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U.S. personalized shopping experiences: expectations vs. reality 2017, by channel

Share of consumers who expect personalized shopping experiences vs. their actual experiences as of September 2017, by channel

The data displays the share of consumers who expect personalized shopping experiences vs. their actual experiences as of September 2017, by channel. According to the findings, 77% of responding consumers expected large online retailers to offer personalized shopping experiences, however just 23% have actually experienced personalization from larger online retail companies.

Large online retailer 77 23
Big box retailer 47 12
Department store 51 17
Online grocery store/service 29 31
Independent or local business 34 24
Niche online-first retailer 24 25

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