Voice of the Customer

Three in four (74%) of UK consumers say speed and convenience are what counts in retail, according to new research from Omnico Group, the leading software and services company for the retail and resort destination market.

The survey of 1200 consumers reveals the gaps between customers’ expectations and experiences of UK retailers when in-store, online, over the phone and on social media

The survey is the first of a ground-breaking new series of quarterly Omnico Retail Gap Barometers polling the views of consumers about the quality of their experience across every type of interaction with retailers, including in-store shopping, click-and-collect, ordering and paying online for collection in-store, using tablet and smartphone applications, over the phone and via social media.

“Our ground-breaking research will plot how consumer attitudes to shopping are changing in the era of multi-channel retail, not only revealing the troubling gaps between experience and expectation, but also pointing to where future demand is likely to develop,” says Mel Taylor, CEO, Omnico.

“We are going to see how today’s consumers define convenience and how they would like to see the country’s retailers address the problems revealed. The Omnico Retail Gap Barometer will provide deeper insight into the expectations and shopping habits of modern consumers.”

The first Omnico Retail Gap Barometer will be issued on 12th September and will be available on

Our customers include well-known brands such as Jaeger, HMV, Waterstones, Price Smart, Coop Denmark, Dune and Pret a Manger.

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