markeT insights report
Current State of Omni-Channel: Market Research Report 2025 AU
Adapt or
Fall Behind
3 out of 4
Australian shoppers have significantly changed their shopping habits in the past year
Experience
Drives Revenue
65%
shoppers willing to spend more for standout retail experiences
Convenience Converts
40%
consumers will pay extra for smooth returns and fast checkout
Real Loyalty
Lives In-Store
60%
shoppers believe digital can’t replace in-store human connections
Adapt or
Fall Behind
3 out of 4
Australian shoppers have significantly changed their shopping habits in the past year
Experience
Drives Revenue
65%
shoppers willing to spend more for standout retail experiences
Convenience
Converts
40%
consumers will pay extra for smooth returns and fast checkout
Real Loyalty
Lives In-Store
60%
shoppers believe digital can’t replace in-store human connections
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Introduction
The Retail Market Insights 2025 report presents an in-depth analysis of evolving consumer behaviours, shopping preferences, and the critical role of customer experience (CX) in driving retail performance.
Conducted by Resonate CX, this research provides a comprehensive examination of omni-channel retail trends, highlighting opportunities for retailers to optimise customer interactions across digital and physical touchpoints.
Through extensive market research and Voice-of-Customer (VoC) analytics, this report uncovers key drivers of consumer decision-making, factors influencing cart abandonment, and the growing expectation for seamless shopping experiences.
With insights gathered from real consumer feedback, it explores how retailers can enhance customer satisfaction, improve conversion rates, and increase overall basket size by integrating CX more strategically into their operations.
Do you understand the customer journey – online and offline?
Getting to know your customer’s full journey helps you break silos and make improvements which affects the whole journey rather than single touch points.
Current Shopping Pattern
Trends in shopping patterns and preferences, key factors shaping purchase decisions, and key in-store differences from online shopping all influence consumer behavior.
Channel Conversion and Unplanned Purchases
Understand the importance of information-seeking before making purchases and identify the key factors driving unplanned purchases.
Optimizing Basket Size: Factors Influencing Conversion
Identify the key factors contributing to cart abandonment both in-store and online, and evaluate the effectiveness of follow-up communications.
Return Process and Basket Size: Importance and Key Factors
Understand the importance of the return process in increasing basket size, identify the key factors in the return process, explore how customers envision the ideal return experience, and determine how willing customers are to pay more for an enhanced return process.
Online Delivery: Preferences, Factors, and Trends
Identify customer delivery preferences, factors influencing delivery choices, and ways to prioritize them; assess tolerance for delivery times versus in-store pickup; and evaluate strategies to enhance click and collect adoption.
Understanding Different Mindsets
Explore how consumer mindsets differ and the impact this can have on consumption.
Driving Greater Revenue through Dream Experiences
Understand what drives modern shoppers to return and their ideal experiences, and assess how improvements influence behavior, value perception, and willingness to pay.
Omni-channel Market Insights Report Event Highlights 2025 | Australia
Watch the highlights during the unveiling of the never-before-seen insights from the 2025 Current State of Omni-Channel Market Research Report—a must-know playbook to increase basket size & navigate shifting economic pressures.
This event was attended by the retail industry’s biggest players in Australia, hosted by CEO Mita Bedi.
More event videos
Current State of Retail Customers Market Research Report 2025 | United Kingdom
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FAQs
Yes – 100% free. This report is available as a complimentary download, no strings attached. It’s our way of helping you stay ahead of evolving shopper behaviour and omnichannel trends in 2025. Just fill in your details and get instant access.
This report is designed for retail executives, marketing leaders, CX managers, and decision-makers who want to grow revenue through better omnichannel strategies. If you’re looking to increase basket size, drive footfall, boost checkouts, or future-proof your CX approach, this report is for you.
Very accurate. The findings are based on a statistically significant study of 900 Australian consumers, conducted in January 2025. With a 95% confidence level and a margin of error of less than ±4%, you can trust the data to guide strategic decisions.
The report dives deep into omnichannel behaviour, from the evolving role of physical stores to digital-first decision-making, checkout preferences, loyalty drivers, and what customers expect from brands in 2025. It’s packed with insights to inform your retail and CX strategy.
Absolutely. We encourage you to share it with your wider team, from marketing and operations to customer experience and store teams. The more aligned your departments are, the better your execution across the omnichannel journey.
Yes – and we’d love to. If you’re looking to dive deeper into the findings or explore how they apply to your business, our team is happy to walk through the insights with you and your stakeholders. We can tailor the conversation to your goals and uncover practical opportunities for growth. Just fill out this page when you’re ready.
One report, countless insights—see for yourself
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