Why and how shoppers select stores

Luminoso partnered with a survey provider to uncover insights about why shoppers choose the retailers they do by sending them in-the-moment mobile surveys. We analyzed almost 14,000 open-ended responses from consumers regarding over 50 different retailers to determine what attracts them to a certain store and what drives consumer sentiment.

In this case study, we reveal the key takeaways from this study, including:

  • The top reasons why consumers decide to purchase from one retailer over another
  • The impact‚ or lack thereof, of customer service and coupons on customer satisfaction
  • Which big box retailers outperformed the competition in terms of convenience, price, and customer service