Home / Knowledge / News / Retail / Retailers not meeting customer expectations: Oracle Retail

Retailers not meeting customer expectations: Oracle Retail

Oct '19
Pic: Oracle
Pic: Oracle
Retailers are not meeting customer expectations, and in many cases are missing the fundamentals, according to a new global consumer study by Oracle Retail covering 15,800 respondents. The two sides dramatically disagree on how easy it is to return purchases. Shoppers and retailers are also split on what constitutes their most important in-store experiences.

The study was recently released at the Oracle Retail Industry Forum in Madrid.

While 57 per cent of the 210 retailers surveyed noted that returning products is 'very easy’, the same share of consumers disagree and rate the return process as a 'complete hassle' or say at least that could be easier.

More than half (56 per cent) of consumers rated convenience as the top priority, while only 34 per cent of retailers noted it as such. Consumers also ranked discovery, as in space to experiment and try new products (36 per cent) and expert advice (22 per cent) as important when shopping in-store. This was much higher than retailers who indicated these attributes at merely 18 per cent and 6 per cent respectively.

When asked how retailers are preparing to deliver against ever-changing consumer shopping needs, ‘faster shipping’ reigned supreme. Consumers not only agreed but were open to different ways their order could arrive as long as the delivery is fast and cheap.

Ninety two per cent of consumers said they would love ‘free one-day delivery by whatever means is most expedient–drone, driverless car, messenger, etc. This represents a significant increase in positive sentiment toward new delivery models as compared to previous research.

The price for late deliveries according to 13 per cent of consumers is they would never order from that retailer again, according to a press release from Oracle Retail.

Today's shoppers don't view online and in-store as discrete channels and expect the same level of 'perceived convenience' no matter where they shop. In fact, 51 per cent of consumers associate convenience with a great shopping journey, regardless of channel.

In North America, convenience has been raised to new levels, with 57 per cent of respondents in the region valuing convenience above all else, compared to 50 per cent in Europe.

Fibre2Fashion News Desk (DS)

Must ReadView All

Pic: Shutterstock/humphery

Textiles | On 18th Sep 2021

China wants to join CPTPP; Japan to consult members to respond to bid

Chinese commerce minister Wang Wentao recently submitted an...

Pic: Shutterstock

Textiles | On 18th Sep 2021

Eurozone GDP recovers quicker than expected after lockdowns: EU report

The eurozone economy recovered more rapidly than considered earlier...

Pic: Shutterstock

Apparel/Garments | On 18th Sep 2021

BGMEA urges Canadian buyers to source apparel from Bangladesh

Bangladesh Garment Manufacturers and Exporters Association (BGMEA)...

Interviews View All

Textile Industry, Head honchos

Textile Industry
Head honchos

Switch was not 100% pandemic related

Textile Industry, Head honchos

Textile Industry
Head honchos

Luxury is not just about high prices but ability to create desire

Textile Industry, Head honchos

Textile Industry
Head honchos

Ensured payment of fee was least concern for students

Klaus Bergmann,

Klaus Bergmann

German company Erbatech GmbH develops, designs and manufactures high end...

Rishav Bajoria & Subham Sengupta,

Rishav Bajoria & Subham Sengupta

Launched in October 2020, the Gumti app could not have come at a more...

Aashumi Mahajan,

Aashumi Mahajan

The Luxe Maison is a premiere haute couture e-boutique established after...

 Natacha Defeche, Edana

Natacha Defeche

Since 1971, EDANA, the International association serving the nonwovens and ...

Karan Bose, Hula Global

Karan Bose
Hula Global

Hula Global, a leading isolation gown manufacturer in India, has been...

Asif Rahman, MIP

Asif Rahman

MIP is a manufacturer and distributor of high-performance textiles and...

Gaurang Shah, Label Gaurang Shah

Gaurang Shah
Label Gaurang Shah

Hyderabad based designer <b>Gaurang Shah</b>, has been traversing the...

Vidur Adlakha & Riccardo Bennidini, La Fuori

Vidur Adlakha & Riccardo Bennidini
La Fuori

With an active presence in US, Italy and India, clothing brand La Fuori...

Abhishek Bajaj & Samiksha Bajaj, Samshek

Abhishek Bajaj & Samiksha Bajaj

Samshek is a fashion forward tech brand which combines digital experience...

Press Release

Press Release

Letter to Editor

Letter to Editor

RSS Feed

RSS Feed

Submit your press release on


Letter To Editor

(Max. 8000 char.)

Search Companies


Leave your Comments

September 2021

Subscribe today and get the latest update on Textiles, Fashion, Apparel and so on.

Advanced Search