Supermarkets: building loyalty through service
Supermarkets are large shopping spaces that form an important, but repetitive destination for a large proportion of the population. Many of which are brand or location loyal, however these loyalties can be tested and in some cases lost altogether.
Understanding what areas of the business frustrate and reduce loyalty is imperative.
As most complaints are about queue length and waiting times, improving the customer perception through a consistent and measurable level of service can vastly increase loyalty and increase returning customers.
Supermarkets that monitor their store arrival rates, queue lengths and wait times in real time, have the information advantage to make decisions on opening or closing checkouts. The predictive schedule solution helps our clients by identifying the shopper types as they make their way into the store which in turn helps in predicting the arrival rate at the differant service desk types.