Table 2 Open ended responses—qualitative coding—vape shops
Vape shops | Theme/s | Example |
|---|---|---|
What arrangements did you put in place for vulnerable people who smoke? | Distancing measures in shop PPE Increased information for customers, e.g. online/telephone consultations Safe remote delivery Telephone support Longer remote contact hours Increased online range Partnership with social care Safe collection from shop Extra costs for: webhosting/paypal PPE/cleaning products Petrol/car insurance for delivery Postage Charitable donations for social care partnership Low value delivery Some had no extra costs as systems already in place | “We made contact-free daily home deliveries and sanitised products before sealing them in packages. We also provided (and always have) text, telephone, and Facebook support whenever needed. We also provided free of charge, hand sanitiser if requested, and brought food supplies to those who could not get items themselves” |
We are trying to identify new pathways to good practice, please tell us anything that has worked for you | Same day home delivery Local pick up service Zoom webinar for smoking cessation counsellors/practitioners to demystify e-cigarettes Click and collect Keeping upbeat for shielders Facebook messenger to exchange photographs so could advise on device consumables Extra care and attention paid to regular shielding customers The above expanding on the arrangements above No testers (negative) Limits to numbers in shop | “We have stopped offering testers, as even with the hygiene tips they are handheld devices and could increase risk of a virus spreading” |
Have you had any feedback from customers about the service change (please briefly outline) | Customer satisfaction (both informally and google reviews, the latter good for business) Smoking relapse prevention but also Smoking relapse Business growth Delays to delivery Staff and customers found it hard to get to grips with new online working | “Customers appreciated the same day delivery but could not understand why we were not classed as an essential service” “Some customers who used the Local Pickup Service have told us that it stopped them from buying cigarettes” “Absolutely. We have had countless 5-star Google and Facebook reviews during and after lockdown, all of which were positive. It has helped our business grow and has motivated the staff to continue to provide the best service possible to all our customers” “Many of our regular customers went back to smoking due to the easier availability of cigarettes when shops were closed and online delivery was chaotic across the country. Devices don't sell much online as people need the advice and personal consultation” |
Are you considering implementing any of changes that you made during COVID-19 in the longer term? Yes. Please tell us: Text | Maintain e-commerce Keep local pickup option Keep local delivery service Coordinated efforts Shop closure | “Ongoing efforts to strive to work better with smoking cessation stakeholders” “We are planning on going fully online with no shop front due to recession fears and a second spike” |