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A survey ran by leading global retail tech company.
Insights and infographics: 3 ways retail will change in the Coronavirus era and what retailers can do about itBased on insights from a survey of 2,000 British consumers
Our Retail Choreography suite
Appointment Scheduling
Queue Management
Event Management
Task Management
Powers leading global brands
77% plan to avoid non-essential stores
31% want virtual service by phone or video
36% plan to use click and collect services more
Qudini’s survey of 2,000 British consumers shows that during Covid-19
These insights indicate that in the Coronavirus era
In-store social distancing and customer management is needed for customers to visit.
Stores should become contactless fulfilment hubs for online order pick-up.
Brand relationships should be built online by phone and video.
How the Qudini software helps retailers in light of these insights
Benefits to brands now and in the future
Use Qudini to schedule appointments and manage virtual queues to enable social distancing and build confidence to visit.
Use Qudini for contactless click and collect pickup that enables customers to check-in and receive orders at the store entrance or curbside.
Use Qudini to enable customers to book online appointments and events for virtual service by phone or video.
Sales in the short term while building longer lasting relationships as a relevant brand.
Reduced delivery costs and increased omni-channel customer behaviours leading to future growth (omni-channel customers spend more and retain longer).
Improved online sales and customer loyalty, while using the opportunity to understand the future potential of online virtual service for your brand.
Qudini’s survey of 2,000 British consumers shows that customers are avoiding every type of store during Covid-19
Use Qudini Virtual Queuing and Appointment Scheduling software to build customer confidence to visit stores by enabling them to schedule visits and by digitally managing and updating virtual queues of customers waiting in-store or outside at a safe distance.
How the Qudini software helps
• 37% of consumers have eliminated non-essential trips to stores and other public places. 43% have heavily reduced trips. Only 7% have not changed their behaviour.
• Customers are avoiding “essential” retailers with open stores where possible. 22% are avoiding grocery stores, 66% banks, 37% pharmacies, 73% DIY stores, 58% pet stores.
• Across all non-essential stores an average of 77% were avoiding them in the weeks prior to lockdown.
• There’s a correlation between stores that more Britons would normally visit and fewer people avoiding them, (as shown in the graph to the right).
Retail stores % normally visited vs % of those avoiding:
What this suggests for retail during Covid-19In-store social distancing and advanced customer management is essential for customers to feel confident to visit.
What creating a safe store environment would mean to a retailer:
Sales through stores that could remain open while building longer lasting relationships as a relevant brand.
What this would mean to the economy:Customers stay safe while stores stay open. This ensures people stay in employment and there’s spend in the economy.
Download the full report or get in touch: www.qudini.com
Safe and easy virtual queuing.
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Check-in on any channel
Provide wait time & position
Team access on any device
Customer updated as their turn arises
Build customer confidence with…
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Seamless appointment booking.
Book from any channel 24/7
Receive reminders
Personalisedgreeting
Team access on any device
Build customer confidence with…
Qudini’s survey of 2,000 British consumers shows that click and collect services will gain traction during Covid-19
Outside of Coronavirus:• Only 10% of UK consumers use
click and collect frequently.30% do so occasionally.
• A third (33%) of Britons neveruse click and collect.
• GenZ customers are the most likely to use click & collect; 19% will do so frequently. Millennialsare the second most likely to use click and collect.
• Baby Boomers are the least likely to use click and collect, only 4% will do frequently.
During the Covid-19 outbreak:• 43% of grocery and pharmacy
customers plan to use click and collect more to reduce time in-store.
• 26% of people plan to use click and collect more across “Other retailers in general”
• All demographics are equally likely to increase use of click and collect during the Coronavirus outbreak to reduce time in store.
• Even a third (35%) of Baby Boomers plan to increase use of click and collect.
What this suggests for retail in during Covid-19Stores should serve as contactless fulfilment hubs for customers to collect online orders with minimal contact.
What getting this right would mean to a retailer:Reduced delivery costs and increased omni-channel customer behaviours leading to future growth (omni-channel customers spend 15% more and retain longer).
What this would mean to the economy:Retailers can improve profitability and more jobs stay intact to support store operations.
Offer contactless online order pick-up by enabling customers to check-in and receive SMS and smartphone updates while staff locate and bring them their order to them at the store entrance or curbside.
How the Qudini software helps
Download the full report or get in touch: www.qudini.com
Contactlessclick & collect pickup.
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Check-in by phone or staff
On screen countdown and SMS updates
Customer receives order at store entrance or curb
Team access on any device
Support social distancing with…
Qudini’s survey of 2,000 British consumers shows thatcustomers want virtual service from every type of retailer during Covid-19
% of typical customers wanting virtual service by phone and video by type of retailer• Half (48%) of consumers want 'essential'
retailers (banks, pharmacies & grocery stores) to provide virtual service by phone, and 15% want virtual service by video.
• For all other retail types, 31% want virtual service by phone or video. 16% want virtual service by phone and 12% by video.
• Across all types of retailers, younger generations are more than twice (113%) as likely to want video service from brands than Baby Boomers. They are equally likely to want virtual service by phone.
• It is likely that this interest in virtual service goes beyond the Covid-19 outbreak and that today could be a catalyst for virtualising personalised brand relationships.
What this suggests for retail during Covid-19Brand relationships should be built online by phone and video one-to-one service and events that engage and educate.
What offering virtual service would mean to a retailer now and in the future:
Improved online sales and customer loyalty, while using the opportunity to understand future potential of virtual online service within your brand.
What this would mean to the economy:Greater employment with remote advisors working to advise customers at home, leading to increased online spend and an improved economy.
Use Qudini Online Appointment Scheduling and Event Booking software to build relationships online by enabling customers to easily book online appointments and events for virtual service by phone or video.
How the Qudini software helps
Download the full report or get in touch: www.qudini.com
Simple online appointment booking .
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Book from any channel 24/7
Receive reminders
Connect by video conference at start time
Team access on any device
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Take your one-to-one services online with…
Effortless online event booking.
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Book from any channel 24/7
Receive reminders
Connect by webinar URL link at start time
Team access on any device
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Take your brand events online with…
Get started within a daywith our out-of-the-box software:
o Cloud-based and centralized.o Flexible and customizable.o Stand alone, yet easy to integrate.o Intuitive interfaces available on desktop, tablet and
smartphone.o One platform with multiple solutions to manage:
appointments, walk-ins, events and tasks.
o Google, Outlook and Apple calendar integration.o Zoom and video conferencing integration for virtual
services.o IS027001 compliant and follows GDPR standards.
o Deploys to thousands of stores within a day.
“Working with Qudini has been great. The support has been fantastic from the team. They’ve been very accommodating, very efficient and a pleasure to work with.”
– Head office team, Samsung
We’re a collaborative partner
For leading global brands
o We’re knowledgeable and consultative.o We’re innovative, flexible and agile.o We’re hands-on and detail-oriented.o We’re energetic and impact-oriented.
Client testimonial video:https://youtu.be/kGijdfrxLYs
And we create impact o Increase sales: 33% ATV increase, 10% conversion
increase, 62% cancellation reduction.o Improve loyalty: NPS at an “all-time high”,
customers more likely to return and tell their friendso Advance operations: 27% of time saved leaving to
improved store associate resource allocation and productivity.
“Qudini has enabled us to have a much more pleasant customer experience in-store and we can definitely see that we’ve had a percentage growth in terms of revenue.”
– Franchise partner, Specsavers (optical retailer with over 1,000 stores)
