Consumer Attitudes & Behavior

Despite the short holiday season, December was still the biggest shopping month of the year.

Shopper traffic up more than one-third over November

Chicago -- Despite the shortened holiday season and extreme weather in many areas of the country in the weeks leading up to Christmas, retailers finished the 2013 holiday shopping season with increased sales. According to ShopperTrak, during the holiday shopping season of November and December 2013, national retail sales increased 2.7% and foot traffic decreased 14.6% when compared to the same two months of 2012.

Austin, Texas -- Shoppers with registered devices and retailer mobile apps made more store visits during the 2013 holiday season than during the previous year’s holiday season. According to data from mobile analytics provider Digby, mobile consumers made 29.6% more store visits during the 2013 holidays than in 2012.

J.C. Penney provided an ambiguous update on its holiday season performance, indicating it showed continued progress in its turnaround efforts and was “pleased” with its performance.

The company released a brief and vague statement Wednesday morning in which it noted, “customers responded well to the company’s offerings this holiday season, both in stores and online.”

Hampshire, U.K. - Annual retail payments on mobile handsets and tablets are expected to reach $707 billion by 2018, representing 30% of all e-retail by that time. According to a new Juniper Research report, “Mobile Payment for Digital & Physical Goods: Opportunities & Forecast 2014-2018,” this compares with mobile retail spend of $182 billion in 2012, when mobile accounted for around 15% of e-retail.

Reston, Va. -- A total of $46.5 billion was spent online from desktop devices for the full November-December 2013 holiday season, an increase of 10% versus a year ago, according to comScore. While the total represents a record for online holiday spending and a double-digit gain from last year, it nevertheless fell short of comScore's forecasted 14% growth of $48.1 billion in desktop spending.

ECRM compared retail circular advertising in December 2012 versus December 2013 and noted trends occurring across top retail chains. Last year, Home Depot did not run any circular promotions for the month of December and instead chose to coast on Web and email promotions. These electronic offers featured 50%-off promotions, as well as one-day-only sales. Although this online-only behavior was not repeated, Web and email remained Home Depot’s main focus: a short circular with a four day duration was run on Dec. 1 with a Cyber Monday theme.

Ann Arbor, Mich. – Amazon.com and L.L. Bean tied for the highest company-level customer satisfaction scores during the 2013 holiday season. According to the ForeSee Experience Index: 2013 U.S. Retail Edition, Amazon and L.L. Bean both scored 90, while Priceline had the lowest company-level satisfaction score (75) of 100 top retailers included in the Index.

The study offers a comprehensive view of satisfaction at the company-level and across every applicable sales channel including store, contact center, web and mobile.