MSPA QUEUE SURVEY 2012 the MSPA Queue Survey Was Conducted in the Spring of 2012 by Member Agencies of MSPA Europe

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MSPA QUEUE SURVEY 2012 the MSPA Queue Survey Was Conducted in the Spring of 2012 by Member Agencies of MSPA Europe MSPA QUEUE SURVEY 2012 The MSPA Queue Survey was conducted in the Spring of 2012 by member agencies of MSPA Europe. 2781 completed assessments were accepted for analysis . Mean Queue Length (customer groups) 5 4.75 454.5 4284.28 4 3.52 3.5 3.41 3 2.5 2 1.5 1 0.5 0 2005 2008 2010 2012 Mean Queue Time (mins) 12 10.0 10 8.9 8 6 545.4 545.4 4 2 0 2005 2008 2010 2012 Could staff have acted to reduce queue? 100 90 80 70 58 60 55 51 53 50 40 30 20 10 0 2005 2008 2010 2012 Did staff act to reduce queue? 100 90 80 70 60 50 40 30 20 17 15 14 11 10 0 2005 2008 2010 2012 Proportion of those who ‘could’, ‘did’. 50 45 40 35 31 30 26 26 25 22 20 15 10 5 0 2005 2008 2010 2012 Proportion of Customers appearing dissatisfied 50 45 40 35 31 30 30 25 21 20 17 15 10 5 0 2005 2008 2010 2012 Proportion of Staff who Apologised for the Delay 30 25 20 15 12 10 9 7 5 N/A 0 2005 2008 2010 2012 Mean Queue Time (mins) 18 16 14 Bank 12 PtOffiPost Office Grocery supermarket 10 Grocery convenience Liquor store 8 Fast Food 6 Pharmacy Bus Station 4 Train Station Clothing 2 Department store 0 2012 Mean Queue Length (customer groups) 8 7 6 Bank PosPost t Office 5 Grocery supermarket Grocery convenience 4 Liquor store Fast Food 3 Pharmacy Bus Station 2 Train Station Clothing 1 Department store 0 2012 Dissatisfied Customers (%) 60 50 Bank 40 PosPost t Office Grocery supermarket Grocery convenience 30 Liquor store Fast Food Pharmacy 20 Bus Station Train Station Clothing 10 Department store 0 2012 Mean Queue time (mins) 25 Belgium Bulgaria 20 Croatia Cyprus Czech Rep. Estonia 15 Finland France Germany Greece Hungary 10 Italy Lat via Lit huania Macedonia M orocco 5 Poland Port ugal Romania Russia 0 Spain Sweden 2012 UK Mean Queue length (customer groups) 10 9 Belgium Bulgaria 8 Croatia Cyprus 7 Czech Rep. Estonia 6 Finland France Germany 5 Greece Hungary 4 Italy Lat via 3 Lit huania Macedonia M orocco 2 Poland Port ugal 1 Romania Russia 0 Spain Sweden 2012 UK Apologies Given (%) 60 Belgium 50 Bulgaria Croatia Cyprus Czech Rep. Estonia 40 Finland France Germany Greece 30 Hungary Italy Lat via Lit huania 20 Macedonia M orocco Poland Port ugal 10 Romania Russia Spain Sweden 0 UK.
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