3,800 mystery shoppers check the hygiene measures in shops nationwide. Making customers feel safe in the shops is becoming an existential issue for retailers.

On the long road to the much-cited "new normal", people are looking for support. We know from our market research that large parts of the population are unsettled. In the resurgent shopping world, however, customers want and need to be able to trust that retailers are doing everything they can to protect them from infection with Covid-19.  

The relaxations are associated with continued pressure on retailers to do everything "right". The horror scenario for chain stores and customers alike: Infection rates like in the gastronomy in Ischgl or Leer. On the one hand, the trade must take responsibility for the health of consumers. On the other hand, it must also show how important this task is to it. Therefore, three main aspects are important for customer centricity in times of crisis.

Three to-dos for the trade in Corona times

1. take people's concerns seriously and address them in communication - whether on a customer-specific basis or with broad impact in advertising campaigns
2. work proactively and selflessly for the best possible health protection for customers and employees
3. improve every day - and react flexibly to the constantly changing framework conditions

The mystery shoppers from Bonsai support retail companies in a wide range of sectors by examining the implementation of hygiene measures or the information provided by sales staff. The Covid 19 mystery checks developed by Bonsai Research are combined in each case with sector- and company-specific questions. Dirk Hamann

The trade magazine planung & analyse reports on the Corona Mystery Checks from Bonsai: LINK