Welcome!

Blog Feed Post

82% of Retailers Believe they Provide a High Level of Customer Experience, but 72% of Consumers Disagree

Qmatic survey exposes a disconnect between how retailers rate their performance and customer perceptions of actual service delivery

Bedfordshire - 15 May 2014 - Consumers confirm they're being let down when it comes to experiencing a consistent, positive and true to brand value experience across the multitude of channels available to them. In a thought leadership and research report commissioned by Qmatic and entitled "Great Expectations" Vanson Bourne, a specialist technology market research company, has revealed that there is a disconnect between how retailers rate their performance and customer perceptions of actual service delivery. In an in-depth survey of online and offline channels undertaken with 100 UK retail decision makers and 500 consumers, Vanson Bourne found that, while retailers believe that overall they're performing well - with 82% stating their organisation provides a good or extremely good customer experience - 72% of consumers confirmed they've encountered inconsistencies in their customer experience when using a retailer's online and in-store channels.

"Despite the booming adoption of eCommerce by consumers, the physical store's role is more important than ever before. Customers now have the power to choose how and when they shop - be it online, mobile, catalogue or via a call centre," commented Steve Williams, Managing Director, Qmatic UK. "Clearly customer experience in the physical store is becoming ever more pivotal to overall brand perceptions and purchasing behaviours. Getting it wrong risks contamination across all channels - and ultimately leads to less engaged and less loyal customers."

Indeed, in the last 12 months around 31% of consumers confirmed that they had abandoned purchasing from a retailer because of a poor customer experience.

When it comes to taking the shine off their shopping experience, the greatest number of frustrations for consumers related to a less than satisfactory in-store experience:

  • 59% rated long queues in store as one of their most annoying shopping frustrations
  • 21% disliked unfair queuing scenarios - citing people pushing in and not getting served in turn as being typical aspects they encounter
  • 18% found it frustrating not being able to find key service desks and points such as tills, returns, click and collect, when in-store.

The results of the study have revealed that, when it comes to improving the management of queuing and waiting for customers shopping in-store, 62% of retailers do not have a buffered queuing solution in place and just 42% have invested in self-service kiosks to allow customers to identify themselves and their need and to self-check in. That's despite the fact that retailers acknowledge improving this aspect of customer service delivery would generate increased customer satisfaction and higher sales.

Keeping customers happy and engaged as they queue
While the facts demonstrate that many of the retailers surveyed would benefit from a more strategic approach to their queue management systems, when it comes to keeping customers positively engaged as they queue and wait, evidence suggests that they recognise the need to keep customers happy and engaged as they queue. In fact, 43% of respondents are utilising media screens to inform consumers of the current wait time or communicate promotions and offers to enhance the wait experience, while 42% of retailers are using technology to actively deliver information useful to customers as they queue in waiting areas. A further 11% of retailers are working with technologies that compensate customers as they wait in line with rewards.

To generate incremental sales engagement opportunities and capture attention as customers queue, 35% of retailers are actively employing digital signage and media technologies to undertake advertising messaging in a bid to influence consumer buying behaviours and push up in-store dwell times.

"Retailers are investing heavily in new technology including social commerce," continued Williams. "The appeal of getting involved with the most current social trend because it's 'cool' or because competitors have done it is understandable, however we would strongly advise against leaving the customer out of the equation when it comes to ensuring that once in-store they encounter a superlative service experience at the tills or any other service point. For example, self-service kiosks offer customers the option to leave their mobile phone number and browse the store - hence increasing their potential to buy more - while awaiting an SMS alert that their item is ready for collection/store assistant is available."

"In addition, 'Voice of the Customer' (VoC) technologies allow customers to evaluate their experience while in-store generating valuable continuous feedback on customer satisfaction and virtual queuing systems alert staff when customers are waiting and seeking help. These technologies empower customers with a feeling that that they have not been forgotten; ensuring that they are known, valued and being treated fairly," Williams concluded.

For more information about Qmatic and the value that its market leading Customer Experience Management (CEM) platform - Orchestra - can offer to retailers, please visit: http://www.qmatic.com/en/Solutions/Industry-Solutions/Retail/.

Download the "Great Expectations" report at http://lp.qmatic.com/greatexpectations

About Qmatic
Qmatic leads the way in maximising face-to-face customer touch point opportunities. Qmatic's solutions integrate the virtual/on-line and the real world, to help generate a seamless customer experience. To create the optimum Customer Experience Management (CEM) solution, based on the company's market leading software and hardware solutions, Qmatic has invented and uses our Customer Flow Management (CFM) methodology. From managing the customer journey to collecting insights from across a spectrum of customer interactions, Qmatic enables remarkable customer experiences resulting in brand loyalty and superior customer satisfaction. With leading positions in Finance, Retail, Healthcare and Public sectors, Qmatic offers a global footprint, operating in over 120 countries through subsidiaries and partner network.

Qmatic UK is based at Derwent House, University Way, Cranfield Technology Park, Bedford, MK43 0AZ. Phone: 01234 757 110. Twitter Qmatic_UK.

Press contacts:
Natalie Sutton
Proud PR
+44 (0)1276 679570
qmatic[at]proudpr.com

Source: RealWire

Read the original blog entry...

More Stories By RealWire News Distribution

RealWire is a global news release distribution service specialising in the online media. The RealWire approach focuses on delivering relevant content to the receivers of our client's news releases. As we know that it is only through delivering relevance, that influence can ever be achieved.

Latest Stories
Mobile device usage has increased exponentially during the past several years, as consumers rely on handhelds for everything from news and weather to banking and purchases. What can we expect in the next few years? The way in which we interact with our devices will fundamentally change, as businesses leverage Artificial Intelligence. We already see this taking shape as businesses leverage AI for cost savings and customer responsiveness. This trend will continue, as AI is used for more sophistica...
SYS-CON Events announced today that SourceForge has been named “Media Sponsor” of SYS-CON's 21st International Cloud Expo, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. SourceForge is the largest, most trusted destination for Open Source Software development, collaboration, discovery and download on the web serving over 32 million viewers, 150 million downloads and over 460,000 active development projects each and every month.
Today most companies are adopting or evaluating container technology - Docker in particular - to speed up application deployment, drive down cost, ease management and make application delivery more flexible overall. As with most new architectures, this dream takes significant work to become a reality. Even when you do get your application componentized enough and packaged properly, there are still challenges for DevOps teams to making the shift to continuous delivery and achieving that reducti...
Today traditional IT approaches leverage well-architected compute/networking domains to control what applications can access what data, and how. DevOps includes rapid application development/deployment leveraging concepts like containerization, third-party sourced applications and databases. Such applications need access to production data for its test and iteration cycles. Data Security? That sounds like a roadblock to DevOps vs. protecting the crown jewels to those in IT.
SYS-CON Events announced today that Interface Corporation will exhibit at the Japan External Trade Organization (JETRO) Pavilion at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Interface Corporation is a company developing, manufacturing and marketing high quality and wide variety of industrial computers and interface modules such as PCIs and PCI express. For more information, visit http://www.i...
SYS-CON Events announced today that mruby Forum will exhibit at the Japan External Trade Organization (JETRO) Pavilion at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. mruby is the lightweight implementation of the Ruby language. We introduce mruby and the mruby IoT framework that enhances development productivity. For more information, visit http://forum.mruby.org/.
DevOps at Cloud Expo, taking place October 31 - November 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 21st Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to w...
In his session at @ThingsExpo, Greg Gorman is the Director, IoT Developer Ecosystem, Watson IoT, will provide a short tutorial on Node-RED, a Node.js-based programming tool for wiring together hardware devices, APIs and online services in new and interesting ways. It provides a browser-based editor that makes it easy to wire together flows using a wide range of nodes in the palette that can be deployed to its runtime in a single-click. There is a large library of contributed nodes that help so...
What is the best strategy for selecting the right offshore company for your business? In his session at 21st Cloud Expo, Alan Winters, U.S. Head of Business Development at MobiDev, will discuss the things to look for - positive and negative - in evaluating your options. He will also discuss how to maximize productivity with your offshore developers. Before you start your search, clearly understand your business needs and how that impacts software choices.
IBM helps FinTechs and financial services companies build and monetize cognitive-enabled financial services apps quickly and at scale. Hosted on IBM Bluemix, IBM’s platform builds in customer insights, regulatory compliance analytics and security to help reduce development time and testing. In his session at 21st Cloud Expo, Lennart Frantzell, a Developer Advocate with IBM, will discuss how these tools simplify the time-consuming tasks of selection, mapping and data integration, allowing devel...
SYS-CON Events announced today that Cedexis will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Cedexis is the leader in data-driven enterprise global traffic management. Whether optimizing traffic through datacenters, clouds, CDNs, or any combination, Cedexis solutions drive quality and cost-effectiveness.
SYS-CON Events announced today that Mobile Create USA will exhibit at the Japan External Trade Organization (JETRO) Pavilion at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Mobile Create USA Inc. is an MVNO-based business model that uses portable communication devices and cellular-based infrastructure in the development, sales, operation and mobile communications systems incorporating GPS capabi...
While some developers care passionately about how data centers and clouds are architected, for most, it is only the end result that matters. To the majority of companies, technology exists to solve a business problem, and only delivers value when it is solving that problem. 2017 brings the mainstream adoption of containers for production workloads. In his session at 21st Cloud Expo, Ben McCormack, VP of Operations at Evernote, will discuss how data centers of the future will be managed, how th...
Why Federal cloud? What is in Federal Clouds and integrations? This session will identify the process and the FedRAMP initiative. But is it sufficient? What is the remedy for keeping abreast of cutting-edge technology? In his session at 21st Cloud Expo, Rasananda Behera will examine the proposed solutions: Private or public or hybrid cloud Responsible governing bodies How can we accomplish?
There is huge complexity in implementing a successful digital business that requires efficient on-premise and cloud back-end infrastructure, IT and Internet of Things (IoT) data, analytics, Machine Learning, Artificial Intelligence (AI) and Digital Applications. In the data center alone, there are physical and virtual infrastructures, multiple operating systems, multiple applications and new and emerging business and technological paradigms such as cloud computing and XaaS. And then there are pe...