How retailers use analytics to provide the best customer care
A medium size retailer with 100’s of doors nationwide
Accurately capture door traffic to better understand, at each location, the conversion rate (transaction to traffic ratio), staff efficiency (traffic to staff hours ratio) and the regional impact of their marketing efforts (marketing spend to traffic ratio)
These key metrics allow the retailer to immediately understand the impact of changes on their conversion rate. The “Customer to Staff Hours” metric allows them to make sure staffing levels are not too high and not too low, making sure customer service levels are maintained, while keep overhead costs down. By having the metrics generated across their network, they identify the top performance and research best practices which are then applied to their lower performing locations.
By placing a radar sensor at the entrances of all their stores, the management team collects footfall numbers at each location everyday, also summarized by time of day and day of week.