Lifting the lid on mental health in the logistics sector
Mental health and wellbeing has been high on the agenda for businesses around the world
Half of Brits shop for experience, not purchase, finds PPL PRS survey
Supermarkets lead the charge for customer experience while toy and furniture stores trail behind
Online vs In-person
Nearly half of Brits (46%) get more of a mood boost from the experience of shopping itself rather than the products they buy, according to our new survey.*
The survey of 2,000 Brits found that the in-person retail industry shows no signs of disappearing, as just 1% of respondents claimed to shop purely online.
For that minority, it’s the crowds (48%) deterring them from hitting the high street, with online shopping winning thanks to having better deals (37%) and its convenience (33%).
But when it comes to the majority, the benefits to shopping in-store are multi-faceted; being able to try before you buy (59%), visiting multiple shops in one trip (52%) and even having an excuse to get out of the house (39%) are most enticing. Respondents also cited perks including being able to people-watch, supporting local businesses and not having to wait for a delivery.
Shop smarter, not harder
So, how can retailers create the perfect atmosphere in-store to deliver on customer experience and keep shoppers loyal? According to the research, promotions (58%) are still key, but equally important is friendly staff (57%), while good music playing defines the experience for a further quarter (23%).
When asked how music amplifies the shopping experience, more than a third (37%) say it’s important. Just one in ten (10%) prefer a silent shop.
When it comes to genre, retailers should opt for shoppers’ favourite genres – pop (36%), classical (17%) or RnB (16%) – but veer away from heavy metal, house and world music, which were the least preferential to those surveyed.
The Customer Experience
Our expert, music therapist Marianne Rizkallah explains:
Music has mood-enhancing powers. When customers enter an environment that’s sound-tracked by a catchy beat or familiar tune, they may feel happier. If we feel good, we’re more inclined to treat ourselves. ”Marianne Rizkallah
“Pop is recurringly popular across sectors, perhaps due to the upbeat tempo and memorable lyrics that characterise this genre. Plus, pop has evolved greatly over the decades; it draws on influences from other genres so is more diverse than ever, driving mass appeal.”
If you’re a retailer looking for inspiration as to how to nail customer experience in store, look to the grocery sector for inspiration – its stores were ranked best for customer experience by shoppers (23%). According to those surveyed, the worst stores for customer experience were toy stores (2%), furniture (3%) and home stores (3%).
Expert advice
Customer experience pro Donna Gutteridge, Culture & Service Lead at Oliver Bonas, explains:
We’re creatures of habit, so the high street is here to stay – but customer experience will become more crucial than ever before. As shoppers are seeing it as an excuse to get out of the house, it’s down to retailers to make the journey worth making. ”Donna Gutteridge, Culture & Service Lead at Oliver Bonas
“Experience within a retail venue is driven by our senses, so think about how they can be stimulated. Music gives us a soundtrack to shop along to, but the results show that touch is equally important. Food retailers could think about samples to please our tastebuds, or homeware stores could demonstrate their candle fragrances to keep our sense of smell stimulated.”
References:
* A survey commissioned by PPL PRS of 2,000 people in the UK in May 2025.
Author
Marianne Rizkallah
Marianne Rizkallah is PPL PRS’ Music Therapist Expert. She offers expertise on how music therapy affects the brain (specifically how listening to music affects mental wellbeing, both at home and work - from improving mood and motivation, to building relationships).
Marianne praises music for avoiding or alleviating symptoms of more serious mental health conditions like stress and anxiety. She is the Director of North London Music Therapy and Music Therapy Outreach and Enterprise Tutor for the Guildhall School of Music and Drama. An experienced music therapist, Marianne has worked with people of all ages, with clinical groups supporting psychosis, dementia, autism and more, and for the NHS, the education sector, the third sector and in private practice.
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