Retail Industry

The customers who leave without buying have the most valuable opinions.

Transaction data tells you what sold. Intercept surveys tell you why people didn't buy. By capturing real-time feedback from shoppers as they exit your store — buyers and browsers alike — you get the insight that no POS system or loyalty programme can deliver.

Consult

01The Challenge

You know your conversion rate. You know your basket size. But you don't know why a shopper walked in, browsed for ten minutes, and left empty-handed. That's where the real opportunity lives.

You're missing the browsers.

Your CRM captures buyers. Your loyalty programme tracks repeat customers. But the shoppers who left without purchasing — the ones who represent your biggest conversion opportunity — are invisible to every system you have.

Online reviews don't reflect the in-store reality.

A 4.2-star Google rating tells you almost nothing about what's happening inside your stores. It doesn't differentiate between locations, doesn't capture non-buyers, and doesn't give you actionable operational detail.

Headquarters is making decisions with incomplete data.

Merchandising changes, layout redesigns, and staffing decisions are being made based on sales data alone. Without understanding the shopper's perspective, you're optimising outputs without understanding inputs.

02The Cost of Inaction

Every shopper who walks out without buying is a missed conversion. Every satisfied customer who doesn't return is a loyalty failure. Without structured, in-the-moment feedback, you're investing in changes that may not address the real friction points.

78%

of customers have backed out of a purchase due to poor experience

70%

higher conversion in-store vs. online — when the experience is right

intercept responses a single fieldworker can capture per day

96%

of customers say service quality drives their brand loyalty

03The Solution

Design

Co-create a targeted survey covering drivers to visit, product discovery, staff interaction, purchase decision factors, and barriers to conversion.

Deploy

Station trained fieldworkers at store exits during peak traffic, capturing feedback from both buyers and non-buyers via tablet.

Analyse

Compare results across locations, dayparts, and customer segments to identify conversion drivers and friction points.

Act

Deliver location-specific insight reports connecting shopper sentiment to merchandising, staffing, and service improvement priorities.

20+

Retail Brands Surveyed

40K+

Shopper Intercepts Completed

94%

Average Completion Rate

Request your custom survey design.

Tell us about your store network and conversion priorities and we'll design an intercept programme that captures the shopper insights you're missing.

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