Waiting in Line: Kiosks can shorten both real and perceived wait time

Waiting in Line: Kiosks can shorten both real and perceived wait time

  • Type: Article
  • Author: Laura Boniello Miller
  • Date: May 2014

When customers wait in line (or a queue), a significant cost to customer satisfaction is incurred.  Perceived value and perceived wait time can directly influence customer satisfaction, ultimately impacting their willingness to revisit that retailer.  Decreasing actual wait time increases satisfaction.  Kiosks can help to decrease both perceived wait time and actual wait time.  View the infographic below for other ways to decrease perceived wait time.  

While there are tricks to decreasing perceived wait time, decreasing actual wait time is a slightly more clear process.  Self-service kiosks or additional staffed checkouts are some obvious solutions for decreasing actual wait time. Kiosks can help to decrease perceived wait time by allowing users to better understand what they are waiting for (a kiosk set up to communicate to customers), entertain customers while they wait (a kiosk set up to a digital game, entertaining website or relevant application) and more.   

Kiosks help to decrease lines

 
KioWare kiosk system software is used with other applications to secure your device and make them easy to deploy and manage without the fear of downtime, privacy violations, and destructive viruses or other malware.  With KioWare, it is inexpensive to convert a tablet or PC to a source of entertainment for your customers or an additional checkout station.  The rewards are increased satisfaction, and the potential to process more transactions without additional staffing.

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Are you working on creating an improved retail experience for your customers? KioWare has been involved in numerous projects, including the Columbia interactive retail storefront window and IKEA’s in-store website kiosk. In the retail environment, kiosk software will play an essential role in your kiosk project. For more guidance, read Retail Kiosk Software - Opportunities for Retailers.