qudini - waitrose case study-1
TRANSCRIPT
The Challenge
A nightmare for all supermarkets during the festive period is
customer collection of their Christmas turkey, with customers
collecting their turkeys in store three days before Christmas.
Customers who want to just collect their food and go face
spending a long time standing in a queue waiting to be
served. This ultimately limits customers’ opportunities to
shop around the store and pick up any last minute items still
left on their shopping list. It's a persistent problem for many
grocery chains, creating a poor experience for their customers
and in some cases reducing the likelihood of customers
returning to the store again.
In 2015, many retailers had their customers enduring up to 2
hour long queues to collect their turkey, in their precious
holiday time before work.
Waitrose Case Study
Waitrose is a chain of British
supermarkets, forming the food retail
division of Britain's largest employee-
owned retailer, the John Lewis
Partnership.
“Two-Hour Queues For
Christmas Turkey”
Consumers reported lengthy
waits to collect pre-ordered
goods with queues in some
cases stretching outside stores.
One customer tweeted: "2
hours to pick up a turkey at
#cheshunt won't be back next
year #M&S.”
Report from Sky News
Qudini Waitrose Click & Collect Kiosk
Customised Queue Position Display
The Solution
Waitrose implemented a customised self-service kiosk at the front of their store. Customers were
able to either enter their unique order number or personal details to check-in, receiving SMS
communications notifying their position in the queue and estimated wait time. Customers could also
keep track of their position in the queue via a Waitrose branded queue position weblink received via
SMS message.
Waitrose were able to seamlessly manage and interact with waiting customers.
Waitrose Turkey Collection Kiosk Waitrose customer’s check-in completion
Other Results:
• 5% higher satisfaction achieved in the
Waitrose store than other stores during the
Christmas turkey collection period.
• 88% of respondents stated that their turkey
collection was 'excellent' (the top score) with
Qudini, compared with 82% nationally.
• 100% of customers in the Waitrose store
stated that they would use the service next
Christmas, 10% more than non-Qudini stores
surveyed.
Key Results
90 minutes staff saved
per day
£4500additional revenue,
from 10% increase in customer retention
65%Engagement rate on
customer weblink and follow up SMS
7.5minutes, the average
queuing time
• This is the first time Waitrose has
received useful and valuable data on their
Christmas turkey operations and
experience.
• Waitrose believe that the system
presents a significant opportunity for
saving staff hours and also offers a ‘halo
effect’ on sales through increasing
customer movement whilst they wait.