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