The Execution Pillar: Elevating Shopper Experiences in 2025
The Execution Pillar is the foundation of a seamless shopping experience. From intuitive navigation to meaningful staff interactions, excellence in execution ensures that shoppers not only find what they need but also enjoy the process.
The 2025 Shopper Satisfaction Report highlights significant progress and ongoing challenges in this pillar, offering retailers actionable insights to refine their in-store experiences and gain a competitive edge.
Key Highlights from the Execution Pillar
Navigation: A Standout Success
Clear navigation continues to shine as a retail strength. In 2024, “Easy to find category in the store” ranked #7 in importance but claimed the #1 spot in satisfaction. Investments in intuitive signage, logical store layouts, and wayfinding tools have paid off, simplifying the shopping process and boosting shopper satisfaction.
Shelf Layout: Sustained Excellence
Effective shelf organization is crucial for creating a smooth and engaging shopping journey. In 2024, shelf layout ranked #5 in importance and #3 in satisfaction, demonstrating that retailers’ efforts in this area are resonating with shoppers. A well-designed layout not only makes products more accessible but also encourages exploration and impulse purchases.
Out-of-Stocks (OOS): A Persistent Challenge
While ranked #9 in importance, out-of-stock (OOS) situations remain a significant pain point for shoppers. Limited progress in this area highlights the need for retailers to prioritize inventory management. Addressing stockouts through predictive inventory planning and supply chain optimization is critical to reducing shopper frustration and preventing lost sales.
Enjoyment and Staff Interactions: Untapped Potential
Attributes like “Enjoyable and/or interesting to shop” and “Has knowledgeable and helpful sales clerks/staff” are underperforming, despite their potential to enhance the shopping experience. Minimal gains in these areas underscore the need for investment in staff training and creating engaging store environments that foster positive shopper interactions.
Actionable Strategies for Retailers
To thrive in the Execution Pillar, retailers should focus on:
- Enhancing Navigation Tools
Invest in intuitive signage, aisle clarity, and digital wayfinding to simplify the shopping journey. - Optimizing Shelf Layouts
Streamline product organization to improve accessibility and encourage discovery and impulse purchases. - Strengthening Supply Chains
Leverage robust inventory planning and supply chain practices to minimize stockouts and meet shopper expectations. - Creating Engaging Environments
Train staff to deliver exceptional service and foster a welcoming, engaging atmosphere that keeps shoppers coming back.
In today’s competitive retail landscape, the Execution Pillar offers an opportunity for meaningful differentiation. By addressing key areas like navigation, layout, and staff interactions, retailers can transform their stores into destinations that provide not only products but also enjoyable and memorable shopping experiences.