The Time for You Till is a designated till that works at a slower rate, allowing people to pack their shopping and put away their change at their own speed, have a chat, or ask questions. Staff on the till were given Age-Friendly training, to help them understand the needs of older people and those with disabilities and mobility problems.
The till was trialed for a week. People called it a ‘brilliant idea’, and said it was ‘reassuring’ to know that the till was there.
During the pilot week, Tesco reported an increase in customer satisfaction from 57% to 63%. Staff found the training useful too, saying it helped them better understand their customers, what they need, and what might affect them when they're shopping. One staff member said it was a ‘good insight into what some of our customers may experience.’
Since the pilot, Tesco have taken on some feedback from customers – for example, making the signage clearer, so people find it easier to know which is the Time for You Till, and ensuring that every staff member who works on the till has received the training.
Phyllis Cave, one of the early advocates for the idea, says that the till makes a real difference. ‘The Time for You till means that I will be able to shop knowing that when I get to the checkout struggling to pack my bags and taking longer putting away my change, I will not feel stressed because I'm holding others up.’
In May 2018, the Time for You Till was launched permanently: it’s now open 9am-5pm, 7 days a week, at checkout number 18.