Shopping
Behavior

Today’s customer experience
happens wherever the customer
wants—online, in person, on the
phone or all of the above. You
could call it “phygital.” We call it
the new reality.

The trend

Online retail
is clicking

Most customers
who used In-Store Pickup
initiated their order online.

That’s most but not all: 2024 saw a 5.5% increase over 2023 in customers who started the In-Store Pickup process with a phone call.

23%

of customer
purchases were
made online
in 2024.

_{^{Metrics reflect January 2024 through October 2024 and January 2023 through October 2023, respectively.}}

The trend

In-store
shopping
brings all
the feels

You’ve seen the headlines: Brick-and-mortar retail is growing after pandemic-era slowdowns. In 2024, that upward trend continued, including at Verizon. Partnered with the 24/7 convenience of e-commerce, in-store shopping provides a social and sensory experience that appeals to many consumers.

62%

of customer purchases
were made in Verizon
retail stores in 2024.

64%

of customers upgraded
their devices in Verizon
retail stores.

_{^{Metrics reflect January 2024 through October 2024.}}

The trend

Shopping styles
are increasingly
personalized

While preferences like whether to shop in person or online are more concentrated within particular age groups, today’s shopping experience is uniquely individual. Consumers are creating their own ideal customer journey across physical and digital spaces. Shop online and pick up in store. Shop in store and buy online. Chat, call or video call us on the My Verizon app. Shop for phones—and everything else—in store while using your phone to help guide your purchase.

Customers
under 35 were
more likely to
shop online.

52%

of all new phone
lines added on digital
channels in 2024 were
from customers aged
18–43.

Customers
55+ preferred
shopping in
retail stores.

71%

of customers 55+ who
placed a digital phone
order did so on mobile,
29% on desktop.

_{^{Metrics reflect January 2024 through October 2024.}}