Research Recaps

Your Customers Don’t Want to Be Last in Line

Key Takeway

Customers who are last in line are twice as likely to switch or renege from a queue. Queue transparency can help. So can “eliminating” last place – experimentally ensuring that no one ever perceived themselves to be last reduced defections by 43.5%.

 

By using MSI.org you agree to our use of cookies as identifiers and for other features of the site as described in our Privacy Policy.