Store visits — capturing the first moment of truth in retail
The first moment of truth happens when your customer walks into one of your stores or sees your product on the shelf. That first impression sets the tone for their entire experience and can determine whether they stay, browse, and buy — or leave.
Store visits often focus on checklists and compliance, but what if we took a different approach? What if we used these visits to step into the customer’s shoes and experience the store as they do?
How does it feel to walk in? Is the layout intuitive? Are key products easy to find? Does the overall atmosphere invite them to stay longer and explore?
By shifting perspectives, we can uncover insights that traditional checklists might miss — helping us not just to meet expectations, but to exceed them and drive real customer loyalty.
Getting into the customer mindset
See what they see: Walk the store as if you were visiting for the first time. Is it welcoming? Is signage clear? Are products displayed in a way that encourages browsing?
Hear what they hear: Is there background noise that enhances or distracts from the experience? Are staff engaging in helpful conversations, or do customers struggle to find assistance?
Feel what they feel: Is the space inviting and comfortable? Does it make shopping enjoyable or frustrating?
Key observations from recent store visits
Customer-first layout: How well does the store guide customers naturally through their shopping journey? Are key promotions in the right places?
Staff interactions: Are customers receiving the right level of service—proactive but not overbearing?
Checkout experience: Is the final step in their journey quick, smooth, and satisfying?
Finding best-selling products: Imagine you’re looking for the top-selling items—can you find them easily? Are they displayed where customers naturally look? Is stock readily available, or do customers need to ask for help?
Questions to ask during store visits
What is the first thing customers notice when they walk in? Does it create a positive first impression?
How easily can customers find what they are looking for? Are common questions about product placement arising?
Are team members actively engaging customers, or waiting to be approached?
Is there a seamless flow from browsing to purchasing? Or are there friction points?
How does the atmosphere influence customer behaviour? Is the environment encouraging customers to linger and explore?
Are self-checkout and traditional checkout lanes running efficiently? Do customers have a choice in how they pay?
Can customers easily locate best-selling products? Are these products positioned effectively to maximise sales?
Bringing these insights to life
Quick wins — Identify simple changes like moving signage, adjusting music, or repositioning popular items that can immediately improve the experience.
Long-term enhancements — Consider how store design, training, and technology can contribute to a seamless and engaging experience over time.
Empowering teams — Share these insights with store staff, helping them connect their daily efforts with the customer experience. If you use a store visits app, like Ocasta Review, they'll get instant access to a live report of your visit, with tasks, photos, and action plans.
Looking ahead
Upcoming store enhancements: What improvements are being planned, and how will they impact the customer journey?
Training & support: What resources are available to help teams refine customer interactions and improve store performance?
Tech & innovation: What new tools or systems are in place to make shopping smoother and more enjoyable?
Support your conversations with a store visit app
Optimising your store visits isn’t just about checklists—it’s about unlocking real insights that drive performance. With Ocasta Review, you can streamline audits, identify training needs, and ensure every visit enhances the customer experience.
Discover how Ocasta Review can help you turn observations into action 👇
