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Retail

Retail report 2021: The consumer spending survey

An illustration of a laptop with a cross and a speech bubble with a check mark to show responses to an online survey
Phoebe Lown
Phoebe Lown

Content Writer

The results are in! We ran a consumer survey to see how consumer spending and behavior is changing in Belgium, the Netherlands and Germany throughout the COVID-19 pandemic. We've wrapped them up, along with emerging trends in our latest ebook.

But here you'll find the survey questions, results and methodology:

How has COVID-19 impacted where you shop in-store, where shops are still open?

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  • I’ve not changed where I shop in-store
  • I shop more locally, but miss stores further away I’m unable to get to because of COVID-19
  • I shop more locally, and don’t miss stores located further away that I’m unable to get to because of COVID-19
  • I still visit stores outside of my local area
  • (Select one option)

Has COVID-19 impacted the way you shop online?

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  • I’m comfortable shopping online so I’ve exclusively switched to this type of shopping during the pandemic
  • I prefer shopping in-store as much as possible, but have shopped online for items during the pandemic
  • I have no preference for in-store or online shopping so have used both during the pandemic
  • I dislike shopping online, so I’ve shopped in-store exclusively during the pandemic
  • (Select one option)

How has COVID-19 changed the stores you shop online with?

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  • I’ve haven’t changed who I shop with online
  • I’ve shopped with more marketplaces (Amazon, eBay, Zalando, Bol, Beslist, Real, Otto etc)
  • I’ve shopped more using social media platforms (Instagram, Facebook, Snapchat, Pinterest etc)
  • I’ve shopped more using national retailers (Coolblue, Veepee, Media Markt)
  • Where possible, I’ve shopped online with retailers in my local area
  • (Select one or more options)

Has COVID-19 impacted the number of online subscriptions you have for products (food, drink, household goods etc)?

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  • I haven’t changed the number of online subscriptions I have for products
  • I’ve increased the number of online subscriptions I have for products
  • I’m more interested in online product subscriptions but haven’t added any yet
  • I’ve decreased the number of online product subscriptions
  • (Select one option)

Why have you increased the number of online subscriptions for products that you have?

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  • It’s convenient
  • It’s cheaper
  • To support my local stores
  • I get better quality products
  • (Select one or more options)

COVID-19 Impact on cross-board shopping. Has COVID-19 impacted how you shop from stores overseas online?

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  • I haven’t changed how I shop from online stores overseas
  • I’ve shopped more from overseas stores online
  • I’ve shopped less from overseas stores online

COVID-19 Impact on cross-board shopping. What is the main reason for why you’ve changed how you shop from overseas stores online?

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  • I want to support my local economy
  • Delivery is faster from national stores
  • The options I can use to pay suit my needs better
  • The selection of products is better
  • I can obtain products at a lower price

What online store features have been important to you during COVID-19?

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  • Low shipping costs
  • Fast (next day or same day) delivery
  • Stores that offer my preferred payment methods
  • Items that are in-stock and available to ship
  • Stores that offer flexible returns/refund policy
  • Stores that are available in my native language
  • Stores that offer recommendations based on my purchase history
  • Other (Please specify)
  • (Select one or more options)

Has COVID-19 changed your expectations from the kind of services retailers provide?

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  • Yes
  • No
  • Don’t know
  • (Select one option)

How has COVID-19 impacted the preferred payment methods you use in-store?

  • Before COVID-19
  • During COVID-19
  • I don't use this payment method
  • (Select one or more options)
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How has COVID-19 impacted the preferred payment methods you use online?

  • Before COVID-19
  • During COVID-19
  • I don't use this payment method
  • (Select one or more options)
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Have you tried new payment methods during COVID-19? If so, which ones?

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  • I haven't tried any new payment methods
  • Contactless credit or debit card
  • Contactless mobile (Apple Pay, Google Pay, QR etc)
  • Mobile wallets (PayPal, Amazon Pay, Apple Pay, Google Pay etc)
  • Buy Now Pay Later (Klarna, Afterpay, Floa, Cashper etc)
  • Click and collect (pay online, pick up in-store)
  • (Select one or more options)

How has COVID-19 impacted the way you find new retailers to shop with?

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  • No, COVID-19 hasn't changed how I find new retailers to shop with
  • I’ve asked for or received recommendations from friends or relatives
  • I’ve received recommendations via social media advertising
  • I’ve used online search or search on social media platforms to find new ideas
  • I’ve seen adverts in traditional media formats (TV, radio, print)
  • I’ve tried to find more local stores to shop with
  • (Select one or more options)

What has frustrated you when shopping online during COVID-19?

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  • I haven't had any negative experiences ordering online during COVID-19
  • Items I try to order a frequently out of stock
  • Shipping costs are too high
  • The customer service is poor
  • Delivery times are slow
  • Stores don’t offer my preferred ways to pay
  • Overseas stores that I shop with are not in my language
  • The online checkout is slow/difficult to fill in and complete
  • (Select one or more options)

Do you feel that once COVID-19 is no longer of major national concern, you will change the way you shop once again?

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  • No, how I shop during COVID-19 is how I intend to continue shopping
  • I’ll change where I shop in-store
  • I’ll change how I shop in-store or online
  • I’ll change how I pay in-store or online
  • (Select one or more options)

How will you change where you shop in-store?

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  • I’ll look for stores that offer cashless payment methods
  • I'll try to shop more at stores in my local area
  • I’ll look for stores that know what I’ve ordered online and can make recommendations for products
  • I’ll look for stores that offer a click and collect service (pay online, pick up in-store)
  • I’ll look for stores that offer online stock checking so I don’t waste a journey
  • I’ll travel further to reach in-store retailers
  • (Select one or more options)

How will you change the way you pay in-store or online once COVID-19 is no longer a major national concern?

  • More in-store
  • More online
  • No change
  • (Select rows according to in-store or online preferences)
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How should in-store retailers improve their services once COVID-19 is no longer of major national concern?

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  • They should deliver personalised offers and services
  • They should offer more subscription services
  • They should offer Click and collect (Pay online, pick up in-store)
  • They should offer Buy Now Pay Later at the till
  • They should allow me to see products available in my local store online
  • They should offer more self-checkout machines
  • They should offer to deliver products I’ve bought in-store home
  • They should offer price-matching schemes
  • They should offer scan-as-you-go apps for easy payment
  • They should offer QR code payments
  • They should offer more loyalty schemes
  • They should offer more flexible returns/refund schemes
  • (Select one or more options)

Survey methodology & demographics

This consumer survey was carried out by Kaleido Intelligence over 4 weeks in March 2021 and was undertaken to examine the effect of COVID-19 on consumer shopping and payment behaviour on consumers in Belgium, Germany and the Netherlands. The questionnaire was developed collaboratively between Kaleido Intelligence and Payvision and contained 26 questions. The survey was completed by 600 respondents aged 18 and over, based in Belgium, Germany and the Netherlands.


The consumer demographics:

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