What You Need to Know
A new Chatmeter survey shows that while online shopping is convenient, 9 in 10 consumers still say in-store shopping offers a better experience. More than half shop in person so they can try on clothing or test products, while 3 in 5 say they simply enjoy the experience itself. Inventory availability topped the list of reasons people visit stores, followed by in-store-only deals and hands-on product testing. Customers also value knowledgeable staff, especially in categories like beauty, where nearly half sought advice from associates in the past year and 70% found them very knowledgeable.
Experts say physical stores remain key for product discovery, launches, and loyalty, with offline spending still making up over three-quarters of retail sales in 2025. But what matters most isn’t flashy technology—it’s the basics. Of the 500,000 reviews Chatmeter analyzed, 9 in 10 focused on fundamentals like checkout times, product availability, and service. Long lines, poor staffing, or missing products quickly turn customers away, no matter how advanced the store’s tech may be. For retailers, the takeaway is clear: prioritize simple, reliable, and human-centered shopping experiences to keep customers coming back.
