Experts will tell you that probably the single biggest factor driving a customer’s waiting line experience is how they perceive the fairness of the line. First-come, first-served is the universal line of fairness. Stray from this approach and you better be darn sure you have a good explanation. We’ve done a lot of studying on queuing and we can say, without a doubt, the single most important thing you can do to instill a sense of fairness in your waiting line system is to go with a single line queue. But that’s not all, a single line queue will improve service efficiency, shorten actual wait times, and lead to greater customer satisfaction. The latest infographic by Lavi Industries shows it all.
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