Poor queue management costs you revenue: long queues are costing retailers up to £12 billion each year in potential sales losses.Ineffective queue management causes conflicts: 27% of consumers get annoyed by fellow shoppers when queuing, with 19% of shoppers having had an argument with a partner or friend in a queue.Bad queue management puts you at a competitive disadvantage: 74% of your customers would shop in a competitor’s store if the queue time there appears to be quicker.In fact, let’s give you a taste of what you’re in for if queue management that you implement is not up to the task: You’ll probably agree with the first half, as it is largely self-evident, but what about that last part: staff productivity? Improved by queue management?īelieve it or not, that’s one of the many side-effects effective queue management can have on your business and employees. Queue management is the process of managing waiting lines and customer flow for the purpose of improving customer experience and service staff productivity. We’re not going to bore you with historical details - you can read the history of queues and queue management in our article here - so let’s get straight to business. Let’s review what these companies are doing wrong and, more importantly, what you can do right when it comes to queue management.
Which makes it that more surprising that managing waiting experience is something that many companies still struggle with. Waiting has become a significant, almost inevitable part of our lives. Building Great Queue Management: A Step-by-Step Guide for Any Business
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