6. …exactly. They are waiting for it!
minutes
is the average wait
time in a branch*.
Imagine the
peak times!
Before being served.
* Nov, 2014, http://www.bankrate.com/financing/banking/wait-times-at-bank-branches-worsen/
7. And even while being served.
minutesto open an account
How long is the customer actively engaged?
8. Waiting isn’t what you measure.
It is what customers experience
when you give them nothing meaningful to do.