Jan 17, 2019
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In-store atmosphere top of mind for Dutch shoppers, study finds

Jan 17, 2019

Despite the rise of online shopping in the Netherlands, the majority of Dutch consumers still prefer brick-and-mortar to digital.

Inviting store atmospheres result in return visits - Photo: Mood Media

A study commissioned and published on Thursday by Mood Media, a company focused on in-store media solutions for customer experience, shows that 76% of Dutch consumers prefer physical storesto online shops due to the atmosphere a store can offer, citing music, touch and smell as important factors.

According to the study, 51% of Dutch consumers said that music played at a store could improve their mood, which results in longer visits as well as returning visits.

Touch is another factor: 27% of Dutch consumers indicated the ability to touch a product as the most important factor for a pleasant shopping experience, while 64% of Dutch shoppers indicated smell as an inviting aspect.

Sensory experience aside, Dutch consumers also mentioned the ability to directly take an item home and the possibility to try-on clothing as factors to opt for physical shopping versus online shopping, winning over 39% and 30% respectively.

The study "Improving the customer experience: the impact of sensory marketing" was conducted by Walnut Unlimited, an independent market research agency specializing in neuroscience, behavioral psychology and economics, and commissioned by Mood Media. Walnut Unlimited conducted a survey among more than 10,000 consumers in ten countries worldwide, including: Australia, China, France, Germany, Spain, the United Kingdom, the United States and the Benelux.

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