How long do your visitors actually wait?
Owners routinely remember a smaller number than the real one. Here is how to get the true figure.
Ask an owner how long people wait and they will give you a number from memory. Measure it, and the real figure is almost always higher. The gap is not dishonesty: the wait is lived by the visitor sitting down, not by the person working — and someone busy does not feel the minutes the way someone waiting does.
Why the number matters
Waiting time explains the silent departures. Whoever gives up and leaves almost never complains — they simply do not come back, and you never learn why. That is the loss that does not show up in your figures.
Three numbers are enough
- Average wait, between the ticket and the call.
- The peak hour — almost never the one you imagine.
- How many people left before their turn.
Those three read in ten seconds, and they are enough to decide whether to open earlier, add a slot, or simply spread appointments better.
What you almost always discover
Two surprises turn up everywhere: the peak is not when you expected, and a single difficult hour makes the whole day's average. Fixing that one hour changes the experience for everybody, without working more.
TikiPro records these times automatically, simply because every ticket carries the time it was given and the time it was called. Reports export to CSV or Excel whenever you need them.
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