Celigo, a cloud-based platform that integrates applications for client companies, sponsored a holiday survey demonstrating that consumers anticipate a better holiday 2023 shopping experience compared to previous years and are leaning toward online gift shopping, but they are likely to be more budget-conscious when spending.
Three-quarters of respondents said that they would rely on the digital channel most of all retail segments this holiday season. However, the survey suggested that consumers will avoid shopping with online retailers that do not provide fast delivery, low or moderate prices, customer-friendly returns policies, or exceptional customer service. Indeed, 44% of consumers asserted that they were unhappy with the frequency of late deliveries during past holiday seasons.
Personalization will be an issue with consumers this holiday season as 69% of respondents expressed a desire for more tailored offers. Still, 53% of shoppers said they would turn away from a retailer that doesn’t meet their delivery needs and 45% cited poor customer service as motivation to take their business elsewhere.
As they look to spend, shoppers will be conscious of independent versus major retailers as 53% of respondents expressed a preference for independent retailers because they stock an array of distinctive products that may not be easily found at larger chains. Then, 41% of respondents said they value the community connection when supporting local businesses. Again this season, consumers will begin holiday shopping early with almost 50% starting in September and October, Celigo stated. Less than half of consumers identified Black Friday and Cyber Monday as integral to their holiday shopping plans.
Celigo conducted an independent survey in July 2023 that received more than 1,000 responses from U.S. consumers nationwide.
