As communities reopen, consumer expectations of convenience have shifted. To help retailers navigate coming changes, this spring we asked consumers what they would want and expect when they emerge from lockdown.

Results showed that it’s mixed what consumers will do, but routines will be tougher to establish: 69% of consumers surveyed say they will delay normal work and travel. Consumers expect to commute again but not fully. Before the pandemic, 39% said they commuted at least five days a week, compared to 37% who did not commute. Going forward, 27% expect to commute five or more days a week, a 12-point drop. Meanwhile, 43% will not commute at all, a six-point increase.

In tandem, convenience routines will return slowly. Twenty-three percent of consumers say they will return to their normal routines at convenience stores, and 16% will not shop at stores at all. Others will shop for gas or inside the store when they need something. And while there is definite economic stress now, consumers find great value in convenience and safety. When asked about new technologies/offers (see below), convenience and safety were cited more often than price.

Source: NACS Consumer Survey, May 2020