Survey report: How UK retailers can improve sales and brand relationships during the Coronavirus pandemic

A survey of 2,000+ UK consumers on their pandemic shopping behaviours and how they feel Retail Choreography tools can help.

On the 25th of September, 2020, Qudini surveyed more than 2,000 British consumers from throughout the UK to gain a better understanding of how they are interacting with stores during the Coronavirus era, as well as identifying what concerns they had, which health and customer experience initiatives they most appreciated and what they felt would drive them to visit stores and to spend more money within them.

In general, we found that people are worried about their health when waiting in queues to enter stores or to receive service. As a result, they’re less willing to queue and more likely to walk out of stores without making a purchase.

Some insights from the survey:

  • 64% of consumers are still avoiding stores as a result of Covid-19.
  • Health concerns are the main reasons stopping consumers from visiting stores, with 69% stating this to be true, followed by an increased use of online shopping (41%) and financial concerns (31%).
  • When it comes to visiting stores, customers’ biggest concerns are; getting too close to other people (54%), other people not wearing masks (52%), touching products that other people have touched (43%) and queuing (36%).

Sectors covered:

  • Banks / building societies
  • Pharmacies
  • Grocery stores
  • Phone stores
  • Electronics stores
  • Car dealerships
  • Opticians / eyewear stores
  • Luxury fashion / product stores
  • Make-up / skincare stores
  • Fashion / clothing stores
  • Homeware / furniture stores
  • DIY stores
  • Mum / children / toy stores
  • Book stores
  • Travel agencies
  • Estate agencies
  • Pet stores
  • Sportswear stores
  • Cycle stores
  • Department stores
  • Jewellery stores
  • Shoe stores
  • Garden centres
  • Health food stores
  • Shopping malls
  • Lingerie stores


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