The chart shows hesitation times measured in a large retail store, for a bank of six tills.
- The blue section shows "normal hesitation", where customers take a couple of seconds to realise a till has become free.
- The red section shows longer times, caused by the customer being distracted somehow.
- The grey section shows negative hesitation. The customer sees that a till is just finishing service and starts towards the till before the previous customer has actually finsihed.
The average hesitation for this study was 4.3 seconds, but if the red section is excluded this average drops to 1.5 seconds.