Many modern day retail brands are no longer just a place for consumers to buy things, they have become ‘shopping destinations’ and ‘ultimate shopping experiences’. Shops are becoming more and more high tech and savvy in their attempt to win customers over, and this is reflected in their online and offline brand presence.
If customers are happy with their experience in store, they leave satisfied and are highly likely to return in future. However, what if this is not the case for some customers?
A recent study conducted in the US found that 99% of customers would not return to a business if there was poor cleanliness and hygiene. 9,004 adults took part in the survey which revealed cleanliness would negatively affect their perception and experience of the retail store.
The study also found that unclean restrooms and unpleasant odours scored higher than customer service as the main reasons for preventing customers returning to the store; followed by dirty floors, spills, stains, unclean surfaces, dirty mirrors and windows.
Another study found that 52% of the participants would completely avoid a retail store if it looked dirty from the outside!