Case Study: Kroger achieves faster checkout and higher customer loyalty with True Occupancy

Faster checkout at Kroger creates customer loyalty and increased sales

Kroger, the large grocery retailer, wanted to improve its checkout experience to better support its “Customer First” strategy and differentiate itself from competitors. To do that, it needed a way to move from a 1+2 checkout commitment to a faster 1+1 service level without adding significant cashier labor. True Occupancy, using its Queue Intelligence™ System, provided the technology for this challenge.

True Occupancy’s solution was trialed and then rolled out across Kroger stores after proving it could deliver the improved service level with existing scheduled labor. The results included average wait times dropping to about 30 seconds from roughly 4 minutes, a 42% improvement in customer-satisfaction scores related to checkout speed, and increased customer loyalty and sales. Kroger also used the data to add 2,000 express lanes nationwide, while keeping staffing costs from rising.

Kroger

Marnette Perry

Senior Vice President of Retail Operations