Increase Customers Satisfaction and Reduce Shoppers Leaving
Do long waiting times increases abandonment for retailers?
With all the bells and whistles of modern-day commerce, long queues could be causing shoppers to leave stores empty-handed.
An inverse relationship between wait time and service time equates to the satisfaction index. Simply put, consumers do not mind waiting a little longer for a transaction that will take considerable time. However, they will be frustrated when something that should take only a few minutes has an excessive wait time.
Are you able to properly manage this index?
Not if you cannot measure it. You need to be able to capture data related to this occurrence to uncover whether customers are foregoing purchases due to long wait times. A queueing system could be the answer.
Queueing Systems Play an Important Role in Reducing Abandonment!
Every store and business have peak times, and it is obvious when those are, according to your POS system. So, be better prepared to handle them with customer flow management (CFM). With a queueing system that includes CFM functionality, customers immediately know their anticipated wait time. It streamlines the customer flow and can improve the level of service as well because you have provided the customer with an expectation. They are not left wondering and growing agitated.
Customers Know They Have a Secure Place in Line
CFM also offers customers a means to manage their place in line. Because you have provided customers with options, they feel that you value their time and their business.
You may also find that customers’ perceived wait time is less than the actual wait time. Why? Because when a person is physically in line with no distractions, a few minutes can seem like an eternity. But with CFM in conjunction with engaging digital signage or digital tickets, customers will suddenly feel as though it has only been a minute or two.
Customers can continue with their day, being productive by checking work email, or taking a moment to catch up on the day’s news. Then when they are called in the time promised, customers feel as though your brand is trustworthy and reliable, which could lead to greater loyalty.
What KPIs Are Important in Measuring the Satisfaction Index?
KPIs (key performance indicators) must be defined to help you measure the satisfaction index as it pertains to front end service and wait time.
You will want to identify KPIs that help you discern if service is consistent. While you could just blindly state you should open more lines at peak times, this is not going to be effective if it does not result in higher sales.
Consider these essential KPIs:
- Waiting time variation
- Visitor’s service satisfaction
- Service time variation
- Staff Performance
- Ticket transfers’ flow
The two first metrics will measure the customer’s actual experience. The others allow you to understand if you effectively used labour. Being able to track this data and spot trends can allow your workforce to be more efficient.
Q-Better offers multiple solutions for retailers to help them better manage wait times and reduce abandonment.
With the right advanced queue and flow management systems it possible to plan, manage, and improve the service experience. Each business can organise their services, improving visitors, staff, and managers daily experiences:
- Interactive and user-friendly
- Boosting service performance
- Convenient and organised
- Empowering the frontline
- Informative and personal
- Enhancing the visitor flow
With more than 10 years on queueing industry experience, in over 50 countries, you can count on Q-Better. See how it works by requesting more information at www.q-better.com/contacts/.