NEMO-Q Glossary

Actionable Survey A survey designed to gather specific feedback that can be acted upon to improve services, products, or customer experiences.

Appointment Scheduling A system for setting up future meetings to receive a service or consultation, allowing customers to choose a convenient time and reducing waiting time and congestion at an establishment.

Cloud-Based Hosting Hosting services and applications on cloud servers rather than on-premises servers, provide scalability, reliability, and remote access.

Customer Feedback Information provided by customers about their experience with a product or service used to make improvements and enhance customer satisfaction. This can be received through surveys or feedback kiosks.

Customer Flow The movement and progression of customers through various stages of service, from entry to exit. A queuing system ensures smooth transitions and reduces bottlenecks in the customer flow.

Customer-Experience or Customer Journey The holistic process a customer goes through when interacting with a company, from the initial contact through the purchase process and post-purchase activities, aiming to ensure satisfaction and loyalty.

Digital Signage Electronic displays that are used to convey information, advertisements, or updates to customers, often utilized in lobbies, waiting areas, and service points to direct customers where to go for the desired service.

Kiosk A self-service terminal where customers can check in, get information, or complete transactions without assistance from staff.

Line Management The organization and control of queues to ensure orderly and efficient service delivery, often involving strategies to reduce wait times and improve flow.

Lobby Management The process of managing the physical space where customers wait for services, ensuring efficiency, comfort, and a positive experience.

Mobile Queuing The use of mobile devices to join, manage, and monitor queues, allowing customers to hold their place in line remotely and receive real-time updates.

Perceived Wait Time The amount of time a customer feels they have waited, which can differ from the actual wait time and can be influenced by the environment and communication.

Queue A line or sequence of people or items waiting for their turn to be attended to or processed.

Queuing System A structured process for managing the order and flow of people waiting for services, often involving the use of technology to optimize the experience.

Skill-Based Routing A system that directs customers to the appropriate staff or resources based on specific skills or expertise required to handle their needs.

SMS Updates The use of SMS (Short Message Service) to send updates and notifications to customers, such as appointment reminders, queue status, or promotional messages. Also known as text messages.

Ticket Printer A device that prints tickets or receipts, often used in queuing systems to issue numbered tickets to customers upon arrival. Tickets can give insights into how long the wait times are.

Touchscreen An interactive display that allows users to input commands by touching the screen, commonly used in kiosks, ticketing systems, and self-service devices. This allows staff to understand who a customer is and what service they are there for.

Triage The process of prioritizing customers or tasks based on urgency and importance, often used in medical and service industries to manage queues effectively and to ensure there are no emergencies.

Virtual Queue A line management system that allows customers to hold their place in line without physically waiting in a queue. Customers can join the queue remotely and receive some sort of notification about when it will be their turn.

Wait Time KPIs Key Performance Indicators related to the amount of time customers wait for services, used to measure and improve efficiency and customer satisfaction. Gives insights into operations and where improvements can be made.

Waitlist Management A system for managing customers who are waiting for a service but have not scheduled a specific appointment time. It helps in organizing and prioritizing service delivery by blending walk-in and appointment traffic.

Walk-Ins Customers who arrive without an appointment or prior scheduling, often accommodated on a first-come, first-served basis.

Workflows Workflows refer to the predefined processes and steps that manage the flow of customers through different stages of service.