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Study: Retailers lacking in store associates, price and checkout experience

BY Katherine Boccaccio

Ann Arbor, Mich. — Retailers’ strides toward satisfying their customers was the subject of a survey conducted by CFI Group, which found that retailers’ physical store and online presence were meeting consumer expectations, but store associates, price and checkout are areas needing improvement.

The study utilized the American Customer Satisfaction Index methodology to measure six elements of the customer experience, including physical store, associates, merchandise, price, checkout and online presence. All six elements were scored as drivers of customer satisfaction, ranging from zero to 100.

The research found that consumers had the highest rating of satisfaction with the condition and cleanliness of traditional department stores and mall-based specialty stores, with scores of 87 and 85 respectively, over large-format value stores, which scored 81.

"Understanding what drives customers back to the store is critical to a retailer’s business performance," said Sheri Petras, CEO of CFI Group. "This study provides retailers with an understanding into how to improve their customer satisfaction within the segment they serve and their brand communities."

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P.Siegel says:
Sep-06-2013 12:58 pm

It seems all retailers, since the beginning of time, refuse to realize that customers HATE TO STAND IN LINE.

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Report: Target to offer in-store pickup of online orders by holidays

BY Marianne Wilson

New York — Target Corp. will follow the lead of several other retailers, including Walmart, and allow shoppers to pick up select goods ordered online in its stores, the Star Tribune reported.

Target will introduce the service, referred to as Buy Online, Pick Up in Store (BOPS), in its hometown Minneapolis market and then expand it to all of its U.S. stores by Black Friday, according to the report.

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Report: Shipping costs key to online shopping

BY Dan Berthiaume

Ann Arbor, Mich. — Seventy-seven percent of consumers say shipping costs factor into their willingness to shop online. Results of the CFI Group Retail Satisfaction Barometer for second quarter 2013 also show that the most common consumer activity on retail websites is browsing and researching before in-store purchase (59%).

In addition, 36% of consumers use retail websites to browse multiple stores and sites, while 24% browse and research in a store to purchase on a site and 15% browse and research in a store to purchase on a competitor’s site (showrooming).

Looking at mobile retail, the study finds only 21% of consumers use mobile applications during their shopping experience, although they spend an average of $19.97 per transaction compared to $14.99 for consumers not using mobile applications. Smartphones (78%) are clearly the most popular mobile shopping device, with tablets (10%) and a combination of smartphones and tablets (12%) following.

Other findings from the study include:

  • 60% of 18-to-24-year-olds shop online monthly and 33% shop online weekly.
  • The most popular uses for mobile shopping apps are checking prices (68%), comparison shopping (53%), and checking reviews and recommendations (49%).
  • Top three consumer complaints about mobile shopping apps are they are not helpful, too slow, and security concerns.

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S.Wify says:
Nov-01-2013 01:53 pm

social marketing shopping is a vary good experience of the man and woman. Shopping only one time a month requires of that all those items like tv's or refrigerator and ac ext... social marketplace

S.Wify says:
Nov-01-2013 01:53 pm

social marketing shopping is a vary good experience of the man and woman. Shopping only one time a month requires of that all those items like tv's or refrigerator and ac ext... social marketplace

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