Rakuten Ready 2020 Time Study
The new second annual Rakuten Ready 2020 Time Study provides a compelling look at how top Restaurants, Retailers, and Grocers are delivering on the online Order for Pickup experience according to their customers.
While we were surprised to see more consistent pickup experiences and customer satisfaction scores during the pandemic, we were not surprised to find that the attribute with the strongest correlation to customer satisfaction was wait time.
It isn’t just wait times that impact the customer experience, the study found many other attributes that drive customer satisfaction.
The Rakuten Ready 2020 Time Study reveals:
- The brands that shined and those with opportunities to improve on wait times
- The most important Order for Pickup attributes driving customer satisfaction
- The experience variance between in-store pickup vs. curbside vs. drive-thru