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In our survey, consumers pointed to a wide variety and non-availability of store employees. These
of reasons for their dissatisfaction. They include frustrations are common across sub-sectors, as
difficulty in comparing products, long queues at Figure 7 shows.
checkout counters, not being able to find products,
Figure 7: Top Frustrations Consumers face in Retail Stores
2 in 3 71%
66% 65% 65% 64%
consumers see
long queues
at checkout
counters as
their main
frustration
Difficult to compare Long queues at Not able to locate Discount/ Lack of in-store
products checkout counters products promotions are not associate
personalised guidance/demos
Source: Capgemini Future of Retail Store Survey
This dissatisfaction is a significant threat, particularly (Google Express), Apple, or Facebook if these
for large-format retailers. Our survey found that 71% players partnered with local retailers that handled
of consumers would be willing to bypass traditional the last-mile delivery. This trend would essentially
retailers to buy directly from manufacturers or disintermediate the traditional large-format retail
large internet players in the future, such as Google store (see Figure 8).
Figure 8: Consumers who will bypass traditional retailers to buy directly from
manufacturers or online giants
87%
70% 67% 75% 79% 71%
68% 70% 64%
57%
China France Germany Italy Netherlands Spain Sweden UK US Average
Source: Capgemini Future of Retail Store Survey 7
