Service Speed: Assess the speed at which your customers are served in the store. Long wait times can lead to frustration and reduced customer satisfaction. Would you agree or disagree that your service speed is adequate to meet your needs now and in the near future?
Ease of Use: Evaluate the ease of use of your Store systems. Complicated or confusing Store Systems can lead to errors and reduced customer satisfaction. Would you agree or disagree that your Store Systems are easy to use?
Payment Options: Check if you offer a variety of payment options to your customers, including cash, credit cards, debit cards, and mobile payments. Offering multiple payment options can help improve the customer experience. Would you agree or disagree that you offer a variety of payment options?
Customer Service: Assess the quality of customer service provided in the store. Friendly and helpful staff can help improve the customer experience and increase customer loyalty. Would you agree or disagree that your customer service in the store is excellent?
Loyalty Programmes: Evaluate if you have a programme in place to reward loyal customers. A well-designed loyalty program can help improve the customer experience and increase customer retention. Would you agree or disagree that your current system provides the flexibility and functionality to deliver the Loyalty Programme that meets your business needs?
Personalisation: Consider if you can personalise the customer experience in the store, such as by offering personalised recommendations or promotions based on customer purchase history or preferences. Would you agree or disagree that you offer a personalised customer experience at the Point of Sale?
Mobility: Consider if your mobile solutions allow your staff to interact flexibly with your customers? For example, can you offer queue-busting or shared device experiences to improve your customer interactions? Would you agree or disagree that you can offer flexible, mobile interactions with your in-store customers?
Self Checkout: Assess whether you are able to offer appropriate self-service capabilities for your customers, such as self-checkout devices or customer self-scanning on their own devices? Would you agree or disagree that you can offer appropriate self-service solutions for your customers?
Omnichannel: Consider whether your customers are able to engage with you seamlessly both online and in-store? For example, do the customers’ loyalty transactions cover all channels? Can customer journeys include both online and in-store steps? Are your customers’ experiences consistent across all channels? Would you agree or disagree that your customers receive a seamless experience across all channels?