Irisys Blog

Key metrics for monitoring front end customer service

Posted by Lorie Fontaine Demski on Nov 26, 2015 2:38:00 PM

In the first article, we shared the evidence that a better and faster checkout experience contributes heavily to shopper’s overall satisfaction.  In the second article we discussed the need to first understand your current service level and the effort required to achieve your desired service level before making a service promise.  In the third article we described the process changes required to ensure your strategy is consistently delivered.  This article – the fourth in the series – stresses the importance of selecting and monitoring the correct key performance indicators (KPIs)

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Do Retailers have the processes in place to support and deliver their checkout service promise?

Posted by Lorie Fontaine Demski on Nov 12, 2015 2:43:38 PM

Do Retailers have the processes in place to support and deliver their checkout service promise?

In the first article, we talked about the overwhelming evidence that a better and faster checkout experience contributes heavily to shopper’s overall satisfaction with a retailer and that by creating this experience, a retailer can differentiate themselves from their competitors.   In the second article we discussed the need to first understand your current service level and the effort required to achieve your desired service level before making a service promise.  This article – the third in the series - focuses on implementing your strategy and the process changes required to ensure it is maintained and consistently delivered.

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Do retailers overspend to deliver their service promises?

Posted by Lorie Fontaine Demski on Oct 29, 2015 12:21:11 PM

Do retailers overspend to deliver their service promises?

How Queue Intelligence can help retailers identify and deliver their service promise

Every other week from now through the end of the year, we’ll be posting a series of articles about queue management and the value it can bring to your business. In this, the second article in the series, we discuss the steps required to determine and deliver on your service promise. 

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What does Aldi tell us about queuing?

Posted by Jordan Britchford on Apr 20, 2015 9:43:33 AM

With the recent news that Aldi has overtaken Waitrose as the UK’s sixth largest supermarket, there’s been a lot mentioned in the business press about their business model, the look and feel of the stores and specifically about the product ranges they sell. But, one aspect that’s been largely ignored is also one of the most important, the different queuing experience that Aldi, and other discount supermarkets offer.

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Customers Walk Out of Stores, Abandon Purchases when Lines are Long

Posted by Natasha Gingles on Mar 10, 2014 1:55:00 PM

Americans will abandon a checkout line and leave a store without making a purchase after eight minutes of waiting in a checkout line.

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Supermarket Queue Management – Declaring Your Service

Posted by Paul Fulton, Jr. on Aug 21, 2013 2:52:00 PM

Very few retailers share actual performance metrics with customers. They may provide sweeping statements like, “Our service is second to none,” but they won’t go into specifics. This is because they don’t have the data, don’t trust the data, or are concerned about sharing potentially sensitive data.

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Smart Checkouts Can Leave a Lasting Impression

Posted by Chris Giallanza on Oct 23, 2012 6:52:00 PM

Success at the front end is one of the most critical aspects of retail. At checkout, customers are left with a final impression of their shopping experience, which could be the difference between creating a return customer or losing market share to a competitor.

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Ed Austin talks queue management on the BBC's One Show

Posted by Emma Rudeck on Oct 2, 2012 9:49:00 AM

Queuing is a part of life most of us could do without. But, what can be done about it?

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Using Occupancy Data to Re-engage Employees With the Workplace

SafeCount privacy protecting occupancy monitoring - learn more