A key element to convenience store success is the simple ability to serve customers efficiently – to get them in and out of the store, purchases in hand, quickly and effectively. Speedy service increases satisfaction for c-store customers, as it helps lead to a better in-store experience.
In turn, one of the most effective ways for c-store retailers to increase speed of service – and ultimately customer satisfaction – is through employee engagement. People Power for C-Stores, the newest study from the NACS/Coca-Cola Retailing Research Council, explores numerous benefits that come from engaged c-store staffers, with speed of service being one of them.
In fact, the study finds that nearly 70 percent of shoppers at stores with highly engaged staffers are extremely satisfied with the speed of their shopping experience. This is a critical finding for a retail format so heavily dependent on speed as a point of differentiation, and it demonstrates the importance of driving employee engagement.
The full report outlines important steps companies can take to improve middle management styles in order to build employee engagement and satisfaction.
The report can be downloaded for free here: