[INFOGRAPHIC] The Case for Single Line Queuing

August 28, 2012Perry Kuklin

According to some estimates, Americans spend roughly 912 days waiting in line over the course of a lifetime. But that’s not the worst news. Rather, it’s the feelings of stress, boredom, and frustration that make waiting in line a real drag. After all, there’s nothing your customers would rather be doing than NOT standing around waiting. 

It takes time to serve a customer and without having people in line most businesses would be out of business, so those waiting lines aren’t going away any time soon. But we sure can make them shorter, more productive, and more enjoyable. How? Experts will tell you that probably the single biggest factor driving a customer’s waiting line experience is how they perceive the fairness of the line. First-come, first-served is the universal line of fairness. Stray from this approach and you better be darn sure you have a good explanation. 

We’ve done a lot of studying on queuing and we can say, without a doubt, the single most important thing you can do to instill a sense of fairness in your waiting line system is to go with a single line queue.  But that’s not all, a single line queue will improve service efficiency, shorten actual wait times, and lead to greater customer satisfaction. Our latest infographic tells all… or rather, it shows all.

single line queue management  

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