Customer loyalty for physical stores during holiday shopping in the Netherlands 2017

This statistic shows the customer loyalty for physical stores in the Netherlands in 2017 and more specifically displays the answers to the question "what do you usually do when a product is not available in a physical store?". As of 2017, 23 percent of Dutch consumers would go to another store of a different chain to buy the desired product and 20 percent of them would use a search engine or comparison site to find the desired holiday gift elsewhere. To go to another physical store of the same chain, looking for a different product in the same store or looking for the product on the store's website are considered as loyal behaviour towards the physical store. Thus, here the loyalty amounts to 47 percent, almost double of the percentage we see for consumers in online stores.

What do you usually do when a product is not available in a physical store?

Share of respondents
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Release date

November 2017


Europe, Netherlands

Survey time period

November 2017

Number of respondents

879 respondents

Special properties

Dutch consumers

Method of interview

Online panel

Supplementary notes

The source does not provide information on the original wording used during the survey.

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