Talking Retail Grocery and product news for independent retailers
The Costcutter Supermarkets Group (CSG) survey, designed to understand more about changes in shopper behaviour as a result of the pandemic, heard from more than 1,000 shoppers through the group’s database and outreach on social media.
The research found 79% of respondents said they felt safe shopping in their local Costcutter store, with 90% saying they felt as safe or safer than in supermarkets.
The poll shows that 80% of respondents said that they felt Costcutter retailers had handled the crisis well and 81% said they experienced great customer service with Costcutter.
In addition, 85% of respondents said they were likely to continue shopping at their local Costcutter store, while 94% said they intended to shop the same amount or more at their local Costcutter. More than 70% of respondents said the availability of Co-op own-brand as a major reason for their choice.
Sean Russell, CSG marketing director, said: “The survey showed that customers clearly recognised the extraordinary effort made by Costcutter retailers to keep shoppers safe during the pandemic, but we never take our customer loyalty for granted and through our Shopper First growth programme we continue to help our retailers develop their own local plans to meet shopper demand both now and in the future.
“What shoppers told us loud and clear is that Co-op own-brand products are a major draw – there is great trust in the brand and quality of the products, which is ensuring shoppers keep coming back to Costcutter stores. There was also clear demand for fresh food, vegetarian, vegan and free-from options which will continue to be a major focus for our retailers.”
Russell added: “Our independent store owners have gone to extraordinary lengths to support their local communities during the Covid-19 pandemic and we intend to do everything we can to help them convert new lifeline shoppers, who have discovered them for the first time during the crisis, into regular, lifelong customers. Asking shoppers what works best for them and continuously adapting our offer to meet that demand, will be fundamental to both our and our independent retailers continued growth and success.”
