Hangzhou Department Store Survey Shows That Service Attitude Is Most Concerned By Consumers.

Recently, Hangzhou department store recently conducted a survey of consumer satisfaction. The survey shows that in the eyes of many consumers, service attitude is most important.

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In particular, especially in the supremacy of customer experience today, good service is particularly important. In order to highlight the differentiation advantage of shopping centers, businesses have to increase their horsepower, start with "vision + feeling", and pay attention to details and improve service quality according to consumer demand.

However, most shopping malls still can not satisfy customers. At this time, we must not "rush to the doctor" but "suit the remedy to the case".

"Staff attitude is most important in shopping malls.

A few days ago, according to the data of Zhejiang Zhejiang network, the top three shopping malls in Hangzhou were the Mixc, Hangzhou Tower and Yintai City West, Xixi impression city (West Yintai City, Xixi impression city third), Wulin Yintai, Hubin Yintai, Yong Wang Meng Le City and fourth, Zhongtai Yintai city is located at fifth.

Statistics show that the Mixc, Hangzhou, is located in Qianjiang New Town, covering an area of 150 mu, with a total construction area of 800 thousand square meters (including underground). With Shopping Mall as the core, as the representative of high-end shopping centers, the Mixc's format is composed of 40% retail, 20% Entertainment, 20% catering, 20% matching, mainly based on young customers. Hangzhou Tower is located in Wulin Plaza, which is a landmark building in Wuhan city commercial area, with a total construction area of nearly 140 thousand square meters.

12 years ago, the Hangzhou Tower introduced the first LV in Hangzhou at a high cost, and opened a 300 square meter store. It did not expect a big shot to bring the international top brands into place, making the Hangzhou Tower become the fashion benchmark of Hangzhou.

Later, he adjusted the brand structure many times, and successfully pformed into a shopping center, which made his performance soar and even continued to win the national department store single store sales for several consecutive years.

Yintai City West is located in Gongshu District, Hangzhou, with a total construction area of about 400 thousand square meters. The shopping center adopts two parts of inner street and outer street. It combines the original design and the line layout. It introduces a variety of formats to a total of 200 famous brands. Besides the main shops with rich formats, the integration of international cuisine and experiential service items is also one of the highlights of Yintai city.

Impression city, Xixi

Yuhang District, with a total construction area of 210 thousand square meters, Xixi impression city will position itself in the leisure, fashion and trend of high-end high-end family oriented shopping centers, and advocate an international new consumption experience. Total sales in 2015 increased by 30% over the same period last year.

In 2016, Zhejiang regional branch of India Power Group will focus on adjusting the first floor of Xixi impression city phase 1 project, introducing boy, silk and other brands.

At the same time, the first phase and the two phase will be closely linked to create the first large volume international shopping mall in Hangzhou.

In addition to their excellent geographical location and clear positioning, these shopping arcade have used a variety of activities and services to make a group of "loyalty powder" for themselves.

Of course, if your shopping malls are superior in location, quality and service, they still can't attract the attention of consumers. At this point, you have to reflect. Do you really understand the needs of consumers?

According to the polls, customers' attitude is most important in the service provided by the mall, followed by the convenience of parking and the adequacy of the rest area in the shopping mall.

In addition, whether the convenience of WIFI in the shopping mall, the parking fee is reasonable, and whether there is recharging treasure on the information desk is also a key factor for customer satisfaction.

In terms of hardware facilities (toilets, air conditioners, elevators, etc.), customers are most satisfied with the Mixc, Hangzhou Tower, and Yintai city. 41% of consumers said they had encountered elevator failures in the shopping mall. 34.75% of consumers thought that the air conditioning in the shopping mall was overheated. 5.67% of consumers thought that the air-conditioner was too cold, 59.58% of the consumers chose the suitable temperature. Another consumer's concern was the bathroom problem. The vote showed that toilet paper supply, squatting position and toilet odor were the most concerned problems for consumers. Besides, the problems such as incomplete maternal and child equipment, inadequate washing liquid and frequent bad toilet doors were also noted.

These trivial details are exactly what consumers are most concerned about. Therefore, a comfortable and safe shopping environment must be paid enough attention to by shopping malls.

More than half of the netizens went shopping to the mall, half of whom had been with Chen Hezhao.

According to the survey, consumers enter the shopping mall mainly for eating and shopping, and some consumers choose to watch movies, take walks and children's amusements and KTV. Therefore, it is particularly important to set up adequate rest areas.

In the survey, 16.31% of consumers said that there were disputes in the consumption of food and entertainment in the shopping mall, and 16.31% of them said that the dispute was resolved. Hubin Yintai, the Mixc and Hangzhou Tower were the most satisfying consumers.

Mei Chen design is not only a magic weapon to attract customers, but also a powerful means to increase customer experience.

As a new type of creative industry, art display has been seen in people's perspective with a force that can not be ignored. Chen Ye, a commercial beauty, has become a familiar vocabulary in shopping centers, department stores, commercial streets and urban complexes.

According to the survey, 80.14% of consumers think that the visual experience of Midea Chen will affect their shopping desire, and 53.19% of consumers will take photos with Mei Chen. In terms of Mei Chen in Hangzhou's shopping malls, consumers like the Mixc, Hangzhou Tower and Xixi impression city most.

"Consumers say that shopping malls sell more water.

Another way to expand sales in shopping malls is to carry out promotional activities. But does your sales promotion really buy customers? The survey shows that only 39.01% of people choose to buy goods during the promotion of shopping malls, 89.36% of them think that there are water points in promotional activities of shopping malls. In comparison with the promotion efforts and quality of Hangzhou shopping malls, Wulin Yintai has a leading edge over 40%, followed by the Mixc and Hangzhou Tower.

Data show that the Hangzhou complex will usher in a blowout in 2016, and there will be 100 in Hangzhou by 2016.

Complex, and in the next five years, there will be a concentrated explosion of "Metro + Commercial Complex".

With more and more complex enterprises in Hangzhou, the issue of brand homogenization will become more serious. If we want to "stand out" in many complex, shopping centers (shopping malls) must understand the needs of customers. Only by starting from the details to solve the problems raised by customers can we continue to "circle the powder".