Speed of service remains a key consideration in driving omnichannel conversions, as connected consumers expect immediacy across their shopping encounters, according to a new report by Black Pepper Software.
- 55% of UK consumers cite speed of service as a key motivation for choosing to shop with a retailer again. Yet, at the same time, long queues still frustrate 60% of shoppers in-store, while slow or unreliable in-store payments processes are a problem for 18%.
- Similarly, slow load times on ecommerce sites were the highest cause of basket abandonment for 47%, and a further 41% of online shoppers said long-winded check out processes would also make them give up on a purchase.
- Almost two thirds (63%) said a user-friendly website or an intuitive and fast app would be most likely to make them return to a retailer.
Josie Byrne, Retail Account Director at Black Pepper Software