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GLOSSARY

NEMO-Q Glossary

The NEMO-Q glossary provides clear definitions and explanations of key terms and concepts related to queue management and customer experience solutions. It helps users understand the tools and features NEMO-Q offers to streamline customer flow, reduce wait times, and enhance overall satisfaction.

A
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.
C
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.
D
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.
K
Kiosk A self-service terminal where customers can check in, get information, or complete transactions without assistance from staff.
L
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.
M
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.
P
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.
Q
Queue A line or sequence of people or items waiting for their turn to be attended to or processed.