Demanding Digital

Online Retail in Focus

Over two thirds
of consumers


rated their experience
as ‘good’ or ‘outstanding’.

Online Retail in Focus

Atos commissioned independent research to understand how consumers feel about the digital services offered to them currently and what they would like to see from them in the future.

Respondents were the most positive about the digital services they received from Online Retailers. Over two thirds (69%) said their digital experience was ‘good’ or ‘outstanding’. This was even higher than technology companies, where just under half (49%) felt this way.

However, even though Online Retail is performing well, there is still room to improve compared to Traditional Retail. Nailing down high quality, and consistent customer service is now the final hurdle for Online Retailers.

Key topics – Demanding Digital in Online Retail

Setting the bar

27% of consumers said Online Retail was setting the bar for digital services, the highest of all the sectors surveyed

Keep it updated

28.5% of respondents expect the digital service to be updated daily and on average, respondents expect the digital service to be updated 2.9 times a week

More than just the basics

Consumers want more than the basics from Online Retailers. 37% want to earn loyalty points and 21% want a personalised service

Related resources

Market Research Paper

Demanding Digital in the Online Retail Sector: View our Market Research Paper

According to UK consumers, online retail is setting the bar when it comes to digital services.


Demanding Digital in the Online Retail Sector: Key Facts Infographic

The digitally discerning consumer knows that Online Retailers are providing quality digital services already.

View more about our Demanding Digital Research Paper

Contact: Joaquim Marques - Retail Business Development Director, Freephone: 0800 783 3040