Customer Wait Times: Ideas to Make the Wait More Pleasant

Aug 19, 2009 by Confero Inc.

The Wall Street Journal’s Carl Bialik (“The Numbers Guy”) talked with our own Rob Barry, along with other experts, about the customer view of time spent waiting in line.

Rob knows a thing or two about wait times. He has worked with our grocery store clients to measure customer experience for the past six (6) years. As Rob stated to Carl, “Grocery stores are focusing more on quickness of checkout probably than ever before. Society has created an environment where everyone is in a hurry.”

In his August 18, 2009 blog The Waiting Game, Bialik digs into the art, science and numbers behind “queuing”, “standing in line” and “standing on line”.

Is customer waiting time about math or perception…or both? Thanks, Carl, for a fascinating look at waiting!

Click here to read Carl’s blog.

Tagged: mystery shopping, mystery shopper, confero, customer experience, customer experience research, mspa, grocery mystery shopping