2024 WOW Study on In-Store Customer Experience in Quebec

This report presents the findings of the 2024 WOW Study, which evaluates the in-store customer experience across various retail sectors in Quebec. The study assesses performance indicators related to customer service, product quality, store ambiance, and other dimensions of the shopping experience. A total of 228 retailers from 25 different sectors were evaluated based on feedback from over 14,000 respondents who visited these stores. The methodology involved collecting survey data from visitors to ensure a representative sample. The report details the ranking of retailers according to their WOW Index scores, which reflect their performance on 16 customer experience dimensions. It also highlights key irritants faced by customers during their shopping experiences. Additionally, the report includes a special feature on the impact of inflation and loyalty on in-store appeal, along with insights into customization and artificial intelligence in retail.