What consumers want from their shopping experience

'MAPIC' is a major international retail and real estate event for key property players connecting retailers, developers, cities and investors with around 8,600 participants, 2,100 retailers and 2,500+ developers.

In advance of the conference, Maybe* teamed up with Innesco to deliver a social listening project – the largest of its kind ever undertaken in the commercial real estate sector.

The result was a fresh take on what shoppers really want - based upon what consumers are saying.

"Conversation is how you deliver results through social media. We believe that before any retailer, developer, city, or investor launches a new project they should listen to what people are saying they both want and need. Oftentimes, the results are surprising."

Polly Barnfield OBE, CEO and Founder of Maybe*


What we learnt:

Only 14% of shoppers have had a digital experience in a store that has “blown their socks off”. What an opportunity for retailers and shopping centres to excite their shoppers.


With 59% of shoppers using their phone in-store to research something they’re thinking about buying, a strong social media presence is a must for retailers and places.


Only 8% of shoppers would be most excited by an indoor skiing facility in a shopping centre, which is a massive investment for any shopping centre considering such an offering.

digital experience

We used Facebook to reach over 1m people and a Messenger chatbot to collect over 45,000 insights about consumers shopping experiences, including what shoppers want beyond retail stores and restaurants.

For more insights into how people are shopping and what they’re looking for in a shopping experience, download our “What consumers want from their shopping experience report”.

Download the report

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shopping-experience- report

Join us every Wednesday for our "What's working best" social media insights webinars