John Lewis and Waitrose Virtual Queuing and Appointment Scheduling Software Case Study

Case Study


John Lewis and Waitrose trial Qudini’s Queuing System and Time-slot Scheduling Software.

Department store retailer, John Lewis & Partners, and supermarket chain, Waitrose & Partners, are currently trialling a virtual queuing system and time-slot scheduling software that eliminates the need for customers to queue outside of stores.

No. of stores
No. of employees

What our clients say

The challenge

With social distancing measures still in place across the country and with winter fast approaching, department store retailer John Lewis and supermarket chain Waitrose wanted to find a way to eliminate queues from forming outside of its stores and create a safe and engaging customer experience.

The solution

Virtual queuing outside of stores

Customers can wait remotely to enter the John Lewis and Waitrose stores without physically queuing.

Customers scan a QR code or text an SMS code to enter a queue. They then receive an SMS message confirming their place in the queue alongside an estimated wait time and a weblink where they can view a live countdown of their position.

When a customer nears the top of the queue, they’ll receive an SMS message letting them know it’s their turn.

  • Virtual queuing inside of stores

    John Lewis stores are managing queues across departments by allowing customers to join virtual queues for services. Customers can join a queue through a QR code, an SMS code, or through a John Lewis store partner.

    Once added to the queue, customers will receive a confirmation SMS message with their queue position, estimated wait time and a link to follow their place while they wait. The customer will receive a further SMS message when they reach second place in the queue.

    Visitor time-slot scheduling

    John Lewis and Waitrose are using Qudini’s appointment booking software to allow customers to reserve time-slots to enter its stores, allowing them to stagger customer visits throughout the day. Customers can now book a time-slot to enter a store online, and receive regular reminder notifications and alerts before their visit.

  • Occupancy tracking

    Qudini’s Store Occupancy Management feature allows John Lewis and Waitrose store partners to use the Qudini app on a tablet or smartphone device to easily track the number of customers entering and exiting the store. In large stores with many entrances and departments, this functionality enables the partners to communicate in real-time to control customer flow and ensure a safe level of store occupancy at any one time.


Hover over the tile to read quotes from our customers

  • Safer customer journey

    Customers are no longer required to wait in physical queues, reducing their risk of contracting the virus.

    More engaged customers

    Customers can spend their wait time doing as they please, such as visiting a cafe. Customers queuing for in-store services can browse the store.

  • More competitive offering

    The Qudini time-slot scheduling software gives John Lewis and Waitrose the opportunity to capture more footfall from online and turn it into in-store traffic as compared to their local competitors without an online appointment booking option.

    Better resource allocation

    The Qudini data analytics platform enables John Lewis and Waitrose to analyze their footfall trends in order to more effectively allocate resources.

  • Improved loyalty

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

    Greater insights

    Qudini capture a wealth of data that enables head office teams to better understand their customer needs and behaviors to improve their resource planning and marketing initiatives.


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