Footfall and queuing analytics systems are fantastic – even transforming how we service customers. With highly accurate people counts, real-time alerts, and so much more, analytics systems now include powerful tools to better understand what customers are doing in order to meet their needs moment to moment. But do these tools really help you meet your customers’ needs accurately? How do you know? If you’re not including the customers in the conversation, you may need to revise your strategy.
Technology can provide data, even highly useful data. With today’s queue management technology solutions, managers are able to track and react to the KPIs they believe are important. But what if customers disagree about which measures make a difference? How many people are circulating through the queue may be a helpful measurement to management, but it’s less valuable if what people care about most is what they feel while they wait.