THE RETAIL BULLETIN - The home of retail news
HOME
RETAIL NEWS
RETAIL EVENTS
Fashion
Department Stores
Shopping Centres & Retail Parks
Home & DIY
Electricals
Health & Beauty
General Merchandise
Entertainment
Sports & Leisure
Retail Solutions
Food & Drink
RETAIL INSIGHTS
RETAIL SOLUTIONS
ABOUT US
CONTACT US
SUBSCRIBE FOR FREE
Insight: UK shoppers rate retail experiences merely average

Latest research has revealed that only 40% of UK shoppers think their favourite retailers provide a good or great customer experience.

GENERAL MERCHANDISE

Insight: UK shoppers rate retail experiences merely average

Commissioned by Zeta Global and conducted by Sapio Research, the study of over 3,000 UK consumers found that 48% of respondents considered their retail experience to be merely average. A further 11% said their favourite shops provided poor service and that they had to shop around as a result.

The research also found that 81% of those polled said they were more likely to go on to buy if a store recognised them as a previous customer and offered relevant discounts. Furthermore, almost two-fifths said they would be less inclined to shop around if they received a personalised service.

Some 63% of respondents said they had bought items as a direct result of a communication from a retailer.

Meanwhile, 87% of people said they expected to receive an answer back from a store within 24 hours following a complaint.

Jill Brittlebank, senior director of strategy and analytics at Zeta Global, said: “Clearly, retailers continue to face challenges in being able to acknowledge their customers and understand how they interact with the brand – online, in a physical location, or when they interact through social media.

“This research highlights just how critical it has become for stores to understand their customers, and put this knowledge systematically to work throughout their organisations to enhance customer service, experience and engagement. If this doesn’t happen, they will lose ground to competitors.”

 

 

Email this article to a friend

You need to be logged in to use this feature.

Please log in here

Subscribe For Retail News

RETAIL EVENTS

Retail Human Resources Summit
Retail Human Resources Summit
Wednesday 3 October 2018
The Cavendish Conference Centre, London W1
The 10th HR Summit 2018, The Cavendish Conference Centre, London W1, 3rd October 2018
The Retail Design Summit 2018
The Retail Design Summit 2018
14 November 2018
The Cavendish Conference Centre
The Retail Design Summit 2018
Omnichannel Futures Conference 2019
Omnichannel Futures Conference 2019
6 February 2019
Cavendish Conference Centre, London WG1 9DT
A truly omnichannel offering requires an understanding of customer behaviour across all shopping channels and how this should impact your overall business strategy