2021 Shopper Experience Index: Rethinking the Approach to Retail

In 2020, brands and retailers quickly began doing things a little differently. Shoppers globally scrambled to adjust almost overnight. From wiping down groceries and buying in bulk, to outfitting a Zoom wardrobe and building home offices, shoppers figured out what they needed and how to get it. In fact, on the Bazaarvoice Network of 11,500 brands and retailers, we saw order count increase year-over-year by 39% and review count increase 44% during the same time frame. Every year, we survey over 6,000 shoppers located in the United States, Canada, Mexico, United Kingdom, France, Germany, Spain, and Australia. With all of these recent changes, we wanted to better understand what behaviors shoppers have internalized and committed to habit, and how these adjustments will change retail going forward.