Morrisons Queue Management case study

Morrisons ‘doing more of the things that matter’ for their customers

Morrisons identified the checkout experience as one of the most important elements in achieving sustained customer loyalty.

In 2007 Morrisons deployed infrared detectors over checkout lanes and people counting devices to count the number of people entering their stores.  Being able to access information on queue length and wait times, checkout managers were able to make more accurate decisions in real-time ensuring delivery of a more consistent 1+1 queue service to greater numbers of customers.

Managers were also able to predict cashier demand and noticed a significant reduction in the need for relief cashier hours.