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Is self-serve the answer to the six minute queue dilemma?

manual call forward queuing

British retailers have been given another reminder of the importance of good queue management, with research showing that consumers will only wait in line for up to six minutes.

A survey of 1,344 people has revealed that the average shopper will wait for no longer than 5 minutes and 54 seconds before throwing in the towel and leaving the store without buying the goods they intended to purchase.

Another alarming stat for retailers is that more than 50 per cent of those questioned said they had never returned to a store where they had been made to wait in a long queue.

Of course, many retailers see self-service tills as the answer to this ever decreasing queue tolerance, but do consumers agree? Here at Tensator, we’re currently conducting a survey of our own to find out what shoppers really think of the self-serve experience. If you have a spare two minutes, you can share your views and take the survey by clicking here.

4 benefits of queue management systems

Having good queue management procedures in place can make a real difference to any customer-facing environment. There are obvious benefits of queue management systems; such as keeping queues organised, then other secondary benefits such as improving customer loyalty. Read on to find out about 4 key perks of putting customer waiting line management systems in […]

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The importance of queuing systems

In a customer-facing environment, effective queue management procedures are crucial. The importance of queuing systems is two-fold. From an operational perspective, poor queuing systems can lead to a drop in productivity from staff as they spend time trying to organise the queue. From a monetary perspective, if customers decide to leave the queue, or are […]

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