Sensory processing difficulties are common among neurodivergent people. Credit: Ariya J via Shutterstock.

It is estimated that there are currently 16m disabled people living in the UK – a sizeable chunk of the national retail consumer base.

According to a new study by media and infrastructure company Clear Channel UK, British consumers are looking to retailers to adjust for more accessible and inclusive shopping experiences, including “quiet hours” in stores.

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Based on 2,000 respondents, the study revealed that overcrowding (61%), loud music (46%), bright lights (22%), in-store announcements (12%) and bright colours (11%) are the biggest sources of discomfort for shoppers and can make customers leave stores sooner.

People aged 45 to 54 are the most likely to leave a store because of overcrowding (68%). Overcrowding can overstimulate the senses, making stores noisier, increasing temperature and causing problems for those who struggle with spatial awareness. 

Customers aged 18 to 24 (31%) and 25 to 34 (30%) are more likely to leave a store because of bright lights while shoppers aged 65 and older (50%) are more likely to leave because of loud music.

The study also revealed that neurodivergent (49%) people are more likely to leave a store because of loud music than neurotypical people (45%). Half of neurodivergent people (50%) would leave a store because of loud music, 37% because of bright lights and one in three (36%) because of in-store announcements.

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Sensory processing difficulties are common among neurodivergent people, including those with ADHD, dyslexia and autism.

British customers believe that the following adjustments would make the stores more accessible and improve their shopping experience: turning down music (50%), limiting foot traffic (31%), priority queuing (25%), dimming lights (24%), quieter till scan sounds (18%) and no overhead announcements (15%).

UK omnichannel retailer Currys has been making strides in improving its accessibility by trialling an app to facilitate communication between disabled customers and staff at participating stores.