Adding new services drove more physical store visits for over 60% of independent pet retailers, with 50% reporting improved customer loyalty
PROVO, Utah, Oct. 6, 2026 /PRNewswire-PRWeb/ -- eTailPet, the all-in-one, cloud-based point of sale (POS) solution built exclusively for pet retailers, today released its State of Independent Pet Retail 2026, a compilation of transaction data and insights from independent pet retailers that highlight the current trends shaping the pet industry.
According to the report, independent pet retailers are facing a slowdown in the number of trips consumers are making to their stores, with a 15.6% decrease in overall transactions since 2024. However, the findings point to opportunities for strengthening customer connections and loyalty, such as adding new services or hosting community events.
Eighty-seven percent of pet retailers said personal connection is essential for maintaining customer loyalty — and that connection mostly happens in-store. This connection is also reflected in how retailers view their role in their communities, moving beyond just places for pet parents to buy products: 50% see themselves as a pet wellness partner who helps owners make informed decisions; 22% see themselves as a trusted source for pet care advice; and 19% refer to themselves as a community resource for pet owners.
Other key findings include:
Retailers are starting to put AI to work:
- Social media content: 48%
- Marketing content or copywriting: 33%
- Inventory and demand forecasting: 23%
- Email/SMS campaign creation: 22%
- Customer service and chatbots: 13%
- Personalized product recommendations: 8%
Pet parents are considering more than price on food purchases: Price (75%), ingredient quality (75%), and nutritional benefits (73%) were all ranked as top purchase drivers.
Raw and frozen food top the list of pet food categories seeing the strongest growth:
- Raw food: 55%
- Frozen food: 53%
- Freeze-dried food: 46%
Big-box e-commerce is competitive, but in-store remains important: 78% of independent pet retailers see PetSmart, Chewy, or Amazon as competition. However, while 70% of surveyed retailers sell online, 90% report that e-commerce only makes up about 10% of their overall sales, underscoring the continued importance of the in-store experience.
Events foster community: Pet retailers running three or more community events (e.g. adoption events, training classes) cite those as a reason why consumers continue choosing their business — 91% versus 59% of those running no events.
"Independent pet retailers have always had an advantage when it comes to personal connection, but as trips to stores have declined, that connection is becoming even more important," said Taylor Harnois, General Manager, eTailPet. "These retailers already see themselves as more than places to purchase products. The opportunity for them now is to find ways to give customers more reasons to engage, whether it be adding services, hosting community events, or creating other experiences that bring pet owners together."
To view the full report, please visit: https://etailpet.io/pet-retail-industry-report
About eTailPet
eTailPet, a Quilt Software solution, is the all-in-one point of sale (POS) solution created by a pet business owner and built specifically for independent pet retailers. This cloud-based technology empowers independent pet businesses with robust software solutions to compete both in-store and online. eTailPet simplifies inventory management, provides detailed reporting, and boasts online sales and marketing tools that help specialty retailers focus on growing their business. For more information visit: https://etailpet.io/
Media Contact
Maddie Esper, 0to5 for eTailPet, 1 980.253.3833, maddie@0to5.com
SOURCE eTailPet
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