Every six seconds saved at a McDonald's drive-thru translates into a 1 percent increase in sales. In some cases, toll tags are used to pay for items, which shaves another 15 seconds off the drive-thru time and increases sales by another 2 percent. Someday, perhaps call centers will try as hard. Quality is the Speed Limit Customer experiences with superb queue speeds are numerous. In a society in which we are queued up everywhere we go, speed becomes a noticeably competitive influence.
Speed can create an emotional attachment to a company.
Wendy's officials know that when customer service times fall below 130 seconds, customers notice that service is speeding up. But when Wendy's attains under 100 seconds per order on a consistent basis, the customers become emotionally attached. This attachment evolves to an expectation of speedy service. However, speed only counts as long as you get it right. Accuracy is usually the biggest sacrifice for achieving speed.