Do you have a queue management strategy? If not, you could be putting your store in bigger risk than you realize.
Out of the top 10 experiences where people wait, the retail store checkout lines were the second most frustrating only behind having to wait at the hospital, according to NCR Corp.
It’s not the wait time itself that’s so frustrating. It’s the experience of standing in line.
In a robust queue management strategy, your focus is not on reducing the wait time as much as it’s on improving your customer’s experience while standing in a queue. By ignoring the customer’s experience, you’re taking a gamble.