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Retailers Face 91% Dissatisfaction Rate Amidst Consumer Expectations Gap

KVIA•Wednesday, February 18, 2026 at 9:19 PM•Stacker

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AI Summary

A recent study by the IBM Institute for Business Value reveals that only 9% of consumers are satisfied with their in-store shopping experiences, highlighting a significant disconnect between customer expectations and the current retail landscape. Despite 73% of shoppers preferring physical stores, issues like slow checkout times and lack of product information are driving dissatisfaction. Additionally, a 2025 IHL Group study found that 67% of retailers acknowledge that inventory inaccuracies negatively impact customer relations. To combat these challenges, retailers are encouraged to utilize high-level market research to better understand consumer needs and improve the overall shopping experience, fostering long-term loyalty.

Key Details: • 9% of consumers satisfied with in-store shopping experiences. • 73% prefer physical stores, but face issues like slow checkouts. • 67% of retailers report inventory inaccuracies hurt customer relations. • Implementing market research can help identify and address retail issues.

retail consumer-satisfaction market-research inventory shopping-experience

People & Organizations

The Barcode GroupIBM Institute for Business ValueIHL Group

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