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COVID-19: Consumers change how they shop, work and live

May 27, 2020


In brief

Retail consumer behavior is changing at unprecedented speed

One hundred and sixty percent is the expected future increase in ecommerce purchases from new or low frequency users.

Retail consumers adapt to new personal circumstances


of consumers in stabilizing markets and 80% in advancing markets are fearful for the health of others


of consumers in stabilizing markets and 86% in advancing markets are worried about the impact of the pandemic on the economy

Retail consumers adopt conscious and mindful purchasing habits


of consumers agree that governments and businesses will increase their focus on the environment


of consumers agree that they will increase their focus on climate change and how their actions impact the planet

Retail consumers embrace digital commerce and omnichannel

Retail consumers find creative ways to fill their time at home

Thirty five percent of employees plan to increase the frequency with which they work from home.

Building consumer confidence with responsibility and resilience

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Jill Standish

Senior Managing Director – Global Lead, Retail
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