Products

SurveyMonkey is built to handle every use case and need. Explore our product to learn how SurveyMonkey can work for you.

Get data-driven insights from a global leader in online surveys.

Explore core features and advanced tools in one powerful platform.

Build and customize online forms to collect info and payments.

Integrate with 100+ apps and plug-ins to get more done.

Purpose-built solutions for all of your market research needs.

Create better surveys and spot insights quickly with built-in AI.

Templates

Measure customer satisfaction and loyalty for your business.

Learn what makes customers happy and turn them into advocates.

Get actionable insights to improve the user experience.

Collect contact information from prospects, invitees, and more.

Easily collect and track RSVPs for your next event.

Find out what attendees want so that you can improve your next event.

Uncover insights to boost engagement and drive better results.

Get feedback from your attendees so you can run better meetings.

Use peer feedback to help improve employee performance.

Create better courses and improve teaching methods.

Learn how students rate the course material and its presentation.

Find out what your customers think about your new product ideas.

Resources

Best practices for using surveys and survey data

Our blog about surveys, tips for business, and more.

Tutorials and how to guides for using SurveyMonkey.

How top brands drive growth with SurveyMonkey.

Contact SalesLog in
Contact SalesLog in
Polling

SurveyMonkey study: hybrid shopping – the future of retail

SurveyMonkey study: hybrid shopping – the future of retail

Key findings:

  • In the last 12 months, nearly 2 in 3 U.S. adults have gone in person to pick up a purchase after starting or completing their transaction online
  • Shoppers still value in-store shopping experiences, with more than half of U.S. adults preferring to shop both online and in-store
  • Consumers expect flexibility in their purchases - 4 in 10 are more likely to shop at businesses that offered flexible in-person pickup options
  • Having a less stressful shopping experience is the main reason for using flexible pickup options
  • Shoppers are mostly satisfied with their hybrid shopping experiences, although 4 in 10 say that there is room for improvement
  • The majority of consumers prefer to coordinate in-person pickup options via text - only one in three prefer email or phone call

Shoppers still value in-store shopping experiences, with more than half of U.S. adults preferring to shop both online and in-store

In-store shopping remains popular among U.S. adults, despite the rise of online shopping. More than half (56%) say they prefer shopping both online and in-store equally, compared with 24% who prefer to do most of their shopping online, and 19% in-store. A lack of in-store presence is a potential red flag for consumers: 88% say it is very or somewhat important for a business to have both in-store and online purchase options, while 24% say they are less likely to make an online purchase at a business that does not have an in-store presence.

Online and in-store shopping experiences merge, with nearly 2 in 3 (65%) U.S. adults having gone in person to pick up a purchase after starting or completing their transaction online within the last 12 months

Flexible pickup options such as buy online, pickup in store (BOPIS) or curbside pickup—popularized throughout the Covid-19 pandemic—prove to be a big hit across all age groups. 

  • About half of Gen Z (47%), Millennials (51%), and Gen X (47%) shoppers have done an in-store pickup of an online purchase within the last year, and 4 in 10 have used a curbside pickup service

Flexible is the new normal: 9 in 10 U.S. adults want flexible pickup options even after the pandemic is over

Consumers’ are getting used to the flexibility offered by hybrid shopping experiences: 89% agree that businesses should continue to offer flexible in-person pickup options even after the pandemic is over. 

Preference for hybrid shopping is highest for groceries (55%), restaurants (50%), and pharmacies (49%). Shopping for apparel (42%) and beauty products (30%) using flexible pickup options is highest among Gen Z shoppers, compared to older generations

Flexibility becomes a key selling point, as 4 in 10 are more likely to shop at businesses that offer flexible in-person pickup options

Consumers are drawn to hybrid shopping, with 42% of U.S. adults saying that they are more likely to patronize businesses that offer flexible pickup options; millennials especially value the flexibility (51%).

Having a less stressful shopping experience is the main reason for using flexible pickup options

More than half (55%) of U.S. adults say that they use flexible pickup options such as curbside or in-store pickup due to a less stressful shopping experience, the leading reason across all age groups. Saving money on shipping costs (39%), avoiding in-person contact (38%), and a guaranteed delivery time and location (37%) also play a role. 

  • Gen Z, specifically, are equally enticed by a guaranteed delivery time and location as avoiding stress (51% vs. 50% respectively)

Shoppers are mostly satisfied with their hybrid shopping experiences, although 4 in 10 say that there is room for improvement

The vast majority of shoppers who have used a hybrid shopping model are satisfied with their experience. 

  • Nearly 6 in 10 say hybrid shopping offerings are generally providing a seamless, simple, and fast experience
  • 38% say in-person pickup options are a little rocky, and have room for improvement
  • Only a tiny fraction (2%) say they are poorly implemented, and require an overhaul

The majority of consumers prefer to coordinate in-person pickup options via text - only one in three prefer email or phone call

When coordinating logistics for in-person pickup options, most consumers prefer texting (64%)

  • Mobile app is the second-most preferred communication method
  • Only about one in three prefer using email (37%) or phone call (34%) 
  • A mere 15% prefer to coordinate in-person

Preferred Methods of Communication for In-store Pickups

Read more about our polling methodology here.