Future Consumer Index: How COVID-19 has affected Retail Consumer Sentiments

About the Report

The effect of coronavirus pandemic and the subsequent lockdown has resulted in a huge setback to the retail industry. Consumers across the world are looking at brands through a new lens. Brands are revisiting their business strategies to cope up with the ‘new normal’ world. In times like these, they need detailed, comprehensive insights to make strategic decisions quickly.

Zence conducted a survey to study the changing consumer sentiments and behavioural impacts stemming from the pandemic. This research indicates the new habits formed during the crisis which will last far beyond this crisis.

Discover shifts in consumer behavior and redesign your CX strategy to engage with the new-world consumers through meaningful conversations and boost sales.

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  • Know the changing consumer behaviour and emerging trends for a post-COVID-19 world
  • Uncover new-world consumer’s preferences and preferred mode of communication
  • Understand how to stay relevant in an evolving retail sector

Key Facts

consumers are likely to shop from a brand via a chat app

consumers are likely to visit retailers who are using self-payment mechanism

consumers are more active on social media platforms than pre-lockdown

Key Takeaways

Safety- first will be the new
Retail Mantra

Shopping from home will be
the new normal

Appointment-based store visits to be the new reality going forward

Contactless sales will be the key to reopening businesses

Conversational Commerce will shape the future of retail