Over the past few years, retail coffee chain Starbucks has implemented a mobile order-ahead option to expedite service and improve consumer engagement. The goal was to make the ordering process easier, but a new survey has revealed it is not quite working out as intended.
Understaffing is a major issue that has been plaguing Starbucks for some time, and Kevin Johnson, Starbuck’s new CEO, opted to survey the company’s workers on Coworker.org to get to the root of the problem. Details from the survey showed baristas were struggling to keep up with pick-up stations during peak hours. Executives are saying this is likely a direct result of the mobile order-ahead service that cuts into already busy morning commuter hours.
http://www.pymnts.com/news/retail/2017/understaffed-starbucks-hits-a-nerve/