E-Consumer Pulse™: A Look Across Industries: September 2025 Consumer & eCommerce Insights Report

Benchmark your category. Find the growth headroom.

This cross-category overview analyzes how consumers shop online across major sectors, what drives satisfaction and engagement, and where omnichannel behaviors are accelerating. Powered by advanced analytics and real-time tracking, it helps leaders translate consumer behavior research into actionable eCommerce strategy and data analytics decisions at the portfolio level.

Executive Summary

Online adoption is far from uniform: while categories like Apparel and Electronics lead with digital maturity, Groceries anchor the largest shopper base yet lag in experience—an untapped opportunity if convenience, availability, and ease are prioritized. Pet Care and Vitamins set the benchmark for satisfaction and loyalty, showing the impact of seamless journeys. At the same time, sector-specific drivers and barriers reveal where friction erodes trust and conversion. Omnichannel is now the default, with shoppers fluidly blending store and screen—making coordinated strategies across channels essential to capture growth.

Key Business Questions Answered

• How does my sector compare on online penetration and maturity—and where is the growth headroom?
• Which sectors lead on CSAT and NPS, and what can lagging categories learn from them?
• What decision factors (e.g., content, payments, availability) and barriers (e.g., try-before-buy, delivery fees) matter most by sector?
• Where are the biggest omnichannel opportunities to coordinate online and in-store journeys?
• Which levers move loyalty and advocacy (CSAT/NPS drivers) in my category?

What’s Inside the Report

• Cross-Sector Benchmarking: Online penetration and maturity by sector to size demand and identify upside.
• Experience Scorecards: CSAT and NPS by sector, including a quadrant view to see who leads on satisfaction and engagement.
• Decision Factors by Sector: What most improves the experience (e.g., product content, ease of shopping, payments, availability).
• Barriers by Sector: What still deters online purchase (e.g., try-before-buy, delivery fees, trust).
• Drivers Analysis: Derived CSAT/NPS drivers to prioritize investments with the highest impact.
• Omnichannel Behavior: How shoppers split online vs. in-store by sector to inform channel strategy.
• Methods & Rigor: Sample, schedule, and advanced analytics used to produce decision-ready insights
  

Why It Matters

• Calibrate targets using true market benchmarks—not hunches.
• Build business impact analysis that links experience improvements to loyalty and revenue.
• Prioritize the few experience levers that drive the biggest CSAT/NPS gains in your sector.
• Coordinate omnichannel to meet shoppers where they are and lift engagement.
  

Who Should Use This Report

• CPG & Retail Executives driving apparel & fashion and omnichannel strategies.
• Digital & eCommerce teams optimizing online apparel & fashion experiences.
• Insights & Analytics professionals applying advanced analytics strategy to demand forecasting.

About eConsumer Pulse™

eConsumer Pulse™ is Springboard Management’s syndicated research series, uncovering online consumer behaviors and digital trends that traditional research often overlooks . With rigorous data validation, real-time reporting, and advanced analytics as standard, we bring the consumer back into the conversation—so your teams can act with confidence.