What is the State of the Retail Industry?

The retail industry is beginning to show modest signs of recovery. However, consumers remain cautious. Consumer confidence is improving, yet overall trust in companies continues to decline while expectations continue to rise. Amid this complex and ever-changing environment, the industry needs to better understand and address expectations in order to protect, enhance and track reputation over time.

RILA has partnered with APCO Worldwide and its research division, APCO Insight, to survey the retail industry’s reputation among key stakeholders; consumers, policymakers, investors, community activists and retail employees.

The outcome of this research was the development of the Return on Reputation Indicator, a robust new tool and report that takes a more holistic and integrated approach to reputation management.

The Return on Reputation Indicator is based on a national, quantitative survey among nearly 10,000 respondents, offering a 360-degree view of reputation across all stakeholders, including consumers, community activists, policy-makers, retail employees, and investors and analysts. Based on early previews, executives across the retail enterprise have found the survey results valuable and instructive to strategic decision making. With that in mind, RILA will be hosting a series of webinars to provide members the opportunity to view the findings from the study.

What are the unique drivers that define the retail industry’s reputation?
We will share the Retail Reputation Model developed over six years through extensive qualitative and quantitative research to uncover the expectations all stakeholders have for the retail sector.

What impact does reputation have in shaping the operating environment and real business outcomes?
The research quantifies the impact of reputation in driving consumer shopping decisions, community activism, support for policy issues, employee retention, and shareholder value.

What is the most effective way to enhance the reputation of retailers?
We will share the industry’s most important reputation strengths and vulnerabilities and discuss implications for prioritizing resources to address the most important drivers for these stakeholder audiences.