Morrisons has introduced infra-red technology at some of its stores in an effort to improve in-store staff management by monitoring customer behaviour.
The technology works by counting the number of shoppers that enter the store through a number of infra-red detectors mounted over checkout lanes.
The information is then passed onto a system which calculates and displays the average queue length, average waiting time and overall store checkout performance in real-time.
The supermarket chain has trialled the technology in five of its stores and is now planning to use the Irisys-provided customer monitoring system across its entire UK network .
According to the retailer, business benefits of the system so far include a “significant” reduction in customer waiting time and improved cashier utilisation as queue information helps management to improve the efficiency of staff deployment.
Morrisons also expects the tool to improve customer service as it allows store managers to anticipate busy or slow periods over four to six weeks in advance and plan staff rosters accordingly.
Sylvia Jones, head of retail operations at Morrisons, explained: “The investment in the latest technology is part of our strategy to continue to be not only a leader in terms of value for money, but also in the delivery of exceptional service and real benefits to our customers.”
“By investing in this innovative solution we aim to deliver real benefits to all our customers in as cost-effective a manner as possible.”
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