Chester Zoo’s average order, up 52%
The UK’s most visited zoo increased average transaction value by 52% after adding mobile food ordering to their mobile app.
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Bigger baskets, happier guests & quality service
Chester Zoo is the UK’s most visited zoo, welcoming over two million guests a year to its 130-acre site. In 2022, the zoo launched its new app, introducing digital maps, points of interest, and navigation to help guests explore with ease. Following the success of the launch, the commercial team added mobile food ordering and native purchasing in 2024.
Before launching mobile ordering, guests often faced long queues at food outlets, especially during peak times. Today, that’s completely changed. Working with our partners at Cinchio Solutions, we connected the zoo’s mobile app to a multi-screen kitchen management system, which has increased operational efficiency, accuracy and speed of delivery.
Over 2 millionguests a year to its 130-acre site
52%
Increase in average transaction value
Guests can now browse menus, place orders, and collect food from their own device, freeing up staff to focus on quality and service. The results speak for themselves.
“The app has made our team much more efficient. We have several restaurants, and the ones that we’ve utilised food ordering in have seen a huge improvement in order satisfaction, staff planning and service levels. The app means that we don’t have to deal with long queues any more, and can instead focus on ensuring all of our guests have a great dining experience.”
Jamie RobertsFood & Beverage General Manager, Chester Zoo
A connected guest journey
Long queues for lunch are just another source of frustration for guests who expect a seamless, stress-free day out. Recognising this, Head of Digital Transformation, Jon Petty, is focused on removing friction across the guest journey and giving guests the tools they need to make the most of their day:
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09:05Saturday 14 June
Start your day right!Enjoy a breakfast at Bembe Kitchen until 11:30am. Set yourself up for the day with us.
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MorningStart your day right
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ExploringDigital maps and navigation
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At the habitatsPoints of interest
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LunchtimeBrowse menus and place orders
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After the visitFeedback and returner offers
“At Chester Zoo, we understand that the journey for our guests starts well before they arrive and continues long after they leave. They expect digital touchpoints that support their physical experience on-site. The app is central to us delivering that for them.”
Jon PettyHead of Digital Transformation, Chester ZooA trusted partner in transformation
Before Attractions.io, Chester Zoo experimented with a custom app that was built internally, but the team quickly realised it lacked the features, stability, support and insight needed to support their vision. With Attractions.io, they gained a platform purpose-built for attractions and backed by a team with a deep understanding of the industry.
“The old app wasn’t sustainable and needed constant maintenance,” Jon explains. “Attractions.io stood out because they listened to our needs, reduced the resource we needed to manage our app and helped us develop an experience that truly works for our guests.”
We’re proud to have won Sector Support Partnership of the Year at the Cultural Enterprise Awards for our transformative partnership with Cinchio at Chester Zoo.
For the team at Chester Zoo, their mobile app has been a catalyst for smoother operations, happier guests, and stronger results. And at every step, we’ve been there to support their vision.
“I absolutely recommend Attractions.io. They listen, they collaborate, and they deliver a solution that’s tailored to the operator. The support and insight that we get on the attractions industry, directly from Attractions.io, has been invaluable in our growth as a digital organisation.”
Jon PettyHead of Digital Transformation, Chester Zoo
High engagement, lasting impact
- 49%increase in year-on-year F&B revenue
- 4.8average App Store rating
- 91%of guests leave positive feedback
- 65%of registered users consent to marketing
Beyond boosting F&B performance, the new app has enhanced every stage of the guest journey.
These results reflect not only user satisfaction but also a growing opportunity to engage guests after their visit. Through the app, Chester Zoo collects feedback, shares stories about its conservation work, and reconnects with past guests through exclusive returner offers.
“We now share updates and conservation messages with guests well beyond their first visit. The ongoing connection is key to driving our mission and fundraising forward.”
Jon PettyHead of Digital Transformation, Chester ZooMore customer stories
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Improving the guest experience and increasing on-site spend can go hand in hand. Book a demo to see how Attractions.io can help your attraction achieve both.
