Long queues affect a customer’s in-store experience and can hurt sales as frustrated shoppers forgo a purchase or decide not to return. The Occupancy Management Queue monitoring feature enables staff to react in real time to growing queues thereby improving customer experience
The system will also run over the course of a day, provide statistics about queue duration and queue fluctuations for a store over the course of the day, month or year helping to plan layouts, till capacity and staffing levels accordingly.
Statistics on average queue lengths can help you determine how many staff members you should have on certain days and at certain times, leading to better planning and more cost-effective staffing.
You can also set the queue thresholds to prompt the opening of a new line or cash register when the number of people in a line-up exceeds the limit.
The queue management system gives you the information you need to test which measures reduce queues, and which are the most profitable by reporting the following:
- The number of people currently in a queue.
- The queuing time of the last person to leave the queue.
- The number of active service points (for example ticket booths or retail checkouts open).
- The average queuing time. How many people left the queue before reaching the front.
- How many people jumped the queue.
- The average queue length.
- How often more than five (for instance) people were in the queue.
- Daily figures, for example, 95% of people queued for less than 5 minutes.
How does it work?
Overhead CCTV cameras are linked to people counting units. The system updates queue length and current waiting time every minute and shows it on computer screens.
For queuing over a large area, several cameras are connected to together. With our queuing information system, managers can test different strategies to reduce queuing times. As queuing data can be integrated with a POS (point-of-sale) system, retailers can check whether reducing queues not only makes for happier customers but also increases sales.
Companies can compare queuing times across bank branches, retail stores and departments, and help managers plan for when to perform tasks like restocking shelves and when to instead have staff looking after customers. It also provides managers with evidence that they need resources for more staff at busy periods.
Monitoring queues is not just useful for retailers. Airports and public facilities, for example, use video queue monitoring to see how long people are waiting to go through security, and banks improve their service by measuring queue lengths.
Predicting Queues. The number of visitors at different times is often surprisingly constant. A business that is very busy on Friday at 4 o’clock will likely be busy at that time every Friday. With a historic record of footfall and queue lengths throughout the day, businesses can predict when more staff are needed to help customers. On a shorter timescale, knowing how many people entered a store 15 minutes ago makes it easy to predict how long the queues will be.