North America digital customer service offerings 2016

This statistic presents the most commonly planned digital customer services offered and planned by retailers in North America as of December 2016. During the survey period, it was found that 11 percent of responding retailers had implemented electronic receipts with personalized suggestions and that this service was working well.

Digital customer services offered and planned by retailers in North America as of December 2016

Implemented and working wellImplemented but needs improvementImplement within 12 monthsImplement in 1-3 yearsNo plans to implement
Virtual inventory - ability for store to sell items without carrying the inventory in the store25%21%16%18%20%
Electronic receipt with personalized suggestions11%23%16%32%18%
Personalized promotions based on real-time location, weather or other analytics5%9%27%34%25%
Transaction suspension - customer begins transaction in store and then completes transaction at home5%7%11%27%50%
Persona-based user interface for POS5%7%5%25%58%
Scan and deliver - customer purchases item by scanning barcode with actual item delivered to their home4%7%16%23%50%
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Source

Release date

January 2017

Region

North America

Survey time period

November and December 2016

Number of respondents

500 retailers

Supplementary notes

Survey respondents were primarily vice presidents or C-level executives.

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Statistics on "Customer service in the U.S."

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