United States: omnichannel services offered by retailers 2019, by retailer type

Published by
Tugba Sabanoglu,
Jul 27, 2023
As of 2019, roughly half of consumers in the United States had experienced order online, pickup in-store services from mass merchandisers. Just under 20 percent of U.S. consumers experienced the same service from grocery stores.

Omnichannel services in grocery stores

In 2020, more than half of grocery retailers in the United States offered mobile shopping app services for their stores, making it the most common omnichannel service in grocery stores that year. Third-party vendor home delivery and drive-up collection site services were also commonly provided. Just under 20 percent of grocery stores did not offer any type of omnichannel service for consumers to make use of.

Omnichannel capabilities in the United Kingdom

Retailers in the United Kingdom offer omnichannel capabilities and digital in-store experience to customers. Boots, Lego, and Tesco were ranked the highest in terms of their capabilities. When it came to key aspects of omnichannel, retailers in the United Kingdom were prioritizing personalization of the individual consumers' experience, investment in back-end and front-end technologies.

Channels where consumers have experienced omnichannel services in the United States in 2019, by retailer type

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Release date

November 2019

Region

United States

Survey time period

2019

Number of respondents

1,499 respondents

Age group

18 years and older

Special properties

U.S. shoppers who shop at convenience stores at least once a month

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