spot for retailers – Same day delivery
41%
28%
24% 25% 25%
23% 23% Expect goods to arrive
26%
Willing to pay a charge for
10% 11%
8%
7%
2% 3% 3%
2%
A specific Less Same day Next day Two days Three to One week More than
one/two hour than 3 five one week
time of my hours business
choosing days
Q29. For the majority of your online purchases, how soon do you expect your goods to arrive?
Q30. For the majority of your online purchases, which of the following delivery lead time frames are you willing to pay a charge for?
GCIS 2018 May 2018
PwC 54Shipping and delivery
a
For consumers it’s about method and speed rather than who
delivers
National courier service based in my
14%
country
Global courier service - DHL 11%
Anyone, as long as the vehicle is logoed and Africa & Middle East:
9%
the driver in uniform 15%
Local postal service 9%
Global courier service - FedEx 6%
Global courier service - UPS 4%
Not sure 4%
Regional courier service based in my
4%
country
Self-employed driver 2%
I have no preference 36%
Q31. When receiving a package at home, do you have a preference on who delivers your goods?
Base: 22,478
GCIS 2018 May 2018
PwC 55Shipping and delivery
a
Almost 40% of consumers would consider a drone as a
delivery method
Yes – for any
product 16%
Yes – for a low
value product 22%
No 26%
I have not considered
this as a delivery 30%
platform/option
Q32. Would you trust a drone device to deliver your package?
Base: 22,480. Note: 7% of consumers selected ‘Don’t know’
Note: Respondents were asked to select ONE only
GCIS 2018 May 2018
PwC 56Henrik Trangeled Kristensen
Territory Retail & Consumer Leader
+45 8932 5662
+45 2346 8352
henrik.trangeled.kristensen@pwc.com
@HenrikTrangeled
Henrik Trangeled Kristensen (https://dk.linkedin.com/in/htkdk)
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