GB2445766A

GB2445766A - A predictive method to minimise check out queues in supermarkets

Info

Publication number: GB2445766A
Application number: GB0701015A
Authority: GB
Inventors: Aurelie Sally Barrett
Original assignee: Individual
Current assignee: Individual
Priority date: 2007-01-19
Filing date: 2007-01-19
Publication date: 2008-07-23
Also published as: GB0701015D0

Abstract

The use of Radio Frequency Identifier (RFID) tags attached to shopping trolleys or baskets and RFID sensors at store entry and checkout counters can accurately predict checkout staffing requirements given the physical and personnel constraints of the store at the time, thus ensuring customer satisfaction is maximised. The same technology application can also be used together with sensors in the store to measure the flow of traffic in the store and the time spent in specific areas, which may include the number of customers waiting at each check out.

Description

1 2445766

Description

A predictive method to minimise check out queues in supermarkets.

Introduction

Often today we see queues at check out counters when there are additional counters available but not staffed. Retail outlets, especially supermarkets, can usually predict fairly accurately the expected volume of customers on a daily basis but have no tools available to react to short term fluctuations.

Normally retail outlets have spare personnel capacity to staff unmanned checkout counters but in practice it is a reactive process based on supervisory judgement of actual queue size. From the time a decision is made to add extra capacity there is inevitably a delay before personnel can be put in place, which often means that customers can lose a lot of time queuing before additional check outs can be opened.

Many people dislike losing time queuing and will make efforts to avoid queues wherever possible. In extreme cases potential customers can be lost when they see the size of the queues before entering the store.

Stores that can consistently minimise queue time will increase customer satisfaction and gain business arid hence profitability.

The proposed solution to this problem is both simple, accurate and can be implemented at low cost.

The basic concept of this invention is to be able to accurately measure the volume of customers entering a store, which then based on the average shopping time, will determine the number of customers who will arrive at the check out counters when their shopping is complete. Given the time lag to do their shopping, stores will then be able to accurately predict how many check out counters would need to be open to minimise check out queues. This works both for the addition and reduction of check out staffing as customer volume fluctuates during the day enabling stores to use their staffing to the maximum advantage to the store.

The measurement of the customer volume could be done by the attachment of Radio Frequency Identifier (RFID) tags to each trolley or basket and RFID detectors at the entry to the store and at each check out. As each shopper can then be tracked individually it is then a simple matter to track the number of shoppers entering, leaving, the time spent in the store and even, with the addition of additional sensors in the store itself, the flow of Customers and the time spent in specific parts of the store.

Detailed Description

The key to real time management of store check out staffing requirements is to be able to measure the number of people coming into the store, the time of their arrival, the normal average shopping time and the time they leave.

If individual shoppers can be tracked with the time of their entry into the store and the time of passage through the checkout counter, the average shopping time can be determined. Very simply the store could measure the average shopping time by overstaffing checkouts, so ensuring that there were no queues, and measure the average time from entry to exit from the store.

If the store can check the time of entrance of individual shoppers into the store, given the average shopping time, it can also predict accurately the time that these same shoppers will arrive at the check out counters. Retail outlets already have sufficient data on the average time taken to process a check out operation.

So given the measurement of the volume of customers entering the store, the average shopping time and the actual staffing and lime to process a customer at check out, a store could predict, what would be the required staffing to minimise check out queues.

The time frame of this prediction is evidently the time it takes an average shopper to complete their shopping. Normally this is in the range of half an hour at a supermarket, more than enough time for spare check out capacity to be added (or reduced).

Specific tracking of individual customers entering and leaving a store could be done by the addition of a Radio Frequency Identifier (RFID) tag to each shopping trolley or basket. Today all customers coming into or leaving the store already pass by electronic sensors to avoid theft, so it would be simple to add a detector for the RFID tag at entry and checkout. Using classic RFID tracking each trolley or basket would be checked on entry and exit and the predicted check out capacity can thus be measured and adjusted to changes in demand in a predictive way so as to maximise customer satisfaction given the human and physical resources available.

This same technology could be used using sensors placed around the store to check customer flow and time spent in each area. This could be very valuable information for a store to improve its layout and measure the efficiency of in store promotions.

The same sensor technology could accurately check the number of people at each check out and the time taken to process these customers.

The cost of RFED chips these days is very little and the detection equipment freely available. The improvement in customer service by being able to adjust plans on a real time basis would bring major benefits in customer satisfaction and revenue for very little outlay.

Claims

Claims 1. A predictive method to minimise check out queues at retail

stores, typically supermarkets, that uses Radio Frequency Identifier (RFID) tags attached to shopping trolleys or baskets and RFID sensors at store entry and check out to measure the volume of customers entering and leaving on a real time basis so that the check out staffing requirements can be predicted accurately.
2. A method using RFED tags and sensors to measure customer flow within the retail stores and the time spent in particular areas of the store.
3. A method using RFID tags and sensors to measure the number of customers queuing at each check out counter.
4. A method using RFID tags and sensors to measure the volume of visits, compared to average store volume, of promotions run in a store.