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CISCO* studies show that 52% of customers prefer self-service systems, even more going for stores where the lines aren’t as long.
For many chains, having around three people in line at any given time is the norm. It’s when the number starts to break that threshold for a cash register or some other important location in the store that something needs to be done.
Of course, business owners know what happens next: you open another register, you incentivize your cashiers, and you hook up new bar code scanners.