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Customers demand retailers cut down queues

Some 76% of UK shoppers say retailers should be doing more to reduce queues in busy periods, according to a new study from Box Technologies and Intel.

Despite innovations, such as self-service tills and fast track self-scanning devices, supermarkets were deemed to have the most work to do in terms of cutting down queues, followed by fashion retailers and DIY stores. The findings were published in the 'How Long Does it Take to Lose Your Customer?' report, which also indicated that 41% of UK shoppers would reconsider a purchase due to queuing times.

The study suggests that the average Briton now spends one year, two weeks and a day of their lives stuck in shop queues, with UK shoppers apparently viewing a nine-minute queue long enough to make them reconsider a purchase.

Box Technologies and Intel argue that enabling staff to use mobile technology and step out from behind the traditional till counter to queue bust can improve the customer experience and speed up transactions. Techniques like taking customer payments on tablets have multiple benefits, they argue.

Retailers such as Burberry and Virgin Media use tablet devices to interact with customers in their stores.

Raj Parmar, head of mobile solutions at Box Technologies, said: "Today's shopper increasingly expects service to be instantaneous and, as a predominant cause of abandoned purchases, retailers can't afford to ignore the cost – both to revenues and the impact on brand loyalty – of lengthy queues in-store. 

"Armed with mobile point of sale devices, store staff are empowered to speed up the process, by taking the full functionality of a till to where the customer wants to shop and pay."

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Box Technologies


'How Long Does it Take to Lose Your Customer?' report