During this COVID-19 crisis, stores that provide goods and services must make changes to their practices to ensure the health and safety of their customers and employees: hand washing, controlling the number of customers in the store, social distancing, measures to protect employees and customers, product safety, and so on.
Although the objective is to ensure the health and safety of customers and employees, in some cases, these changes can have an impact on shopping ambience, enjoyment and service. Some stores have been very successful in integrating these measures to make customers’ shopping experiences pleasant, even fun.
In this report, we present the top 10 businesses that have best integrated health and safety measures into their customer journey in Quebec, the stages of the customer journey where businesses have stood out the most in the eyes of consumers, and several examples of small businesses that have been able to adjust quickly and make their mark in the minds of their customers.
Download the full report at the bottom of this article.
|METHOD||A web survey was conducted among Quebecers.|
|RESPONDENTS||Representative sample of 1,006 English-speaking and French-speaking Quebecers aged 18 and over.|
|WHEN?||The data were collected from May 30 – May 31, 2020.|
|WEIGHTING||The results were weighted by age, gender, region, education, and presence of children under the age of 18 in the household to ensure a representative sample of the Quebec population.|