How to Measure Customer Wait Times

By Ali Shahi | August 15, 2026
Five empty yellow moulded plastic seats fixed to a single grey metal beam in a tiled waiting area, with nobody sitting on them

Measuring customer wait times starts with three decisions, and none involves equipment. Name the event that starts the clock. Name the event that stops it. Decide who is inside the count. Only then does the instrument matter. Get one of the three wrong and you still get a number, just not one anybody can check.…

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