UK consumers are more disloyal than ever, with 22 per cent saying they are dissatisfied with the store they shop most at and would prefer to shop somewhere else.
According to Verdict, 10.8 million people are disloyal to the stores they use. The report said that, while the credit crunch has led to customers shopping around for bargains, there has also been an increase in choice, with the proliferation of new, often international retailers, on the scene.
“In the present environment, it’s critical for retailers to hang on to every customer they’ve got, no one can afford to lose business,” said Verdict consulting director Neil Saunders. “Such a low rate of loyalty demonstrates the extent to which people are shopping around and are increasingly willing to punish retailers that don’t meet their expectations.”
Food is a particularly fierce battleground, with almost one third of shoppers saying that if they were able, they would shop somewhere other than their present main grocery store. Discounters such as Aldi and Lidl have been cashing in on disloyalty among chains and growing their customer numbers.
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