Have you ever wondered why your customers never seem impressed by your service or product? Maybe you’ve already thought about how you can tackle the issue; offer a discount at checkout, be friendly and crack a joke or two. These might help you out, but let’s face it, they’re not a long-term solution.

If you are struggling with satisfying your customers, there are probably a few underlying causes; in this post, we’ll uncover what these causes might be and how you can eliminate them to increase the satisfaction of your customers.

Unrealistic Wait Times

We’ve all been there before. You enter a store and think to yourself, ‘looks pretty quiet. I’ll have a look around’, but by the time you get to the checkout, it’s overrun. You can see other customers becoming frustrated, reducing your tolerance. You wait for 5 minutes, maybe even ten, and you’re ready to walk straight out the door when you get to the checkout.

If you know your customers are waiting much longer than you would, do something! Urgently! Invest in a solution that means customers know exactly how long they will need to wait for your services before arriving at your store.

Lack of Freedom

This is a significant cause of customer frustration, especially in the retail, hospitality and entertainment sectors. While customers wait in line to be served, they have absolutely no freedom at all. In fact, this is a significant cause of customer frustration, especially in the retail, hospitality and entertainment sectors. While customers wait in line to be served, they have absolutely no freedom at all. At that point in time, they don’t even have the freedom to move. They have to stick out their position so they don’t lose their place in the queue. They’re trapped. Surely you’ve felt like this at some point.

In reality, the only solution is to eliminate the need for them to wait at all. Increase staff utilisation, and ensure that your staff serve people as effectively as possible. Find out the strengths and weaknesses of each and every one of them and use those in your favour.

Unobtainable customer support

This very much depends on your business; however, if we take the retail sector, this is a massive cause of customer dissatisfaction. Ever been in a shop, desperate to ask an employee a question but can’t seem to find one? Not even one! And when you do, that poor person gets their head bitten off, or you give up hope and just leave.

As we’ve mentioned above, workforce management and staff utilisation are crucial in increasing customer satisfaction. You need to keep on top of their strengths and weaknesses, ensure they are where they are supposed to be and cover all bases. If your business falls into the retail, hospitality, even healthcare or finance sector, we can assure you that this problem has been happening in your establishment without you even realising.

Health Risks

This might seem odd, but since we live in a world where COVID-19 exists, health risks can impact how comfortable and satisfied customers are with your service. If customers are expected to wait in a lengthy queue, crammed against strangers, they might opt not to queue at all and leave your store, and that extra bit of potential revenue goes with them.

Leading back to the above points, reducing the size and, in turn, the wait time of your queues can dramatically increase how satisfied customers feel when they leave your store. WFM solutions and utilising your staff can both have a huge impact and benefit your business.

Ability to give feedback

Nowadays, it always surprises me how rarely businesses ask for feedback on their services or product. Whenever they do ask, it’s clear that the company truly cares about their customers and will take feedback on board and improve its service. On the other hand, when they don’t, you can safely assume that the business doesn’t regard their customers’ opinions, making the customer less likely to return.

You can collect feedback in several ways. Of course, a nicely worded email a few days later might do the trick, but who really answers those? Your best option is to use an app to collect your feedback on the day, as soon as the customer leaves the store or completes their service. This way, the feedback will be authentic and trustworthy, allowing you to use it to improve your business.

If any of the points we’ve mentioned above resonate with you, then you need to take steps toward improving your customer satisfaction. Luckily for you, QHERE can provide all the tools to assist you with this: Remote queuing; allowing your customer to wait in line from wherever they please, workforce management solutions; so you can keep on top of your staff, and a feedback feature ensuring you can work on improving your business to be the best of the best.

Download QHERE today or reach out to a team member to book a demo.

 

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