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6 Dec 2023

Bristol and Cirencester-based bespoke fine jewellery retailer Titcombe Bespoke Jewellery, a member of the National Association of Jewellers, has received one of its most unusual commissions...

6 Dec 2023

Reynolds’ Butchers in Parbold, near Wigan, have set up a scheme called Mary’s Mince to help people living in the village.

5 Dec 2023

Research commissioned by American Express Shop Small reveals the top 10 high streets for independent shops in the UK, shining a light on the nation’s small businesses that play...

5 Dec 2023

A new campaign is calling on police & crime commissioners to tackle crime on a local level, as theft against convenience retailers reaches record highs.

4 Dec 2023

Recent data from VistaPrint, reported by London Loves Business, has revealed that 70% of London small businesses generate up to a substantial 86% of their annual revenue...

23 Nov 2023

Retail sector leaders have expressed a range of concerns, from taxation to business rates, following the Chancellor’s Autumn Statement this week.

22 Nov 2023

Six independent bookshops from around the UK have been named as the winners of the inaugural Booker Prize Indie Bookshop Spotlight, a competition in which independent bookshops and booksellers...

21 Nov 2023

The National Federation of Subpostmasters has received a response from new Conservative party chairman Richard Holden MP regarding the petition to keep DVLA services in post offices.
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21 Nov 2023

The British Business Bank has launched a new guide aimed at smaller businesses to help them understand how different financial products can support them at all stages of their development.

21 Nov 2023

Independent retailers across the UK are set to defy the Black Friday sales frenzy for the third year running, according to a survey conducted by Bira, the British Independent Retailers...

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How consumer behaviour has changed among the British public in the face of COVID-19

Posted on in Business News , Cycles News

Survey iconRecent research undertaken by the Institute of Customer Service provides evidence that the British public now place higher value on customer service that they did before COVID-19.

The poll showed that two thirds (65%) appreciate employees in customer service facing roles more than they did before the pandemic. Interestingly, the poll also revealed that customers are also displaying strong demand for organisations to do the right thing by their teams during this time. Protecting employees (65.2%) and prioritising vulnerable customers (63.3%) are seen as the two most important areas businesses should be focusing on, with helping customers in financial difficulty also in the top five (47%).

Research undertaken by YouGov showed that even when businesses reopen, people will still feel uncomfortable visiting most retail sectors:
 
Retail reopening poll
 

According to Retail Times, the extent of the restrictions surrounding COVID-19 mean that it is not just front-line retail workers that need to focus on the customer experience. Businesses across all sectors are being forced to look for new ways to engage and support their clients and customers in the absence of normal activity.

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