Indian consumers willing to share personal information with retailers

According to an Oracle survey, Indian consumers are willing to share personal information with retailers provided they invest in adequate technologies

Sonal Desai
New Update

MUMBAI, INDIA: As technology becomes more pervasive, shoppers increasingly require retailers to invest in delivering converged commerce experiences that connect digital and store channels.


The findings were highlighted in recently released consumer research commissioned by Oracle and conducted by Redshift Research, titled Retail Without Limits–A Modern Commercial Society: Indian Responses.

The survey said that Indian consumers want to share information but still face a privacy conflict. “All respondents understand the benefits of sharing personal information with retailers and 52 percent are happy for retailers to track their movements in-store or online, but 47 percent have concerns with retailers doing so. 62 percent want retailers to communicate with them via social media channels,” it noted.

Some of the other key highlights include:

Convergence of commerce is critical: 97 percent of respondents want retailers to invest in technology, and 67 percent stated that converged commerce is key to enhancing their shopping experiences. 84 percent say their use of technology to shop has increased over the last year, most notably with mobile (86 percent) and social media (65 percent).


Transparency is essential: 84 percent of respondents say visibility to product to enable them to purchase anytime, anywhere adds most value to their shopping experiences, while 67 percent of respondents value a connected cross-channel experience that ties channels with service and fulfillment.

Consumers are drawn to the global market: 64 percent of respondents have purchased goods from offshore international retailers, but most consumers say that quality, price, availability, choice and convenience is more important than location of the retailer.

Convenience influences loyalty: 66 percent of respondents say the convenience of getting the right product at the right time and place every time influences their loyalty.


Indian consumers prefer online but still value the store: 42 percent prefer buying online and but still use the store as regularly as online. 65 percent are inclined to make a purchase if a store assistant uses mobile technology and 43 percent are encouraged to spend more if an assistant engages them in-store.

As eager and advanced users of mobile, social and other online technology, Indian shoppers are easily frustrated by disjointed commerce experiences and lack of information. Their loyalty is influenced by convenience in relation to product availability and fulfillment, the survey noted.

Retailers on the other hand are challenged to capitalize on these findings and make associated changes by following three simple principles: learn, adapt and execute.

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