Content about Consumer behaviour

January 7, 2014

Amazon.com and L.L. Bean tied for the highest company-level customer satisfaction scores during the 2013 holiday season.

Ann Arbor, Mich. – Amazon.com and L.L. Bean tied for the highest company-level customer satisfaction scores during the 2013 holiday season. According to the ForeSee Experience Index: 2013 U.S. Retail Edition, Amazon and L.L. Bean both scored 90, while Priceline had the lowest company-level satisfaction score (75) of 100 top retailers included in the Index.

The study offers a comprehensive view of satisfaction at the company-level and across every applicable sales channel including store, contact center, web and mobile.

January 2, 2014

U.S. consumer confidence, which decreased in November 2013, rebounded the following month, according to The Conference Board Consumer Confidence Index, which now stands at 78.1 (1985=100), up from 72 in November.

New York -- U.S. consumer confidence, which decreased in November 2013, rebounded the following month, according to The Conference Board Consumer Confidence Index, which now stands at 78.1 (1985=100), up from 72 in November.

January 2, 2014

The store experience isn’t what it used to be. Rapidly developing omnichannel technologies, such as mobile and social, are redefining the very definition of a “store” and what customers can accomplish within.

The store experience isn’t what it used to be. Rapidly developing omnichannel technologies, such as mobile and social, are redefining the very definition of a “store” and what customers can accomplish within. 

In addition, retailers can glean more information about consumers using leading-edge technology. For example, indoor location analytics vendor iInside lets retailers track and analyze store traffic using customer mobile devices to provide a host of data on store operations and processes. 

December 20, 2013

Overall in-store satisfaction has grown 23% in the last six years.

Scaumburg, Ill. - Overall in-store satisfaction has grown 23% in the last six years. Meanwhile, the annual Motorola Solutions Holiday Shopping study shows that satisfaction with the checkout process and the availability of store associates has increased 32% and 23% respectively since 2008.

November 27, 2013

One of the most significant trends in customer engagement over the past several years is the rise of social media outside marketing and inside customer service.

By Andrew Kokes, global VP, marketing & product management, Sitel

One of the most significant trends in customer engagement over the past several years is the rise of social media outside marketing and inside customer service. Social media is moving beyond contacts and interactions to a culture of community and collaboration for the most engaged and customer-centric companies.

November 4, 2013

Zoomingo, the personalized shopping discovery app that helps shoppers find the best deals in their local stores and malls, announced an agreement with Simon Property Group, the largest mall operator in the U.S., to market the Zoomingo app for the upcoming 2013 holiday shopping season.

Seattle -- Zoomingo, the personalized shopping discovery app that helps shoppers find the best deals in their local stores and malls, announced an agreement with Simon Property Group, the largest mall operator in the U.S., to market the Zoomingo app for the upcoming 2013 holiday shopping season.

October 29, 2013

Consumer confidence fell sharply in October, according to The Conference Board, whose monthly consumer confidence measure dropped to 71.2 in October, down from 80.2 in September.

New York -- Consumer confidence fell sharply in October, according to The Conference Board, whose monthly consumer confidence measure dropped to 71.2 in October, down from 80.2 in September. Economists had expected a reading of 75.0 in October.

The Present Situation Index decreased to 70.7 from 73.5.The Expectations Index fell to 71.5 from 84.7 last month.

October 16, 2013

Consumers will take a conservative approach to spending this holiday season.

Washington, D.C. - Consumers will take a conservative approach to spending this holiday season. According to NRF’s holiday consumer spending survey conducted by Prosper Insights & Analytics, the average holiday shopper will spend $737.95 on gifts, décor, greeting cards and more, 2% less than the $752.24 they actually spent last year. 

October 14, 2013

Consumers value the retail store experience on multiple levels and continue to make the vast majority of their purchases in stores, according to a new study from global management consulting firm A.T. Kearney. The report found that the physical store is the channel of choice across all ages (from Millennial to senior citizens) and household income levels (from less than $25,000 per year to more than $100,000 per year).

Chicago -- Consumers value the retail store experience on multiple levels and continue to make the vast majority of their purchases in stores, according to a new study from global management consulting firm A.T. Kearney. The report found that the physical store is the channel of choice across all ages (from Millennial to senior citizens) and household income levels (from less than $25,000 per year to more than $100,000 per year).

September 24, 2013

Consumer Confidence decreased in September amid resurfacing concerns about the short-term outlook for both jobs and earnings, according to The Conference Board’s Consumer Confidence Index.

New York -- Consumer Confidence decreased in September amid resurfacing concerns about the short-term outlook for both jobs and earnings, according to The Conference Board’s Consumer Confidence Index. The index, which had increased slightly in August, now stands at 79.7, down from 81.8 in August. Analysts had expected the index to fall to 79.9 this month.

The Present Situation Index grew to 73.2 from 70.9. The Expectations Index fell to 84.1 from 89.0 last month.

September 23, 2013

Nearly 158 million consumers will participate in Halloween activities this year, slightly less than the historic high of 170 million people last year.

Washington, D.C. -- Nearly 158 million consumers will participate in Halloween activities this year, slightly less than the historic high of 170 million people last year. New figures from the National Retail Federation (NRF) indicate the average consumer will spend $75.03 on Halloween this year, down 6% from $79.82 last year.

However, average overall spending on Halloween has increased 54.7% since 2005, with total spending estimated to reach $6.9 billion in 2013. Other NRF figures include:

September 18, 2013

Publix Pharmacy is North America’s favorite based on customer satisfaction, according to a new study of 3,600 consumers conducted by customer intelligence solutions provider Market Force Information.

Boulder, Col. -- Publix Pharmacy is North America’s favorite based on customer satisfaction, according to a new study of 3,600 consumers conducted by customer intelligence solutions provider Market Force Information. Target was a close second and Kroger ranked third. All three received high marks in operational attributes such as service, cleanliness, atmosphere and checkout times.

Walgreens and CVS/pharmacy ranked the highest when those consumers were asked to name their pharmacy chain, with 18% identifying Walgreens and 17% CVS.  

August 27, 2013

The Conference Board Consumer Confidence Index, which had declined in July, increased slightly in August.

New York -- The Conference Board Consumer Confidence Index, which had declined in July, increased slightly in August. The Index now stands at 81.5, up from 81.0 in July.

August 26, 2013

Improvements in housing and labor probably helped boost U.S. consumer spending last month.

New York -- Improvements in housing and labor probably helped boost U.S. consumer spending last month. A Bloomberg survey of 59 economists in advance of the official Commerce Department July spending figures on Aug. 30 indicates purchases of goods and services increased 0.3% last month after a 0.5% increase in June.

August 8, 2013

Retailers trying to successfully attract business from back-to-school shoppers need to understand the different types of customer segments they must target.

Boston – Retailers trying to successfully attract business from back-to-school shoppers need to understand the different types of customer segments they must target. According to a new report from social media analytics software provider Crimson Hexagon, back-to-school consumers fall into five broad categories based on how they broadcast their goals, choices, experiences, and opinions about back-to-school shopping on social media.

July 30, 2013

Online consumers in the United States are motivated by the ability to conduct transactions across multiple channels with convenience and positive shipping experiences.

Sandy Springs, Ga. -- Online consumers in the United States are motivated by the ability to conduct transactions across multiple channels with convenience and positive shipping experiences. These are two of the key findings of a new study from UPS and comScore, “Pulse of the Online Shopper.”

July 26, 2013

Nearly 70% (68%) of consumers plan to spend up to $500 this back-to-school shopping season compared with 63% in 2012 and 48% in 2011, according to a new spending forecast from e-commerce platform provider PriceGrabber.

New York — Nearly 70% (68%) of consumers plan to spend up to $500 this back-to-school shopping season compared with 63% in 2012 and 48% in 2011, according to a new spending forecast from e-commerce platform provider PriceGrabber.  Additionally, 17% of respondents plan to spend between $500 and $1,000, and 15% of shoppers said they have no back-to-school shopping budget this year. Conducted from June 17 to July 8, 2013, the survey includes responses from 2,191 U.S. online shopping consumers.

July 18, 2013

The average household expenditure on all types of back-to-school items is expected to be about $285 this year, with 39% of consumers planning to spend more than last year and 45% planning to spend about the same.

New York -- The average household expenditure on all types of back-to-school items is expected to be about $285 this year, with 39% of consumers planning to spend more than last year and 45% planning to spend about the same. According to a new study from the International Council of Shopping Centers and Goldman-Sachs, 29% of households surveyed have started to shop for back-to-school items, which is lower than the 33% that had started at this time last year but more than in any other year since 2004.

May 23, 2013

A Thursday report by Bloomberg said that U.S. consumer confidence for the week ended May 19 advanced, indicating that Americans’ outlook on the economy is optimistic.

New York -- A Thursday report by Bloomberg said that U.S. consumer confidence for the week ended May 19 advanced, indicating that Americans’ outlook on the economy is optimistic.

The weekly Bloomberg Consumer Comfort Index increased to minus 29.4 from minus 30.2 the prior week. A measure of personal finances was positive for a sixth consecutive week, the longest stretch in more than five years, according to Bloomberg.

May 13, 2013

The national vacancy rate for shopping centers dropped slightly from 10.09% to 10.06% in the first quarter of 2013, according to a study by global real estate services company Colliers International.

Seattle -- The national vacancy rate for shopping centers dropped slightly from 10.09% to 10.06% in the first quarter of 2013, according to a study by global real estate services company Colliers International. In addition, shopping centers absorbed nearly 4.5 million sq. ft. in the first quarter.

May 7, 2013

Go offline, young man: That appears to be the mantra of e-commerce merchants these days.

As competition in the world of online retailing heats up — with Amazon's ever-burgeoning dominance posing the biggest threat — more pure-players are taking the brick-and-mortar plunge. It's a reminder, many experts say, of the strong appeal of the in-store experience — even when stacked up against the convenience of online shopping.

May 6, 2013

North American consumers opened their wallets in the first quarter of 2013 and exhibited a desire to spend again, although they remain cautious, according to the Nielsen Global Survey of Consumer Confidence and Spending Intentions.

New York -- North American consumers opened their wallets in the first quarter of 2013 and exhibited a desire to spend again, although they remain cautious, according to the Nielsen Global Survey of Consumer Confidence and Spending Intentions. Forty-two percent said they plan to spend on discretionary items this year, a six-point rise from fourth quarter 2012, and up from the average of 33% over the past three years.

April 12, 2013

A report released Friday found that confidence among American consumers declined in April to a nine-month low.

New York -- A report released Friday found that confidence among American consumers declined in April to a nine-month low. The Thomson Reuters/University of Michigan preliminary index of consumer sentiment declined to 72.3 in April from 78.6 a month earlier, lower than Bloomberg’s earlier estimates that called for a flat reading.

The decline reflects consumer pessimism about the economy and continuing effects from the increased payroll tax.

March 27, 2013

Consumer confidence fell sharply in March, according to The Conference Board's Consumer Confidence Index.

New York -- Consumer confidence fell sharply in March, according to The Conference Board's Consumer Confidence Index. The Index, which had improved in February, now stands at 59.7 down from 68.0 last month.

The Present Situation Index decreased to 57.9 from 61.4. The Expectations Index declined to 60.9 from 72.4 last month.

February 26, 2013

Consumer confidence rebounded in February, reversing three straight months of declines, according to The Conference Board, a private research group.

New York -- Consumer confidence rebounded in February, reversing three straight months of declines, according to The Conference Board, a private research group. The Conference Board’s closely-watched Consumer Confidence Index stands at 69.6, up from 58.4 in January. Economists had expected 60.5, according to research firm FactSet.

It was the highest reading since November’s 71.5 metric.