Studies have shown that perceived wait time – the amount of time a consumer thinks they have waited – goes up rapidly after the expected wait time is surpassed. Why is this important? Because customer wait time is one of the most reliable leading indicators of customer satisfaction in survey after survey.

As many credit unions reduce their branch staff levels, member wait times are likely to increase, which can drive down member satisfaction levels. Yet overstaffing at branches increases operational expenses. How do you get the balance right?

Perhaps the best solution is migrate some of your walk-in traffic – which is random – to scheduled appointments – which is under the credit union’s control when a robust scheduling system is in place.

Key Takeaway: Implementing an appointment setting solution online, in the call center and via mobile devices helps to effectively address wait time issues and improves both member satisfaction and loyalty.