海角视频 shoppers are turning to online retailers amid the pandemic, with more than a third believing the way they buy things has “changed permanently”, a new report finds.
Some 36% of consumers said their spending habits had altered, according to the NatWest Retail and Leisure Outlook Report 2021.
Online sales in the retail sector saw five years of growth in just 12 months in 2020 as restriction and lockdowns shifted consumer spending online.
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Almost half of shoppers (46%) made a new online purchase last year that they would have previously made in-store, the report said. And online sales accounted for 28% of retail spending in 2020 - up from 19% in 2019.
The research suggests there could be a strong bounce back in consumer spending as cancelled holidays, fewer nights out and less commuting boost spending power.
One in ten people are expecting to spend more this year than in 2020, but the strength of the bounce back hinges on perceptions about the duration and disruption caused by the pandemic, according to the report.
A total of 38% of consumers believe their lives will return to normal by June 2021, rising to 55% for normality by September 2021 and 65% for December this year.
However, 35% believe it will take more than a year for normality to return, with these consumers considerably more likely to cut back spending this year compared with more optimistic shoppers.
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David Scott, head of retail and leisure at NatWest, said: “The shift to shopping online has fundamentally changed consumer behaviours and expectations as we look ahead to 2021.
“Retailers and leisure businesses with traditional business models focused on having a physical presence are having a tough time, but there is opportunity to pivot and focus on digital channels that will help them adapt to the growing demand of online.”
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The report also highlighted the changing role of physical stores, which have been hit hard by the pandemic. Last year, dozens of big-name chains fell into administration.
Richard Lim, chief executive of Retail Economics, said: “As the pandemic continues to unfold, many retail and hospitality businesses will remain in survival mode.
“They are cutting costs to preserve working capital and attempting to strengthen balance sheets to weather the storm as effectively as possible.
“However, as consumer expectations shift, retail and hospitality business must pivot towards a digital-first proposition that align to a new normal. Nimble businesses who are able to react quick can grasp new opportunities in emerging markets, retain loyal customers and thrive as the industry is reformed."
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