Customer Service
Poor store experiences will drive UK lost retail sales
October 16, 2024
Poor in-store customer experiences are putting U.K. retailers at risk, to the tune of possibly $53 billion, according to a Forsta study.
An analysis of 50,000 U.K. retailer reviews revealed that over 76% of negative reviews are from poor in-store experiences, according to a press release on the findings.
The study also revealed that a hefty number of U.K. adults, 80%, will abandon a shopping trip without making a purchase due to a bad in-store experience and queue management is the top pain point when it comes to negative reviews.
"Long queues and unhelpful customer service are not just inconveniences—they're eroding customer trust and loyalty. When customers are frustrated in-store, they're more likely to abandon their purchases and take their business elsewhere," Kyle Ferguson, CEO of Forsta, said in the release.
"While we're seeing many retailers focus on improving their online experience, the reality is that conversion ratios are fundamentally higher in-store, so retailers must reconsider how they manage their in-store environments.
