Customer Merchant Experience Survey Series

    Customer Merchant Experience Survey Insight Reports


    The Customer Merchant Experience Survey Series explores the experiences of U.S. adult consumers as they shop in-store, online, and via mixed channels. The series is designed to define and highlight consumer expectations for shopping experiences with leading merchants and evaluate the value of loyalty and gift card programs to consumers and how they impact their shopping behavior. We explore frequency of shopping by merchant verticals, preferred channels and payment types and emerging formats including the checkout experience as well as consumers’ use of mobile interaction to aid the shopping experiences. We explore how to engage consumers in each channel and factors that impact their experiences.

    The program is designed to enable subscribers to help shape the topics we cover in our annual survey of a nationally projectable online panel of 3,000 U.S. consumers with year over year trending to identify shifts in shopping behavior and preferences.

    Participants in this project will receive the benefit of: 

    • Gaining deep insight into what affects the customer experience for consumers as they shop and pay
    • Participating in the survey design and final questionnaire
    • Expert data analysis and reporting
    • Access to final crosstabs for internal analysis
    • Access to full library of Customer Merchant Experience reports from previous years 

     Major Content Area Include:

    SHOPPING: What are the best in breed shopping experiences? What affects shopping behaviors and preferences? 

    SHOPPER INTERFACES USED AND PREFERRED: What methods do consumers prefer for shopping? What affects the participation in loyalty programs? Which apps and websites are most engaging, and why?

    PAYMENT EXPERIENCES AND PREFERENCES: What preferences do consumers have when it comes to POS, online, or in-app purchases? What effects are there at the POS or with the EMV user experience?