Encouraging customers to return to pet stores post-pandemic

From movement restrictions to safety fears – the pandemic has reduced visitor numbers to physical pet stores. Recent research suggests appointment scheduling could get customers back.

E-commerce explosion

We have all witnessed Amazon’s growth during the pandemic, but e-commerce sales have boomed across the board. In the May 2021 edition of Pets International, Jodi Watson’s article stated that total internet penetration for the US pet sector is currently 22-25%, while Nandini Roy Choudhury noted that e-commerce accounted for 17% of revenue in the global pet care market in 2020.

Despite evident growth, the vast majority of sales remain offline. With an increase in pet purchases last year likely to further drive demand for the wider pet retail markets like grooming products, pet care and supplements, retailers should be looking at ways to encourage customers to return in-store as part of an omnichannel sales strategy.

End of the line for queuing

In a Qudini survey, a quarter of US consumers (24%) stated that having to queue inside and outside stores was a key reason for avoiding them during the pandemic, but this issue was prevalent pre-2020. Three-quarters (74%) of shoppers in the survey said they had walked out of pet stores due to waiting prior to Covid-19: 20% did so often, 31% sometimes and 23% rarely.

Wait times

On wait times: 59% of pet store customers are prepared to wait for ten minutes, 16% between eight and ten minutes, 20% between three and seven minutes and 23% up to three minutes. So even short wait times can potentially lead to lost revenues.

Appeal of appointments to customers

In Qudini’s May 2021 survey, 77% of pet retail customers said they would like to be able to make appointments, with reserving a slot for in-store services (40%), booking appointments to visit stores (29%) and scheduling virtual appointments (29%) the most popular.

In the Covid era, it is no surprise to see a third (32%) of consumers wanting appointments for safety reasons, but they are almost equally as interested in saving time (29%) and being able to plan their day better (24%). This suggests the appeal of appointments will outlast the pandemic.

Appeal of queuing systems to customers

A quarter (27%) of pet retail customers want to be able to collect online orders from storefronts, using a virtual queuing system that allows them to check in from their phone so that their order is brought out to them. Another 20% want to use virtual queuing systems to receive service within pet retail stores. That means checking in via a QR code, a kiosk or a host with a tablet, and receiving verbal and phone updates while they wait.

Appeal of retail choreography to pet stores

While customers reap the safety and efficiency benefits of personalisation, pet retailers can improve brand loyalty, advocacy and profitability. Across all retail, Qudini found that 93% of customers that have used an appointment service in the last year said it had at least one positive impact on them:

A third (33%) said the appointment service made them more likely to engage with the retailer in the first place.
A quarter (24%) said it drove them to buy something from the retailer.
Almost a third (29%) said it made them more likely to return to the retailer in the future.
One in five (21%) said it drove them to tell their friends about the retailer.
A quarter (25%) said it drove them to choose the brand over its competitors.

Similar results were found for customers using virtual queuing systems within stores. These insights show that pet store retailers have much to gain by using retail choreography solutions to manage lines, offering in-store and virtual appointments, and providing contactless pick-up services.

Research