Getting it Right: Curbside & In-Store Pickup

Revisit our webinar to hear timely insights for retailers to optimize their curbside and in-store pickup programs.

The author(s)

  • Carlos Aragon Vice President
  • Pat Brassil Director, US, Mystery Shopping
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Consumers needs have changed almost overnight leading to a sudden growth in Buy-Online-Pick-Up-In-Store (BOPIS) services due to social distancing restrictions and safety concerns. Businesses are being asked to quickly put in place a Covid-19 appropriate customer journey that is exceptional, cost-effective all while standing out amongst the competition. That is no easy feat.

Customers and brands alike want to trust that in-store employees are following safety guidelines. They also want to trust that staff are enforcing the guidelines for other customers who might not be adhering to new social distancing norms. Although shopping has changed radically, one thing hasn’t: mystery shopping can help ensure that the shopper experience is what is supposed to be and fully delivers on your brand promises. It can answer many key business questions, including: How are new users experiencing your online and/or mobile ordering platforms? Are order accuracy and product quality standards being maintained? How are higher order volumes impacting curbside and pickup wait times? Are stores providing regular social distancing reminders to customers and staff?

View our on demand webinar for an illustration of how Curbside and In-Store Pickup Experience & Compliance Assessments can ensure your processes are delivering to your brand standards and customer expectations.

The author(s)

  • Carlos Aragon Vice President
  • Pat Brassil Director, US, Mystery Shopping

Customer Experience