One in Front service, the Tesco move to cut checkout queues, is a good example of a customer- driven initiative. Extensive research and listening to comments made by customers showed that queues were a problem. Now, if there is more than one person in front at the checkout, another till will be opened until all the tills are staffed. We invested in employing more checkout staff and new technology and the result has been a 45% reduction in queues. Customers have noticed the change and are telling us how much they like it.