Improve Customer Satisfaction with Queue Metrics

Retailers are constantly looking for ways to decrease wait times and service times in order to improve customer satisfaction. Optimizing queue metrics allows retailers to take action in their own stores and implement new procedures to keep customer traffic flowing.

Queue metrics can answer a number of different questions that arise in a typical retail store.

customer satisfaction with queue metricsHow many customers are waiting for service?

When management sees a long line forming at one of their registers they know it’s not good. In order to resolve the issue they must first understand where the problem originates. Determining how many people are in line at a given time will tell management if they need to deploy additional staff. Additional service staff will cut down customer wait times and improve customer satisfaction.

How long are customers waiting for service in the queue?

Once management knows how many customers are waiting in store lines they naturally need to know how long they have been waiting. Queue metrics helps to determine the average wait time as well as the longest and shortest wait times in a given period. This data can be used in a variance of ways within a store, from alerting customers on the average wait time to utilizing the data internally for goal setting metrics.

How long is a service transaction?

Ultimately the question comes back to, how long is a service transaction taking. By measuring how long a customer interacts at the service counter management is able to intervene on longer transaction times. A number of things could cause a long transaction time from slow running computer systems to extra friendly staff or customers. By understanding service transaction times a retailer is able to start benchmarking data, utilize it for goal setting on within the team or even training the staff on procedural changes.

People counting sensors such as the SenSource ClearCount series and the Vea analytics reporting platform helps retailers to properly gather queue data and analyze it for their specific needs. Implementing just a few changes and optimizing their data will make a huge impact on customer satisfaction ultimately the bottom line.

Contact a member of the SenSource sales team to see which sensor would be best for your scenario and how it can help to efficiently run your store.

See how other retailers are improving customer satisfaction with queue metrics in these articles:

Establishing A Workplace Culture To Improve Consumer Shopping Experiences

Top-Down Approach to Staff Scheduling for Increased Sales and Productivity

The Art of Omni-Channel Data


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