W. Frank Dell II, CMC

Survey Sees Need for Speed at Checkouts

August 11, 2010

FROM RETAILWIRE:
A survey of 2000 people conducted by Barclays Bank and published by the BBC found 68 percent of U.K. participants had abandoned a queue at one time or another. Apparently more than two-thirds abandoned the checkout line because it was taking too long to be served. What are the most effective methods for reducing the amount of time consumers spend on the checkout line?      [more...]

Every retailer must decide as part of their strategy what their customer service component will be and then execute it. The down home friendly store should chat up the customer. The discount format must move the traffic through. Most retailers put out a call for checkers when there are 3 customers in line. The problem is, no one is watching to put the call out.

Whole Foods uses the single line going to the next checker system in New York City as do most banks. The perception is it's a long wait line, but the line moves quickly. The single line takes up valuable retail space, which is why few food retailers have tried it. The answer could be to empower checkers to make the call for more checkers and not rely on someone else to do it.