Originally published in 2020, updated in 2025.
Reducing Checkout Times to Improve Customer Loyalty for a Grocery Chain
The Challenge
A regional grocery chain saw longer-than-normal checkout times but lacked concrete data on the cause. Without structured measurement or consistent store reporting, leadership could not tell whether staffing, training, equipment, or bagging support were slowing lines—and potentially hurting customer satisfaction.
The Objective
In this grocery checkout time case study, the grocery store partnered with Confero to:
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Capture a reliable baseline for average checkout time.
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Identify hidden drivers of delay (staffing, training, equipment, bagging assistance).
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Build an action plan to improve speed and the overall guest experience.
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Strengthen loyalty by fixing a critical service moment.
Our Approach
Confero launched a targeted checkout mystery shopping program designed to measure and diagnose the queue experience:
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Custom Survey Design: Captured precise wait-time increments and detailed observations.
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Data Collection: Recorded register/belt functionality, number of baggers, and cashier efficiency.
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Six-Month Analysis: Hundreds of shops created a defensible baseline across stores and dayparts.
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Actionable Insights: Reports highlighted the biggest contributors to delay and prioritized fixes.
The Results
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Clear Baseline: Objective visibility into average checkout times.
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Root-Cause Clarity: Insufficient bagging, register malfunctions, and training gaps flagged for action.
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Data-Driven Decisions: Leadership prioritized staffing adjustments, preventive maintenance, and targeted coaching.
The Success
By addressing the specific drivers of delay, the chain shortened lines, protected customer satisfaction, and lifted loyalty—turning a pain point into a competitive advantage. This was more than a grocery checkout time case study, this was improvement on many fronts.
Key Takeaway
Confero helps grocery retailers improve high-impact service moments with mystery shopping that surfaces root causes and fuels fast action—protecting brands, growing revenue, and strengthening customer loyalty.
👉 Contact Confero to uncover operational bottlenecks and speed up the customer journey.
