It is a reality that consumers develop a strong affinity for certain brands and supermarkets, either because of an established relationship over the years, a sense of belonging or an excellent experience with the products and services offered. However, everything can change when customers start to move away from their preferred supermarkets.
What are the main causes?
The reason is not always to do with customer service, but with the lack of order, security and efficiency in the supermarket.
- Clutter in the supermarket: organization is essential for an optimal shopping experience. Customers expect to find a well-structured and easy to navigate environment. The use of worn or dilapidated trolleys and lack of organisation in parking areas can create a negative experience, causing customers to look for alternatives.
- Optimal circulation: security is a priority for any supermarket. If you do not provide the perfect area to park shopping trolleys, customers will tend to abandon them anywhere, causing accidents and obstructions in the area.
- Operational efficiency: efficiency in the supermarket is crucial. Well-kept and organised shopping trolleys in a specific area not only improve the durability of the shopping trolleys, but also optimise the shopping experience. Lack of maintenance and care of the trolleys can negatively affect the customer’s perception of the shop.
To prevent consumer abandonment, supermarkets are implementing this solution: trolley shelters in their sales areas. This measure helps to maintain order and ensure quality service for customers by providing better care for the trolleys.
In a competitive market, taking care of every detail can make the difference between gaining or losing the confidence of consumers. Supermarkets that invest in improving their infrastructure and services position themselves as leaders in a sector where loyalty is key.