Three quarters of consumers want friendly, attentive, and present salespeople. Image: pixabay
Retail | Studies & Reports

PWC: Customers Want Better Retail Service

According to a recent study by PricewaterhouseCoopers (PwC), more and more Germans are returning to shops – where they often find a range of services with room for improvement.

Three quarters of consumers want friendly, attentive, and present salespeople. However, 59 percent of customers reported that they had to proactively approach sales staff for information when they made their last purchases. Only 38 percent of salespeople were able to provide information about a specific product during the consultation.

At present, digital services do not play a significant role in the shopping experience of older target groups. For people under 30, however, they are extremely relevant these days: For example, 43 percent of consumers in this age group want to be able to check product availability online. Around one in three would like to be able to check in-store product availability online or order products online and then pick them up in person (Click & Collect).

More than half of those surveyed showed an interest in the use of robots at brick-and-mortar stores (55 percent). However, every other customer in the over 40 age group would refrain from using such a digital helper. Robots, if anything, are a good way of relieving the burden on salespeople. However, they cannot replace human assistants.

Customers particularly appreciate the advantages of digitization when it comes to the checkout process: 61 percent of those surveyed regard self-service checkouts, where customers scan and pay for products themselves, as an improvement in the payment process. Among those under 40, the figure is even higher at over 70 percent.

Sign up for our ACROSS Newsletter. Subscribe to ACROSS Magazine.

Studies & Reports MORE

Footfall-Anchors Post Corona – 5 Propositions for the New Future of Retail

“Covid-19 is the biggest challenge of our time and it affects the retail sector as well as the retail real estate market. With the study Footfall Anchors Post Corona–5 Propositions for the New Future of Retail, we discuss the current situation for retailers, investors, project developers, and municipalities on a broad scale. In collaboration with renowned experts we discuss the new future of retail, the real estate industry, and subsegments of the retail real estate sector. The result is a comprehensive documentation of the status quo regarding the situation of retail asset class.” - Angelus Bernreuther, Head of Investor Relationship Management at Kaufland Germany.

Yet another hurdle cleared

Modern retail stock in Romania will exceed the 4 million sq m threshold by the end of the year. Several openings were postponed due to Covid-19.

Poland: A review of historic months

Almost 90,000 sq m of new retail space was delivered to Polish market in the second quarter of 2020. Footfall amounted to approximately 80% of last year’s due to the pandemic.

Drastic sales losses in Swiss malls

Malls in Switzerland are currently losing 39 million Swiss francs in revenue per day.

Impact of COVID-19 on the Czech Republic’s retail sector

The corona virus pandemic and the related measures represent an entirely new and unexpected situation for the entire real estate market, with a global scope and a major local impact on everyone. According to Cushman & Wakefield Czech Republic, retail is one of the most affected sectors, yet it should also play a pivotal role in re-starting the economy.

29.7 million euros gross lost revenue per day in Austria

Standort + Markt recently published a first estimate regarding the anticipated daily loss of revenue of shopping places in Austria due to the corona shutdown. Its results provide solid guidelines for the European retail real estate market in general.