How Electronic Queuing Can Reduce Perceived Wait Time Up to 40%

Last updated: July 30, 2012Perry Kuklin

Much has been written, debated, and researched about planning a more efficient line, in the mathematical sense. Formulas to predict waiting time by factoring in the number of queues, the number of items, number of people in line, average time to completion, and more, can be found in many textbooks. These formulas are relied upon when planning a waiting line system. But real differences can also be made when service providers focus on the feeling one has about the wait time they’re experiencing.

electronic queuing system

“Waiting is frustrating, demoralizing, agonizing, aggravating, annoying, time consuming and incredibly expensive.” This quote from a now famous series of ads from FedEx highlights the undeniable truth about waiting in line. It just plain stinks. So the trick for service providers is to minimize the pain of waiting by making the time actually less and by making it feel less. There’s what’s real then there’s what feels real.  A five minute wait can feel like an eternity or it can whizz by.

One of the best ways to reduce perceived wait time is by keeping people entertained. When people are kept occupied and entertained, their perception of the amount of time spent waiting declines by as much as 40 percent.

Electronic Queuing Systems Provide Entertainment

Electronic queuing gives you the opportunity to entertain and occupy people as they wait in your single line, multiple line, or virtual queue. Most electronic queuing systems allow you to display promotional stills or video between queuing prompts to keep your customers engaged. And industry-leading systems offer centralized command of your digital media displays, enabling the control of a single monitor or hundreds of displays across numerous regions for unified or targeted signage and messaging.

 electronic queue advertisement

  • Banks can use electronic queuing to offer retirement planning advice, promote online banking, or introduce new products.
  • Retailers can use electronic displays to demonstrate the use of products that also happen to be available via in-line merchandising systems.
  • Theatres can promote upcoming new releases or offer special deals at the snack bar.
  • Restaurants can feature interviews with the chef, feature unique ingredients, and promote their current specials.
  • Airlines can display flight information, upgrade benefits, and frequent flyer amenities.

The examples go on and on. With electronic queuing done right, your captive audience will become a captivated audience; hardly registering the time they’ve spent waiting.

Let our public guidance and queuing experts help you select the right electronic queuing system.  Talk to an expert.

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