Download the report
The retail reinvention paradigm
34%
of retailers report negative impacts from online shopping.
%
of retailers see tech access as key to competing online.
%
of tier 3 and 39% of tier 2 cities find after-sales service crucial.
%
of metro and tier 1 consumers prefer quick delivery for urgent needs.
The retail landscape is undergoing a significant transformation, driven by the rise of e-commerce and the need for traditional retailers to adapt. This report explores the evolving dynamics of the retail sector, highlighting the challenges and opportunities presented by digital commerce and its impact on offline retail. It delves into the concept of omnichannel retailing, where the integration of online and offline channels creates a seamless shopping experience. The report also examines the impact of quick commerce, and the potential for traditional retailers to leverage technology to enhance customer engagement.
Key findings
Consumers increasingly prefer a hybrid shopping experience, combining the convenience of online browsing with the tactile engagement of in-store visits. Brands that effectively integrate these channels can enhance customer satisfaction and loyalty.
Quick commerce is reshaping urban retail, offering ultra-fast delivery that appeals to city dwellers. However, its expansion into Tier 2 and Tier 3 cities faces challenges due to high delivery costs and fragmented demand.
While many retailers view e-commerce as a threat, a significant portion sees it as an opportunity to diversify offerings and improve customer service.
Omnichannel Success
Consumers increasingly prefer a hybrid shopping experience, combining the convenience of online browsing with the tactile engagement of in-store visits. Brands that effectively integrate these channels can enhance customer satisfaction and loyalty.
Quick Commerce Impact
Q-commerce has firmly established itself in India’s bustling metro cities and tier 1 cities driven by the convenience demands of affluent city dwellers. However, its expansion into Tier 2 and Tier 3 cities faces challenges due to high delivery costs and fragmented demand.
Retailer perceptions
While many retailers view e-commerce as a threat, a significant portion sees it as an opportunity to diversify offerings and improve customer service.
About the survey
The survey, conducted by PwC India, involved interviews with 1,026 retailers across metro and Tier 1, 2, and 3 cities. It aimed to assess the impact of e-commerce on traditional retail, understand consumer behavior shifts, and identify opportunities for brands to adapt. The research covered various retail categories, including apparel, beauty, and home care, providing insights into the evolving retail ecosystem. Additionally, the survey included online interviews with 822 consumers, offering perspectives on how shopping experiences are influencing their preferences for physical and virtual environments.
Follow PwC India
Contact us
