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2020 Shopper Study

The New Store Shopper in High-Touch Retail

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Q3, 2020

The pandemic brought about a radical change in economic and social circumstances that have altered fundamental human behavior.


The increase in the number of orders placed online and picked up at brick-and-mortar stores between April 1 and April 20 compared with a year ago.

Source: Adobe

Over 77%

of Americans have tried either new brands, places to shop or shopping methods between March 2020 - June 2020, primarily driven by value and convenience.

Source: McKinsey

As the economy re-opens and retailers lay go-forward plans, the question becomes: how will these changes impact shopper behavior?

The past is no longer an indicator of future behavior. Before retailers reimagine their store experience, they must understand the new store shopper.

Manhattan Associates commissioned Incisiv to conduct an in-store shopper survey covering US shoppers who plan to visit a high-touch retail store (non-grocery) in the next 6 months. The survey was fielded between July 29, 2020 - August 6, 2020.


shoppers surveyed


gender split


with annual income > $125K