New to the reservation system? Visit CFS.Waitwell.US to make your reservation!
In April 2024, Community Food Share’s Feeding Families Pantry introduced the Waitwell reservation system to reduce long wait times. This new system has made pantry visits smoother and more organized for our Neighbors. To assess the effectiveness of the system and gather feedback from our Neighbors, we conducted a survey. Over 190 participants shared their insights on user satisfaction and areas needing improvement.
Key Findings:
- High Adoption and Satisfaction Rates:
- 77% of respondents reported using the new reservation system.
- 72% of users were extremely satisfied, while 13% were somewhat satisfied.
- Reduced Wait Times:
- 77% of respondents experienced shorter wait times, with an average wait of just 11 minutes for those making appointments.
- Walk-ins are always welcome, with an average wait time of 20 minutes, still much shorter than before.
- Enhanced User Experience:
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- Neighbors appreciated the reduced wait times and the ability to plan their day better.
- Many users noted improved organization and a less stressful environment.
Challenges and Solutions:
- Technology Barriers: Some Neighbors had issues with the online platform and text notifications, especially T-Mobile users. Because it appears to be a cell service issue and not something we can remedy, we started sending emails as well as text alerts.
- Privacy Concerns: We addressed initial discomfort about displaying names on a public screen by changing the display format.
- No-Shows: We have encountered challenges with Neighbors booking appointments and not showing up, preventing others from using those slots. We are working on solutions to address this issue, and we kindly ask Neighbors to cancel reservations they aren’t using so someone else can book the time slot.
- Neighbor Comments:
“I was dreading the scheduling to get into the food pantry. It actually made a big difference… less crowded to get your food. You’re basically in and out quickly. I am thankful and blessed for what the pantry does.” -Feeding Families Shopper
- Many comments reflected joy, trust, and anticipation.
- Some Neighbors expressed frustration and sadness, mainly related to technological and scheduling challenges.
Action:
At Community Food Share, we want our actions to be Community-led. Based on this survey we plan to do the following:
Continue offering support and training to help Neighbors use the reservation system. We are working on new business card sized flyers that will provide instructions for appointment booking, that you can keep handy in your wallet. We are also working on updated training videos to demonstrate how to book appointments, and you are always encouraged to ask a staff member or volunteer onsite if you need help booking an appointment for the following week.
Address privacy concerns and continue to provide flexible walk-in options for those with scheduling conflicts.
The new reservation system at the Feeding Families Pantry has decreased wait times and improved Neighbor satisfaction. While there are areas for improvement, overall feedback is positive. By continuously improving, Feeding Families will remain inclusive and efficient, enhancing the pantry experience for all Neighbors.
