A breath of fresh care

Meet your post-pandemic customers

Wednesday 13 October 2021


In this, our 11th annual Retail Proposition Index, the results show that the pandemic has shaken up consumers’ values, fundamentally shifting expectations and behaviours.

In the UK, trust is now not just a key underpinning of consumer perception but the top driver of purchases. Sustainability is not a nice to have, but a must-have integrated part of any retailer. And we find a generational shift as older generations prefer to shift their spend online and younger shoppers are looking to go back to store. After a trying period, the demands on retailers continue to grow but the stage is also set for exciting innovation and the opportunity to have real impact.

Our latest Retail Proposition looks at these key trends shaping consumer behaviour, and how our Champion retailers are responding to meet and beat customer expectations.

We have detailed ratings for 700 retailers across a number of dimensions and how they compare vs peers.

If you would like to discuss our findings or are looking for more information on The Retail Proposition Index, we'd be delighted to talk.

OC&C contacts

Sohini Pramanick, Partner

Mairi Fairley, Partner 

Katy Fiander, Associate Partner

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