2021 Consumer Poll: New Habits Die Hard

How Trust Will Define Shopping in Summer 2021

Retailers big and small must step up to earn consumers' trust

Download the 2021 Consumer Poll

2020 was a year of adaptation for retailers and consumers alike. Amid a sudden shift to digital sales channels, some retailers built out eCommerce capabilities for the very first time, while others enhanced existing offerings by testing new delivery options like buy online, pick up in store (BOPIS).

Meanwhile, consumers were also adapting to the changing environment by trying out new ways of online shopping — and forging relationships with brands they trusted to navigate the challenges of an uncertain environment. Eighty-one percent of consumers shopped with at least one new brand online or in-store since March 2020.

To understand the behavioral changes retailers can expect from shoppers, Avionos surveyed 750 U.S. consumers in April 2021 to learn how and why they develop trust in brands and how that trust will influence their shopping habits in summer 2021. We also benchmarked our results against our October 2020 survey of the same audience to understand how consumers’ experiences have changed over time. Download the report to see the full results.

Key Takeaways

  • Customers expect brands to deliver more than just a great digital experience. Brands can make customers feel like they care by offering an easy online purchase experience (27%), responding quickly to inquiries (20%), and taking extra safety precautions (17%).
  • Brands have a big opportunity for sales lift in the second half of 2021. 48% of respondents say they’ll spend more on shopping in summer 2021 than they did in summer 2020.
  • When it comes to building trust with customers, reliability is table stakes. When it comes to trusting a brand, consumers want reliability (45%), fairness (21%) and a great online reputation (11%).
About Avionos
Avionos designs and implements digital commerce and marketing solutions that deliver measurable business outcomes for our clients. Our collaborative and iterative approach drives immediate results, unlocking new revenue, transforming customer experiences, and driving customer engagement.
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