Call for retailers to consumers: 'Respect the rules and each other in the store'
THE HAGUE, June 23, 2020 - Consumers find it difficult in the store to adhere to the rules that prevent the spread of the Corona virus. More and more discussions are taking place between customers and store employees. “We therefore call on consumers to respect the rules and each other and also to comply with the rules in the store. We see that retailers are more confronted with customers who ignore the 1.5 meter distance and, for example, come into the store with an entire family. Fortunately, the number of physical aggression incidents is low. At some stores there is sometimes only one cash register open and only a limited number of people are allowed to enter the store. That sometimes means waiting. We also ask for patience, everyone is welcome. We really have to do this together ”, says Bert van Steeg, deputy director of Detailhandel Nederland.
The results of a survey of 332 retailers by Detailhandel Nederland showed that they find it difficult that customers do not comply with the rules. Strong exchanges often concern the 1.5 meter distance, walking routes (entrance and exit), entering the store with several people, walking away annoyed because it takes too long to pay. Customers who get angry with each other also occur regularly. Bert van Steeg: “The shopkeeper attaches great importance to hospitality. To increasingly act as a kind of police officer does not fit in with this and detracts from the atmosphere that is being tried to create. ”
Responsible Shopping Protocol
Retailers are satisfied with the Responsible Shopping protocol introduced at the end of March. It states, for example, that everyone must be able to keep 1.5 meters apart in the store and that the guideline for the number of customers is a maximum of 1 customer per 10 square meters of retail floor space. “These are well implemented. Much has been invested in meeting these rules. Retailers believe it is important to stick to current measures to prevent the spread of the virus. It is about the health of employees, but also of consumers themselves. Keeping it is the motto. Of course we are happy that shopping is possible, but fun shopping is really not yet an issue. We want people with a safe and pleasant feeling to be able to shop, ”says Bert van Steeg.
Retailers are generally satisfied with the cooperation with enforcement and the municipality (seven out of ten retailers). Retailers who were visited by enforcement mainly checked the number of customers in the store and the 1.5 meter distance. No fines were given to respondents.
Photo: Amsterdam, 2018, by Dimhou
Survey results
The survey was conducted by Detailhandel Nederland and was completed by 332 retailers. Respondents included butchers, fruit and vegetable specialists, tobacco and convenience stores, and florists. The survey was completed between 15 and 19 June.
Do you know the responsible shopping protocol?
- Yes 99%
- No 1%
Are the measures in the protocol workable?
- Yes 80%
- No 20%
Do you use an additional protocol, for example that has been drawn up by your trade association?
- Yes 30%
- No 70%
Have you relaxed your policy recently? For example, that customers' own responsibility is emphasized more?
- Yes 25%
- No 75%
Should the responsible shopping protocol be amended?
- Yes 30%
- No 70%
Do you see an increase in aggression as a result of applying the protocols?
- Yes 13%
- No more aggression, more discussion 56%
- No 31%
Where is your store located?
- Main shopping street 15%
- Center city / shopping center 20%
- Peripheral street / village 41%
- Other 24%
What is the busy image in your shopping street?
- Much less crowded than for corona 9%
- Slowly busier, not yet at level 37%
- Almost as busy as for corona 54%
Do you see risks that it is getting too busy, now that the catering industry has reopened?
- Yes, 14% gets too busy
- No, the number of visits is still too low 28%
- No, good measures have been taken
- to manage crowds 58%
Are you familiar with the 'guide to responsible shopping areas' guide?
- Yes 51%
- No 49%
Are there explicit rules as a result of corona outside your store (in the shopping area where your store is located)?
- Yes 21%
- No 74%
- Don't know 5%
How do you assess the cooperation with enforcement and the municipality?
- Good 29%
- Sufficient 43%
- Poor 19%
- Bad 9%
Have you been checked for compliance with the protocol?
- Yes 27%
- No 73%
Have you received a fine?
- No 100%
- Yes 0%
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