The importance of customer experience in retail

The customer experience is the set of emotions, sensations and opinions that a consumer feels when visiting a shop. It is a determining factor in their purchasing decision and their loyalty. According to a PwC study, 73% of consumers say that the customer experience is a decisive criterion in their purchasing decision.

The impact of cleaning on the customer experience

Cleanliness is an essential criterion for consumers. No one wants to buy from a dirty and unkempt shop. Cleanliness is therefore a factor of choice for customers. It gives a positive image of the shop and helps to reassure consumers about the quality of the products.

In addition, hygiene is a major health issue in retail. The risks of spreading viruses and bacteria are high in public places such as shops. Consumers are increasingly sensitive to these public health issues and are therefore attentive to the cleanliness of the surfaces and objects they handle in shops.

Methods for maintaining cleanliness

In order to keep a shop clean, it is necessary to implement effective cleaning methods. First of all, it is important to choose the right cleaning products for each type of surface. For example, windows, floors and wooden surfaces require different products.

Secondly, it is advisable to establish cleaning frequencies according to the use of each space. Toilets and high-traffic areas should be cleaned several times a day, while less frequented areas can be cleaned less frequently.

Finally, certain cleaning tasks should be given priority to ensure an optimal customer experience. Windows, mirrors, doors and door handles should be cleaned regularly to avoid fingerprints and dirt. Floors should be vacuumed and washed daily to avoid dust and debris.


Investing in cleanliness pays off for retailers. In addition to ensuring a positive customer experience, cleanliness helps to improve the shop’s image and reduce health risks. Consumers are increasingly demanding on these issues, so it is essential to consider cleanliness as a key criterion of customer satisfaction.