Retailers ‘must do more’ to convince shoppers they’re protected in-store

The survey, ‘Consumer Attitudes to In-Store Safety During the Covid-19 Pandemic’ – commissioned by global retail solutions provider Cennox, found baskets and trolleys are considered by shoppers to be the most high-risk area of the store for the spread of infection, followed by payment terminals, in the aisles, and the storefront.

The data shows that just 38% of customers trust check-out staff to correctly disinfect payment terminals after every use. To solve this, the majority of shoppers (53%) believe the responsibility of disinfecting payment terminals should be taken away from shop assistants and they expect to see technology solutions put in place.

There are concerns that more robust cleaning methods might impact on shopper experience. However, the study found the vast majority of shoppers polled (89%) are willing to accept a delay of 30 seconds at the checkout if it meant a thorough clean between each transaction.

Nick Cockett, Cennox’s chief operating officer, said: “While mandatory face masks might have received a mix reaction, the results show us that customers are concerned about many parts of the shopping experience and retailers must do more to alleviate anxieties.

“With shopper wellbeing now top of the agenda, we hope that this latest measure doesn’t ‘mask’ the issue and that retailers continue to take a more in-depth review of their stores and how to keep customers safe.”

Cockett added: “Far from punishing retailers that make even small changes to the in-store experience, our research shows that shoppers value safety over speed.

“Retail staff are among the biggest heroes of the pandemic and they must be given all the help they can to keep shoppers safe.”