Consumers and the new reality

As the effects of COVID-19 continue to be felt around the globe, organisations need to anticipate and prepare for changes in consumers’ needs, behaviours and preferences.  A new type of consumer is emerging — one that is financially impacted, more advanced in their use of digital technologies, and more selective in their decision making.

This executive summary examines the evolution of consumer behaviours across 12 countries, regions and territories - Australia, Brazil, Canada, China (both mainland and Hong Kong SAR), France, Germany, Italy, Japan, Spain, UK and the US. It is the first of three reports and is based on a consumer pulse survey data collected in May and June 2020 from more than 12,000 consumers, looking at their interactions with Consumer & Retail, Banking and Insurance organisations.