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Peter_McCall

Client Director, CountWise Kepler Analytics
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  • Posted on: 11/03/2022

    Have grocery self-checkouts been designed to disappoint?

    Hard to fix what you can't measure, as Mark will attest to. Only capturing POS data provides the Ops/CX teams a limited point of view. How many people join the line, then abandon? How many get to the terminal then abandon because the UI/UX adds more friction? How many frustrated shoppers use it 1x then never again due? Overall store traffic, queue lengths, dwell times, abandonment rates and CX scores are some other data points to be considered when evaluating how to refine the experience.
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