Keeping Customers Happy -- Even When There are Lines

QuikLine: Keeping Customers Informed with Line Management

Businesses take lines seriously

They have to.  No one wants grumpy customers annoyed about wait times and abandoning their purchase, because of a line.

Automated line management systems are available to make the wait process more efficient.

Typically, a well-designed system will provide a 15-35% improvement from end-to-end.  Everyone likes the idea of less time in line but … reducing a 3 1/2 minute wait by 25 seconds might not register as a significant improvement for the average consumer. It’s still a wait, in other words.

That’s where queuing management comes into play — and it isn’t just about shortening the line.  Queue theory, a 100-year old field of study, has transitioned from the purely mathematical to more of a psychological analysis of lines and their impact.

As a result, line management considers perceived wait time — the psychological component of line management — as just as important as time in line.

There can be up to a 40% decrease in perceived wait time with a good automated line system keeping customers informed about what to expect and both occupied and distracted by marketing and informational messaging.  It’s play-off season; who wouldn’t mind waiting when they knew they’d see the latest game score? Or, learning about Friday night’s free wine tasting!

What’s your business doing to keep your lines moving — and your customers happy?  Take a look at CPS’ QuikLine automated line management solution!