Qudini May 2021 2,000 consumer survey asked people how they wanted to be able to schedule appointments in retail stores and banks. We found the most preferred methods are:
Millennial and GenZ customers:
- Through the company’s website (27%)
- By calling the store (24%)
- Through a general scheduling app (21%)
- In-person through a store associate (21%)
- Through the company’s app (18%)
- By calling the call center (14%)
- By scanning a QR code from an ad (14%)
Baby Boomer customers:
- By calling the store (47%)
- Through the company’s website (32%)
- Through the company’s app (21%)
- In-person through a store associate (19%)
- By calling the call center (17%)
- Through a general scheduling app (9%)
- By scanning a QR code from an ad (2%)
Key insights:
- Overall, the most preferred appointment scheduling method is calling the store, followed by using the company’s website.
- Enabling appointments to be made via your brand’s website is key to driving traffic, incorporating this capability via an app could further bolster traffic.
- Customers are twice as likely to schedule an appointment by calling the store directly compared to calling the contact center. This is likely because the contact center is a less direct method where people can be left on hold or passed around automated systems.
- Store associates need to be equipped to easily schedule appointments on behalf of customers for the 30% calling by phone and the 20% that want to schedule appointments in person in the store.
- Call centers still have the potential to drive traffic to services amongst 16% of customers. Qudini’s call center interface can help to drive this traffic.
Comparing how Baby Boomers versus Millennial and GenZ customers want to schedule appointments:
- Baby Boomers are twice as likely to call the store (32% vs 25%).
- Baby Boomers are slightly more likely to use the company’s website (32% vs 25%) and the company’s own app (21% vs 18%).
- Younger consumers are 2.3 times more likely to want to use a general app to schedule appointments across brands (21% vs 9%) and would prefer this to using the retailer’s own app. This suggests that younger consumers prefer to store fewer apps on their phones and that they are less loyal and prefer to be able to switch between brands more.
- Younger consumers are 7 times more likely to scan a QR code from an advert to schedule an appointment (14% vs 2%). The results suggest that retailers have potential to turn advert impressions into appointment traffic amongst 14% of younger consumers.
- Younger customers are twice more likely to schedule an appointment via an in-store tablet kiosk (8% vs 4%).
Download the survey report
Our latest whitepaper shows more insights from our 2,000 consumer survey to demonstrate on how customers want to be able to schedule appointments, what the benefit would be to them and your brand and which types of appointments they want to be able to schedule in different types of stores.
Download the report for your industry:
- Pharmacies and drug stores
- Phone and electronics retail
- Retail Banking
- Luxury Retail
- Jewelry Retail
- Furniture and homewear retail
- Fashion retail
- Sports and outdoor retail
- Make-up and Skincare retail & beauty salons
- Grocery retail
- Car dealerships and tire / auto repair stores
- Opticians and eyewear retail
- Averages across all retail industries
If your already implementing appointment scheduling software solutions – read our latest report to learn how you can use dedicated appointment scheduling landing pages to make your appointment offering searchable and prevalent to your customers: Guide: How to increase appointment traffic with dedicated landing pages
