Quantitative metrics provide important measures of performance, progress and success, but they don't always tell the why behind the numbers or the most effective way to move the needle. Qualitative data can provide essential context and depth to the numbers on a scorecard or dashboard. This session provides an example of how human-centered, qualitative inquiry was used to demonstrate why simply addressing wait duration for service does not always translate to improved experience satisfaction, highlighting the complex interplay of perceptions, contextual and expectation-based factors in shaping wait time experience and satisfaction. Qualitative data helped uncover some of the behavioural fallout and business implications of long wait times to offer strategic guidance for designing more positive in-person experiences.
Speakers: