How Retail & E-Commerce Needs to Manage COVID19, Now.

By 2020-04-07T09:22:53+02:000000005330202004 February 1st, 2022 Allgemein

Cologne, April 7, 2020

The actual study from Success Drivers – a German specialist for AI-powered insights – (supported by Europes leading Online Access Panel BILENDI) uncovers what retailers and online shops should do better right now. The study interviewed 3000 consumers in the USA, UK, and Germany and ask two simple questions. First, how satisfied the consumer is on how his retailer or online shop handles COVID19 and second, “why?”.

A two-stage artificial intelligence surfaces, what would stay hidden otherwise. For instance, is the plexiglass protection of cashiers a highly appreciated measure that is hardly applied by retailers.

Those results are even more surprising as most often mentioned themes are not necessarily the most impactful ones. Here a selection of other insights

  • Online shops are winning when securing supply. Make your efforts on this transparent.
  • The availability of products is a hygiene factor for retailers. Constantly empty shelves are made the customer very unhappy.
  • However “keeping the customer informed” as perception has no impact on satisfaction. Customers are bombarded with COVID19 messaging which mostly feels irrelevant.
  • What instead connect with customers is the human touch. They appreciate if the staff is going the extra mile for them and then feel closer connected to this particular store.
  • Interestingly, is that a few customers are very much worried about the workers of the online shops. Lousy management on this jeopardizes online shops’ reputation. A large part of this is a critique of Amazon.
  • Only 56% of retail customers and 53% of e-commerce customers are satisfied with how companies dealing with the virus.
  • Satisfaction is higher in Germany and the worst in the UK.

More insights are freely accessible in a public dashboard at

The study uses the technology of – a service that exploits two-question customer experience surveys with unstructured customer text feedback. It first understands what has been said and then infers how relevant those themes are to drive outcomes.

Reach out to Frank Buckler for more