How to reduce waiting time at the counter: 7 levers
Waiting isn't only about the number of counters. It depends on how queues are organised, how prepared visitors are and what you measure. Here are seven levers you can apply this week.
1. Measure before acting
Record arrival, call and end-of-service times. Without these three times you can't tell whether the problem is waiting or service duration.
2. Separate queues by service
One queue for very different requests slows everyone down. Create queues by service type, each with its own counters.
3. Issue a ticket and a clear order
A numbered ticket and a call screen remove tension about who came first. Priorities (elderly people, appointments) should be visible and explicit.
4. Bring people in by appointment
Appointments smooth out peaks. Even 30% of visitors by appointment changes a counter's day.
5. Prepare the visit remotely
Answering questions by chat or WhatsApp and receiving documents online avoids return trips for a missing document.
6. Set a waiting-time target
A target per queue (for example 15 minutes) and an alert when it is exceeded let you open a counter at the right moment.
7. Ask visitors for feedback
A short exit survey shows where waiting hurts most. Satisfied visitors can also leave a public review.
Indicators to follow
- Median waiting time per queue
- Average service time
- Share of visits within target
- No-shows when called