In 2017, Qudini conducted a comprehensive survey with over 2,000 UK consumers, to gauge their views on the state of the brick and mortar retail, including the frequency and cause of poor in-store experiences and how customers are responding. We then extracted further interesting insights by analysing our findings according to gender, generation and geographical responses.
As part of the survey, we asked shoppers the following three questions:
- In the last year, how many times have you had a poor experience in a store or other type of retail location?
- Which factors contributed to your bad experience?
- When faced with a bad store experience in the past year, what mediums have you used to complain, if any?
Find out the results: