Author: Jennie

Customer Satisfaction and Queue Management

queue-management-system

 

How Pharmacy Queue Management Improves Customer Satisfaction

 

 

 Consumer behavior and customer satisfaction

Customer satisfaction, the key player in the overall consumer behavior model, is fairly multifaceted since it is influenced by multiple factors and evolves over time. Factors that influence a consumer’s buying behavior may involve their expected and perceived value and their interactions with and attitudes about the services provided.  Expectations relate to the customer’s anticipated beliefs and perceptions about the product or service before interaction. Attitudes relate to the customer’s emotional attachment, tendencies and evaluations he has towards a certain product, developed over time, leading him or her towards attainment of the product or service. And finally, interactions are the decisions customers make concerning their future actions regarding the firm and decide whether or not the overall experience was worth it.

All these factors collectively influence the future actions of the customers. For the most part, all these factors or influences are intangible which means that the perceived performance has a more direct correlation to customer satisfaction than the actual performance.

Pharmacy Queuing Management is one such means to enhance customer experience and improve satisfaction with the services offered.  A happy client means repeat business for the business. Not only will he return again, he will also be involved in spreading positive word about your business through word-of-mouth (free, viral advertising method) but also contribute by increasing revenue, profitability and also a competitive edge for the business.

On the contrary, a not-so-happy or dissatisfied customer will most likely avoid using your service in the future again and also share his bad experience with others using word-of-mouth (again a free advertisement tool), impairing your business image and building a negative impact on your profits and revenues.

Correlation between customer satisfaction and the waiting timeCustomer-Satisfaction

The relationship between pharmacy customer wait times and customer satisfaction is highly important. This means that an increase in the waiting reduces customer satisfaction.  Working to decrease wait times through pharmacy prescription notification Signage and check-in Kiosk makes it possible to decrease the waiting time and keep customer’s expectation and perceived value ratio high, raising overall customer satisfaction.

Nearly 70% of all customers in the waiting line, be it at a restaurant, movie, or retail pharmacy, base their decision to continue using the service or product by evaluating the relationship between customer satisfaction, waiting time, and services.  Also, those who are more anxious might even pay more just to avoid standing in line and waiting. This behavior is most prevalent in retail pharmacies where customers if not provided the expected services never revisit

 

 

 

 

 

 

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Digital Signage and Queue Management Systems

Turning wait times into great times

DisplayRx TestimonialQueue management at point of service retail shops, banks, pharmacies, etc, have been proving to be of great utility in optimizing customer services and time.

So, what happens when you combine Queue Management Systems with Digital Signage? You get highly engaged customers, translating to more repeat clients.

As a retailer, your main task is to keep the customer engaged into some sort of entertainment source. Here are a few examples on how you can make use of digital signage to present a variety of different contents to keep your customer base enticed.

Advertising: Digital Signage employed to transmit messages important to your brand or business such as announcing new products, promotions, sales and discounts, etc.

General: Digital signage can also be resourceful for displaying general information about local news, programs, events etc to provide a means of entertainment to the people in waiting lines.

Business: Presenting the services your business specializes in, featuring the company’s new business hours, explaining how to fill service order forms or request a professional consultation, and so on.

Videos: Digital signage can make the waiting time pleasant by displaying a series of beautiful sceneries, latest songs, or combination of both; could be anything that would entice onlookers while they wait.

6 Vital Roles Digital Signage Fills In Pharmacies and Clinics

Blend

Digital Signage has been revolutionizing the way communication occurs between customers and pharmacy or clinic  staff. Digital signage is now being used to fill vital roles in communication while improving customer privacy.

 

HIPAA Compliant Customer Notifications

Calling names into a waiting area has continued to be frowned upon with privacy issues at the forefront.  DisplayRx digital signage allows pharmacies and clinics to  notify waiting customers and patients  with a private name/number combinations or a queue number adding a layer of privacy while reducing lines and interruptions at service counters.  Pharmacies and clinics are finding digital signage to be vital communication tool.  "DisplayRxTM has completely changed the atmosphere of our lobby. Gone are the days of calling out names. We had tried other methods such as pagers or a number system but nothing can compare to what DisplayRxTM has done for us. It’s simple, elegant and effective"
Ocie Wilson, Pharm D/Pharmacy Director/El Rio Community Health

Informing

 Dynamic signage can easily be updated in real time to help  pharmacies, clinics and hospitals  keep patients and customers in waiting areas informed and up to date on services,  events, products and an introduction of pharmacist, doctors and staff.

"Before DisplayRxTM many patients did not realize the breadth of our services. We now broadcast precise information about what we offer here at La Maestra throughout our three story building. This has been a great benefit to the community by helping to create awareness, encouraging informed communication and improving the patient’s ability to make informed decisions. The ease of using DisplayRxTM meant that we were able to easily and rapidly tailor our messaging specifically to the promotion and benefits of our Patient Portal, resulting in an immediate increase in patient enrollments. By adding DisplayRxTM system to our clinic, I believe we have made a giant step towards spreading our message and services to our patients, and at the same time educating and empowering our patients with knowledge"
Sal Saldivar/Chief Information Officer/ La Maestra Community Health Centers

Quality Control

Combining digital signage with a  queue number notification allows pharmacies and clinics to know when their patient or customer arrived and when they were served and checked out.  This gives valuable insight into the quality of service you facility provides.  "From a management perspective, having access to turn around times helps with our performance improvement and QA goals"
Adria A Kerr, R.Ph./Retail Pharmacy Manager/LSU Health Baton Rouge Mid City

Wayfinding

Finding your way around in health care facilities can be a dreary task, especially if you are in a stressful situation. One of the biggest advantages of digital signage is that it helps with wayfinding. Usually, we witness wayfinding kiosks in healthcare facilities that guide patients to navigate their way without having to rely on directions from others. This is a positive step as it ensures customer satisfaction and also improves the chances of reaching on their appointments in time without have to stop at every turnabout to ask doctors and nurses for directions.

Moreover, digital signage can also help hospital employees to concentrate on their core tasks rather than having to escort visitors and patients towards their destinations.

Emergency Procedure updates

Dissemination of information becomes much more hassle-free with digital signage in case of emergencies such as a fire or other alarming situations in large hospitals. It serves as a lifesaver and a very viable option compared to alarm systems and running about in the hallways shouting ‘fire fire’. Digital signage can also straightforwardly communicate instructions to evacuate the building in such emergency overrides.

Entertainment

Digital signage in waiting areas reduces noise and perceived wait times by providing a form of entertainment.  And because DisplayRx privately displays customer notifications, the digital signage is actually being looked at giving  your facility a powerful advertising tool and information tool.

 

Are Pharmacies & Health Clinics Getting The Queue?

long-wait-times-300x199 Customer care starts and ends with overall experience. Feeling sick or having a loved one sick and waiting for service is one of the number one complaints from customers and patients in pharmacy and health clinics.  Implementing a queue management system in busy pharmacies and clinics drastically improves overall customer experience while streamlining workflow for staff by reducing interruptions at service counters.

 

What Statistics Say, You Need To Hear

Looking at some statistics will give you better idea the importantance to properly manage queue systems efficiently.

Research from Brickstream shows,

  • A customer will start to feel frustrated after 2.5 minutes if there is no apparent progress in the queue.
  • A third of customers report they have abandoned the checkout line when forced to wait for more than 5 minutes.
  • Nearly half of all customers will actively avoid the retailer or brand in the future if the wait in line was longer than 5 minutes.

Given these findings, using efficient queue management systems is an easy and affordable way pharmacies and health clinics can improve customer service and better compete in a market that is  already facing severe competition.   

 

Customer Service and Queuing Systems

Queuing systems can be utilized at different points of service

The Arrival: Arrival of a customer into a busy waiting area is where improved customer service begins.  A self Check-in Kiosk allows customers to quickly check in and have a seat. This system eliminates a line at check in counters, reduces wait times, streamlines workflow and greatly reduces the need for paid staff at check in or service counters, giving clinics and pharmacies an instant and measurable return on investment. 

Service Counters:  Generally in busy waiting areas, there is no Queue Management, just long lines and frustrated customers.  Using Digital Signage to privately alert customers to a service counter with the self Check-In Kiosk, customers are constantly informed, perceived wait times reduced,  stream of information to waiting areas is vastly improved and lines at service counters are all but  eliminated.

Overall Customer Service:  The importance of improved waiting area management and customer service  is something that is still vastly under used in pharmacies and health clinics. However, because Check-in Kiosk and Digital Signage Notifications are being used in a vast number of other industries to better serve it's customers, the gap is growing larger and customers are naturally gravitating to pharmacies and clinics that have a Queue Management System in place that provides better overall customer service.

Return On Investment

With a wide variety of cost options from licensing to subscriptions,  implementing a successful queuing system is both affordable and simple to implement.  The measurable return on investment in queue management has proven time and again that improving overall customer satisfaction  through shorter wait times,  streamlined information, less lines pays off through customer loyalty, more customers served and streamline of workflow for staff.

Lastly,  pharmacies and clinics  need to realize that a customer waiting in line for too long is a lost customer – customers not informed on the products and services provided by your facility, is an  opportunity lost, meaning he/she will probably steer clear of your store in the future. This is why understanding the proper use of  queue management systems in nearly all service industries is becoming more and more demanding.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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