Consumer optimism is fragile
When we published the third wave of our Index in July, we noted growing levels of consumer optimism around the world. Lockdown restrictions were beginning to relax in many places. Indicators that act as a proxy for anxiety – such as the percentage of global consumers very or extremely concerned about the health of their family – were falling.
Overall, those falls have continued, but only marginally. Media headlines are dominated every day by stories about local outbreaks, new restrictions, higher infection levels, job losses and economic gloom. When we ask consumers how they feel about their personal finances, the percentage saying they are very or extremely concerned is still falling, but that fall has slowed. In some markets, both health and financial concerns are rising again.
Consumers are more conservative with their spending
Some consumers are gradually getting more comfortable about going back to normal activities like trying on clothes in a store. But progress is slow and not universal. In the US, for example, consumers feel as uncomfortable about using public transport or sending their children to school as they did in May.
And a cautious return to necessary activities, like paying the hairdresser a visit, doesn’t imply any increase in discretionary spending. In fact, 61% of consumers say they will be more aware and cautious about their spending now. And 48% want to postpone the purchase/replacement of big-ticket items, such as automobiles, furniture and appliances, until after the pandemic is over.
For many people, that longed-for return to normality will take much longer than they hoped. As a result, they are deeply worried about the impact of recession. Globally, 54% of consumers say price is a more important purchasing criteria than it was just a month ago.
Importance of price
54%of global consumers say price is a more important purchasing criteria than it was one month ago.
These concerns are reflected in our consumer segments, which are tilting towards those that represent higher degrees of spending conservatism. Globally, the percentage of consumers in our “Stay calm, carry on” segment doubled between May and June, but it’s now stuck at that level. Likewise, the percentage in our “Cut deep” segment was falling fast, but this has now stabilized.
Many governments are urging consumers to get out and spend, but many consumers are deciding they’d rather not – or not yet. When we ask consumers about their future intentions, there’s no significant change in those planning to “Keep cutting” or “Stay frugal.” Overall, 64% of consumers say they won’t buy products that they don’t feel they need, even if it means they miss out on the latest trends. And 45% expect that buying what they want won’t be an option for them – they will just buy the essentials. This suggests that many consumers are hunkered down for the duration of the crisis.
Consideration of private label is much bigger than its penetration
What could this mood of financial conservatism mean for consumer products companies? One critical thing we feel needs to be highlighted is that the scope for private label to take market share away from branded products is significant in all the categories and geographies we are tracking.
Even in markets where private label penetration is high, there is scope for expansion. For example, 67% of consumers in the UK would consider buying private label in the packaged foods category, where private label currently has a market share of 37%, according to Euromonitor.
The gap between consideration and penetration is even wider in some geographies and categories. For example, 41% of US consumers say they would consider buying a private label product in beauty and personal care, a category where private label currently has a market share of just 4%.
Importantly, it’s not just the value-conscious consumers worried about the impact of the pandemic today who are expressing a significant interest in private label. Even consumers defined by their desire to prioritize experience, or to put the planet or society first, show high levels of interest in private label products.
The shift to private label is deeper than it looks
The Index is pointing to a pivot towards private label products that is likely to prove deeper and more lasting than we’d normally see in a downturn.
The surge in at-home consumption looks to be with us for some time; 41% of consumers still feel uncomfortable about going out to eat; 45% plan to keep their cupboards stocked with an excess supply of household staples like cleaners, paper products and basic groceries.
The Index suggests premium pricing will become harder to maintain. As more consumers shift their focus to price, they are less willing to pay a premium for most attributes, such as whether a product is ethically or sustainably sourced.
How should companies respond?
Many consumer products companies have underprioritized investment in brand building and product innovation over the last decade. During the same period, retailers have significantly increased the quality and range of their private label products. Against this background, the consumer’s increased willingness to consider private label products and the current economic fragility could lead to a significant pivot. Is this a market pivot that brand owners need to respond to in a defensive way, or is it an opportunity they can shape to their advantage?
Consumers who say they will consider private label won’t necessarily follow through with that intention, and very few consumers would buy only private label. But we believe it is more important than ever that company portfolios have the right products, in the right packaging, in the right channels, for the right price, targeted with the right marketing against the right consumer. Here are five actions for consumer goods companies:
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- Track how consumer decision hierarchies are changing and assess how well products perform against both traditional competitors and private label brands.
In our experience many brand owners underestimate how much price elasticities have changed and overestimate how favorably the consumer perceives their products versus private label alternatives. To understand which brands are most vulnerable to private label switching, it’s critical to identify and consolidate data across categories and markets and make it visible across functions.
- Invest in points of competitive difference and revise price pack architecture and assortment strategy to optimize local mix and margin.
Innovation frequently falls short because functional silos do not work together effectively. Sales and marketing must work closely with supply chain to adapt value propositions, develop innovations in product and packaging, and arrive at the right marketing and pricing structures that will lead to consumers choosing the brand.
- Revise demand forecasts across the portfolio and develop the supply chain agility to dynamically respond to different scenarios.
Backward-looking data from before the pandemic is inadequate. What changes in demand will be permanent and which will be temporary? By planning for different scenarios, tracking the current state, and responding quickly, companies can ensure the right products get to the right shoppers/consumer. This will maximize volume and revenue and minimize the risk that consumers will turn to alternatives.
- Re-allocate resources and investment behind priority retailers and channels to drive mutually beneficial outcomes.
The distribution landscape has changed and will continue to change. Companies need to reconfigure their route to market and understand how this affects cost-to-serve. Investing appropriately behind customers/channels will drive increased supply chain and inventory efficiencies and reduce the need for retailers to accelerate their own private label alternatives.
- Redesign consumer engagement to maximize brand perceptions across the new path to purchase.
Companies need to identify which of their brands can successfully differentiate beyond price, and when and how to influence the shopper. This is challenging as consumers increasingly blend their use of digital and physical channels; the marketing levers are similar, but the way they work together is different and requires a new marketing capability set. Making promotional planning more focused and insight-driven will limit revenue leakage and drive enhanced return on investment.
The consumer’s increased willingness to consider private label products and the current economic fragility could lead to a significant pivot. Is this a market pivot that brand owners need to respond to in a defensive way, or is it an opportunity they can shape to their advantage?
Responding to the impact of the pandemic is requiring significant resource and attention. Consumer goods companies are having to re-examine every part of their value chain at a speed that is unprecedented. They are busy adapting to a channel shift away from physical stores; some large players have reported e-commerce sales up 50% or more in the first half of the year. They are also responding to a boom in at-home consumption, and higher spending across personal health and household hygiene.
The shift in preference toward private label is yet another disruption for consumer products leaders to have on their radar. The Index has identified a clear statement of intent – 60% of consumers say they will be more focused on value for money in the future, with 32% saying they plan to buy more private label staples. But will they follow through?
Price is increasingly important to the consumer, but as demonstrated by our Beyond-COVID-19 segments, it is not the only thing that matters. Brand owners can limit the pivot to private label by delivering superior products that speak to the changing consumer’s values and priorities: 39% of consumers plan to buy more from organizations that benefit society, even if their products/services are more expensive. The reassessment of consumer priorities that the pandemic is driving will work against complacent brands, but it favors those that offer more than price.
Summary
The EY Future Consumer Index has been tracking a return to optimism, but that’s now slowed. In some key markets, it’s reversed. Worried about their finances, consumers are increasingly turning to private label products. The pivot that’s happening here could be deep and lasting. In response, brand owners must deliver superior products that speak to the changing consumer’s values and priorities.
