Could long wait times be increasing 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 don’t mind waiting a little longer for a transaction that will take considerable time. However, they’ll be frustrated when something that should take only a few minutes has an excessive wait time.
But are you able to properly manage this index? Not if you can’t measure it. You need to be able to capture data related to this phenomenon to uncover whether customers are foregoing purchases due to long wait times. A queuing system could be the answer.
Queuing Systems Play an Important Role in Reducing Abandonment
Every store has peak times, and it’s obvious when those are, according to your POS system. So, be better prepared to handle them with customer flow management (CFM). With a queuing 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 aren’t 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’ve 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, customers will suddenly feel as though it’s 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’ll want to identify KPIs that help you discern if service is consistent across the board. While you could just blindly state you should open more lines at peak times, this isn’t going to be effective if it doesn’t result in higher sales.
Consider these essential KPIs:
Queue length and wait time
Number of hours that cashiers are available to help customers
The ideal number of hours required for cashiers to meet their service goals
The first metric will measure the customer’s actual experience. The other two allow you to understand if you effectively used labor. Being able to track this data and spot trends can allow you to staff smarter.
NEMO-Q Solutions for Retail
As a leader in queueing systems, NEMO-Q offers multiple solutions for retailers to help them better manage wait times and reduce abandonment. Customers can sign-in on a tablet, select their desired service, and enter their mobile number. Your employees have a different view, offering them a holistic view of those waiting and how long they have been in line.
With the SMS feature, customers can receive a text when it’s their turn, making it easier for them to carry on with other activities and not feel as though their time is being wasted.
With over 40 years of queuing industry experience, you can count on us to be our partner. See how it works by requesting a demo today.
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