It is no longer enough to simply offer curbside pickup; customers expect to save time and be offered the same level of service they would receive inside the store. A recent study conducted by Flybuy and Industry Dive found that customers are three times more likely to reorder if they wait less than two minutes for their curbside pickup.
A group of secret shoppers placed hundreds of curbside pickup orders at 30 restaurants, retailers, and grocery stores throughout the United States, and recorded their wait time.
The highest performing brands had the following in common:
- High customer engagement
- Early staff alerts predicting customer arrival times
- Clear instructions for customers upon arrival
- Personalized shopper experience
Want to see how your favorite brands stack up? Download the 2022 Playbook below.
