UK shoppers demand cleanliness, customer service and low cost when visiting stores
A new study has found that British shoppers are looking for the three Cs of ‘cleanliness, customer service and low cost’ when they go shopping.
According to Colliers’ Midsummer Retail Report. people have become more fastidious in their approach to cleanliness following the end of Covid-19 restrictions, despite measures to prevent the spread of the virus no longer being seen as important.
In the survey carried out by YouGov, participants also cited affordability and customer service as the main things that would influence them to spend at shops.
Paul Matthews, co-head of retail strategy at Colliers, said: “After more than two years of restrictions on how and where they shopped, UK shoppers have emerged with a new set of attitudes and priorities.
“Whilst the habits of mask wearing and social distancing are diminishing, there is clearly a new emphasis on cleanliness and this has ramifications for retailers and also the landlords of shopping centres and retail parks.”
He added: “As the costs of living crisis bites, it’s understandable that there is a new focus on affordability. This should be positive news for the UK’s value and discount retailers in the short-term, but also a call to action for all occupiers and landlords to reflect on their strategies and ensure that there are ongoing changes in consumer behaviours and expectations.”
The survey also makes it clear that if people are going to be coaxed away from online retailing and back to ‘real life’ shopping, they want excellent customer service.
David Fox, co-head of Colliers’ Retail team, said: “Interestingly, the research shows that there is a growing trend for people to research products online but then purchase them in a store. It shows the importance of physical stores where people can see, feel and try products and to speak to someone about them face-to-face. This trend will only be encouraged as more retailers charge for returning items via couriers, but promote in store returns and exchanges.”