Poll: Retailers Risk Losing Customers if Shelves Aren’t Fully Stocked

Nov. 21, 2011 - PRLog -- Nearly 70 percent of U.S. adults would avoid shopping at a retail store if they encountered out of stocks, according to a nationwide survey commissioned by Galleria Retail Technology Solutions, the leading provider of retail and category optimization solutions.

The study, conducted by telephone by Harris Interactive on behalf of Galleria between Nov. 3 and Nov. 6 2011, surveyed a random sample of 1,021 U.S. adults regarding retail store loyalty.  The survey also found that women are more likely than men to avoid shopping at a particular retail store if they encounter empty shelves during their visit.
“As we approach Black Friday and the holiday shopping season, retailers need to note that making sure their shelves are fully stocked is critical when it comes to retaining loyal customers,” said Bryan Eckhoff, Executive Vice President of Sales and Account Management for North America, Galleria.  "The cost of empty shelves can be extremely high.  Out-of-stocks can force consumers to migrate from a particular store, risking the loss of the value of an entire shopper’s basket, not just one product. Consistent out-of-stocks may force the permanent loss of that customer.”

Key survey findings include:
- More than two out of three (68 percent) U.S. adults would avoid shopping at a particular retail store if they encountered empty shelves

- Women are more likely than men to say empty shelves would cause them to avoid shopping at a given store (73 percent versus 62 percent respectively)

- Nearly two out of three U.S. adults would shun a retail store due to:
    - Long check-out lines (64 percent)
    - Desired items out of stock (63 percent)
    - Difficulty finding desired items (62 percent)

“Statistics have shown that it costs five times more to obtain a new customer than to retain an existing customer,” Eckhoff said.  “In the current U.S. economic climate when consumers are more cost conscious than ever, retailers should make every effort to ensure they have the right products, in the right place at the right time to keep their customers happy…and coming back.”

Galleria’s suite of retail optimization software can be utilized by retailers to determine the correct products and quantity of those products to stock in store based on actual consumer demand. This approach minimizes the chances of an item being out of stock, increasing customer satisfaction and loyalty. The retailer benefits from this with increased sales, minimizing unnecessary inventory and reducing wastage.
This survey was conducted by phone within the United States by Harris Interactive on behalf of Galleria from November 3 through November 6, 2011 among 1,021 adults ages 18 and older. Results were weighted to reflect the U.S. adult population. For complete survey methodology, including weighting variables and subgroup sample sizes, please contact Matt Serra at mserra@mulberrymc.com.

For more information about Galleria, please visit http://www.galleria-rts.com.

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Galleria designs, develops and delivers automated Retail and Category Optimization software solutions and consultancy services for some of the worlds best known retailers including Walmart, Tesco, Giant Eagle, Safeway, NISA and more.