Mobile ordering helps Chester Zoo grow basket size and total spend

Bigger baskets, happier guests & quality service

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 KPOS system with their mobile app to deliver a smooth, reliable experience from order to pickup.

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:

52%

Increase in average transaction value

49%

Increase in year-on-year F&B revenue

“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 Roberts,
Food & Beverage General Manager, Chester Zoo

A connected guest journey for digitally native guests

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:

“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.”

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.”

High engagement, lasting impact

Beyond boosting F&B performance, the new app has enhanced every stage of the guest journey:

4.8

Star average app store rating

65%

Of guests leave positive feedback

91%

Of registered users consent to marketing

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 visitors 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 Petty,
Head of Digital Transformation, Chester Zoo

A trusted partner in transformation

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 and collaborate, to deliver a solution that’s tailored to us. 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.”