Among the parameters used to measure a service center’s performance, the abandon rate is perhaps the most critical. The abandon rate measures the number of customers who arrived and joined the queue, but decided to leave while waiting. A high abandon rate could be the result of long queues, an unpleasant waiting area, or of overall customer dissatisfaction, and is a predictor of customer churn.
The following article describes several ways in which a business can use Q‑Flow® to measure abandon rates more accurately, minimize abandoning, and improve customer retention.
However hard we may try to keep abandon rates down, some customers will slip through the net. Customers who have left the queue pose a serious threat to the business.
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