2022 Global Digital Shopping Index

It’s all just shopping.

The 2022 Global Digital Shopping Index, a PYMNTS and Cybersource collaboration, is an annual study measuring the gap between the factors that influence merchant preference and how merchants measure up.

The 2022 study examines the shopping and payment behaviors of 13,114 consumers and 3,100 merchants in six countries: Australia, Brazil, the UAE, the U.K., the U.S. and Mexico. The Index baseline is set at 100, meaning that anything above is good — signifying less friction — and anything below is not so good — and has lots of friction.

Key Findings in the Study Include:
  • 34%: Share of brick-and-mortar shoppers who use smartphones to enhance their shopping journeys
  • 21%: Portion of eCommerce shoppers who pick up their purchases in-store
  • 59%: Share of merchants that now offer cross-channel-capable digital profiles

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    In 2021, we observed great overall improvement in how merchants have integrated digital into the consumers cross-channel shopping experiences. Mobile has had a profound impact on consumer and merchant behavior across all six countries, and for brick-and-mortar merchants, it is the difference between a satisfied shopper and one vulnerable to moving to a merchant who sees physical as an extension of the physical store experience.

    Six key findings:

    1. Consumers want physical to be a part of their digital shopping experiences.

    2. Mobile devices are shopping's remote control.

    3. Merchants are moving digital-first, making digital features a priority regardless of where consumers shop.

    4. Payments choice is the most important feature that shoppers value, regardless of where they are in the world.

    5. Merchants have tightened their post-sale policies, including those involving refunds and disputes, introducing friction for some consumers.

    6. Consumers like shopping in physical stores that integrate mobile and
      digital features into the shopping experience.