Our new customer counter and queue management technology

Thursday 28th May, 2020

Today we announced plans for a technology-based customer number and queue management system to be rolled out across our stores nationwide as we continue to respond to COVID-19.

Following a successful trial at our Greystones store, we will now introduce the monitor-based 3D imaging system which will count customer numbers entering and exiting stores, to ensure an accurate steady flow of people throughout the day. The new screen technology will roll out across the majority of stores starting with our 60 largest Superstore and Extra outlets in the coming weeks, with a tailored version for our Express stores in due course.

As we work to comply with social distancing measures, store size and format dictate the maximum numbers of customers permitted to enter a store at any one time. This technology indicates the number of people in store at any one time, highlighting for customers when it is safe to enter with directional arrows permitting entry, or a stop sign to advise them to wait.

Geoff Byrne, our Chief Operating Officer, said, “We’ve worked hard to maintain a safe shopping environment for colleagues and customers to date. This new technology is a simple, accurate way of reducing queue times and allows our colleagues spend more time helping customers. We continue to thank our customers for their patience and understanding as we continue to prioritise their safety when shopping with us”.

David Murphy, Store Manager, Tesco Greystones, commented on the trial, “Customers in Greystones have responded really well to this trial, with great feedback received so far. It gives both my team great peace of mind for managing the numbers in store at any given time, and for customers to know they’re entering a safe environment as well. With social distancing and the management of the flow of people likely to be with us for the near future, this technology is very important. It helps us continue to prioritise the health and safety of my colleagues and customers as we continue to work together to respond to Covid-19.”

When the number of people in store reaches its set capacity, a visual red sign informs the customer to wait until someone leaves and the screen turns green to allow the permit customer entry. At these busier times, or at set hours dedicated to the elderly and family carers, the personal manning of store entry and exit points will continue.