The Omnichannel Retail Report: COVID-19’s Impact on Consumer Expectations

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Introduction

The world is different now. COVID-19 changed how we live, how we interact, and how we consume.

In March 2020, stores closed and sales moved online. The magnitude of that shift brought the industry to its knees. For the first time, the world paid attention to the supply chain.

New consumer buying behaviors may be one of the most significant and lasting impacts of COVID-19. In Q4 2020, Flexe conducted two surveys to better understand those changes*:

• The 2020 Flexe Omnichannel Consumer Survey, in which 500 consumers were asked about COVID-19’s impact on their shopping behaviors and how delivery promises impact their purchasing decisions.
• The 2020 Flexe Retailer and Brand Business Survey, in which 200+ retailers were surveyed about their eCommerce delivery options and what they are prioritizing as a result of consumer behavior in the last 12 months.