Plan requirement
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Which call points get used, how long customers wait, and how stores compare. Here is what to do with those numbers.
What you can see
- Requests per call point. Which spots customers actually use.
- Response times. How long between a scan and someone accepting.
- Time on the floor per staff member.
- Store comparison across your estate.
The two numbers that matter most
Call points with no requests
A call point nobody uses is in the wrong place, or badly signposted, or people do not know what it does. Move it or improve the sign; leaving it there teaches customers that the QR codes do nothing.
Requests that waited too long
Consistently slow response in one zone means staffing rather than technology. That is a rota conversation, and this is the data that makes it a factual one instead of an argument.
Look at the busiest hour, not the daily average. A store that responds in thirty seconds on average may take four minutes on Saturday afternoon, and Saturday afternoon is when it costs you a sale.
Comparing stores fairly
Footfall, layout and staffing differ, so raw comparison is misleading. Compare a store to itself over time first, and only then to others. A store improving month on month is doing something right even if it is not top of the table.
What not to do with it
Individual time-on-floor figures are tempting to use for performance management and usually a mistake. People optimise for the number rather than the customer, and accepting a request quickly to log a fast response helps nobody.
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