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queue management as an approach used to develop more efficient systems that can reduce customer waiting times or perceived waiting times for service. The aim is to increase both the number of customers that can be served and customer satisfaction with the entire queue experience. The measurement of the queue is achieved by the number of people’s journey through the queue system, this starts from the first point of entering a queue. In the case of a linear queue this is relatively obvious to see but if the queue starts off-line this should be the start point for measurement. The journey is then measured at all points including both abandonment and successful conclusion. By counting how many people enter your queue and their progress the success of a queue systems can be measured. Overlaying the queue performance with your footfall means we can determine other key metrics which are crucial for survival in today’s retail climate – such as conversion rates and ATV (Average Value Transaction) relative to the queue and non-queue customers.