Case Study:


Enabling Topgolf to:


Increase monthly sales of golf driving experiences by £35k.


Increase bar and restaurant sales as a knock-on effect of more footfall.


Improve customer loyalty, with complaints reduced by 100%.

CLIENT QUOTES

  • “Qudini is a great automated queue management system, that has made progression of TopGolf in the UK possible. Qudini has given more confidence to our staff by providing more tools at their fingertips, that help manage our site operations more efficiently, while providing accurate information our customers.”
    Mark Allden | General Manager, TopGolf Surrey
  • “Qudini has proven to be one of our most important tools!”
    Ashley Theeka | Guest Services Manager, TopGolf

Client Profile

TopGolf is a golfing experience with a difference: guests not only smash balls into a driving range, but are served food and drinks in their allocated bay as they do it. Those with a competitive edge are in their element as each ball has a unique microchip that tracks how far it has been hit: perfect for improving technique or for a fun competitive game with family and friends. TopGolf is estimated to serve over eight million visitors annually across their multiple worldwide sites.

THE CHALLENGE

Due to the popularity of TopGolf, customers previously waited up to three hours for a driving bay. Their solution, a manual pager system, was unsuccessful and did not align to the modern vision of the TopGolf brand. The system proved costly to maintain and led to unsatisfied customers who felt uninformed and frustrated by inaccurate wait times from reception staff. As a result, complaints mounted up, staff time was unnecessarily squandered and TopGolf missed out on additional revenue.

Queue Challenge

THE SOLUTION

TopGolf implemented the Qudini Queue Management system to create a better customer waiting experience, allowing customers to enjoy their venue whilst they waited.

 

THE CUSTOMER JOURNEY

• Guests arrive and head to the reception desk.
• The reception staff add customers to the digital queue using their name and mobile number, while also providing an estimated wait time.
• The customer receives a text message with a link to a webpage where they can watch a live countdown of their queue position whilst they wait.
• The customer is free to visit the TopGolf bar and restaurant, knowing they will receive a text 10 minutes before the bay becomes available and again when it is ready for them to start.

 

BAY MANAGEMENT

The TopGolf staff have a full overview of all the bays on-site and can manage their customers alongside bay availability. Floor efficiency is thus enhanced through greater visibility and team communication.

  • Helping TopGolf to improve the queuing experience with Qudini
  • Helping to improve the customer experience at TopGolf
  • Topgolf Sms

CLIENT RESULTS

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    More customers served

    Golf bays are turned over 50% faster and customers are more likely to wait for service. As such, TopGolf can offer golf driving experiences to more customers in the same amount of hours, driving additional revenues.

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    Increased sales

    Each site generates an average of £35k additional revenue per month due to the improved speed and customer retention. This enables TopGolf to make a 13,000% ROI on the monthly cost of Qudini.

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    Increased bar and restaurant revenue

    Now that customers know when their bay is likely to become available, they can unwind at TopGolf’s on-site bar and restaurants, boosting their revenue.

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    Improved loyalty and advocacy

    Customer complaints have reduced by 100%. Thanks to the improved customer experience, TopGolf’s clients are more likely to return again and tell their friends.

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    Improved operations

    Greater visibility of bay activities coupled with happier customers has improved the TopGolf team’s efficiency, who now have more time to spend on other tasks.

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    Better resource allocation

    The insights provided by Qudini on footfall patterns has enabled the TopGolf team to better allocate their resources throughout the day.

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