QUEUE METRICS, DWELL ZONES & OCCUPANCY
Using a SenSource people counting system paired with Vea Analytics platform, advanced features can be utilized to measure queue metrics, dwell zones and occupancy. Applicable to a variety of industries, this real-time data means precise decisions can be made as soon as necessary for real-time results.
Realizing and optimizing queue metrics will decrease wait times and service times, ultimately improving customer satisfaction.
How many customers are waiting for service?
Determine how many people are in line at a given time to determine if it’s necessary to deploy additional service staff.
How long are customers waiting for service in the queue?
Determine the average wait time as well as the longest and shortest wait times in a given period. Use this data on a display, alerting customers of expected wait time. Or use this data internally for goal setting metrics.
How long is a service transaction?
Measure how long a customer interacts at the service counter and use the average metrics for benchmarking, goal setting and staff training.
How long are visitors interacting with a feature?
Dwell zones can be located at a service counter, product display, interactive kiosk or any area you want to monitor a visitor’s length of time. This data can tell you if a display or store layout is a success.
How many visitors are in my facility?
Pairing multiple sensors, Vea Analytics platform’s algorithms will compare entrances and exits to tell you how many people are occupying your facility at any given time. Occupancy data assists in efficiently operating your facility to know peak and non-peak times and patterns, as well as conform to regulations and codes.
COMMON QUEUE, DWELL & OCCUPANCY APPLICATIONS
From rental cars to bank tellers, service counters can be found in almost every industry. While the service provided is of utmost importance, the customer’s experience plays a large role in overall satisfaction level and decision to become a repeat customer. Implementing a queue monitoring system at your service counter will ensure improved customer experience by providing you the data needed to shorten queue lengths, lessen wait time and provide an efficient transaction time. You’ll know when to increase or reduce service staff, train staff to become more efficient or implement a new process or resources to lessen transaction times.
Fast Casual Dining
Much like a service counter, many fast casual dining restaurants operate by customers placing custom orders along a service counter and finalizing their orders with payment at the end. The customer’s transaction begins when they step up to the counter and ends after payment and they expect a fast, seamless process. To exceed your customer’s expectations in a fast casual dining restaurant, queue monitoring is necessary. A sensor tracks the customer from start to finish, giving you data on the duration of their order that can then be used to set benchmarks and goals. Panning out on your franchise as a whole, you can compare service times between locations and determine best practices, provide incentives and rewards as well as plan training for underscoring locations.
Amusement parks cater to the visitor’s experience and implementing an occupancy or queue monitoring system will result in improved visitor experience enticing extended stays and repeat visits.
To determine the success of a featured attraction within a museum, the sensor can determine the dwell time of visitors observing the attraction. If visitors are passing by or dwelling for relatively short time, perhaps a different attraction should be placed in the prime real estate. Optimally designing you museum layout and featured attractions based on visitor dwell zone metrics will optimize the visitor’s experience as well as increase the time they spend in your museum.
Interactive kiosks are becoming a widespread marketing and engagement tool for retailers, entertainment and other industries. Interactive fitting rooms are popping up in retail stores where customers can virtually try on outfits. Interactive touch-screen kiosks in airports provide flight information, maps and other relevant information to visitors. Much like museums, a sensor can be used to determine the dwell time of interactive kiosk users. Dwell zone metrics are useful to those implementing the kiosk to know if people are using the kiosks, for how long and at what time of the day.