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Shopper Feedback

On location Retail Feedback for Any Store

In store, shopper feedback during their visit, NOT after they have left.

Helps improve store operations.

Helps reduce defection by enabling immediate staff action.

Used at:

  • Shopping mall
  • Convenience store
  • Grocery store
  • Department store
  • Discount store
  • Drug store
  • Other retail outlet

Retail Does Not Deliver a Good Shopper Experience

Retail has Some Big Problems 

  • 70% of shoppers have had a recent negative experience in stores.
  • 64% have walked out of a store because of the physical appearance or disorganization.
  • After one bad experience, 52% of shoppers will leave without making a purchase.
  • One bad in-store experience is all it takes for 69% of shoppers to decide not to return.

Retail Report May 2019, ServiceChannel

…Shopper Feedback Anywhere – Will Help

Feedback Used For:

  • Service evaluation
  • New product feedback
  • Staff knowledge review
  • Point of sale assessment
  • Queueing problems
  • Signage evaluation
  • Out of stock alerts
  • Maintenance and HSE issues
  • Walk the store staff feedback

Replaces:

  • Comment cards
  • POS receipt surveys
  • Exit interviews
  • Web surveys
  • Email surveys
  • Phone surveys
  • Mystery shopping (a bad idea – here’s why)
  • Paper form based ‘Walk the Store’ programs

Requesting Feedback via Signage

In store signage.  Shopper selects QR code, Web, Phone call or SMS.

English or Spanish – works on any cell phone or tablet – storewide.

Feedback via Tablet and POS also Enabled

Get Feedback at any Point in the Shopper Journey

Get alerted – within 15 seconds via email or text alert to the right staff .

Low Scores Trigger Alerts:

  • The right staff get right info in seconds 
  • So can fix the issue
  • Close the feedback loop with 1-click
  • For improved operating standards
  • Happier patients
  • …And increased loyalty

All Alerts and Data Tracked:

  • Private, online dashboard 
  • Interactive charts
  • Performance over time
  • Location leaderboards
  • Alert closure reportings
  • …for closed loop feedback

Close the feedback loop and take back control of shopper feedback.

Improve loyalty and operational standards.

Take back control of Shopper Feedback

Feedback Resources to Deliver a Return

Get ahead of customer feedback and understand how to improve operations, lower HSE risk and deliver greater customer loyalty.