Queue Management Technology Improves Waiting in Line

Waiting in Line Drives Most People Crazy!

Gretchen Rubin, writing in Psychology Today, teIls us, “I’m a very impatient person. Waiting in a slow moving line is one of those very small, maddening aspects of life that drives me crazy.”

Most of us can relate to that thought!

She adds, “However, when I learned more about the experience, it became more interesting to me.”

Yet, It’s Not the Actual Waiting Time

Rubin mentions a David Maister paper, The Psychology of Waiting Lines and notes, “the actual time we’re waiting may have little relationship to how long that wait feels.”

Queuing systems can help make the wait feel not as bad.  We’re talking about adding technology to locations that generate lines.

1. Distraction helps: unoccupied time seems longer than occupied time. Technology can add music or digital signage to the checkout process. Or, retail locations can stock products available for sale. Added benefit: additional sales!
2. Anxiety makes the wait seem longer: When waiting in line, there’s nothing worse than thinking you’re in the wrong line and others are moving faster!
3. Unfair waits are longer than equitable waits: That’s why a single serpentine line is viewed as the most effective. Everyone is treated in order and we see the order!
4. People want to get started: even a few steps feels like progress, in other words!

Queue Management Brings Technology Tools to Lines

Technology provides many of the tools necessary to manage lines. CPS’ QuikLine queue management solution is a call-forward system that uses both digital and audio notifications.  Simply put: QuikLine directs people to check-out registers via large monitors and verbal messages. QuikLine is integrated with Point of Sale systems. Integration means calls are made within a pre-configured amount of time after a transaction is completed.  While many see  serpentine lines as the most equitable, QuikLine supports single or multiple lines.