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Queue Management blog

Single vs. Multiple Queues – Which one is best for you?

Posted by Lorie Fontaine Demski on Jun 6, 2018 11:45:00 AM

There have been multiple studies comparing the efficiency of a using a single line (think of a bank queue) versus multiple lines (think of most grocery stores) for checkout. Simulations tend to make a variety of assumptions, such as cashier speed and arrival rates, indicate a single queue is faster and more effectively utilizes the cashiers.  

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Topics: checkouts queuing, front end, Shopping Trends, faster checkout, Queue Intelligence, Supermarket operations, Retail Intelligence

Do retailers overspend to deliver their service promises?

Posted by Lorie Fontaine Demski on Oct 29, 2015 12:21:11 PM

Do retailers overspend to deliver their service promises?

How Queue Intelligence can help retailers identify and deliver their service promise

Every other week from now through the end of the year, we’ll be posting a series of articles about queue management and the value it can bring to your business. In this, the second article in the series, we discuss the steps required to determine and deliver on your service promise. 

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Topics: Supermarket Technology, checkouts queuing, Retail, supermarkets, Customer Service

How long will retail customers wait (and what you can do to help)?

Posted by Richard Strange on Sep 27, 2012 2:12:00 PM

When you have a long line of retail customers in your store it can be both a blessing and a curse. On one hand, it is great that there are many customers, ready to make purchases and improve company revenue. On the other hand, long lines have a tendency to drastically reduce perceived customer satisfaction. It could even mean some potential customers may decide to give up and leave the store before you are able to close the sale. So how can you get the balance right and have a busy store while still improving customer loyalty? It all comes down to how long your customers are willing to wait in the checkout queue. You may be surprised with the answer.

On average, retail consumers believe that 5 to 10 minutes is the maximum acceptable amount of time that they are prepared to wait in a line. If a line appears to be too long, or the time limit has been exceeded, most customers will make the decision to put their purchases back and walk out the door. In fact, lines that are "too long" are the second most common complaint of consumers against retailers (the first complaint being that members of staff who are "rude"). But why are customers not prepared to wait longer to make a purchase? The answer could lie in increases in the average working week. With more of us working longer than ever before, many are finding that they have less leisure time. Therefore, we are less willing to give up any of that precious time to standing in a long line.

But, using some creative solutions, it is possible to counter potential queue problems before they happen and reduce perceived queuing times. Here are three key factors to consider, when planning on improving a customer’s queuing experience.

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Topics: queuing time, checkouts queuing, Customer Service, retail customers

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