Published: 16 June 2021
Consumers adapted to pandemic disruptions by shifting life online to unprecedented degrees. Will they stick with those habits? Signs point to “yes, and.” CMOs across industries — especially retail, entertainment and hospitality — must plan for consumers who engage both digitally and in person.
Data used to build this infographic indicates that consumers expect brands to continue to offer the robust digital platforms they utilized throughout much of 2020 and 2021. In addition, consumers plan to resume many of the familiar in-person experiences that were out of reach. Consumers also identify new drivers for shopping in-store.
The data in this infographic comes, in part, from the Gartner Consumer Community (5-12 March 2021, n = 279; 8-12 March 2021, n = 255). While Gartner Consumer Community (n = 450) members resemble the U.S. general population, the data presented is based on the responses of community members who chose to take each individual activity (sample sizes vary). Respondent samples for individual activities may not be representative of the general population and the data should only be used for directional insights.
Gartner Consumer Behaviors and Attitudes Survey (September 2020). The research was conducted online among 1,380 consumers ages 15 and older in the U.S. during September 2020. Respondents for this survey were selected from those who have volunteered or registered to participate in online surveys and who completed the Gartner Consumer Values and Lifestyle Survey in September 2020.
The Gartner Consumer Pandemic Attitudes and Behaviors Survey was fielded among U.S. consumers ages 18 and older. Quotas were set for age, gender, employment, ethnicity and region. The survey was conducted online among 1,505 respondents. Data was collected 8-18 May 2020. The survey was developed collaboratively by a team of Gartner researchers who follow the market, and was reviewed, tested and administered by Gartner’s Research Data and Analytics team.
Analysts:
Consumer and Culture Insights Team
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