Read our exclusive study, on how cost of living is changing how people shop and make payments

Events of the past few years and the onset of the cost-of-living crisis have changed expectations of the customer experience, of retail technologies, customer service and also the environmental impact of purchases, as well as how, and where, we shop across all sectors – from groceries to greeting cards.

Capita commissioned this in-depth study of 3,000 UK shoppers which benchmarks consumers' attitudes and behaviour to gather an up-to-date understanding of how they shop, the channels they use, their customer service preferences, as well as their expectations of retailers’ sustainable and ethical business practices.

In this report you’ll discover:

  • how the recent events have affected the UK’s shopping behaviour
  • which technologies should retailers factor in when designing shopper experiences
  • what matters most to different generations of shoppers when it comes to responsible retailing
  • how customer attitudes towards the industry have changed

There’s no denying that the retail sector has been reset over the past few years. Understanding consumer attitudes and behaviours is more important than ever in order to reinvent retail businesses, rethink customer experience, and prepare for whatever the future holds.