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Qudini powers virtual queues outside Asda stores during Covid-19

Asda is one of the “big four” supermarket chains in the UK, with over 600 stores and over 145,000 employees. The Walmart-owned supermarket chain has created virtual queues outside its stores during the lockdown period and beyond to stop customers from having to physically queue before entering.

Sector
Retail
No. of stores
600+
No. of employees
145000
No. of customers
18m
65%
of customers voted the queuing service a 5 out of 5. 4% voted 4 out of 5.
67%
of customers voted the queuing service's effectiveness at enforcing social distancing a 5 out of 5. 11% voted 4 out of 5.
64%
of customers voted the wait-time a 5 out of 5. 11% voted 4 out of 5.
19%
of customers joined the queue via QR code, while 81% joined via SMS.

What our clients say

The challenge

When the Covid-19 lockdown first came into place, Asda placed a limit on the number of customers allowed inside a store at once, and asked customers wanting to enter a store to queue outside (as did all essential retailers and supermarkets). However, Asda quickly realized that social distancing would stay in place for the foreseeable future, and asking customers to physically stand outside of stores to queue would be an unreasonable request as the weather conditions change.

The solution

Asda now uses Qudini’s virtual queuing software, which enables customers to join virtual queues from their phones by scanning a QR code or by texting an SMS code provided on a sign in the car park. Once added to the virtual queue, customers are able to wait remotely in their cars or the neighboring area, while watching their queue position from a live countdown weblink. When it is nearly their turn to enter the store, customers receive a text message asking them to approach the store.

Results

Hover over the tile to read quotes from our customers

  • Customers feel safer

    When customers were asked if they believed the virtual service helped with social distancing, 67% voted the service a 5 out of 5 while an additional 11% voted the service a 4 out of 5.

    We’ve definitely seen an increase in customers purchasing products. Because the level of customer services are much improved, we are able to serve those patients in a better timescale, which makes not only the patients come back to us, but recommend us to friends and family.
    – Jacob Burns, Store Assistant Manager, Specsavers Plymouth

    Better customer experience

    When asked how satisfied they were with the virtual queue, 65% of customers voted the service a 5 out of 5 while an additional 4% voted the service a 4 out of 5.

    I am certain that Qudini helps improve customer loyalty. It helps us to identify why someone has come into our practice and allows us to offer them the best possible journey at the right place at the right time.
    – Josie Forte, Director, Specsavers Plymouth

  • Reduced wait times

    When asked how satisfied they were with the wait time to enter a store, 64% voted the service a 5 out of 5 while an additional 11% voted the service a 4 out of 5.

    Qudini has enabled us to have much more pleasant customer experience in the store and we can definitely see that we’ve had a percentage growth in terms of revenue. People are able to come in and complete their sight-tests a bit quicker, which means that they are more likely to stay with us and buy glasses.
    – Josie Forte, Director, Specsavers Plymouth

    Easy to join queues

    Customers can join queues simply by texting in a code or scanning a QR code. In the trial, 81% entered via SMS while 19% entered via QR code.

    Qudini helps me in knowing with confidence where my patients are and that leaves me having less stress within my working day and that has made me perform better.
    – Val Collard, Lead Optometrist, Specsavers Plymouth

  • Improved loyalty

    The improved customer experience coupled with the simplicity and ease of joining a queue has led to more customers returning to the store.

    Greater insights

    Qudini capture a wealth of data that enables Asda’s head offices to better understand their customer needs and behaviors to improve their resource planning and marketing initiatives.

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