We’ve all been there, standing in queue lines that are way too long and just don’t seem to be moving. You stand there wondering how long the line will take and if it’s worth standing in it. Too long of a queue drives customers away and makes it less likely that they will return.
Retailers find themselves trying to combat long queues with a number of different techniques such as increasing the service points available but this isn’t always cost effective. By implementing a people counting sensor and analytics software, such as the Vea analytics reporting platform, retailers will have the data they need to accurately determine the best method to reduce a queue wait time.
Reducing and optimizing queue metrics will decrease wait times and service times, ultimately improving customer satisfaction. It will tell you the number of customers currently waiting for service, how long customers have been waiting for service in a queue and how long a service transaction is.
With a proper queue metrics system in place retailers are able to determine how many people are in line at a given time to determine if it’s necessary to deploy additional service staff. They are also able to determine the average wait times as well as the longest and shortest wait times in a given period. This information can be shared with customers alerting them of expected wait times or shared internally with staff for goal setting metrics.
By measuring how long a customer interacts at the service counter retailers are able to use the average metrics for benchmarketing, goal setting and staff training. Facilities now have the ability to compare queueing times across retail stores and departments helping managers schedule employees for restocking, extra floor support or cashiers. It also provides management with data to support the need of hiring extra staff during specific periods of time such as the holiday season.
Understanding queue metrics data is highly beneficial for retailers, the Vea analytics reporting platform has the capability of reporting metrics data year over year. This allows retailers to see patterns in customer behavior and when high and low periods of traffic will be based off of previously reported data.
Retail management now has the ability to predict when high traffic periods will be so they are able to properly staff sales associates and schedule maintenance during slower periods of the day. Knowing the traffic and queue metrics of a store will create better staffing, better service and ultimately a better customer experience to get your customers coming back time and time again.
See if your store can benefit from a queue metrics system by contacting a member of the SenSource sales team today for a free demo and consultation.
Learn how other retailers are reducing queue wait times in these other articles:
Blurring the Lines Between In-Store and Online Shopping
Forecasting Retail Traffic Patterns
Improve Customer Satisfaction with Queue Metrics