Research

eBook: How COVID-19 is Transforming Consumer Shopping Habits This Holiday and Beyond

Consumers plan to shop earlier and give retailers more time to deliver packages - in exchange they want free shipping, clear communication, and flexible fulfillment options.

The 2020 holiday shopping season is shaping up to be like no other, thanks to the global pandemic, social upheaval, and political uncertainty. Retailers who’ve already pivoted to center their businesses around online selling are now navigating tight crowd controls for in-person holiday shopping and bracing for an even greater spike in online orders and deliveries. And with Amazon kicking off the season with a rescheduled October Prime Day, the only guarantee so far is that the chaos dominating 2020 will continue. 

With this in mind, Convey surveyed more than 1,500 U.S. consumers to discover their attitudes and plans surrounding holiday shopping. The results should give retailers hope: consumers are planning to shop earlier and give retailers latitude to deliver more slowly. But in exchange, once a fulfillment timeline has been established, consumers expect retailers to meet the expectations they set and communicate transparently about the process.

Read full ebook to learn:

  • When and how consumers plan to shop this holiday season
  • Delivery speed expectations and how shoppers will respond to delivery delays
  • Shoppers top concerns with online shopping this season
  • Strategies to mitigate risk and get ahead of issues