Consumer Report 2017

Winning the War for Convenience

In a retail age in which disruptors are diluting the convenience shopping occasion with one-click ordering and home delivery, traditional retailers are pausing to ask: Who are we? Who do we need to become? When it comes to convenience today and in the future, can we deliver?

To guide retailers through these complex times, CSP and its sister research company Technomic Inc. surveyed 2,000 shoppers who visit c-stores at least once every two to three months on their expectations in a digital world. The resulting Winning the War for Convenience Report found generational differences, immediate and nice-to-have considerations and clear conclusions about home delivery, in-store payment and the retail experience.

Tackling Delivery

To Deliver, Or Not To Deliver

Only 19% of consumers say they have ordered delivery from c-stores, grocers or warehouse clubs, but 38% say they would take advantage of a c-store’s delivery service. This points to a big opportunity for retailers. Going up against operational savants such as Amazon requires sure-footedness on the part of c-stores. So that retailers don't have to walk the road to delivery alone, CSP presents the following guide, with insights from delivery innovators and retail experts on the best first steps.

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