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Tuesday, April 10, 2018
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 tomake 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!