For customers, long queues mean a waste of time, whereas, for companies, it’s all about lost revenues. Queues don’t particularly have a price tag, but that doesn’t mean that they don’t come at a cost to companies. According to a study by EPSON, 56% of consumers say that fast payment and short queues are critical to “positively influencing their perception of a retail brand.” Poor customer queuing and lost revenue The ability to complete a purchase quickly has a significant effect on how customers view a brand. 70% of shoppers are less likely to return to the same shop if they had experienced long waits in queues.74% of shoppers will go to a competitor’s store if they perceive a faster queue time.Slow-moving lines not only cause shopper frustration but may also affect brand loyalty: The impact of slow-moving queues on brand loyalty 76% say that stores should be doing more to reduce waiting times and shorten queues.83% consider fast-moving queues an integral part of the customer experience.86% of Brits would avoid stores if they perceive the queue to be too long.73% say they would abandon their purchase if they had to wait for more than 5 minutes.Įven UK shoppers who are known for their high tolerance when it comes to queues consider 9 minutes long enough to make them reconsider a purchase and leave without buying:.

59% say they would wait no longer than 4 minutes.25% say they would only wait a maximum of 2 minutes.The longer the average waiting time spent in queues, the shorter the customers’ patience: Understanding the numbersĪccording to a report titled “ How Long Does It Take To Lose Your Customer,” the average Brit spends 1 year, 2 weeks, and a day of their lives stuck in shop queues. In this article, we attempt to put a monetary value on queues and find out how long waiting impacts revenues and customer loyalty. Nobody likes to wait in line, and there’s something that’s rarely discussed about queues - their huge cost.

Queue management system price