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Consumers place more value on product information delivered on retailers’ owned channels

  • Shoppers are almost five times as likely to use retailers’ websites for product information (72%) compared to marketplaces (15%) when making a purchase
  • 54% trust social media for product information, with Facebook the most relied upon platform (15%), followed by Instagram (12%)
  • 38% now want sustainability information to be available, underscoring the move towards Digital Product Passports (DPPs)

When making online buying decisions, UK shoppers now place more value on product information delivered on retailers’ owned channels, compared to third-party channels, such as marketplaces or social media, the latest research from Intellias, the software engineering and digital consultancy company, reveals.

Original research of over 1,000 UK shoppers by Intellias showed that over seven in ten (72%) use retailers’ websites as their primary source of product information when making a purchase, compared to just 15% who rely on product information served on 3rd party marketplaces.  A further 38% of consumers head in-store to ‘showroom’, checking out the product information available at the shelf-edge or in bricks-and-mortar settings before buying online, and another third (35%) rely on information available on retailers’ apps.

Over half (54%) would trust social media channels, including Instagram, TikTok, Facebook, YouTube, and X, for product information when making a purchase.  Facebook is the predominant social platform trusted to deliver product information (15%), followed by Instagram (12%).  Meanwhile, User-Generated Content (UGC), such as customer ratings and reviews, was another important source of product information for a quarter (25%) of shoppers.

While price remained the top piece of information shoppers seek in product discovery, now two-fifths (38%) want access to ethical and sustainable sourcing information and carbon emissions associated with a product before making their buying decision.  This growing demand for more accessible sustainability information within the path to purchase underscores the move towards Digital Product Passports (DPPs).  DPPs, which capture information about a product’s sustainability – from its composition, manufacturing processes and supply chain impact to its carbon footprint, emissions and recyclability – are being introduced across the EU by 2030, allowing consumers to access product lifecycle information via QR or barcodes. 

With fashion and other consumer goods being some of the first sectors required by the European Commission to fit unique DPPs by as early as 2026, retailers including Nobody’s Child, which launched its second pilot last month that enables customers to track the journey of their clothing from design to production, are readying themselves for these new requirements in product information management (PIM). 

Alexander Goncharuk, Vice President of Global Retail at Intellias, commented: “Our research shows that consumers are already more trusting and more influenced by product information delivered directly via retailers’ owned channels.  DPPs offer another trusted channel for shoppers to access product lifecycle data direct from the brand – and what could be more direct than being delivered on the product itself.  As retailers roll out DPPs, they will be able to deliver more transparency and authenticity in shoppers’ buying journeys at a time when consumers are increasingly environmentally conscious and ethically motivated in their purchasing patterns.”

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