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市场调查报告书
商品编码
1819713
2021-2031 年北美队列管理系统市场报告(范围、细分、动态和竞争分析)North America Queue Management System Market Report 2021-2031 by Scope, Segmentation, Dynamics, and Competitive Analysis |
2023 年北美排队管理系统市场价值约为 2.9194 亿美元,预计到 2031 年将成长至约 4.9669 亿美元,在 2023 年至 2031 年的预测期内年复合成长率(CAGR) 为 6.9%。
改善客户体验的需求日益增长
在当今竞争激烈的商业环境中,企业越来越意识到管理客户流量和最大程度缩短等待时间以提升整体客户满意度的重要性。每一次客户互动——无论是退货、寻求维修还是提出问题——都会显着影响客户与企业之间的关係。 Qtrac 的研究表明,93% 的消费者更有可能再次光顾提供卓越客户服务的企业。相反,Zendesk 的一项研究表明,73% 的消费者在与企业经历几次负面互动后倾向于转向竞争对手。这凸显了企业维持高标准客户服务和持续提供正面体验的迫切需求。
在消费者拥有众多选择的市场中,顾客体验对顾客留存的影响不容小觑。更换品牌的决定往往并非源自于一次负面体验,而是源自于一系列不满意的互动。为了防止客户流失,企业必须主动解决潜在问题,征求客户回馈,并实施必要的改善。透过优先提供卓越的服务并展现对客户满意度的承诺,企业可以培养客户忠诚度并降低客户转向竞争对手的风险。这种提升客户体验的转变正在推动各行各业采用排队管理解决方案。
应对人口成长的挑战
人口的快速成长是导致医院、零售店、诊所和机场等场所排队混乱的重要因素。这种混乱往往会导致顾客不满,并降低服务品质。在营业高峰时段,激增的客流量可能会让工作人员不堪重负,如果没有自动化系统,工作人员可能难以有效管理排队。根据米德兰兹技术学院 2022 年 1 月的资料,糟糕的客户服务(尤其是长时间等待导致的客户服务)会给企业带来巨大的经济损失,估计每年损失在 750 亿至 1.6 兆美元之间。造成这种损失的因素包括服务不足、成本削减措施以及对客户需求缺乏了解,这些因素最终迫使客户转向竞争对手。
为了应对这些挑战并提高服务质量,许多组织正在转向队列管理解决方案。这些系统有助于简化运营,改善客户流量,并最终提升客户体验。
北美排队管理系统市场概况
北美排队管理系统市场细分为美国、加拿大和墨西哥。该地区在采用和开发先进技术方面处于领先地位,预计将推动排队管理系统市场的显着成长。各行各业的企业都在实施这些系统,以提高客户留存率。此外,政府机构也采用排队管理系统,以提升提供给国民的服务品质。
例如,在医疗保健环境中,排队管理系统提供排队状态的即时更新,让患者了解他们的等待时间。此功能在新冠疫情期间尤其重要,因为它有助于有效管理患者流量。美国政府一直积极投资医疗保健领域,并推出了旨在改善服务品质的措施。 2022年,美国政府拨出大量资金支持全球卫生倡议,每年约贡献15.6亿美元,用于增强全球卫生团队。同样,2023年2月,加拿大政府宣布将在十年内投资1,490亿美元,以加强其医疗保健体系。预计此类投资将进一步推动该地区排队管理系统的普及。
在墨西哥,由于政府采取旨在吸引外国直接投资 (FDI) 的倡议并利用其与美国的邻近优势,製造业正在经历成长。这种有利的环境鼓励企业投资自动化,包括排队管理系统,以提高营运效率。
市场区隔分析
北美排队管理系统市场根据类型、组件、应用和国家进行分类。
市场关键参与者
在北美排队管理系统市场运营的知名公司包括 Q-MATIC Group AB、Qminder Ltd、Q-nomy Inc、Skiplino、Wavetec、Aurionpro Solutions Ltd、Advantech Co Ltd、SEDCO Co Ltd、Lavi Industries、AKIS Technologies UAB、WaitWell、Verint Systems Inc、QLESS、OFFOFF Holding这些公司在提供创新排队管理解决方案方面处于领先地位,可满足企业和消费者不断变化的需求。
The North American queue management system market was valued at approximately $291.94 million in 2023 and is projected to grow to about $496.69 million by 2031, reflecting a compound annual growth rate (CAGR) of 6.9% during the forecast period from 2023 to 2031.
The Growing Demand for Improved Customer Experience
In today's competitive business landscape, organizations are increasingly aware of the importance of managing customer flow and minimizing wait times to enhance overall customer satisfaction. Each customer interaction-whether it involves returning a product, seeking repairs, or asking questions-significantly influences the relationship between the customer and the business. Research from Qtrac indicates that 93% of consumers are more likely to return to a business that provides exceptional customer service. Conversely, a study by Zendesk reveals that 73% of consumers are inclined to switch to a competitor after experiencing several negative interactions with a business. This underscores the critical need for businesses to maintain high standards of customer service and ensure positive experiences consistently.
In a market where consumers have numerous choices, the impact of customer experience on retention cannot be overstated. The decision to switch brands often stems not just from a single negative experience but from a series of unsatisfactory interactions. To prevent losing customers, businesses must proactively address potential issues, solicit customer feedback, and implement necessary improvements. By prioritizing outstanding service and demonstrating a commitment to customer satisfaction, companies can cultivate loyalty and reduce the risk of customers turning to competitors. This shift towards enhancing customer experience is driving the adoption of queue management solutions across various sectors.
Addressing the Challenges of Increased Population
The rapid growth in population is a significant factor contributing to disorganized queues in various settings, including hospitals, retail stores, clinics, and airports. This disorganization often leads to frustration among customers and a decline in service quality. During peak business hours, the surge in customer traffic can overwhelm staff, who may struggle to manage queues effectively without automated systems. According to data from Midlands Technical College in January 2022, poor customer service, particularly due to long wait times, results in substantial financial losses for businesses, estimated between $75 billion and $1.6 trillion annually. This loss is attributed to factors such as inadequate service, cost-cutting measures, and a lack of understanding of customer needs, which ultimately drive customers to competitors.
To combat these challenges and enhance service quality, many organizations are turning to queue management solutions. These systems help streamline operations, improve customer flow, and ultimately enhance the customer experience.
Overview of the North American Queue Management System Market
The North American queue management system market is segmented into the United States, Canada, and Mexico. The region is a leader in adopting and developing advanced technologies, which is expected to drive significant growth in the queue management system market. Businesses across various sectors are implementing these systems to improve customer retention rates. Additionally, government entities are also adopting queue management systems to enhance the quality of services provided to citizens.
For instance, in healthcare settings, queue management systems offer real-time updates on queue status, keeping patients informed about their wait times. This feature gained particular importance during the COVID-19 pandemic, as it helped manage patient flow effectively. The U.S. government has been proactive in investing in the healthcare sector, with initiatives aimed at improving service delivery. In 2022, the U.S. government allocated significant funds to support global health initiatives, contributing approximately $1.56 billion annually to enhance the global health workforce. Similarly, in February 2023, the Canadian government announced a $149 billion investment over ten years to bolster its healthcare system. Such investments are expected to further drive the adoption of queue management systems in the region.
In Mexico, the manufacturing sector is experiencing growth due to government initiatives aimed at attracting foreign direct investment (FDI) and leveraging its proximity to the U.S. This favorable environment encourages businesses to invest in automation, including queue management systems, to enhance operational efficiency.
Market Segmentation Analysis
The North American queue management system market is categorized based on type, component, application, and country.
Key Players in the Market
Prominent companies operating in the North American queue management system market include Q-MATIC Group AB, Qminder Ltd, Q-nomy Inc, Skiplino, Wavetec, Aurionpro Solutions Ltd, Advantech Co Ltd, SEDCO Co Ltd, Lavi Industries, AKIS Technologies UAB, WaitWell, Verint Systems Inc, QLESS, OFFTEC Holding Group, and Waitwhile Inc. These companies are at the forefront of providing innovative queue management solutions that cater to the evolving needs of businesses and consumers alike.