People also appreciate physical stores and services during the COVID-19 pandemic – daily consumer goods trade has the best service experience
The year of the COVID-19 pandemic was challenging for consumer services and medical centres had the greatest increase in customer satisfaction. Satisfaction improved the most in the Alepa chain and is the highest with customers of Dressmann. Service experience has a considerable impact on customer satisfaction, and daily consumer goods trade has the best service experience. Finnish Commerce Federation’s Chief Economist, Jaana Kurjenoja finds that physical stores can use location, selection and customer service to compete with online buying.