Just like we re-assess the effectiveness of our country’s leadership every four years, a healthy queue needs some routine assessment to keep it running its best. Below are some reminders of a few key tasks you should tend to at least every four years.
1. Look for Trends in Customer Feedback
Keeping customers happy over time translates into brand loyalty and client retention. 86% of customers have stopped doing business with a company due to poor service. But only 4% might speak up about it on their own. How do you know if your customers are happy? The simplest answer is: by asking. It’s important over time to keep your finger on the pulse of what your customers are saying, wanting and needing. By asking directly in the form of a survey or other kind of feedback mechanism, your customers will directly inform you about the success of your products and services, information you can compare with corporate KPIs to make sure you’re on track to successfully serve and retain your customers. At least every 4 years it’s important to step back and assess what the data is telling you. Regular, ongoing monitoring of feedback is ideal, however taking a higher level look every few years will give a long-view perspective and help build on what’s working and allow corrective action on anything that’s falling short. If you’re not currently conducting some kind of customer satisfaction survey or customer delight barometer, there’s no time like the present.
2. Create or Update KPIs
What gets measured gets managed. The question is, are you measuring the right things? Are the “right things” different today than they were four years ago? With competition for customers higher than ever, knowing what drives performance is critical and knowing if those KPIs have changes is equally critical. Thinking about queue management, step back and ask yourself what matters to your customers today? The shortest wait times possible? The most personalized service? No wait at all? How about your business? What kind of productivity are you looking for from your service agents? What is the maximum acceptable wait time? Take time out to look at how your queues are keeping pace with your current reality.
3. Check Your Equipment
Just like rotating your tires or changing light bulbs, it’s important to maintain your queue equipment regularly. With current, functional equipment you can ensure a seamless customer experience where the focus remains on the transaction or service. You can expect normal wear and tear on equipment, as well as a constant evolution of the solutions available. By checking regularly, you’ll keep your customers safe and the experience at a level of excellence everyone will be happy about. You want to check that your equipment is withstanding the normal wear and tear of customer use/contact, that the equipment is clean and looking its best, and that the solution itself is the most effective for the desired functionality. Queue management is changing all the time to keep up with how business changes - so don’t let outdated queue equipment be a symptom of falling behind. Keep all stakeholders happy by conducting maintenance checks and updates at regular intervals – at least every four years.
4. Cast Your Vote
This is a voting year, and an historical one at that. Do your part by getting out on voting day and let your voice be heard. For answers to any of your questions about creating or maintaining the highest quality queue experience, reach out to one of our knowledgeable Lavi consultants today.
