Wait time estimate
A wait time estimate is the prediction of how long a customer will wait before being served, shown when they join and updated as the line moves.
Also called: quoted wait, estimated wait, wait quote
A quoted wait is a promise in the customer mind, even if you call it an estimate. It decides whether they stay, go for coffee, or leave. A number that is usually close earns patience, and one that is regularly wrong gets ignored.
The simplest method takes the people ahead, multiplies by the average visit time, and divides by the staff on duty. It works well when visits are similar. Where they are not, the estimate should look at what each person is waiting for, which is the service-based approach.
Good estimates also change. As people are called or visits run long, the number should update so customers see the line move. A quote frozen at the time of joining is the fastest route to a frustrated walk-out.
Example
6 people ahead, 30 minute average visit, 3 team members on duty.
6 x 30 = 180 minutes, divided by 3 = about 60 minutes.
How NextUp Walk-in handles it
Each location picks the average method or the services method. Both account for time someone is blocked by an appointment or time off, and the estimate shows on the phone, the TV and the status page. Estimates are estimates only.
Questions
How do you calculate a wait time?
Multiply the people ahead by the average time per visit, then divide by the number of staff working. It is a rough guide, and it improves when it uses each person services.
Why is my quoted wait often wrong?
Common causes are wrong service durations, the wrong count of staff on duty, and people in the line who left without telling you.