News

Nearly a quarter of shoppers choose to go to a competitor due to dissatisfaction with their retail experience

46 percent of shoppers who have unsatisfactory retail experiences do not let the retailer know and almost a quarter of these opt to shop at a competitor when they are unsatisfied with the cleanliness of the store, store associates, or the checkout process.

September 8, 2014

Interactions, which provides product demonstrations for retailers and brands, has released its fourth Retail Perceptions trend report, “The In-store Experience Revealed: What Drives and Keeps Shoppers in Your Store.” The report asked shoppers directly what elements of an in-store environment drive them to — or out of — a store, and what retailers can do to keep them coming back, even after a negative experience.

According to the report’s findings, 46 percent of shoppers who have unsatisfactory retail experiences do not let the retailer know and almost a quarter of these opt to shop at a competitor when they are unsatisfied with the cleanliness of the store, store associates or the checkout process.

Of those shoppers surveyed:

• More than 22 percent shop at a competitor versus their local grocery store due to cleanliness issues.
• 55 percent are dissatisfied with the checkout experience at their local grocery store.
• 54 percent say their local grocery store employs associates who don’t meet their expectations.