A SPAR Switzerland retailer provides customers with a quiet shopping experience during 'silent hours' in 14 stores located in the greater Zurich area. During this time, stimuli such as light, noise, and odours are reduced, and trained employees are available to assist customers.

Low-stimulus shopping environment

Hans-Ruedi Schnellmann introduced the silent hours in three family-run SPAR branded stores in 2019. He and his brother Paul sponsored a local institution for children with autism in the village of Urdorf, where their family business is based. Their experiences with the organisation led to them learning of the challenges some people with autism face when doing grocery shopping. Austismus Schweiz, an association dedicated to improving the lives of people with autism, supported the implementation of the low-stimulus ‘silent hours’ across the retailer’s 14 SPAR branded stores.

The low-stimulus hours are held every Tuesday from 3:00 to 5:00 pm and Thursday from 6:30 to 8:00 pm. During this time, the store lights are dimmed, no music is played, no machines are running, no screens display advertisements, no store announcements are made and the ovens are turned off.

The role of SPAR colleagues

All 123 SPAR employees and 17 trainees in the 14 stores are trained to assist people with autism, arranged by the SPAR retailer. During the low-stimulus hours, all staff wear blue, reflective safety vests, making it easy for customers to locate staff if assistance is needed. To ensure a low-stimulus shopping environment, SPAR colleagues perform quiet tasks related to store upkeep, such as data control and noiseless cleaning, and no loud machines are used. Additional staff at the checkout minimises waiting times, helping to keep stress levels low.

Customer reaction

Customers at the 14 SPAR stores are made aware of the special hours through posters placed outside the stores and at the checkouts. The blue, fluorescent waistcoats worn by staff, with the text ‘silent hour,’ emphasise this to customers entering the store during this time.

The initiative has been well received, contributing to the inclusion of people with autism. Customers with autism appreciate the low-stimulus environment and comfort whilst being in a public space. Families with children having autism can shop together. Additionally, people sensitive to light can remove their sunglasses in the darkened store.

After a hectic day, many customers have commented that they enjoy the calm, low-stimulus environment, providing a break from the sensory overload experienced throughout the day. Not all responses have been positive, however, as some customers advise that the low lighting makes the experience less appealing so they prefer to shop at other times.

Social responsibility

Hans-Ruedi Schnellmann views social commitment as a personal responsibility in his role as a SPAR retailer. “It is important to us to be there for everyone, including people with disabilities. We want to ensure that people with autism experience less stress when grocery shopping. Through our low stimulus shopping times, we believe we can give something back to the community with minimal effort,” he said.

Source: Neue Schnellmann Detailhandels AG

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About SPAR Switzerland

SPAR Switzerland was founded in 1989. The business grew, combining corporate and independently owned stores, spanning forecourt retailing to large supermarkets. Since 2016, SPAR Switzerland has been a subsidiary of SPAR Group Ltd Southern Africa.