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23 Oct 2023

Family-run Bristol sandwich shop Sandwich Sandwich has been named best in the UK at the UberEats awards.

23 Oct 2023

Convenience stores are set to be part of a testing programme for the UK’s first digital proof of age card.

23 Oct 2023

“Game-changing” facial recognition technology is targeting prolific retail criminals, including shoplifters.

10 Oct 2023

British Independent Retail Association (Bira) acknowledges the Government's investment in towns across the UK.
 

9 Oct 2023

Policing minister Chris Philp has encouraged shop workers to make ‘citizen’s arrests’ on shoplifters, a message branded as ‘dangerous and irresponsible’  by...

9 Oct 2023

A group of independent traders in Budleigh Salterton have started a campaign to attract more shoppers.

9 Oct 2023

New research from Square and Clearpay indicates consumer confidence is rising, with 72% of consumers planning to spend more or the same this coming holiday season compared to last year,...

9 Oct 2023

Miriam Margolyes, Richard Armitage and Tomi Oyemakinde will be among the authors headlining events at this year’s Bookshop Day taking place this Saturday 14th October.

4 Oct 2023

Shop owners have called on the Home Secretary to specifically outlaw attacks on retail workers.

4 Oct 2023

From the start of October, bans and restrictions on single-use plastic cutlery, polystyrene cups and food containers, single-use balloon sticks and certain types of polystyrene cups and...

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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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