Industry News Research

Consumers feeling more optimistic and returning to experiences and shopping in person

Scentre Group has released a series of insights from its Westfield iQ customer research platform exploring customer sentiment and what people are most looking forward to as they safely resume day-to-day activities and in-person experiences.

Australian and New Zealand consumers are feeling more optimistic and have an appetite to safely return to activities, experiences and shopping in person. Customer visitation has steadily increased across all Westfield Living Centres throughout May, co-inciding with more retailers re-opening stores and government restrictions gradually easing.

Approximately 80% of stores are open across Australian Westfield Living Centres and 93% of stores are open across New Zealand Westfield Living Centres.

According to Scentre Group’s Director of Customer Experience, Phil McAveety: “Our latest customer research supports what we have witnessed in our centres over the past three weekends in May – more customers feel more confident to visit their local Westfield Living Centre, plus they have more reasons to visit with a diverse range of retailers re-opening. Customers have told us they feel reassured by the visible and practical safety measures in place at our centres.”

Customer visitation at the week ending 24 May 2020 has returned to 80% of what it had been in May the year prior.

Consumer sentiment from Westfield customers through the Westfield iQ research platform is encouraging, with customers feeling reassured by the overt and practical safety and hygiene measures in centres, which includes signage, public announcements, availability of hand sanitiser and more frequent cleaning in-centre.

“Unsurprisingly, when asked to nominate the top three things they want to do when more restrictions ease, customers have told us it is going out for a meal, spending time with loved ones and going out shopping. Top three purchases customers want to make in person are winter fashion, homewares and shoes.

Customers know physical distancing will be with us for some time. They are prepared to queue and adjust as the economic recovery starts to take place because they value the convenience and interaction of an in-store experience at their local Westfield Living Centre.” said McAveety.

About the author

Shopping Centre News

Shopping Centre News (SCN) is in the ‘information business’, and is perceived as such by its readers. Daily industry news makes a must-visit as part of the morning routine for those who want to keep right across the latest retail developments and events, while SCN's premium magazine is the leading publication for the shopping centre industry in Australia and New Zealand.

Known as the ‘industry bible’ SCN is printed five times a year with fascinating, in-depth features and important critical analysis written by known industry insiders as well as the popular ‘Guns’ reports, which ranks Australian shopping centre performances. Shopping Centre News is the only publication in the world that features centre statistics on Turnover, Turnover per square metre and Specialty Shop turnover per square metre for every major centre in Australia.

Add Comment

Click here to post a comment