Reducing Wait Times: The Key to a Better Customer Experience

Fast-food Industry Example

Consider the fast-food industry. At peak hours, a single cash register can lead to a long line of hungry customers. A major global fast-food chain installed self-service kiosks in its restaurants, allowing customers to browse the menu, customize their orders, and pay directly at the kiosk. The company found that the average transaction time at a kiosk was 30% faster than at a traditional counter, and the number of customers served per hour increased by 20%. This efficiency was a game-changer, as happy customers tend to spend more. Data from the chain showed that sales from kiosk orders were on average 15% higher than those from counter orders, largely due to the convenience of browsing and customizing without pressure.

Healthcare Industry Example

The healthcare industry is also a prime example. Patient check-in at a clinic or hospital can be a slow, manual process involving paperwork. A hospital network implemented touch screen kiosks in its waiting rooms. Patients could check in, update their information, and even pay their co-pay at the kiosk. This simple change reduced average check-in time from 10 minutes to just 2 minutes, leading to a 40% reduction in patient wait times. A patient satisfaction survey revealed a significant increase in positive feedback regarding the check-in process. By empowering customers to handle their own transactions quickly and efficiently, self-service kiosks turn a frustrating experience into a seamless one, benefiting both the customer and the business.