Waitrose Virtual Queuing App Case Study

Results

Hover over the tile to read quotes from our customers

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  Improved loyalty

  88% of customers rated the system as “excellent”. 100% of customers in the Waitrose store stated that they would use the service next Christmas. This was 10% more than those surveyed in non-Qudini Waitrose stores. The Qudini system improves relationships between Waitrose and their customers and increases their chances of returning.

  

  Improved sales in-store

  The system created a ‘halo effect’ on store sales by increasing customer movement and enabling customers to make purchases within the store as they waited to collect their orders.

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  Improved staff efficiency

  Staff are able to prepare more customers’ orders at once, serving each customer 30 seconds faster. This means fewer colleagues are needed to handle the significant footfall at the counter and they can undertake other tasks instead. As such, Waitrose was able to make an 800% ROI on the cost of using Qudini.

  

  Improved customer experience

  The average queue time in stores using Qudini was 7.5 minutes. A significant reduction, compared to other stores where wait times could reach more than three hours.

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  Better commercial decisions

  Qudini provides Waitrose with valuable data on their Christmas turkey operations and experience, helping them to better improve stocking and resource planning.