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3 Ways Retailers Can Reduce Queues and Increase Sales

Imogen Wethered
by Imogen Wethered

To help retailers to combat the significant financial loss caused by queuing during and outside of Covid-19, we surveyed 2,000 UK consumers to get on their opinions on:

What do shoppers think of systems used to choreograph their store experience?

In September, 2020, we surveyed consumers on their opinions of key Retail Choreography software solutions being implemented by retailers:

Our insights showed that every type of retailer had an opportunity to improve customer experience for their customers during the pandemic. With grocery stores, building societies, pharmacies, shopping malls, opticians, department stores, fashion stores, garden centres, electronics, DIY, homeware/furniture and phone stores proving most popular.

We also found that a high percentage of customers ranked all three of these solutions as almost equally useful before the pandemic as they did during the pandemic.Bar chart showing which services customers wanted most before and after pandemic

Chart showing whether customers find appointment and virtual queuing systems useful in different stores

Why do consumers think these solutions could be beneficial?

When looking at appointment booking software, we found that the main benefits are safety and efficiency. Chart showing benefits of appointment services by generation

Consumers who stated the same benefits (safety and efficiency) for virtual queuing systems, with reducing the risk of contracting Covid-19 and more productive use of time being the most common benefits.

Chart showing what customers think the benefits of virtual queues are by generation

How would these in-store systems impact customer spend, loyalty and advocacy?

When asked what the benefit of a retailer offering one of these services would be, the survey respondents indicated that these systems used to choreograph their in-store experience would have the following impact:

All this presents a powerful business case for using in-store appointments and virtual queuing systems when stores reopen and suggests that retailers looking to implement these services post-lockdown could put themselves in a strong position to combat customer concerns around visiting stores and to recoup the revenues that would otherwise be lost to queues and waits for service.

Chart showing how consumers would benefit if retailers offered appointments, virtual queuing, and store with hosts

Download our survey for free here.

 

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New best practice guide

Our new best practice guide explains how Appointment Booking Landing pages will drive traffic to your in-store and virtual appointment services.

Latest consumer survey report

Our latest consumer survey report shows which types of retail stores and banks customers want to be able to schedule appointments within…

Recent consumer survey report

Our recent consumer survey report shows how the pandemic has changed consumer shopping habits and which habits will be here to stay…

Upcoming Webinar

Our Upcoming Webinar will present consumer insights on how the pandemic has changed consumer shopping habits. Sign-up below for Tuesday October 12th (2pm ET | 11am PT).