UJET Unveils 2018 Retail Experience Snapshot

There’s no question about it – retail is evolving. While emerging technologies and consumer behaviors continue to reshape the industry, there is one element for shoppers and retailers alike that remains crucial: the human connection.

Today, we’re excited to share the results of the UJET August 2018 Retail Experience Snapshot. The report outlines the results of a recent survey of 1,500 U.S. adults with the goal of helping retailers understand consumer preferences ahead of the 2018 holiday shopping season.

 We’ve uncovered some key insights regarding millennials and customer support, the use of new technologies to interact with retailers, and security concerns while shopping online.

 Here are some highlights:

  • People prefer real people when it comes to customer service:
    • Over half of consumers say chatbots are not as effective as they could be; prefer to chat with humans to resolve issues.
  • Customer service plays a major role in purchase decisions:
    • Two-in-three (66 percent) Americans agree – when they make a purchase, customer service is as important as product quality or price.
  • Breaches can scare away customers, especially middle-aged consumers:
    • Baby boomers (33 percent) are more likely than millennials (24 percent) to say they would not buy any products or services from a company that was recently a victim to a large-scale data breach.


For a closer look at all these findings and more, download the full report here: UJET August 2018 Retail Experience Snapshot