Retailers are formulating a more multifaceted, omnichannel approach to reaching new and returning shoppers. The Omni Usage Index™ analyzes spending habits of U.S. consumers, providing valuable insights into omnichannel platform experiences and use cases.

Done in collaboration with Vantiv, now Worldpay

  • 61 percent of large-format store shoppers and 54 percent of those at small-format stores said they shopped at brick-and-mortar locations about as often as they had in past years.
  • Brick-and-mortar consumers were the most satisfied, giving merchants an average omnichannel satisfaction score of 37.2 out of 100. By comparison, any-channel consumers gave a score of 36.2 out of 100, and digital consumers awarded merchants just 35.8 out of 100.
  • Purchase history capabilities were some of the most popular among shoppers who had tried various features, as 16.7 percent of those buying medications, 15 percent of those purchasing beauty services and 8.2 percent of those buying beauty products said the features were “very good” or “excellent.”