Make It a Single-Line Queue [Video]

Retailers have been told a single-line queue is better for their business, but it can be difficult to visualize how this arrangement could be an improvement over a multiple-line queue setup which appears to accommodate a greater number of customers. Appearances can be deceiving, so we’ve illustrated the difference. This video breaks down the multiple-line, multiple-server arrangement and compares it to the single-line, multiple-server configuration. You can see exactly how a single-line queue can cut wait times and increase customer satisfaction.

As this video demonstrates, the single-line queue reduces the time a customer has to spend in the checkout process, including service time and the time they must spend waiting. In our example, minimum and maximum wait times—from one minute to eight minutes—are the same for both multiple-line and single-line queues. The major difference, however, is the probability of a customer spending the maximum amount of time in a single-line queue is only 16.7 percent compared to the 33.3 percent probability of waiting the max time in a multiple-line queue configuration. The single-line queue greatly decreases the odds that a customer will spend the maximum time in the checkout process. With more people spending less time at checkout, average wait times dramatically decrease—and that can only lead to happier customers and fewer lost sales. And this is why we say, “Make it a single!”