Humanizing Digital 2020

In this study, Zoovu and Researchscape surveyed 1,077 consumers between the ages of 17 to 69 across the US, UK and Germany to understand their views on customer experience, decision making and learn more about how they search and buy products.

Key highlights include:

• 54% of shoppers have stopped purchasing from a particular site because it was too difficult to find the right product.
• 71% have switched to a competitor that provided an easier product-finding experience
• 88% of consumers demand businesses to integrate digital assistants as part of the shopping experience, to help them choose

"Any business that is serious about growing online sales needs to address the choice overload phenomenon. Our research shows that consumers crave (and demand) assistance and guidance as they search on digital channels, as a means to promote purchase confidence"

-Claudine Bianchi, CMO, zoovu

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