REPORT 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. This report is also available in: French | German | Spanish …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. But…2020 wasn’t all doom and gloom. While the year itself is finally behind us, the impact of 2020 will last even longer than the year felt. Brands and retailers looked at the obstacles ahead of them and made commitments to press forward. 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, we saw order count increase year-over-year by 39% and review count increase 44% during the same time frame.1 As brands and retailers quickly began doing things a little differently, shoppers globally scrambled to adjust almost overnight. From wiping down groceries and buying in bulk, to outfitting a Zoom wardrobe and building home offices, shoppers figured out what they needed and how to get it. Everything we endured in 2020 is a lesson for 2021. With all these changes, we wanted to better understand what behaviors shoppers have internalized and committed to habit, and how these adjustments will change retail going forward. We 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, we explore five key topics: 01. The demographics-based divide in commerce has widened. 02. Private label is an active choice, not an accidental purchase. 03. Social commerce isn’t confined to your social media profiles. 04. Digital comes first, brick-and-mortar second. 05. Get creative to replace in-person awareness and relationship building. Please complete our short form to carry on reading our Report All fields required Related resources All resources WEBINAR Where social commerce is headed next You don’t have to be a social media guru to know it’s become an end game for retail. In fact, active social media users spend... Read more WEBINAR Ad spend ROI is declining, here’s what to do instead Facebook has come a long way from a scrappy website built in a Harvard dorm room. Google has evolved since its launch by two Stanford... Read more INFOGRAPHIC The 3 types of product imagery consumers need It used to be that you'd inspire potential customers with an alluring window display. Something so that when shoppers are walking down the high street,... Read more > Resources > Smarter Shopping > Shopper Experience Index 2021: Rethinking the approach to retail SOLUTIONS Launch Products Improve Content Mix Support Core Products Boost Sales Accelerate Conversion Increase Profit Margin Win at Retail Acquire Customers Expand Globally Gain a Competitive Advantage Elevate Marketing Improve Products Reduce Returns Drive Advocacy Establish Trust Talk with Consumers Empower Brand Participation RESOURCES Asset Library Blog Success Stories COMPANY About Bazaarvoice The Bazaarvoice Advantage Trust Careers Press Events Product Updates Partners Contact CLIENT SERVICES & SUPPORT Customer Support Knowledge Base Developers System Status © Bazaarvoice. All rights reserved. Legal Privacy Terms For more information, read our privacy policy. Cookie settings Accept all cookies