Member Since: 25th May 2022
Managing Director Ireland CP2 Experience
1st Jul 2022
Neil, Whilst I think your analysis of the general risks of a negative impact on customer experience is accurate, having worked with Primark as a client, I believe that they will have considered these at length and planned meticulously. With 58% of UK shoppers now researching online before visiting a store (source: ecommerceDB November 2021) the pandemic has changed shopping habits significantly and Primark is responding to this change. Primark is an exceptional retail business, particularly at analysing markets and trends, deciding a position and then executing brilliantly. Their entry and growth in the US market are testament to this when so many UK retailers have failed in that market. They will pilot and learn before rolling out at scale if it improves their customers' experience profitably.