The New Normal – Living Life Online

Executive Summary

In 2020, COVID-19 impacted the global economy far more than anyone anticipated. The pandemic changed the way people across the globe live, work, learn and play. For many consumers, online apps and services became the de facto replacement for activities they had previously done in-person. As people were forced to seek alternate ways to engage with the world, many are now finding some online experiences are preferred over in-person options.

This survey polled 5,000 consumers throughout the U.S., U.K., Germany, Australia and Singapore to understand how their daily routines, experiences and preferences have evolved since the start of the COVID-19 pandemic and how they plan to purchase and engage with the world in the future.

Key findings of this report include:

• Nearly half of all consumers polled say they will use more online services post-pandemic than they did before it started.
• However, more than one-third (35%) warn that a difficult log-in process would cause them to cancel their account, while 32% said they would look to another service.
• Consumers 65 and older have embraced their new digital lifestyles, with 31% reporting they plan to only shop online after stay-at-home restrictions are lifted.
• One-third of consumers ages 18-24 won’t be returning to stadiums or theatres; instead they plan to keep watching sports, concerts and movies online post-pandemic.

Global View

We’re living through extraordinary times that have forced people around the globe to find digital replacements for activities that were once done in person. Consumers have adopted new online services and apps at a record pace since the start of the pandemic (63%), introducing many people to digital experiences for the first time or adding more bulk to an already large collection of apps and services to manage. When asked whether this new digital lifestyle would last beyond the COVID-19 pandemic, respondents across the globe indicate that the “new normal” means something different depending on where you live and how old you are. But nearly half agree that they will use more online services and apps post-pandemic than before.

Download the report to find out more.