ZSL London Zoo has been helped in taming visitor waiting times by a new queue management system

ZSL London Zoo has been helped in taming visitor waiting times by a new queue management system

The company has completed a rolling programme of installing a range of products, from specialist Tensator, which included a lucrative in-queue merchandising system that has seen a 100% increase in overall sales, with like-for-like products up by approximately 30%.

The installation also comprises of an eQ single line queuing media call-forward system with outdoor LCD screens and associated media, alongside more than 60 stainless steel webbing posts, with plain and customised webbing, complete with the Zoo’s branding and directional signage.

Harnessing the dwell-time opportunity

Management at ZSL London Zoo called in Tensator, also known for inventing the Tensabarrier – the world’s first retractable post – to recommend solutions to assist in controlling queues at the main entrance and provide opportunities to increase impulse sales in the gift shop.

Julian Green, head of retail and admissions at the Zoo, said: “Since incorporating queue management systems at the entrance and in the gift shop, waiting times have been reduced, meaning the customer experience is further enhanced.

“In the gift shop, not only have we seen an improvement in efficiency, but we have also noted that the merchandising options have increased sales as people wait to pay for their goods.”

The eQ Single Line LCD Media Call Forward System not only helps to direct visitors to specific kiosk points at the entrance, but also provides a suite of management reporting tools enabling analysis of service efficiency and resource planning.