Long Lines Result in Customer (re)Action

by Craig Thompson

Average queue length and average wait time are good methods to benchmark service levels and general staffing levels, but taken alone, they are not enough to stop attrition due to poor service. In the customer’s experience, the extraordinary is more memorable than the ordinary. Acceptable average wait times and queue lengths can be achieved, yet if the extreme wait times and queue lengths are not reigned in, churn due to poor service will not be impacted.

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