A new national consumer insight platform has launched to track how UK shoppers feel about physical retail, revealing that shoppers still believe in-person destinations offer something online shopping cannot.
The Retail Mood Index, created by Touchwood Solihull, has been developed as a long-term barometer of how consumers value physical retail. Not just how they shop, but how they feel about everything from convenience, accessibility and destination appeal to enjoyment, emotional connection and future relevance.
The first wave of the Index revealed that 76% of consumers who shop in person believe physical retail delivers the best overall experience compared to online, and 60.1% are willing to travel more than 20 minutes for a shopping destination that offers a strong overall experience combining retail, dining, leisure and atmosphere.
Collating responses from across the index found that overall consumer mood towards physical retail was a positive one, establishing an average baseline score of 61.3 out of 100. Despite the convenience of online shopping, physical retail remains firmly on the agenda – particularly when it offers more than a transactional experience.
Touchwood says the findings point to a changing role for physical retail, with successful destinations becoming multi-generational social hubs.
Tony Elvin, General Manager at Touchwood, said:“These findings show that physical retail still holds an important place in people’s lives, but the reasons people visit are changing. Shoppers are not simply looking for places to buy things; they want destinations that are easy and enjoyable to spend time at.
“The fact that a third of consumers say physical shopping still offers something online cannot is hugely significant. It shows that despite the continued growth of digital retail, there remains a powerful role for places where people can browse, meet, eat, spend time together and enjoy the experience of shopping for pleasure.”
The findings come at a time when retailers, shopping centres and high streets are rethinking the role of physical space. Touchwood says The Retail Mood Index will provide ongoing insight into how mood and expectations are changing, helping to inform wider conversations around destination retail, town centre regeneration, customer experience and the future of physical retail.
