Shopper Experience Index 2021: Rethinking the Approach to Retail

While it may have felt like one, 2020 wasn’t a fever dream. Entering a new decade, people and companies alike set lofty goals. 2020 was the year to do big things, grow exponentially, and break new ground.

…And then COVID-19 was declared a global pandemic.

Our collective sense of normalcy came crumbling down. Stores around the world began to shutter, product launches halted, and partnerships delayed.

We saw philanthropic efforts, new life breathed into old products, and exponential online sales growth. In fact, on the Bazaarvoice Network of 11,500 brands and retailers, they saw order count increase year-over-year by 39% and review count increase 44% during the same time frame.

With all these changes, Bazaarvoice wanted to better understand what behaviors shoppers have internalized and committed to habit, and how these adjustments will change retail going forward. Bazaarvoice surveyed over 6,000 shoppers located in the United States, Canada, Mexico, United Kingdom, France, Germany, Spain, and Australia. And let’s just say… banana bread is so 2020.

In this special report, Bazaarvoice will explore five key topics:

1. The demographics-based divide in commerce has widened.
2. Private label is an active choice, not an accidental purchase.
3. Social commerce isn’t confined to your social media profiles.
4. Digital comes first, brick-and-mortar second.
5. Get creative to replace in-person awareness and relationship building.