Queue Management

Improving customer satisfaction by intelligently and efficiently utilising checkout staff

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What is a queue management system?

Shoppers hate to queue. Extensive research proves that queuing at the checkout is the number one cause of customer dissatisfaction in retailing. Conversely, short queues – and critically, the expectation of short checkout queues – are key ways to build customer loyalty and encourage spending.

Queue management is about making the most effective use of checkout and customer service staff to improve customer satisfaction and profitability.

HOW QUEUE MANAGEMENT SYSTEMS WORK

Why use queue management technology?

With competition from online retail only increasing, it is vital that bricks and mortar grocers offer the very best in-store experience possible.

A queue management system can:

Improve customer service - increasing customer retention and shopping frequency
Reduce queues - increasing shopping time and basket size
Improve profitability - through greater sales
Optimise staffing costs - through intelligent and efficient deployment of personnel around the store
Measure queue performance - against service and productivity targets

Queue management white paper - lessons learnt from the shop floor DOWNLOAD NOW

Queue management in supermarkets

Our experience of operating queue management systems in thousands of supermarkets all over the world has shown that reducing the waiting times for customers at checkout can have a number of other positive effects on the business, including:

Increased footfall to the store
Increased average transaction value
Labour cost savings

When customers know that they are going to be served quickly and easily; they are more inclined to visit a store in the first place and more likely to spend time browsing and choosing items.

The grocer is also able to use a queue predictor tool to anticipate demand and re-deploy labour that isn’t needed at the checkouts to perform other tasks, so that cost savings can be made.

SUPERMARKET QUEUE MANAGEMENT

“We developed a solution that has reduced the average amount of time a customer waits in line to check out to about 30 seconds today compared to around 4 minutes in the past”

Rodney McMullen, President and COO - Kroger

READ KROGER QUEUE MANAGEMENT CASE STUDY

Intelligent queue management builds sales at Tesco READ CASE STUDY

Trusted by grocers and supermarkets around the world

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QUEUE MANAGEMENT CASE STUDIES