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Supply chain issues are taking the fun out of shopping

October 13, 2021

Supply chain issues are beginning to affect consumer behavior seriously, according to ICSC’s latest Coronavirus Consumer Survey of 1,008 U.S. consumers, conducted Oct. 8 to 10.

ALSO CHECK OUT: Cumulative ICSC Coronavirus Consumer Survey results from April 2020 forward

Pandemic issues have given retailers trouble filling shelves and fulfilling online orders for a few months. And now, 58% of consumers say these supply chain disruptions, product shortages and shipping delays have made shopping more stressful and less enjoyable.

Over the past couple weeks, merchandise has been unavailable either in store or online for 56% of consumers, and 45% have experienced shipping or delivery issues with merchandise they ordered.

Before the pandemic, 71% never or very rarely thought about supply chains or how goods were shipped or delivered, according to the most recent survey, which also found that 55% now will consider the supply chain when making purchases. Meanwhile, 54% likely will cancel orders in the event of significant delays in shipping or delivery.

Some consumers are willing to pay for convenience; 41% would pay more for guaranteed on-time delivery. The concept is more popular with Millennials, 59% of whom would pay more. Forty-nine percent of Gen Zers would pay more, 37% of Gen Xers and 28% of Baby Boomers. Forty-one percent of consumers said product shortages or significant shipping or delivery delays would cause them to stop buying from brands completely.

RELATED: ICSC’s Coronavirus Consumer Survey coverage two weeks ago

By Brannon Boswell

Executive Editor, Commerce + Communities Today

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