![]() ![]() Staff members take breaks at peak traffic hours, reducing capacity just when it matters most.The trick is to deeply understand the details behind your operations and the drivers of your queues. The simple answer is that there is a mismatch between customer demand and the resources available to serve them, which can cause queues to get longer as demand exceeds resource capacity. In short, long waiting times are costing you sales, and you need to do something about it. £5.6 billion lost due to customers leaving.£6.4 billion was lost by retailers to their competitors.Research released by Adyen found that long queues are among the chief contributors to lost store revenue, costing retailers up to £12 billion each year in sales losses: Whereas for companies, it’s all about lost revenue. For customers, long queues mean a waste of time. Queues don’t particularly have a price tag, but that doesn’t mean that they don’t come at a cost to companies. 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.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.” Slow-moving lines not only cause shopper frustration but may also affect brand loyalty: The ability to complete a purchase quickly has a significant effect on how customers view a brand. 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 minutesĮven 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 report shows that the longer the average waiting time spent in lines, the shorter the customers’ patience: How Long Queues Affect Customer BehaviorĪccording to a report titled “ How Long Does It Take to Lose Your Customer,” the average Brit spends 1 year, 2 weeks, and 1 day of their lives stuck in store queues. We explore how your business can benefit from a queue management software. In this article, we put a monetary value on long customer queues and waiting times to determine how they impact revenue and customer loyalty. Research by Adyen found that long queues are among the chief contributors to lost store revenue, costing retailers up to £12 billion each year in sales losses. Nobody likes to wait in line, and there’s something that’s rarely discussed about queues - their huge cost. There’s no arguing that long queues suck.
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