Research Report

Verint Experience Index Retail Report 2022

After two years where huge focus and investment has been on digital solutions, the reopening of stores and growth of hybrid working solutions (with some employees returning to the office) means that retailers are looking at another change in how they provide customer experiences.

With the level of investment seen in digital solutions since 2020, it’s an uncertain time for many retailers, and finding a balance that offers exceptional online and in-store experiences isn’t straightforward.

The main highlights of the report:

  • 47% of consumers prefer to engage with retailers by visiting a store, but this trend varies hugely depending on the age of the customer.
  • With supply chain issues affecting the industry, the appeal, variety and quality of merchandise has the biggest impact on CSAT for the top 25 retailers in the US.
  • As the pandemic has waned, “in-store shopping” and “broad product selection” now sit behind “price” as the most important factors for consumers, with “mask policy” and “contactless shopping” less significant for shoppers.

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