Omni Usage Index

Omni Usage Index™

The PYMNTS.com Omni Usage Index™, powered by Vantiv, is designed to measure consumer satisfaction with both in-store and online omnichannel features. The Index gauges the experiences of more than 2,000 consumers shopping at 400 stores, including 22 large merchant chains and small retail stores as well as online retail outlets. The Index analysis combines online purchasing data with our survey data to build out the scale of consumer satisfaction.

INSIDE THE SEPTEMBER INDEX

44.7 vs. 34.7: Average satisfaction score for omnichannel features in large stores vs. small stores on a scale of 100.

42.2 vs. 36.9: Average consumer satisfaction score for digital stores vs. brick-and-mortar stores on a scale of 100.

57%: Percentage of large store purchases were not made in-store.

4.4%: Percentage of consumers have used buy-online-pick-up-in-store services.

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