In customer-facing environments, the importance of queue management is three-fold.
From a safety perspective, poor queuing systems can lead to overcrowding and in light of COVID-19, unnecessary contact between customers.
From an operational perspective. If poor queuing systems are in place, staff are more likely to try and manually organise the queue and hence experience a drop in productivity.
From a monetary perspective. If customers decide to leave the queue or are put off from even joining, this leads to a loss in profits. In some instances, a customer will not consider returning to a business that has poor, unmanaged queues.