E-commerce or stores, each channel has its followers… but that doesn’t necessarily mean everything is perfect. Retail Tech has sought to find out what bothers consumers in stores and online. The Opinion Way polling firm was asked to conduct the study.
The survey was conducted between November 16 and 17, 2022. For the occasion, a sample of 1003 French people (aged 18 and over) was selected. The panel was interviewed by self-administered online questionnaire.
Complaints in stores….
Opinion Way asked participants to name all the things that cause displeasure in stores.
In order of importance, we find:
• The waiting time at the checkout (46%)
• The absence or error of prices on a product (44%)
• The excessive amount of stock-outs (37%)
• The difficulty in finding a product on the shelves (36%)
• The lack of friendliness of salespeople (31%)
• The untidy shelves (28%)
• The lack of cleanliness of the store (24%)
• The lack of product information (21%)
• The atmosphere of the store (19%)
• The difficulty finding parking (16%)
• The lack of service and advice (14%)
• The appearance of the products (10%)
• The difficulty of the payment process (5%)
… And on the Internet
In the same way, Opnion Way asked the panelists to list what they don’t like when shopping online.
They said they were not satisfied with:
• The amount of shipping costs (54%)
• The delivery time (35%) …
