Customer Journey Time Studies
Measure Every Step of the In-Store Experience.
A customer’s in-store journey is full of touchpoints—browsing, asking for help, trying on products, waiting in line, and checking out. Each step offers opportunities to improve service, reduce friction, and enhance the overall experience. With WorkStudy+, you can conduct Customer Journey Time Studies to capture exactly how customers interact with your store environment, staff, and processes.
What is a Customer Journey Time Study?
A Customer Journey Time Study is an observation method where an evaluator follows a customer through their visit to track how much time is spent at each stage of the shopping experience. This approach helps you:
- Understand where customers spend most of their time
- Identify bottlenecks or delays in the shopping flow
- Evaluate staff response times and service efficiency
- Compare different store layouts or service models
- Find opportunities to improve the customer experience and increase sales
With WorkStudy+, your Customer Journey studies become more consistent, efficient, and easy to manage.
How WorkStudy+ Facilitates Customer Journey Studies
Real-Time Tracking of Customer Touchpoints
Record each step of the customer journey—from store entry to checkout—using a smartphone or tablet. Assign categories for browsing, fitting room use, customer service interactions, and more.
Standardized Templates for Consistency
Create custom templates that define each step of the customer journey. This ensures observers collect data in a consistent, repeatable format across all studies and store locations.
Automated Time Breakdown
Quickly generate visual summaries of time allocation by activity or category—no manual calculations required.
Comparisons Across Stores and Shifts
Benchmark customer experiences across different stores, layouts, or staffing levels to pinpoint best practices and problem areas.
Mobile and Flexible
All studies are carried out directly on mobile devices, making it easy to capture observations while moving with the customer—no additional hardware required.
Our Customers
Our customers include thousands of users and organizations in USA, Europe and world-wide. Here is a small sample of some of our customers:
Over 20% of Fortune 500 companies rely on and use WorkStudy+.
Where Customer Journey Time Studies Add Value
- Retail Stores: Measure how store layout, promotions, and staff support affect customer flow
Fitting Rooms: Track how long customers spend trying on products and where delays occur
Checkout Counters: Assess wait times, service speed, and staffing efficiency
Customer Service Points: Identify how quickly customers receive help and the impact on satisfaction
Whether you’re performing an isolated one store customer journey study, or rolling out a large-scale national study, WorkStudy+ makes the process simple and consistent.
Why Choose WorkStudy+ for Customer Journey Studies?
- Simple and intuitive mobile app for observers
- Fully customizable templates to match your store processes
- Consistent methodology for repeatable studies across multiple sites
- Provides actionable insights to improve both customer experience and operational efficiency
Frequently Asked Questions
What is a Customer Journey Time Study?
A Customer Journey Time Study tracks how customers move through a store, recording the time they spend at each step of the experience—from entering the store to checkout and every interaction in between.
Why are Customer Journey studies important?
They help retailers understand customer behavior, identify bottlenecks such as long fitting room or checkout times, and highlight opportunities to improve service, staffing, and store layout.
How does WorkStudy+ make these studies easier?
WorkStudy+ runs directly on smartphones or tablets, letting observers record each customer interaction step-by-step in real time. The app automatically summarizes the data, eliminating the need for manual note-taking or spreadsheets.
Can I create different templates for different types of studies?
Yes. WorkStudy+ allows you to build custom templates for various store formats, departments, or customer journey types. This ensures consistency and makes it easier to compare studies across multiple locations.
What kind of insights will I get from these studies?
You’ll see how time is distributed across browsing, customer service, fitting room use, waiting, and checkout. This data helps you pinpoint inefficiencies and improve the customer experience.
Who typically conducts Customer Journey studies?
They are often performed by store managers, retail operations teams, or external consultants focused on customer experience, service quality, and process improvement.