How Queue Management Technologies are Reshaping the Retail and QSR Customer Experience

The act of waiting in line has been likened to a timeless form of torment. In the context of today’s consumers, who are accustomed to immediate gratification due to the influence of online shopping and technological advancements, enduring lengthy queues can be a significant deterrent. This often leads to discontent, exasperation, and a negative perception of the business or service at hand. As contemporary customers’ tolerance for waiting in physical lines wears thin, enterprises, particularly those within the retail and Quick-Service Restaurant (QSR) sectors, are harnessing the potential of queue management technologies to align with these evolving expectations.

Scott Matthews, Head of Retail Analytics at Moving Tactics, a prominent digital signage solutions company based in South Africa, articulates, “Queue Management systems equipped with retail analytics yield substantial advantages for both retailers and Quick-Service Restaurants (QSRs). Within a brick-and-mortar retail setting, these systems enable patrons to acquire a virtual queue number and continue their shopping while awaiting their turn for service. Notably, this eliminates the need for customers to physically stand in line, thereby curtailing the actual time spent waiting. This reduction in perceived wait times significantly enhances the overall shopping experience. It empowers customers to engage in shopping activities while waiting, thereby increasing their shopping cart size. Furthermore, the collection of customer behavioral data, combined with other essential queue metrics, can be harnessed to incentivise staff, refine store operations, and achieve business objectives.”

“In the context of Quick-Service Restaurants (QSRs),” Matthews elaborates, “Queue Management systems integrated with real-time data analytics play a pivotal role. These systems aid QSR establishments in pinpointing bottlenecks, optimising resource allocation, and diminishing customer wait times. Additionally, they encourage higher order placement during peak periods by offering customers the option to schedule later pickups, subsequently elevating customer contentment. Moreover, by monitoring average waiting and service times per order, these systems provide a potent tool for management to motivate staff to reduce these timeframes. This leads to shorter customer wait times, an enhanced customer journey, and heightened operational efficiency in transaction processing throughout the day.”

By harnessing the capabilities of Queue Management systems, retailers and QSRs can proactively outpace their competitors, surpass customer anticipations, foster loyalty, and stimulate recurrent patronage.

To delve deeper into Moving Tactics’ tailor-made Queue Management solutions, please visit this link.

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