Find out what you should take into account if you want your establishment to continue attracting customers
The coronavirus pandemic has made us think about the importance of collective health. In this scenario, we are all doing everything we can to preserve lives and stories.
Following the World Health Organization's guidelines regarding social isolation and hygiene and asepsis measures is the responsibility and obligation of all companies. This is even more important for those who work in retail.
Have you ever stopped to think about what your customers are thinking about the Covid-19 prevention measures that have been adopted by your supermarket? Check out the information below to get more concrete answers on this.
It's time to reinforce hygiene and protection measures for employees and customers
If you asked people, before the pandemic, what would make them choose supermarket x and not y, it is very likely that the answers would be more affordable prices, the presence of parking, a variety of products, among others.
But reality has changed. In this context of collective health prevention, hygiene and protection measures are decisive factors. To find out what customers are thinking about this, SAX | Conta Pra Gente conducted a survey.
The survey was conducted with 1,757 people, online, on June 4, 2020. All respondents made some in-person purchase at Markets, Supermarkets, Hypermarkets and Wholesalers in the last 30 days.
To help you understand the results of this assessment, we have selected the 5 main categories: frequency of purchases, choice of establishment, choice of products, cleanliness, personal hygiene and protection of customers and employees. Check them out:
Frequency of purchases: The survey revealed that the majority of respondents (77%) reported a change in their shopping frequency. Of this amount, 81% of the survey participants stated that they are going to the supermarket less often compared to the period before the pandemic.
The same goes for the time spent inside the supermarket. In this case, 52% of people said they are taking less time to pick up products and make payment at the checkout.
Shopping location: Customers are preferring to do their shopping in supermarkets and neighborhood markets.
The data revealed that 78% of people are concentrating their shopping in fewer places.
Product selection: In this regard, 61% of people said they go to the supermarket with a ready-made shopping list. The goal is to stay focused on the products previously planned.
Hygiene measures: The presence of alcohol gel and proper sanitization of environments and products also draw attention from customers. Among the places frequented by respondents in the last 30 days, 76% of respondents said they noticed the presence of alcohol gel available at the entrance of stores and in the aisles.
The percentage decreases in relation to the observation regarding the sanitization of the carts (59%) and marking of distance in queues (56%). In relation to the acrylic division in the cashier space, 53% of the respondents mentioned having noticed the adoption of the acrylic division in the cashier space.
Protection of employees and customers: Only 73% of the respondents observed employees wearing masks. For a pandemic context, this data is not positive. Concern is even greater regarding the use of masks (it was perceived by 69% of the respondents).
Limiting the maximum number of customers in the store was identified by 39% of the interviewees. Finally, only 32% reported having observed employees taking customers' temperatures before entering the store.
Why is this data important?
To conclude the information about the survey, it is important to mention that 36% of the respondents said they had stopped shopping at a certain store for hygiene reasons.
Furthermore, the negligence towards the health of employees and customers is a factor that also led to this decision. In this article, we share a small portion of the data that was obtained during the analysis.
The trend is for the level of demands to increase even further. Therefore, we have reformulated the question we asked at the beginning: is your supermarket prepared to serve these new customers?
We invite you to reflect on each item shared here and, from now on, rethink your supermarket's strategies and processes. Count on SAX to get other complete answers.
Check out the comprehensive research on how customers are evaluating your business during the pandemic and understand how your strategies are for this new normal