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

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.

Shopping Center Performance Report by Ecostra: Fake News or a Scientifically Recognized Method?

It almost reminds one of the 1993 film “Groundhog Day”. The only difference is that Dr. Will, together with his management consultancy Ecostra, has only employed the recurring, annual use of mathematical calculations since 2011, with the purpose of creating a body of evidence, based on statistical methods, that would allow for a ranking of the best shopping centers in Germany to be drawn up.

Global Retail Attractiveness Index Fourth Quarter 2019

Union Investment’s Global Retail Attractiveness Index measures the attractiveness of retail markets across a total of 20 countries in Europe, North America and the Asia-Pacific region. GRAI was developed by Union Investment, GfK and Across.

A Look at Zagreb and Central Northern Croatia

Zagreb’s city center shopping malls need to be transformed into the pseudo living rooms of the Croatian capital. Conversely, shopping centers located on the outskirts of Zagreb have to be developed into supraregional shopping and entertainment destinations.