ONLINE EXCLUSIVE: Tim Hortons’ Implements Video Technology to Decrease Service Time

The result was that a select Tim Hortons’ store saw its storefront service time decrease 30 percent. The study also showed a correlation between increased sales and decreased service times. From Aug. 10 to Sept. 30, service time decreased by 30 percent while sales increased by 17 percent. In high traffic stores such as Tim Hortons, improving service time can increase its capacity to serve more customers. Over time, the tendency will be for customers to develop a preference for the store location with better speed of service, thereby increasing overall sales.