Delivering the retail experience consumers want: online, mobile and in-store

As a leading innovator and provider of customer experience solutions, Qmatic conducted in-depth surveys with 100 UK retail decision makers in organisations with both online and offline channels and 500 consumers who shop online and offline, to identify what’s driving UK retailers to enhance the customer experience, their improvement priorities and the barriers that stand in the way when it comes to delivering a first class experience.

The study was designed to identify disconnects between retailer perceptions of service delivery and actual consumer experience. It was also designed to help retailers gain a deeper understanding of the business case and framework for investing in in-store technologies to improve how they manage the physical shopping experience.





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