Total Retail Survey 2017

With the need to transform more acute than ever, the time is now for retailers to decide what their future looks like.

Key findings

In 2017, retailers face one of the most competitive environments in decades. With the continuing shift in customer preferences towards online shopping, a lingering low-growth environment in many parts of the world and an unforgiving global marketplace that demands unprecedented technological sophistication, some retailers are being confronted with threats to their very existence.

In some of the most developed economies in the world, the weak end-of-year holiday results have only heightened anxiety over the future of traditional retail.

In PwC’s 2017 Total Retail survey, we asked 1,003 online shoppers across Belgium about their shopping behaviour and expectations. Their answers can help retailers solve the puzzle of where they should invest not only to survive, but thrive in the years ahead.

Based on results of the survey, we’ve set out 10 different types of investments retailers can make to help secure in their future.

 

Download the full report

There were 1,003 respondents to the survey from the 3 regions of Belgium

Key findings of total retail 2017: 37% man - 63% woman from Flanders, Wallonia & Brussels
Share
Created with Highcharts 4.0.1% of total distinct LFDN22 %20 %18 %13 %8 %25-34 Years35-44 Years45-54 Years55-64 Years65 Years010203020 %

With the continuing shift towards online shopping, a lingering low-growth environment and a demand for unprecedented technological sophistication, the very existence of some retailers is under threat.

 

Our Total Retail consumer survey can help retailers solve the puzzle of where they should invest in the years ahead.

Pink icon of hand on mobile device

Mobile site

Invest in the mobile site, not the mobile app

21% of shoppers say the mobile/smartphone will become their main purchasing tool.

 

Pink icon of pie chart

Big Data insights 

Invest in Big Data insights, not just data collection

39% of shoppers want real-time personal offers designed especially for them.
39% of retailers ranked ‘Ability to turn customer data into intelligent and actionable insight’ one of their greatest challenges. 

 

Pink icon of 3 books

Telling the brand story

Invest in the “story” – not traditional advertising

25% of shoppers say that social networks provide their main inspiration for purchases. 

 

Pink icon of handshake

Loyal customers

Invest in keeping already loyal customers

63% are loyal – they know what they like and buy it most often.

 

Pink icon of a medal

Authenticity

Invest in the authenticity of branded goods

18% of cosmetics & fragrances buyers and 16% of jewellery & watches buyers worry that some products sold online aren’t genuine.  

 

Pink icon of 3 people in group

Talent

Invest in talent

77% of shoppers want sales associates with a deep knowledge of the product range.

 

Pink icon of shopping basket

Amazon strategy

Invest in an Amazon.com strategy

42% of shoppers use Amazon.

 

Pink icon of lock

Secure platforms

Invest in more secure platforms

51% of shoppers are wary of having their personal information hacked using their mobile/smartphone. 

 

Pink icon of clothing hanger

Showrooms

Invest in showrooms, not the entire store network

49% of shoppers want an inviting ambiance when they shop.

Pink icon of health symbol

Health and wellness 

Invest in healthcare offerings

12% own a wearable device that tracks or monitors health – and 16% plan to in the future.

 

Contact us

Filip Lozie
Partner
Tel: +32 (0)3 259 3348
Email

François Jaucot
Partner
Tel: +32 (0)2 710 4122
Email

Mathieu Van De Poel
Director
Tel: +32 (0)2 710 4275
Email

Steven Van Bael
Director
Tel: +32 (0)3 2593 357
Email

Follow PwC Belgium