Good queue design essential for customer happiness in a busy store

Queues – how long are you expecting to wait?

Everybody has a general benchmark as to how long they think a queue will last. For example, you know that a queue at immigration will take forever; the bank will probably take a similar period of time and the post office could take much longer. On the shorter side of things, the cash-point should only take a few moments and the traffic lights will change any second – don’t even bother taking it out of gear.

Feeling cheated when someone jumps the queue ahead of you

Do you remember the last time you were in a packed pub, trying your best to catch the barman’s attention? All you want is a couple of drinks and you don’t want to miss out on the banter back at the table. You eye up the opposition and after much jostling, sharp elbows and dagger looks, you finally look the barman in the eye, get the nod and know you are next. At this point you relax a little, knowing you have claimed your place in the world.

Even so, you are slightly on edge as you see your predecessor’s money disappear into the till, your neck is out like a giraffe and the barman looks up; only to turn the other way and deal with much later arriving member of the opposition. Look at the smirk on their face! Feel the anger rise up inside of you. You feel cheated, wronged and have a distinct prejudice against both the barman and the sly queue jumper.