The time it takes for [parties] to get to the hostess stand after they are summoned is just over a minute, on average. I can’t find people sitting at the bar that fast!— Suzanne Perry, Owner, Datz
Not only does QLess drastically reduce your customers’ perceived wait times, it can also reduce their actual wait times. The first stage of QLess’ unique two-stage mobile summoning ensures that customers are on-site and ready to be served in a timely manner. The second stage gets their attention by sending a text message or a phone call to their cell phone letting them know which employee is ready to serve them. This two-stage mobile summoning has been proven to deliver customers to employees faster, so that less time is wasted waiting on the customer, and your overall throughput will be increased.
A recent QLess case study at the Independence, MO Vehicle License Office over a period of 30 days found that customers who chose to take a printed paper ticket from QLess Kiosk, and then wait in the lobby, took an average of 35 seconds from the time they were summoned by the employee through audible and visual alerts in QLess Monitor until the time that they showed up at the employee’s station. Customers who elected to use QLess Mobile Queueing received text messages or voice calls letting them know when they were about 10 minutes from being summoned, and another one once they were summoned, directing them to the proper station. Those cell phone customers took an average of 23 seconds to arrive at the employee’s station.
While a difference of 12 seconds may not sound like a lot, keep in mind that the effect is cumulative. If there are 20 customers waiting in line, and they each move 12 seconds faster on average, that shaves 4 minutes off of the total wait time of the last customer in line. In the case of the Independence License Office, this improvement resulted in a 2.5% shorter wait time for the average customer.