Survey Findings
The surveyed shoppers provided the following list of priorities (in order of importance):
1. Guest-oriented actions of the employee
2. Knowledge and skills of the employees
3. The reception
4. The farewell
5. The interior
The Importance of Employees
This ranking underscores the critical role employees play in an organization and their impact on a company’s success. Ensure your employees are attentive, knowledgeable, and skilled. Allow them to express their individuality within established frameworks, instill pride in their workplace, and ensure job satisfaction. Employee happiness stems not only from salary but also from factors such as flexibility, open communication, workplace enjoyment, and involvement. Give them wings!
Overlooking Employee Satisfaction
The turbulence in retail has led some stores and chains to revamp their image, investing heavily in new logos, dazzling interiors, fresh branding, and extensive advertising campaigns. However, many overlook the importance of their employees. Unhappy employees behind the cash register or on the shop floor can negate the impact of these improvements. Curious customers with high expectations visit the “new” store but are quickly disappointed by unmotivated staff, leading to forgotten positive elements and a lack of return visits. In retail, the adage holds true: You are only as strong as your weakest link.
The Role of Online Information
Another interesting detail from the survey is that the vast majority of respondents (86%) sometimes use information obtained via the internet to guide their decisions. Only 4% rely solely on online information, and a small group (10%) never consult the internet. This indicates that 86% of respondents still value interpersonal contact for advice or purchase decisions. This is good news for shop owners in the Netherlands.
Enhancing the Online Experience
Ensure your website is easy to find, clear, and user-friendly. Entice potential customers to visit your physical store, as the website often forms the first impression of your organization.
HS Brands: Specialists in Qualitative Research
HS Brands is the specialist in qualitative research. Beyond safeguarding contact moments, actions, and KPIs through studies, we excel in experience studies focused on quality and service. This research provides concrete, in-depth feedback, offering hands-on tools to immediately enhance customer loyalty. Customers as ambassadors or fans of an organization are crucial for increasing turnover, providing immediate return on investment.
Partnering with Clients
We engage with our clients to identify areas where we can offer support. Our investigations are fully tailored and can be conducted swiftly both nationally and internationally.