North American survey reveals consumer expectations are adjusting to the “new normal” while buying habits continue to shift online

Ottawa, Canada (October 28, 2020) - Intouch Insight, a leading provider in Customer Experience Management software and services, launched a follow up to their spring consumer habits study which explored changes in customer expectations due to Covid-19.

New data confirms that the trend towards online purchasing continues to grow while in-store expectations shift. Safety is still a hot button issue, however traditional expectations around in-store customer experience is returning.

“Given the length of time that pandemic precautions have been in place and the fact that they will likely remain in the near term it is not surprising that consumers are starting to return to their pre-Covid-19 expectations. Cleanliness, for example, while still important dropped from the number one spot to third behind convenience and price which regained some of their historical importance. It will be vital that businesses recognize these shifting times and continue to evolve their customer experience measurement, monitoring and delivery to adapt in this ever-changing landscape,” says Erin Fenn, Executive Vice President at Intouch Insight.

Key findings from the study:

• Convenience was the most important factor for 80% of respondents when making the decision to visit a store. Cleanliness was the top factor in the spring with 62%.
• Ensuring that customers wear face masks was the number one change consumers want to see businesses making.
• Respondents being extremely likely to shop online increased from 29% in the spring to 42% in the recent study.
• 82% of respondents feel more comfortable entering a store when hand sanitizer and disinfectant wipes are made available for customers to use.

For additional details on the results of the study you can download the full report here: https://www.intouchinsight.com/resources/cx-insights/retail-report-oct-2020/

Intouch Insight will be releasing subsequent reports covering specific industry verticals. For more information, or to request specific data and insights, please contact Sarah Beckett at sbeckett@intouchinsight.com.

About Intouch Insight
Intouch Insight (TSXV: INX) (OTCQB: INXSF) offers a complete portfolio of customer experience management (CEM) products and services that help global brands delight their customers, strengthen brand reputation and improve financial performance. Through its flagship SaaS product, LiaCX®, Intouch helps clients collect and centralize data from multiple customer touch points, gives them actionable, real-time insights, and provides them with the tools to continuously improve customer experience. Founded in 1992, Intouch is trusted by over 300 of North America’s most-loved brands for their customer experience management, customer survey, mystery shopping, mobile forms, operational and compliance audits, and event marketing automation solutions. For more information, visit intouchinsight.com.

For further information, please contact:

Sarah Beckett
Director of Marketing
sbeckett@intouchinsight.com
613-270-7922