2015 State of Waiting Line Management Report

May 06, 2015Perry Kuklin

We are pleased to announce the official release of the 2015 State of Waiting Line Management study. The report highlights findings on what businesses are doing to manage their waiting lines and improve customer service. The 2015 State of Waiting Line Management report offers unique insight into the queuing practices of 125 companies representing over a dozen different industries. It delves into how these companies approach merchandising, manage productivity, and improve customer satisfaction in the queue and how they plan to change in the months ahead. Key findings include:

  • More than 70% of retailers in the study utilize a single line queue. Among non-retail industry respondents, approximately 50% utilize a single line queue. Tweet this!
  • Almost 20% of respondents use electronic queuing. Tweet this!
  • Nearly 18% of all respondents use technology to monitor customer wait times, queue length, or other KPIs in their waiting lines. Tweet this!
  • Just 35% of respondents believe customers are happy with their company’s waiting line experience. Tweet this!
  • 60% of respondents say they’ll likely or very likely consider a mobile waiting line app in the next 3 to 5 years. Tweet this!

For more information and to download a complimentary copy of the full report visit: /en/resources-detail/2015-waiting-line-management.

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