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RETAILINTERNATIONAL OMNI-CHANNEL RETAIL REPORT 2021Shopping in the pandemic and the implications for the futureyougov.com/retailCONTENTS03 Executive summary 05 Overview 06 Methodology 08 Global brick-and-mortar andonline retail purchase behavior 17 Online channel keys to winning 20 Brick-and-mortar keys to winning 22 Channel barriers by geography 25 Improving the experience:Interest & intent for virtual reality/augmented reality 28 Winning in retail - now and the future 30 Appendix A: Market snapshotsEXECUTIVESUMMARYGlobal insights• Both brick-and-mortar and online channels are pervasive with shoppers, with an average penetration across markets of 86% and 81%, respectively.• Most shoppers globally use both online and brick-and-mortar to meet their needs, with nearly three-quarters (74%) having made purchases through both channels in the past three months.• Channel reliance varies depending on product types, as essentials are more likely to be purchased in brick-and-mortar (78%) than online (57%), while discretionary items are more often bought online (72%) versus in-store (57%).• While shopping has shifted online during the pandemic, many consumers still prefer to shop in person. This is particularly true in categories like clothing, where product interaction is important to the shopping experience, and where only 41% of those preferring to buy in-store did so.• Brick-and-mortar and online channels present shoppers with different benefits and barriers that must be weighed when making the decision where to shop depending on trip missions and category needs. – Brick-and-mortar is preferred when needs are immediate, or it is important to physically experience the products. – Online shopping is preferred for the convenience of not having to leave the home, social distancing, and the benefits of wider assortment and detailed product information.3 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021Differences around the world• COVID-19 and governmental response has impacted shopping behavior globally. Nations with the most stringent social restrictions, such as in GB and Germany, show much higher rates of online penetration versus in-store, especially for discretionary items.• The benefits and barriers which shoppers perceive in shopping online and via brick-and-mortar vary between developed and emerging markets. For example, shoppers in emerging markets are more likely to mention data security, payment methods, and delivery times as barriers to shopping online.Divergence across demographics• Globally, category purchase behavior online varies little across age cohorts with few exceptions such as 55+ buying medicine and books more often, or the youngest cohorts spending less on furniture.• The younger the shopper, the more likely they are to show interest in virtual or augmented reality, emerging technologies which aim to bridge the product experience gap when shopping online.4 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021OVERVIEWNow more than ever it is crucial for retailers and brands to understand the dynamics impacting shoppers within the retail industry. No single event has had a more profound impact on shopping attitudes and behaviors globally than COVID-19, raising the stakes for retailers and manufacturers to better understand direct competitive forces, cross-channel interplay between online and brick-and-mortar outlets, and the certainty around how behaviors will normalize post-pandemic.YouGov, with its rich database and profiling systems of consumers, conducted a global study to understand several of these retail dynamics. The insights in this report can help retailers, and the brands that compete within, focus on what matters most: concentrating on the largest benefit spaces and overcoming barriers to drive greater penetration and trip visits.METHODOLOGYThis paper was produced using a combination of data from a custom RealTime survey among YouGov’s industry-recognized panel, executed across 17 global markets, and the YouGov Cube, our proprietary connected data set encompassing hundreds of thousands of variables, collected over the course of a decade from panel members. It is the combination of the Cube’s large panel size, breadth of variables, longitudinal history, and global coverage that allows us to provide a comprehensive view of consumer behaviorsand attitudes across the world. For this analysis we leveraged our RealTime survey linked to YouGov Profiles, our always-on syndicated audience profiling solution that tracks hundreds of thousands of consumer variables in over 55 markets. Our survey was fielded the week of January 11th through the week of February 22nd, 2021, with respondents reflecting on their shopping behaviors and attitudes over the previous three months.The YouGov panel provides a naturally accurate and representative view of the population. Data is adjusted using a mild weighting scheme using interlocking demographic characteristics—methodology considered advanced in the market research industry. For this paper, the following population representation was used:Market Australia China Denmark France GB Germany Hong Kong India Indonesia Italy Mexico Poland Singapore Spain Sweden UAE (United Arab Emirates) USPopulation sampled representation National representative - 16+ National online - 16+ National representative - 18+ National representative - 18+ National representative - 18+ National representative - 18+ National online - 18+ National online (urban only) - 18+ National online - 18+ National representative - 18+ National (urban focus) - 18+ National representative - 18+ National representative - 18+ National representative - 18+ National representative - 18+ National representative - 18+ National representative - 18 years of age +Sample size (n=) 1,031 1,011 1,024 1,012 2,113 1,014 504 1,021 1,018 1,015 1,069 1,011 1,013 1,064 1,012 1,005 2,2516 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021Definitions and data aggregationsSeveral data points and charts have aggregated information across markets and categories. A review of the definitions used in this paper are found in the tables below.Product categories groupingEssentials Cosmetics Household cleaning & laundry Household food & drink Medicines and medical supplies Personal, hair, facial and skin care Sanitary careDiscretionary Books Clothing Entertainment items eReaders, tablets Footwear Furniture & home décor Household appliances Household consumer electrical items Jewelry and watches Mobile phones Personal computers Video gamingMarket types (based on Morgan Stanley Capital Index (MCSI) Market Classification)Australia Denmark France GB Germany Hong Kong Italy Singapore Spain Sweden USMatureChina India Indonesia Mexico Poland UAEEmergingRegionsEurope Denmark France GB Germany Italy Poland Spain SwedenNorth America Mexico USAsia Pacific Australia China Hong Kong India Indonesia SingaporeUAEMEA7 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021GLOBAL BRICK-AND-MORTAR AND ONLINE RETAIL PURCHASE BEHAVIORGlobal and country channel penetrationBrick-and-mortar and online channels are pervasive among shoppers around the globe. The incidence of online and brick-and-mortar channels where people have purchased in the past 90 days ranges from 70-90% across all markets analyzed.The strength of online retail is not just a mature market phenomenon either. Emerging markets such as Indonesia and India still have online penetration rates over the past 90 days hovering at 80%+ of the population.8 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021In terms of market penetration, online channels still slightly lag behind brick-and-mortar in most countries. Only two markets analyzed (GB and China)reported a higher incidence of online versus brick-and-mortar purchases, while all other markets reported higher brick-and-mortar penetration.Channel past 90 day penetration (% of respondents)Spain ItalyPoland Sweden Germany DenmarkFrance GBUS MexicoUAEHong Kong ChinaAustralia Singapore IndonesiaIndiaBrick-and-mortar92% 91% 90% 87% 86% 84% 83% 77%81% 90%85%92% 89% 89% 85% 85% 84%Brick-and-mortar average: 86%Online80% 84% 84%82% 82% 80% 71%86%78% 81%79%80% 91%73% 80% 84% 81%Online average: 81%Figure 1Which, if any, of these categories have you bought in person (from store) in the past three months? (please DO NOT include items that you have bought online and collected in person). Please select all that apply. (Above depicts nets across categories)Which, if any, of these categories have you bought online in the past three months? (Please include items that you have bought online and collected in person) Please select all that apply (Above depicts nets across categories)In terms of market penetration, online channels still slightly lag behind brick-and-mortar in most countries9 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021Exclusive vs dual-channel shopping behaviorMuch like other industry learnings on “repertoire” markets where consumers have a variety of choices, very few consumers shop exclusively at one channel or retailer. The graph below depicts how consumers shop across retail channels. Most consumers shop both across all geographies, with nearly 75% or more of consumers claimingto shop brick-and-mortar and online. GB has the highest proportion of “online only”, while Australia has the greatest proportion of “brick-and-mortar only”, which is driven at least partially by the pandemic and the country's retail restrictions in response.Cross-channel past 90 day purchase behavior (% of respondents)11 12 12 11 16 12 19 814 15123 9 10 15 13 2285 83 81 81 80 79 76 7576 808291 83 82 81 80 744 5 7 7 3 8 5 1710 656883 7 4Poland ItalySweden GermanySpain DenmarkFrance GB USMexico UAEChina IndonesiaIndia Hong KongSingapore AustraliaBrick-and-mortar onlyDual channelOnline onlyFigure 2Which, if any, of these categories have you bought in person (from store) in the past three months? (please DO NOT include items that you have bought online and collected in person). Please select all that apply. (Above depicts nets across categories)Which, if any, of these categories have you bought online in the past three months? (please include items that you have bought online and collected in person) Please select all that apply (Above depicts nets across categories)10 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021Channel and product category purchase behaviorWhile both online and brick-and-mortar channels are well penetrated, it is shoppers’ different trip types, missions, and category needs that often drive whether they will shop in person or online. We can start to distinguish between the channels and their relevancy by looking at the types of product categories consumers are buying in the respective channels.Brick-and-mortar continues to be the go-to method for purchasing everyday essentialitems such as food, drinks, toiletries and more. Conversely, online retail channels are the preferred channel for discretionary items such as shoes, clothing, and electronics. Later we will examine the reasons people are using online retail channels for discretionary items, driven by a mix of pandemic restrictions, benefits of convenience, and in some markets, tech advances that improved the shopping experience.Global product penetration (past 90 days) by type of goods (% of respondents)78% 57%72% 57%Brick-and-mortar EssentialsDiscretionariesOnlineFigure 3Which, if any, of these categories have you bought in person (from store) in the past three months? (please DO NOT include items that you have bought online and collected in person). Please select all that apply. (Above depicts nets across categories)Which, if any, of these categories have you bought online in the past three months? (please include items that you have bought online and collected in person) Please select all that apply (Above depicts nets across categories)Brick-and-mortar continues to be the go-to method for purchasing everyday essential items such as food, drinks, toiletries and more11 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021Channel and product category purchase behavior deep diveZooming in on the types of goods people are looking to buy between brick-and-mortar and online highlights key differences in shopping behaviors.Brick-and-mortar penetration levels are nearly double the online rates across essential categories. The largest gap is seen with food and drink items, where penetration is 32 points higher in brick-and-mortar channels.We observe a different narrative playing out in discretionary categories, where every categorymeasured apart from cosmetics, has a higher penetration online than in brick-and-mortar. Apparel and entertainment are two sectors showing significantly higher penetration levels online. Books and clothing categories show the greatest penetration gap between online and offline purchasing, at +13 and +12 points, respectively. It is worth noting while online is advantaged in these categories, the differences in favor of online are much smaller than what we see on the inverse in essentials.Channel past 90 day penetration (% of respondents)Household food & drink Household cleaning & laundry Personal, hair, facial and skin care Medicines and medical suppliesSanitary careBrick-and-mortar 64%51% 46% 42% 35%Online 32%24% 33%20% 17%Clothing Cosmetics FootwearBooks* Furniture & home décorMobile phones Household appliancesJewelry and watches Household consumer electrical itemsPersonal computers Entertainment itemsVideo gaming eReaders, tablets21% 19% 12% 11% 8% 6% 6% 6% 5% 4% 4% 2%30%42% 19%25% 25% 14% 13% 11% 10% 9% 8% 14% 10% 4%Figure 4Which, if any, of these categories have you bought in person (from store) in the past three months? (please DO NOT include items that you have bought online and collected in person). Please select all that apply. (Above depicts nets across categories)Which, if any, of these categories have you bought online in the past three months? (please include items that you have bought online and collected in person) Please select all that apply (Above depicts nets across categories)Wording: *BRICK-AND-MORTAR: Hard copies and not eBooks or audio books Online: Physical, eBook, audioEvery essential category measured apart from cosmetics, has a higher penetration online than in brick-and-mortar12 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021Online product behavior by genderTargeting women, versus men, for online retail is perhaps the greater of the two opportunities at the moment. Our research shows that women have much stronger online retail purchase behavior versus men for a variety of essential anddiscretionary product categories. Importantly, the biggest differences show up among the most penetrated categories online including personal care, clothing, and cosmetics.Global online product penetration Global product penetration (past 90 days) (% of respondents by gender)Sample size EssentialsDiscretionaryPersonal, hair, facial and skin care Cosmetics Sanitary care Household cleaning & laundry Medicines and medical supplies Household food & drink Clothing Books Footwear Furniture & home décor Jewelry and watches Household appliances eReaders, tablets Entertainment items Personal computers Mobile phones Household consumer electrical items Video gamingFemale %9,530 41 27 20 26 22 3449 28 27 16 12 9 4 12 6 11 8 7Male %9,658 25 12 14 21 18 3135 22 22 12 8 9 5 16 10 16 14 14Difference pt.+16 +15 +6 +6 +4 +3 +14 +6 +5 +4 +3 0 –1 –3 –4 –5 –6 –7Figure 5Which, if any, of these categories have you bought online in the past three months? (please include items that you have bought online and collected in person) Please select all that apply.Our research shows that women have much stronger online retail purchase behavior versus men13 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021Online product behavior by ageThe data also shows that online purchase behavior is largely similar until you approach the 55+ age cohort, where incidence is lower across most measured categories. While online penetration is lower among the older generation, it is still a sizeable demographic across countries, that offers a large opportunity for penetration growth which should not be ignored.The product category exceptions to these may be driven by category relevancy to particular cohorts. The youngest cohort exhibits lower penetration across household cleaning & laundry, medicines, furniture & home décor, and household appliances— all categories they are generally less likely to engage with versus middle and older age cohorts.Global online product penetration (past 90 days) (% of respondents by age)Sample size EssentialsDiscretionaryAll 18-24 25-34 35-44 45-54 55+ 19,188 2,451 4,102 3,509 3,133 5,993Personal, hair, facial and skin care Household food & drink Household cleaning & laundry Medicines and medical supplies Cosmetics Sanitary care33353937342532303738332724162630262020162220 20 20192324231913171620 221712Clothing424446464436Books252223252628Footwear252327302720Furniture & home décor141016161613Entertainment items141516171410Mobile phones13121517159Household consumer electrical items 11812131210Video gaming10161614103Jewelry and watches10131211107Household appliances958101110Personal computers89101085eReaders, tablets445544Figure 6Which, if any, of these categories have you bought online in the past three months? (please include items that you have bought online and collected in person) Please select all that apply.Online purchase behavior is largely similar until you approach the 55+ age cohort14 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021Impact of Covid-19 on channel behaviorThe action of buying discretionary items online varies between markets, to some extent driven by restrictions due to COVID-19. While the pandemic dramatically impacted shopping behavior globally, we see major differences across markets when looking at discretionary categories by channel. The biggest disparity between channels as it pertains to discretionary goods is in GB and Germany, two nations with stiffer government restrictions, where online shopping penetrationis 30-45 points higher for online channels than brick and mortar. Other western markets such as Denmark and Sweden have also seen a dramatic shift to online.Markets that have suffered “milder” outbreaks (and more relaxed shopping restrictions) such as Australia have gone the opposite way, with people claiming to shop more in brick-and-mortar outlets than online in the past 90 days.Past 90 day channel penetration for discretionary goods (% of respondents)80% 58%79% 78% 78%71% 70%74% 73% 73% 72% 69% 67%56% 46%72% 70% 63%69%71%68%66%66%68% 65%65% 63%61%58%60%54%50%39% 36%China GBPoland ItalyGermany Spain IndiaIndonesia DenmarkMexico SwedenUS Australia SingaporeUAE France Hong KongBrick-and-mortarOnlineFigure 7Which, if any, of these categories have you bought in person (from store) in the past three months? (please DO NOT include items that you have bought online and collected in person). Please select all that apply. (Above depicts nets across categories)Which, if any, of these categories have you bought online in the past three months? (please include items that you have bought online and collected in person) Please select all that apply (Above depicts nets across categories)National policies on social distancing greatly impacted discretionary shoppers’ choice of online vs. in person shopping15 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021A contradiction in channel preferences and behaviorsDespite the growth of online retail, there are still many shoppers that want to buy through brick-and-mortar outlets. We asked consumers about channel preferences for one specific and exceptionally large category—clothing. We then compared their actual shopping behavior for clothing with what they wanted to do, to see how actions compared to desires.The results were astounding. In Western European countries and the US, less than 50% of consumers who wanted to shop brick-and-mortar channels for clothing were doing so. Several of these countries have undergone some of the strictest restrictions around the globe due to the pandemic. Consumers were still buying clothes, even if they were not doing so in their preferred channel. GB and Germany ranked lowest on brick-and-mortar conversion among those that wanted to buy in that channel, with only 22% of this cohort purchasing in-store.For brick-and-mortar retailers this raises both optimism and concern looking forward. On one hand, there is reason to believe that after the pandemic ends consumers will return to the shopping channel they prefer. That is assuming that under the current restrictions, they have not discovered something from shopping via online channels that will impact their long-term behavior. The outlook that many will return to physical stores is favorable, given that recent online clothing shoppers say they still prefer brick-and-mortar.While this is good news if you are a brick-and-mortar retailer, it does not help right now in countries still under tight restrictions and battling the ongoing threat that Covid-19 poses. On the positive, the pandemic prompted many retailers to embrace an omni-channel approach, which should benefit them long term to meet uncertainty impacting shoppers.Past 90 day brick-and-mortar clothing penetration among those that prefer to buy clothes in brick-and-mortar (% of respondents)55% 54% 54%53%52% 51% 50%47% 47%44%42% 42%41%38%24% 22% 22%UAE Hong KongAustralia ItalyFrance Spain India ChinaSingapore Mexico Poland Sweden USIndonesia DenmarkGB GermanyFigure 8 Which, if any, of these categories have you bought in person (from store) in the past three months? (please DO NOT include items that you have bought online and collected in person). Please select all that apply. (Above depicts nets across categories) Question: Which, if any, of the following categories do you prefer to buy in person (from a store)? (for the purposes of this question please imagine covid-19 pandemic has ended and you can shop without restrictions) Please select all that apply. Filter: Selected “Yes” for clothing category:16 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021ONLINE CHANNEL KEYS TO WINNINGBenefit territories of online retailOnline retailers have benefited in the short term by addressing the challenges shoppers face in buying goods while also adhering to social distancing restrictions. Home delivery is the number one motivational factor to buy online, and we would expect that to continue even after the pandemic ends. In general, convenience is seen as online’s biggest macro-benefit, as many shoppers said it is “easier to purchase things online” and “easier to compare products.”Another key benefit which online clearly owns is that of “endless” variety, as online assortment is not constrained by the same physical shelf space as brick-and-mortar. While this advantage will win some shoppers, there is still an onus on online retailers to make their virtual storefronts as shoppable as possible with the expanded assortment, as some shoppers can be overwhelmed with too much choice.17 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021Key motivational factors to purchase goods from online channels (% of respondents)57%47%42%40%37%29%28%16%Home deliveryIt is easier to purchase things onlineVariety of products availablePromotional offersEasier to compare productsAdhering to social distancing guidance and/or avoiding publicinteractionsProduct detailsand descriptionsCan try things in privacy at homeFigure 9 Question: Which, if any, of the motivates you to purchase items online? Please select all that apply.18 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021Barriers to address for online retailOnline retailers must address the barriers that exist for channel adoption, revolving around different facets of value, convenience, and experience. Delivery charges and the inability to physically experience products ranked highest in terms of barriers. While many see convenience as a benefit by limiting the need for a trip to the store, there aretimes that delivery waits become a barrier, especially when shoppers’ needs are immediate. Online retailers are progressing in reducing these barriers by investing in infrastructure to reduce delivery times and embracing technologies like virtual reality to provide more of an “in-store” experience.Key barriers to purchase goods from online channels (% of respondents)46%45%39%38%33%32%25%17%5%Delivery chargesPhysically experiencinga productProduct return policyCan't trythingsDelivery timeWorries about Uncertainty personal of deliveryinformation and data securityPayment methodsInternet access issuesFigure 10 Question: Which, if any, of the following dissuade you from buying things online? Please select all that apply.19 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021BRICK-AND-MORTAR KEYS TO WINNINGBenefit territories of brick-and-mortar retailBrick-and-mortar will always play a critical role in meeting certain needs of consumers. In the near future, in-store provides experiences that cannot currently be found online. The top reasons people shop in brick-and-mortar include physically experiencing products, and the ability to try things in store. While tech advances and improvedonline user experience are helping to close the experience gap, no technology will be able to fully replicate the act of touching and smelling fresh produce or trying on a pair of new jeans. Beyond experience, convenience can be another key motivator for brick-and-mortar channels, especially when needs are immediate.Key motivational factors to purchase goods from brick-and-mortar channels (% of respondents)62%53%45%37% 34%29%26%25%17%Physically Can try things Speed ofexperiencing in storepurchasea productIt is easier toThepurchase experiencethings in of visiting aperson store in personProduct return policyI trust physical tores more than online storesPayment methods availableI like to shopwith other peopleFigure 11 Question: Which, if any, of the motivates you to purchase items in person (from store)? Please select all that apply.20 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021Barriers to address for brick-and-mortar retailBrick-and-mortar outlets are not without challenges, some of which are more acute now given the pandemic. The number one reason people claimed they have not shopped at a brick-and-mortar outlet is due to social restrictions.After the pandemic subsides, for retailers to grow, whether they operate exclusively online, brick-and-mortar only, or in both, they need to attract more shoppers to their "stores". To do so, it is imperative they reduce friction and eliminate barriers that today might be impeding certain groups of shoppers from shopping with them.Brick-and-mortar retailers should look carefully at the way they generate value through competitive promotions and offers as well as improving the convenience of the in-store experience. There is an opportunity to explore physical store designs and locations that address common barriers and capitalize on a growing trend to shop local.It is worth noting that while variety was the third most commonly selected motivator for shopping online, only 27% cite lack of variety as a barrier to shopping brick-and-mortar.Key barriers to purchase goods from brick-and-mortar channels (% of respondents)35%31%30%27%26%24%16%Adhering to social distancing guidance and/or avoiding publicinteractionsLack of offers/discountsInconvenience of visiting aphysical storeProductLack of physicalselection/variety stores in my areaParkingFigure 12Question: Which, if any, of the following dissuade you from buying things in person (from store)? Please select all that apply.AccessibilityBrick-and-mortar retailers should explore enhancements to store design and location to address convenience barriers21 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021CHANNEL BARRIERS BY GEOGRAPHYThe key motivators to shop in specific channels do not differ much in rank order when comparing across demographics and geographics. This is welcome information for global retailers because it means they can confidently explore positions around these benefit territories that will work across the board. This allows retailers to benefit from greater scale around one idea versus having to invest significantly into customization market by market, segment by segment.The double-jeopardy rule for retailers says that growth will come from attracting more buyers and with it capturing slightly more trips from each buyer. Getting more customers means addressing barriers that are mitigating penetration today,and those inhibitors differ in some ways across geographic and demographic attributes. If a retailer can successfully address these nuanced differences across markets and cohorts, they will be far more likely to succeed in attracting additional shoppers.When we look at the key purchase barriers in brick-and-mortar by market region, we uncover some noticeable differences in pain points that impede shopping in person in emerging markets. Shoppers in these emerging markets reported higher barrier levels, most notably around offers and discounts, and to a lesser extent product assortment and convenience.22 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021Key barriers to purchase goods from brick-and-mortar channels (% of respondents)Emerging 40%Bigger barrier difference30%26%27% 25%23%31% 30%26% 27%19%15%Developed36% 34%Lack ofProductoffers/discounts selection/varietyParkingAccessibilityInconvenience of visiting aphysical storeEmergingDevelopedLack of physical stores in my areaAdhering to social distancing guidance and/or avoiding publicinteractionsFigure 13Question: Which, if any, of the following dissuade you from buying things in person (from store)? Please select all that apply.23 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021When we look at the barriers to shopping online channels, we see notable differences between developed and emerging markets. In developing nations, the biggest barriers are cost (delivery charges) and experience-related (inability to try products). In emerging markets, shoppersreported higher barrier levels around information security and payment methods. Given cash still is a common form of payment in emerging markets, retailers should look to address this issue directly or convert consumers to digital methods to alleviate concerns.Key barriers to purchase goods from online channels (% of respondents)Emerging38%28% 23%36% 31%Bigger barrier difference 45% 45%39% 40%Developed 49%41%40%33%26% 25%14%Worries about personalinformation anddata securityPayment methodsDelivery time8% 4%Internet Acces IssuesUncertainty Physically of delivery experiencinga productProduct return policyEmergingDevelopedCan't try thingsDelivery chargesFigure 14 Question: Which, if any, of the following dissuade you from buying things online? Please select all that apply.Online retailers in emerging markets should look to address payment barriers to drive greater channel engagement24 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021IMPROVING THE EXPERIENCE: INTEREST & INTENT FOR VIRTUAL REALITY AND AUGMENTED REALITYTechnological innovation, such as virtual or augmented reality tools, offer online retailers an opportunity to reduce barriers by simulating in-person experiences. While the technology exists, when we ask consumers how they feel about this idea our findings show that interest in such tools varies by category, but overall, is still fairly nascent. Less than 50% of consumers globally claim interest in using this technology for any category specifically. Consumers show most interest in using these solutions for clothes and technology, two categories that shoppers prefer to engage with in person.25 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021Interest by product category and age breaksThere are also key differences across age cohorts and interest in these technologies. The younger the cohort, the higher the interest. Familiarity with this type of technology will grow and it can beanticipated that favourability to use it will grow in turn as younger generations become older and the less interested generations become a smaller size of the overall shopper market.Global VR/AR interest by category (% of respondents by age)18–24 25–34 35–44Sample Size2,4514,1023,509Clothes525045Technologies/home appliances403940Furniture323534Video games3831245–54 3,13344 36 28 1455+ 5,99334 29 21 5All 19,18843 36 29 20Figure 17Question: Thinking of the clothes/goods you might buy in the next 12 months, which of the following categories would you be interested in trying via augmented reality/virtual reality before making a purchase?26 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021Interest by geographyThe outlook for this technology and its adoption also looks different across the world. We did not specifically explore the reasons for this, but the data shows a clear story-interest to adopt virtualor augmented reality across the board is higher in Asia, the UAE, and Mexico compared to Western Europe and the US.Global VR/AR interest by category (% of respondents by region/country)USAEuropeAsia PacificMexicoSample size2,2519,2655,5981,069Clothes27415060Technologies/home appliances22304651Furniture23283139Video games18142827UAE 1,00553 46 34 23All 19,18843 36 29 20Figure 18Question: Thinking of the clothes/goods you might buy in the next 12 months, which of the following categories would you be interested in trying via augmented reality/virtual reality before making a purchase?Interest to adopt virtual or augmented reality is higher in Asia, the UAE, and Mexico, and among younger age cohorts27 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021WINNING IN RETAIL NOW AND THE FUTURETo win in the marketplace in the future, retailers will need to be smart in the strategies they implement as resources are finite. Our research uncovered many key motivators and barriers to shopping, across online and brick-and-mortar, that retailers and brands must consider. If we ladder up these motivators and barriers, we can concludethat shoppers’ attitudes and habits reflect how channels and retailers deliver on three areas: Shopping experience, convenience, and value. The table below provides a brief snapshot of the strengths and weaknesses of online and offline channels across these benefit areas.28 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021ExperienceBrick-and-mortar Physically experiencingmotivators& trying productsThe retail experienceReturn policiesTrust in physical storesBrick-and-mortar Social distancingbarriersrestrictionsLimited assortmentOnline motivators Variety & assortmentProduct details, descriptions & ratingsOnline barriersCannot experience a physical product Return policies Data privacyConvenience Speed of purchase Easier to buy in personValueInconvenient to visit store Parking Distance to storeHome delivery Easier to purchase online Easier to compare itemsDelivery timesLack of offers & promotions Promotional offersDelivery chargesFigure 19There are numerous paths a retailer could take to grow their shopper base. What is right for one chain in Europe, may not work for another in the United States. Success will ultimately come to those that intimately understand the shoppers within their markets, act in a manner that appeals to those shoppers by addressing barriers and building distinct experiences appealing to them, all while doing so in a profitable manner.One thing that this past year has shown us is that shoppers’ needs and behaviors can change quickly.The pandemic drove unprecedented behavioral shifts, many of which will have staying power long after social restrictions ease. It is a certainty that shoppers’ desire and habits will continue to morph over time. Retailers will need to remain ready and continue to evolve to stay in line with their shoppers.This paper represents just a fraction of the data we collect on the retail industry. Please contact one of our experts to find out more.The pandemic drove unprecedented behavioral shifts, many of which will have staying power long after social restrictions ease29 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021APPENDIX A: MARKET SNAPSHOTSAPAC RegionA1: Brick-and-mortar past 3 months channel product purchase incidenceHong Australia China KongSample Size1031 1011 504Household food & drink67% 55% 61%Personal, hair, facial and skin care54% 26% 46%Household cleaning & laundry60% 26% 39%Medicines & medical supplies55% 27% 25%Clothing42% 28% 35%Sanitary care28%17% 33%Footwear28% 21% 18%Cosmetics24%15% 17%Books17%12% 7%Mobile phones10%9% 10%Furniture & home décor14%8% 11%Household appliances9%3% 7%Jewelry and watches12%6% 6%Household consumer electrical items 8%5% 5%Personal computers7%7% 6%Entertainment items8%7% 3%Video gaming8%6% 5%eReaders, tablets3%6% 4%India Indonesia Singapore1021 1018101341%50%55%33%37%41%37%32%37%40% 36%30%34%23%33%35%16%23%28%13%21%25%18%14%16%8%7%15%13%10%12%12%11%10%12%9%11%9%8%12%8%8%9%8%5%8%4%3%5%4%2%5%3%1%All 5598 54% 39% 39% 36% 32% 25% 22% 19% 12% 11% 11%9% 9% 8% 7% 6% 5% 4%30 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021A2: Online past 3 months channel product purchase incidenceHong Australia China Kong India Indonesia Singapore AllSample size1031 1011 504 1021 10181013 5598Clothing37%52% 29% 45%45%39%42%Household food & drink26%55% 38% 33%37%39%38%Personal, hair, facial and skin care40% 45% 30% 42%34%25%36%Household cleaning & laundry20% 33% 26% 31%21%30%27%Footwear20% 36% 17% 34%14%19%24%Cosmetics16%27% 12% 29%27%13%21%Books21% 26% 12% 22%14%11%18%Medicines and medical supplies14%22% 9% 26%20%11%18%Sanitary care11%21% 23% 29%14%13%18%Mobile phones29% 16% 6% 13%11%10%15%Entertainment items12%16% 11% 14%12%10%13%Furniture & home décor12%11% 10% 13%14%11%12%Household consumer electrical items 8%10% 8% 13%13%11%11%Jewelry and watches14%7% 7% 11%9%10%10%Video gaming10% 14% 10% 7%8%8%9%Household appliances6%8% 6% 13%10%9%9%Personal computers7%12% 8% 11%8%8%9%eReaders, tablets4%6% 4% 6%2%4%4%A3: Preference for shopping brick-and-mortar channelsSample size Household food & drink Clothing Medicines and medical supplies Footwear Personal, hair, facial and skin care Household cleaning & laundry Furniture & home décor Mobile phones Personal computers Household appliances Jewelry and watches Cosmetics Household consumer electrical items Sanitary care Books Entertainment items eReaders, tablets Video gamingHong Australia China Kong1031 1011 50460% 45% 54%55% 31% 50%53% 26% 32%54% 27% 44%48% 24% 46%49%17% 34%43% 12% 31%36% 14% 35%35%11% 29%39%8% 27%33%11% 29%32% 16% 28%35%9% 22%28%15% 34%25% 14% 19%18%8% 17%17%9% 14%12%7% 12%India Indonesia Singapore1021 1018101337%48%38%40%37%43%40%35%33%40% 20%40%36%32%31%33%25%26%28%25%34%24%32%33%22%28%31%21%23%33%28%23%24%30%21%19%20% 27%27%31%16%16%21%15%12%14%10%7%10%11%11%7%7%5%All 5598 46% 42% 37% 37% 35% 30% 29% 29% 26% 25% 24% 24% 24% 23% 18% 12% 12%8%31 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021A4: Category motivators for brick-and-mortar channelsSample size Physically experiencing a product Can try things in store Speed of purchase It is easier to purchase things in person The experience of visiting a store in person Product return policy I trust physical stores more than online stores Payment methods available I like to shop with other peopleHong Australia China Kong India Indonesia Singapore All1031 1011 504 1021 10181013 559865%53% 67% 53%58%65%60%60% 35% 44% 39%59%59%50%52%37% 39% 46%47%43%44%46%31% 43% 40%46%39%40%34% 40% 36% 31% 15%25% 46% 35% 18% 19% 35% 24% 29% 32% 13% 22% 37% 13% 15% 19%39% 32% 26% 29% 12%34% 29% 30% 26% 11%35% 30% 30% 27% 14%A5: Category barriers for brick-and-mortar channelsBrick-and-mortar - barriers Sample size Lack of offers/discounts Inconvenience of visiting a physical store Adhering to social distancing guidance and/or avoiding public interactions Product selection/variety Lack of physical stores in my area Parking AccessibilityHong Australia China Kong1031 1011 504 28% 45% 42%India Indonesia Singapore1021 1018101347%52%46%All 5598 44%33% 43% 39% 31%32%46%37%33%27% 35% 37%33%27%31% 24% 35%36%26%26% 26% 26%27%31%24% 9% 29%24%16%10% 6% 22%19%29%25% 31% 23% 30%32%30% 27% 25% 18%32 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021A6: Category motivators for online channelsBuying online - motivators Sample Size Home delivery It is easier to purchase things online Promotional offers Variety of products available Easier to compare products Product details and descriptions Adhering to social distancing guidance and/or avoiding public interactions Can try things in privacy at homeHong Australia China Kong India Indonesia Singapore All1031 1011 504 1021 10181013 559848%51% 43% 66%56%63%55%41%54% 42% 53%60%46%50%38% 39% 53% 52%59%34%45%36% 40% 30% 50%44%39%41%33% 36% 39% 51%42%42%41%41%28% 27% 38%34%26%33%22%19% 23% 32%32%24%25%13%17% 13% 28%18%13%17%A7: Category barriers for online channelsBuying online - motivators Sample size Delivery charges Physically experiencing a product Product return policy Delivery time Worries about personal information and data security Can't try things Uncertainty of delivery Payment methods Lack of internet access /quality of internet accessHong Australia China Kong India Indonesia Singapore All1031 1011 504 1021 10181013 559855% 28% 49% 39% 50%55%46%47% 42% 48% 41%41%51%45%45%34% 36% 45%34%45%40%43%32% 38% 36%44%36%38%34%36% 33% 38%35%38%36%45% 16% 37% 20% 48%24%25% 27% 29%35%17%14% 17% 29%21%46%35%31%29%16%20%4%14% 8% 10%11%6%9%A8: Interest in virtual reality and augmented realityVirtual reality interest Sample size Clothes Technologies/home appliances Furniture Video games None of theseHong Australia China Kong India Indonesia Singapore All1031 1011 504 1021 10181013 559840% 59% 50% 67%44%39%50%34%48% 41% 56%50%43%46%30% 25% 25% 37%35%28%31%22% 35% 23% 18%48%16%28%28%7% 15% 8%4%24%14%33 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021EuropeB1: Brick-and-mortar past 3 months channel product purchase incidenceSample size Household food & drink Household cleaning & laundry Personal, hair, facial and skin care Medicines and medical supplies Sanitary care Clothing Cosmetics Footwear Books Furniture & home décor Household appliances Mobile phones Household consumer electrical items Jewelry and watches Entertainment items Video gaming Personal computers eReaders, tabletsDenmark France GB Germany Italy Poland Spain Sweden 1024 1012 2113 1014 1015 1011 1064 1012 71% 63% 68% 70% 73% 70% 79% 74%52% 54% 50% 59% 70% 60% 70% 50%38% 55% 42% 59% 63% 53% 61% 42%43% 36% 39% 36% 59% 54% 62% 45%11% 39% 19% 54% 60% 58% 67% 49%19% 36% 17% 14% 40% 30% 38% 32%10% 26% 12% 26% 27% 52% 35% 13%7%24% 6%8%29% 24% 27% 17%9%20% 10%9%24% 14% 18% 10%7%14% 8%5%12% 14% 14% 14%2%7% 2%3%10% 9% 8%7%3%5% 1%2%9% 10% 8%5%3%3% 2%2%7% 6% 6%8%3%6% 1%3%7%7%6%6%2%6% 3%2%3% 3% 4%4%1%5% 2%2%4% 2% 5%2%1%2% 1%2%5% 4% 4%3%1%1% 1%1%3% 2% 2%1%All 9265 71%57%51%46%42% 27% 24% 16% 14% 11% 5% 5%5%4% 3% 3% 3% 1%34 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021B2: Online past 3 months channel product purchase incidenceDenmark France GB Germany Italy Poland Spain SwedenSample size1024 1012 2113 1014 1015 1011 1064 1012Clothing44% 39% 48% 47% 36% 45% 44% 44%Books23% 21% 41% 29% 39% 29% 28% 26%Personal, hair, facial and 27% 19% 34% 22% 37% 33% 27% 37%skin careHousehold food & drink 25% 20% 44% 16% 25% 26% 21% 30%Footwear21% 22% 26% 26% 24% 34% 28% 23%Household cleaning & laundry13% 13% 29% 11% 25% 30% 18% 16%Medicines and medical14%5% 19% 29% 19% 25% 9%40%suppliesCosmetics12% 18% 15% 15% 21% 39% 19% 20%Furniture & home décor 15% 14% 18% 14% 14% 18% 14% 15%Sanitary care3%8% 12% 12% 19% 25% 19% 29%Entertainment items11%8% 20% 15%14% 13% 11%14%Mobile phones8%9% 9%10% 17% 17% 17% 10%Household consumer electrical items11%6% 13%8%19% 11% 13% 11%Video gaming7%8% 13%8%11% 11% 13% 10%Jewelry and watches10%9% 9%10% 13% 14% 9%8%Household appliances6%7% 11%11%13% 13% 8%8%Personal computers4%5% 6%9%9% 10% 7%6%eReaders, tablets1%1% 4%4%6% 4% 6%3%All 9265 44% 31%30%28% 26%20%20%19% 16% 15% 14% 12%11%10% 10% 10% 7% 4%35 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021B3: Preference for shopping brick-and-mortar channelsDenmark France GB Germany Italy Poland Spain SwedenSample size1024 1012 2113 1014 1015 1011 1064 1012Household food & drink71% 60% 59% 69% 67% 67% 69% 67%Footwear51% 42% 54% 45% 50% 49% 54% 52%Clothing50% 43% 58% 41% 51% 44% 53% 49%Household cleaning & laundry47% 46% 43% 55% 47% 41% 51% 35%Medicines and medical supplies43% 43% 40% 38% 49% 43% 56% 33%Personal, hair, facial and 38% 47% 41% 55% 43% 36% 47% 34%skin careFurniture & home décor 44% 31% 41% 35% 36% 33% 39% 43%Sanitary care18% 36% 20% 49% 39% 38% 48% 33%Cosmetics25% 32% 28% 39% 32% 40% 40% 21%Household appliances32% 26% 28% 28% 30% 26% 34% 31%Jewelry and watches31% 22% 28% 20% 26% 20% 29% 25%Mobile phones25% 23% 21% 16% 25% 22% 29% 26%Household consumer electrical items26% 20% 26% 18% 19% 19% 28% 25%Personal computers25% 21% 21% 19% 24% 20% 27% 23%Books20% 23% 26% 19% 23% 18% 26% 20%eReaders, tablets13% 12% 12% 10% 11% 9% 15% 15%Entertainment items10% 13% 11%9%10% 9% 13%9%Video gaming7%7% 6%6%7% 7% 11%7%All 9265 65% 50% 50%45%43%42%38% 33% 32% 29% 25% 23%23%22% 22% 12% 10% 7%B4: Category motivators for brick-and-mortar channelsDenmark France GB Germany Italy Poland Spain SwedenSample size1024 1012 2113 1014 1015 1011 1064 1012Physically experiencing a product69%51% 69% 63% 63% 58% 70% 58%Can try things in store64% 49% 57% 52% 56% 56% 59% 63%Speed of purchase34% 46% 47% 26% 44% 46% 50% 44%It is easier to purchase things in person31% 44% 38% 31% 30% 36% 29% 38%The experience of 35% 29% 42% 38% 35% 23% 35% 31%visiting a store in personProduct return policy31% 26% 32% 21% 20% 20% 36% 25%I trust physical stores 27% 28% 23% 18% 23% 22% 30% 23%more than online storesPayment methods available13% 21% 20% 21% 23% 28% 31% 20%I like to shop with other people16% 20% 18% 27% 32% 15% 17% 14%All 9265 63% 57% 43% 35%34% 27% 24%22%19%36 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021B5: Category barriers for brick-and-mortar channelsDenmark France GB Germany Italy Poland Spain SwedenSample size1024 1012 2113 1014 1015 1011 1064 1012Adhering to social distancing guidance and/or avoiding public interactions27% 25% 48% 34% 32% 25% 38% 32%Lack of physical stores in my area16% 22% 31% 42% 23% 23% 25% 24%Product selection/variety 20% 23% 24% 33% 24% 34% 22% 26%Inconvenience of visiting 18% 13% 31% 33% 22% 22% 29% 24%a physical storeLack of offers/discounts 17% 26% 18% 26% 35% 25% 30% 19%Parking18% 15% 28% 28% 27% 25% 30% 14%Accessibility18% 14% 12% 15% 11% 22% 16% 20%All 926534%26% 25% 25% 24% 24% 16%B6: Category motivators for online channelsDenmark France GB Germany Italy Poland Spain SwedenSample size1024 1012 2113 1014 1015 1011 1064 1012Home delivery44% 47% 64% 66% 60% 64% 63% 42%It is easier to purchase things online48% 38% 56% 44% 42% 42% 36% 43%Variety of products available37% 32% 41% 41% 50% 48% 48% 43%Promotional offers32% 42% 34% 13% 59% 46% 49% 39%Easier to compare products34% 32% 35% 55% 40% 39% 31% 37%Adhering to social distancing guidance and/or avoiding public interactions28% 17% 44% 32% 28% 15% 29% 22%Product details and descriptions27% 16% 26% 24% 25% 34% 22% 28%Can try things in privacy 18%at home9% 16% 27% 13% 15% 15% 19%All 9265 57% 45% 42% 39% 37%29%25% 16%37 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021B7: Category barriers for online channelsDenmark France GB Germany Italy Poland Spain SwedenSample size1024 1012 2113 1014 1015 1011 1064 1012Delivery charges47% 45% 54% 43% 39% 39% 53% 42%Physically experiencing a product51% 30% 50% 35% 39% 47% 55% 41%Can't try things46% 40% 41% 35% 36% 43% 38% 44%Product return policy41% 35% 46% 30% 33% 30% 47% 36%Delivery time21% 28% 32% 27% 22% 26% 32% 25%Worries about personal information and data security17% 30% 29% 19% 18% 32% 38% 18%Uncertainty of delivery18% 25% 26% 23% 17% 20% 25% 19%Payment methods12% 14% 9%16% 13% 15% 20% 12%Lack of internet access/2%5% 2%3%3% 4% 2%3%quality of internet accessAll 9265 46% 44% 40% 38% 27%26%22% 13% 3%B8: Interest in virtual reality and augmented realitySample size Clothes Technologies/home appliances Furniture None of these Video gamesDenmark France GB Germany Italy Poland Spain Sweden 1024 1012 2113 1014 1015 1011 1064 1012 31% 45% 28% 39% 51% 57% 49% 42%All 9265 41%21% 25% 22% 25% 43% 44% 35% 33% 30%26% 25% 22% 23% 32% 30% 35% 36% 28%24% 25% 43% 32% 13% 12% 15% 24% 26%12% 13% 11%11%16% 17% 20% 18%14%38 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021North America: United Stated & MexicoC1: Brick-and-mortar past 3 months channel product purchase incidenceSample size Household food & drink Household cleaning & laundry Personal, hair, facial and skin care Medicines and medical supplies Sanitary care Clothing Footwear Cosmetics Furniture & home décor Books Mobile phones Household consumer electrical items Jewelry and watches Entertainment items Household appliances Video gaming Personal computers eReaders, tabletsMexico 1069 71% 63% 53% 52% 61% 34% 26% 23% 11% 9% 12% 6% 7% 5% 7% 4% 6% 3%US 2251 64% 55% 48% 41% 25% 29% 16% 15% 11% 10%6% 5% 4% 5% 4% 4% 3% 2%C2: Online past 3 months channel product purchase incidenceSample size Clothing Personal, hair, facial and skin care Household food & drink Household cleaning & laundry Books Footwear Medicines and medical supplies Sanitary care Entertainment items Cosmetics Furniture & home décor Video gaming Mobile phones Household consumer electrical items Jewelry and watches Personal computers Household appliances eReaders, tabletsMexico 1069 38% 31% 31% 23% 21% 25% 20% 26% 15% 18% 14% 13% 16% 13% 10% 9% 10% 7%US 2251 42% 36% 34% 29% 28% 24% 23% 14% 17% 14% 13% 13% 10%9% 9% 8% 6% 4%39 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021All 3320 66% 58% 50% 45% 37% 31% 19% 18% 11%9% 8% 6% 5% 5% 5% 4% 4% 2%All 3320 41% 34% 33% 27% 26% 24% 22% 18% 17% 15% 13% 13% 12% 10% 10%8% 7% 5%C3: Preference for shopping brick-and-mortar channelsSample size Household food & drink Clothing Footwear Household cleaning & laundry Personal, hair, facial and skin care Medicines and medical supplies Furniture & home décor Household appliances Sanitary care Mobile phones Cosmetics Household consumer electrical items Personal computers Jewelry and watches Books Entertainment items eReaders, tablets Video gamingMexico 1069 67% 58% 59% 50% 47% 46% 35% 27% 48% 33% 33% 25% 27% 24% 24% 12% 10% 10%C4: Category motivators for brick-and-mortar channelsSample size Physically experiencing a product Can try things in store Speed of purchase It is easier to purchase things in person The experience of visiting a store in person Product return policy Payment methods available I trust physical stores more than online stores I like to shop with other peopleMexico 1069 71% 59% 55% 37% 43% 32% 43% 30% 19%US 2251 59% 49% 45% 44% 42% 40% 40% 37% 24% 26% 24% 27% 24% 23% 20% 14% 12% 10%US 2251 62% 50% 50% 38% 31% 32% 24% 23% 12%All 3320 61% 52% 49% 46% 43% 42% 39% 33% 32% 28% 27% 26% 25% 23% 21% 14% 12% 10%All 3320 65% 53% 52% 37% 35% 32% 30% 25% 14%40 YOUGOV.COM/RETAIL YouGov's International Retail Report 2021C5: Category barriers for brick-and-mortar channelsSample size Adhering to social distancing guidance and/or avoiding public interactions Inconvenience of visiting a physical store Lack of physical stores in my area Lack of offers/discounts Product selection/variety Parking AccessibilityMexico 106942%29% 33% 38% 20% 30% 22%C6: Category motivators for online channelsSample size Home delivery It is easier to purchase things online Variety of products available Promotional offers Adhering to social distancing guidance/ avoid public interactions Easier to compare products Product details and descriptions Can try things in privacy at homeMexico 1069 69% 43% 45% 49%37%26% 22% 12%C7: Category barriers for online channelsSample size Physically experiencing a product Delivery charges Can't try things Product return policy Delivery time Worries about personal information and data security Uncertainty of delivery Payment methods Lack of internet access/quality of internet accessMexico 1069 58% 49% 44% 45% 45%51%30% 28%3%C8: interest in virtual reality and augmented realitySample size Clothes Technologies/home appliances None of these Furniture Video gamesMexico 1069 60% 51% 10% 39% 27%US 2251 40% 34% 24% 21% 29% 19% 11%US 2251 56% 52% 42% 32% 33% 31% 26% 13%US 2251 45% 48% 40% 38% 36% 33% 24% 14%5%US 2251 27% 22% 37% 23% 18%41 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021All 3320 41% 32% 27% 27% 26% 22% 14%All 3320 60% 49% 43% 37% 34% 30% 24% 13%All 3320 49% 48% 41% 40% 39% 39% 26% 19%4%All 3320 38% 32% 28% 28% 21%MENA Region: United Arab EmiratesD1: Brick-and-mortar past 3 months channel product purchase incidenceSample size Household food & drink Personal, hair, facial and skin care Household cleaning & laundry Clothing Medicines and medical supplies Sanitary care Footwear Cosmetics Mobile phones Jewelry and watches Furniture & home décor Personal computers Books Household consumer electrical items Household appliances Video gaming Entertainment items eReaders, tabletsUnited Arab Emirates 1005 45% 38% 37% 35% 32% 31% 28% 26% 18% 14% 13% 11% 10% 9% 8% 6% 5% 5%D2: Online past 3 months channel product purchase incidenceSample size Household food & drink Clothing Personal, hair, facial and skin care Household cleaning & laundry Cosmetics Footwear Medicines and medical supplies Sanitary care Mobile phones Jewelry and watches Personal computers Books Furniture & home décor Entertainment items Household consumer electrical items Video gaming Household appliances eReaders, tabletsUnited Arab Emirates 1005 39% 32% 31% 25% 22% 22% 22% 21% 20% 12% 12% 12% 11% 10% 9% 9% 7% 7%42 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021D3: Preference for shopping brick-and-mortar channelsSample size Clothing Household food & drink Footwear Personal, hair, facial and skin care Medicines and medical supplies Mobile phones Sanitary care Cosmetics Household cleaning & laundry Jewelry and watches Personal computers Furniture & home décor Household consumer electrical items Household appliances Books Entertainment items eReaders, tablets Video gamingD4: Category motivators for brick-and-mortar channelsSample size Physically experiencing a product Speed of purchase Can try things in store It is easier to purchase things in person Product return policy Payment methods available I trust physical stores more than online stores The experience of visiting a store in person I like to shop with other peopleUnited Arab Emirates 1005 42% 40% 39% 36% 34% 33% 30% 30% 30% 29% 26% 23% 22% 20% 15% 11% 10% 9%United Arab Emirates 1005 52% 41% 39% 39% 38% 35% 32% 32% 17%43 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021D5: category barriers for brick-and-mortar channelsSample size Adhering to social distancing guidance and/or avoiding public interactions Lack of offers/discounts Parking Product selection/variety Inconvenience of visiting a physical store Lack of physical stores in my area Accessibility I like to shop with other peopleD6: Category motivators for online channelsSample size Home delivery It is easier to purchase things online Promotional offers Easier to compare products Variety of products available Product details and descriptions Adhering to social distancing guidance and/or avoiding public interactions Can try things in privacy at homeD7: Category barriers for online channelsSample size Product return policy Physically experiencing a product Worries about personal information and data security Delivery charges Delivery time Payment methods Uncertainty of delivery Can't try things Lack of internet access / quality of internet accessD8: Interest in virtual reality and augmented realitySample size Clothes Technologies/home appliances Furniture Video games None of these44 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021United Arab Emirates 1005 38% 33% 29% 27% 26% 23% 19% 17%United Arab Emirates 1005 54% 39% 37% 33% 31% 30% 28% 18%United Arab Emirates 1005 44% 40% 38% 38% 32% 27% 25% 24% 8%United Arab Emirates 1005 53% 46% 34% 23% 9%45 YOUGOV.COM/RETAIL YouGov's International Omni-Channel Retail Report 2021yougov.com/retailABOUT YOUGOVYouGov is an international research data and analytics group headquartered in London. Our data-led offering supports and improves a wide spectrum of marketing activities for our customer base that includes media owners, brands and media agencies. We work with some of the world’s most recognised brands.Our line of products and services include YouGov BrandIndex, YouGov Profiles, YouGov RealTime, YouGov Custom Research, YouGov Crunch and YouGov Direct.With 15 million panellists in more than 55 countries, YouGov’s market research covers in GB, the Americas, Mainland Europe, the Middle East, and Asia-Pacific. Our panellists come from all ages, socio-economic groups, and other demographic types – allowing us to create representative samples of whole populations and different sections of society.For more information, visit yougov.com/business© 2021 YouGov PLC. All rights reserved. All materials contained herein are protected by copyright laws. Any storage, reproduction or distribution of such materials, in whole or in part, in any form without the prior written permission of YouGov is prohibited. We make no representations, warranties or guarantees, whether express or implied, that the information is accurate, complete or up to date. We exclude all implied conditions, warranties, representations or other terms that may apply and we will not be liable to you for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with use of or reliance on the information. We do not exclude or limit in any way our liability to you where it would be unlawful to do so.WP0521
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