A regional grocery store chain was concerned about what factors were contributing to longer than normal checkout times. While their service was excellent, there was no measure of the extraneous factors that contributed to longer checkout time. No anecdotal information being collected about these factors either.
Mystery Shops Designed to Evualate Grocery Store Checkout Times –
Confero assisted with the development of a series of mystery shopper survey questions. These questions were specifically designed to elicit wait time increments and observations from mystery shoppers.
The results over the next six months provided management with key baseline information. As well as the key factors that were negatively impacting the checkout times.
Is it a staff training issue? Is it an equipment challenge with the registers or belts? Are there enough baggers available to assist? Or many other issues could be the challenge that you were previously unaware of, right? Once you are aware of the challenges, then they can be addressed.
When Grocery Store Checkout Times Evaluated
After evaluating their grocery store checkout customer experience, Confero was able to develop an action plan to improve it. By improving checkout, customer loyalty is increased and thus, profitability improves.
Learn about more ways Confero can help businesses improve service and profitability.
