Queue management refers to the process of managing waiting lines or queues for service. It involves organizing customers in a systematic manner to ensure that they are served in a timely and efficient manner.
Queue management is essential for businesses and organizations that deal with a large number of customers on a regular basis.
In this blog post, we will present queue management statistics to help you better understand the importance of queue management and how it can impact your business.
Key Queue Management Statistics 2023 – MY Choice
- Customers don’t prefer to wait more than four minutes, according to 59% of them
- Only 25% of people would wait two minutes
- 73% of customers quit the purchase if they have to wait longer than 5 minutes.
- Fast-moving lines are important for a better customer experience, according to 83 percent of consumers
- 56% believe that speedy payment and reduced queueing have a positive impact on consumer opinions of a brand
- 76 % believe retailers should do more to eliminate peak-hour lines
- 77 percent of Brits believe that waiting in line for more than 5 minutes to make a purchase is unfair
- Long lines are costing merchants roughly £12 billion in sales losses every year
- Increasing the length of queues would only diminish the likelihood of purchases
- The average person overestimates their waiting time by 36%
- Digital signs reduce the customer’s perceived wait times by 35%
- Nearly, 50% still say they would wait in queue despite getting annoyed
- Customer satisfaction is influenced more by perceived wait times than actual wait times
- Watching digital instructions made 84 percent of grocery consumers’ checkout procedures less stressful
- Customers waiting in queues often feel other queues moving faster than those
- When a wait exceeds 3 minutes, the perceived wait time increases as each minute passes, causing customer frustration
- Just 77 percent of customers are OK with the lengthy queues
- Queues and long wait times in stores cost retailers 10% of their revenue
- According to reports, 89 percent of Singapore shoppers had walked out of the stores due to long queues.
- A total of 27% bought a similar product from a different shop
- 34 percent said they would not buy the product again
Queue Management Stats
- According to a report by MarketsandMarkets, the global queue management system market size is expected to grow from USD 0.5 billion in 2020 to USD 0.6 billion by 2025, at a Compound Annual Growth Rate (CAGR) of 4.0% during the forecast period.
- The retail sector holds the largest market share of queue management systems, followed by the healthcare and government sectors.
- The most significant benefit of a queue management system is reducing waiting times, with an average reduction of 35% reported by businesses.
- The adoption of queue management systems has led to a 25% increase in customer satisfaction.
- The integration of queue management systems with other technologies such as digital signage and virtual queuing has led to a 40% reduction in perceived wait times by customers.
How long we wait: average wait times stats
|Americans’ annual waiting time in line||37 billion hours|
|Average waiting time for a Brit in shop queues||One year, two weeks and a day|
|Customers’ maximum waiting time tolerance||25% would wait a maximum of two minutes.|
|59% would wait no longer than four minutes.|
|73% would abandon their purchase if they had to queue for more than five minutes.|
|Customers’ opinions on queue management||83% of shoppers consider fast moving queues an essential part of the customer experience.|
|76% say stores should be doing more to reduce queues in busy periods.|
|56% of consumers say fast payment and reduced queuing is critical to “positively influencing their perception of a retail brand”.|
|Average queuing time per shopping trip||20.2 minutes|
Importance of Queue Management
- Poor queue management can lead to lost revenue for businesses.
- Queue management can help to improve customer satisfaction levels.
- Effective queue management can reduce waiting times for customers.
- Queue management can improve overall customer experience.
- Effective queue management can increase the number of customers served per day.
- Queue management can help to reduce customer complaints.
- Queue management can improve staff efficiency and productivity.
- Effective queue management can help to reduce stress levels for both customers and staff.
Psychological and emotional effects of waiting on customers
|Shoppers’ perception of queuing||Over 75% of shoppers say that queuing to pay for a product is the worst part of the in-store experience.|
|Psychological and emotional effects of queuing||27% of consumers get annoyed by fellow shoppers when queuing.|
|19% of shoppers have even had an argument with a partner or friend in a queue.|
|Nearly 50% of customers will wait in a queue despite feeling irritated.|
|Impact of perceived wait time on customer satisfaction||Perceived duration of waiting has a bigger impact on consumer satisfaction than the actual wait time.|
|Once a wait lasts longer than three minutes, the perceived wait time multiplies with each passing minute. After five minutes, the perceived wait time is doubled.|
|People overestimate their wait time by around 36%.|
|Impact of digital signs on perceived wait time||84% of grocery store shoppers reported that watching digital signs made checking out far less daunting.|
|Perceived wait time is reduced as much as 35% by digital signs.|
|Illusory correlation||Queuers often feel that the other queue moves faster than theirs. We call such non-existent relationships between two variables illusory correlation.|
Queue Management Technology
- Queue management systems can help to streamline the queue management process.
- Digital signage can be used to inform customers of their position in the queue.
- Self-service kiosks can be used to speed up the check-in process.
- Mobile apps can be used to allow customers to join queues remotely.
- Automated ticketing systems can help to reduce the need for staff intervention.
- Virtual queuing systems can allow customers to wait for their turn remotely.
- Digital displays can provide real-time updates on waiting times and queue lengths.
- Automated voice messages can inform customers of their position in the queue.
How queue management impacts revenue and sales
Table 1: Impact of Long Queues on Sales and Revenue
|Metric||Percentage||Amount (in £/year)|
|Brits who avoid stores due to long queues||86%||–|
|Shoppers who would shop in competitor’s store due to long queue||74%||–|
|Likelihood of returning to shop again after long waits||70%||–|
|Lost store revenue due to long queues||–||11.3 billion|
|Estimated lost revenue per day due to long waiting||–||3,581|
|Potential sales losses due to long queues||–||12 billion|
|Lost revenue due to customers going to competitors||–||6.4 billion|
|Lost revenue due to customers leaving or spending less||–||5.6 billion|
Table 2: Consumer Behavior and Attitudes towards Long Queues
|Consumers who have abandoned a purchase due to long queues||66%|
|Consumers who return to complete a purchase after abandoning it||22%|
|Shoppers who left a store due to long queues in Singapore||89%|
|Shoppers who did not attempt to purchase the item again in Singapore||34%|
|Shoppers who purchased a similar item from a different retailer in Singapore||27%|
|Shoppers who leave stores in Hong Kong due to long queues||–|
|Customers who discontinue their purchase journey after leaving stores||26%|
|Shoppers who are satisfied with the length of lines||77%|
Table 3: Consumer Suggestions for Improving the Customer Experience
|Shoppers who suggest offering extra loyalty points for enduring long queues||24%|
|Shoppers who suggest rewarding customers with additional promotions, such as a free cup of coffee||21%|
|Shoppers who suggest a fast track queue for VIP customers during busy periods||10%|
Table 4: Cost of Mismanaged Queues
|Metric||Amount (in $/year)|
|Cost of mismanaged queues in Singapore||1.6 billion|
|Cost of lost revenue in Hong Kong due to shoppers discouraged by long queues||2.35 billion|
Table 5: Impact of Queue Length on Purchase Incidence and Order Size
|Reduction in purchase incidence when increasing queue length from 10 to 15 customers||3%|
|Increase in order size for each person in line ahead of a customer||7 cents|
Queue Management System and Customer Experience
- 75% of customers are likely to leave a business if they experience long wait times.
- 46% of customers said that waiting in line was the most unpleasant part of their shopping experience.
- 83% of customers feel less stressed when they are given an estimated wait time.
- 78% of customers prefer businesses that offer virtual queuing options.
Benefits of Queue Management System for Businesses
- 67% of businesses reported increased customer satisfaction after implementing a queue management system.
- 71% of businesses said that a queue management system helped reduce wait times.
- 80% of businesses reported an increase in staff productivity after implementing a queue management system.
- 62% of businesses said that a queue management system helped increase revenue.
- 56% of businesses said that a queue management system helped improve customer retention.
Technologies Used in Queue Management System
- 53% of businesses use physical signage to direct customers to the correct queue.
- 44% of businesses use digital signage to direct customers to the correct queue.
- 36% of businesses use mobile apps for virtual queuing.
- 27% of businesses use SMS or text messaging for virtual queuing.
- 23% of businesses use kiosks for self-service queue management.
Queue Management in Healthcare Industry
- 32% of patients have left a healthcare provider because of long wait times.
- 92% of patients would prefer to receive an estimated wait time for their appointment.
- 54% of healthcare providers have implemented a virtual queuing system.
- 85% of healthcare providers reported improved patient satisfaction after implementing a queue management system.
- 70% of healthcare providers said that a queue management system helped increase patient flow.
Queue Management in Retail Industry
- 42% of shoppers abandon their purchase due to long wait times.
- 72% of shoppers are willing to wait for up to five minutes in line.
- 66% of retailers have implemented a queue management system.
- 68% of retailers reported increased customer satisfaction after implementing a queue management system.
- 42% of retailers said that a queue management system helped increase revenue.
Queue Management in Hospitality Industry
- 51% of customers will choose to leave a restaurant if there is a long wait.
- 85% of customers prefer to be given an estimated wait time when waiting for a table.
- 61% of restaurants have implemented a queue management system.
- 77% of restaurants reported improved customer satisfaction after implementing a queue management system.
- 43% of restaurants said that a queue management system helped increase revenue.
Queue Management Best Practices
- Use a virtual queuing system to reduce wait times and improve customer satisfaction.
- Provide estimated wait times to reduce customer stress and anxiety.
- Use signage to direct customers to the correct queue.
- Implement a self-service kiosk to help customers join the queue.
- Monitor queue performance and make necessary changes to improve efficiency.
Waiting and healthcare: average numbers, consequences and complaints
Table 1: Average waiting time and its impact on patients and healthcare providers
|Average waiting time||18 minutes, 35 seconds|
|Wait time for 5-star physicians||12 minutes, 33 seconds|
|Wait time for 1-star physicians||33 minutes, 4 seconds|
|Importance of wait time to patients||84% say it is somewhat or very important to quality patient experience|
|Patients leaving or changing providers due to long wait times||30% leave before seeing the doctor; 20% change healthcare providers altogether|
|Increased risk of stroke for patients aged 70 to 74 with longer wait times||Almost 10%|
|Patient frustration with wait times||43% feel frustrated when wait times hit the 20-minute mark|
|Physicians’ observation of wait times||More than half say patients often experience wait times longer than 20 minutes|
|Physicians’ awareness of negative patient feedback||61% have heard negative feedback from their patients regarding wait times|
|Impact of wait times on patient retention||63% of physicians believe wait times have “no impact” or “minimal impact” on their ability to retain patients|
|Physicians who report “no impact at all” on patient retention||12%|
|Physicians who report “minimal impact” on patient retention||51%|
Table 2: Causes and consequences of long wait times in healthcare
|Causes of long wait times in healthcare||%|
|Patients arriving late||64%|
|Unexpected patient-related issues||61%|
|Patient reactions to long wait times||percentage|
|Warning others against provider||24%|
|Leaving without seeing the doctor||22%|
|Rating provider poorly in survey||17%|
|Writing critical review of provider||14%|
|Strategies for minimizing wait times suggested by patients||percentage|
|Notification of wait time in advance||83%|
|Apology from provider for duration of wait||64%|
|TV in waiting room||56%|
|Free WiFi in the lobby||67%|
|Complimentary snacks and beverages||69%|
|Free reading materials in the waiting room||49%|
Table 3: Long wait times in different countries
|Canada||47 to 229 minutes (actual waiting time from triage to doctor’s initial assessment)|
|China||Average wait time for registration was 98 minutes; some patients waited as many as 13.5 hours to ensure registration with a certain doctor|
|US||61% of patients waited 90 to 180 minutes in the outpatient department; 36.1% spent less than 5 minutes with the doctor in the consulting room|
Queue Management Facts:
- In a study conducted by Qminder, 69% of customers believe that waiting in line is the most stressful part of the shopping experience.
- A survey conducted by NCR Corporation found that 68% of customers would choose to shop at a store with a queue management system over a store without one.
- Queue management systems have been shown to increase the productivity of staff, with an average increase of 22%.
- The use of virtual queuing systems has led to a 20% increase in revenue for businesses.
- A study conducted by Lavi Industries found that 88% of customers would be more likely to return to a business that had a queue management system in place.
How long we wait in banks
Table 1: Average Bank Queue Time
|Average bank queue time||More than 20 min, up to 40 min|
Table 2: Average Time Spent Waiting in Bank Lobby
|Average time spent waiting in bank lobby||5 min 8 sec (8% increase from 4 min 46 sec)|
Table 3: Bank Branch Visits in America
|Americans who hadn’t visited a bank branch in over a year||More than a fifth (20%)|
|Americans who hadn’t visited a bank branch in the past week||70%|
Waiting in restaurants
|Average wait time before being seated at a restaurant in the US||23 minutes|
|Percentage of restaurants with wait time periods||93%|
|Percentage of restaurants reporting longer wait times||30%|
|Average wait time per party||23 minutes|
|Percentage of customers waiting more than 30 minutes||30%|
|Percentage of customers waiting longer than 40 minutes||8%|
|Revenue increase without waiting||Nearly 15%|
|Average time restaurants have wait lists per week||6.6 hours|
|Average time parties wait for a table||Nearly 30 minutes|
Queue Management Trends:
- The integration of queue management systems with other technologies such as Artificial Intelligence (AI) and Machine Learning (ML) is becoming more common.
- The use of virtual queuing systems is increasing, allowing customers to join a queue remotely and receive notifications when it is their turn.
- The use of mobile apps to manage customer flow is also becoming more popular.
- The adoption of cloud-based queue management systems is increasing, allowing businesses to access their data from anywhere.
- The use of data analytics to optimize customer flow is becoming more widespread.
Queue Management Adoption:
- The adoption of queue management systems is highest in the retail sector, followed by the healthcare and government sectors.
- Small and medium-sized businesses are increasingly adopting queue management systems to improve their customer flow.
- The adoption of virtual queuing systems is increasing, particularly in the hospitality and entertainment sectors.
- Cloud-based queue management systems are becoming more popular, particularly among businesses that operate across multiple locations.
- The adoption of queue management systems is expected to increase as businesses continue to prioritize customer experience.
Queue management is crucial for businesses that want to improve customer satisfaction, increase revenue, and improve staff productivity.
With the right queue management system in place, businesses can provide a seamless and stress-free experience for their customers.
By following best practices and utilizing the latest technologies, businesses can optimize their queue management systems and create a positive customer experience.