Trialling a queue management project
All supermarket implementations begin with a small-scale Proof of Concept trial in one or more stores. This enables senior executives to monitor in-store improvements week by week.
Staff training is an important part of the trial. It is important that front-line managers and supervisors understand and ‘buy in’ to the changes, and understand the advantages to them, to the store and to the customers.
By the end of one three-month trial, one supermarket noted that entrance traffic was up by 20 per cent and sales up by five per cent: on typical store revenue of £1 million per week, this was a substantial increase.
By the end of a trial, customer focus groups generally comment positively on the improvement at checkouts. This demonstrates that people are quick to notice improvements in customer service.
Regional rollout
Following a successful trial, most of our clients proceed to a regional rollout. Typically, between 10 and 20 stores will take part for a period of between three and six months. This gives time for sufficient data to be gathered and analysed.
A common concern is that, given shorter queue lengths, supermarkets will have to deploy more staff to operate checkouts. In fact, regional rollouts demonstrate clearly that, despite higher levels of customer service and satisfaction, no extra staffing is required.
Supermarkets also find it beneficial to tell customers that QM will soon be appearing in their stores. This demonstrates their ongoing commitment to customer service – and gives customers another reason to visit the store regularly.
National rollout
ROI data from regional trials is so compelling, 100 per cent of Irisys' clients have gone on to large-scale rollouts.