為了滿足消費者的期望，益普索的消費者健康和安全指數(Ipsos’ Consumer Health and Safety Index)透過問卷和神秘客訪查來調查25個顧客健康與安全指數的衡量指標。這些指標包括環境的乾淨程度、是否配戴口罩及手套、是否提供乾洗手和提醒顧客保持社交距離。
但零售業者仍保有一絲希望 - 消費者購物的次數變多了，主要去民生必需品的商店如超市或大賣場進行採買。
Ipsos’ Consumer Health and Safety Index measures a brands performance on 25 health and safety measures against consumer expectations through surveys and mystery shops. These include cleanliness, use of masks and gloves, presence of sanitizer, and distancing measures.
Over the first two waves of the Index, health and safety measures were four times more important to shoppers than customer service in stores. Six in ten Americans said they would stop shopping at a store that does not take health and safety seriously. By not embracing these practices, retailers face significant risk of customer defection.
There are silver linings, though. Shoppers are making more trips, mainly at “essential” retailers like grocery and big box stores.