Online Versus in Store for DIY Products

With most DIY chains offering an online and a high street presence, researchers have been finding out which of the two shoppers prefer. A poll conducted by Avail Intelligence has discovered that 35% of people in the UK would buy more often online if they could get better customer service. The survey also found that 30% of the 2107 adults questioned still prefer to shop on the high street. The main reasons for this choice appears to be the customer care, advice and support which they can receive in a face to face transaction.

Despite this just 5% felt that the price of products was cheaper on the high street, with 61% admitting that online prices were usually better. In addition it seems that online retailers have a larger range of products with 51% saying they had more choice online. Just 13% felt that they could more easily find what they wanted when walking around the shops rather than when going online.

Customers who are shopping online have suggested that better customer care, named prices, product information and better navigation could all improve the online shopping experience.

Pontus Kristiansson from Avail Intelliegence commented that shoppers would spend more online if they could get access to the sort of advice they often receive in store. The challenge is for retailers such as B&Q or Homebase to find a way of offering this.