Sure, shopping online may have its perks, but sometimes there’s nothing like visiting a brick-and-mortar store.
While in a store, shoppers can browse through a variety of merchandise, touch and feel products, and interact with store associates who can act as knowledgeable brand representatives.
There are certain components of the in-store shopping experience that can have an extreme impact on customer satisfaction and overall loyalty.
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Of those factors, 22% of consumers have shopped at a competitor versus their local grocery store due to cleanliness issues, according to research from Interactions. In fact, cleanliness was a priority for 93% of consumers. They said they would return to a retailer that made cleanliness a priority.
The report, titled: The In-Store Experience Revealed: What Drives And Keeps Shoppers In Your Store, also indicated that more than half (55%) of consumers are dissatisfied with the checkout experience at their local grocery store.
Store associates also can affect consumers’ overall perceptions of grocers. The most important characteristics of successful store associates are: Friendliness, knowledge and accessibility.
Up to 54% of consumers said employees at their nearby grocery store did not meet their expectations.
Want to learn more about how to keep shoppers in your stores? Download the complete report today!
