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市場調查報告書
商品編碼
1819713
2021-2031 年北美隊列管理系統市場報告(範圍、細分、動態和競爭分析)North America Queue Management System Market Report 2021-2031 by Scope, Segmentation, Dynamics, and Competitive Analysis |
2023 年北美排隊管理系統市場價值約為 2.9194 億美元,預計到 2031 年將成長至約 4.9669 億美元,在 2023 年至 2031 年的預測期內年複合成長率(CAGR) 為 6.9%。
改善客戶體驗的需求日益成長
在當今競爭激烈的商業環境中,企業越來越意識到管理客戶流量和最大程度縮短等待時間以提升整體客戶滿意度的重要性。每一次客戶互動——無論是退貨、尋求維修還是提出問題——都會顯著影響客戶與企業之間的關係。 Qtrac 的研究表明,93% 的消費者更有可能再次光顧提供卓越客戶服務的企業。相反,Zendesk 的一項研究表明,73% 的消費者在與企業經歷幾次負面互動後傾向於轉向競爭對手。這凸顯了企業維持高標準客戶服務和持續提供正面體驗的迫切需求。
在消費者擁有眾多選擇的市場中,顧客體驗對顧客留存的影響不容小覷。更換品牌的決定往往並非源自於一次負面體驗,而是源自於一系列不滿意的互動。為了防止客戶流失,企業必須主動解決潛在問題,徵求客戶回饋,並實施必要的改善。透過優先提供卓越的服務並展現對客戶滿意度的承諾,企業可以培養客戶忠誠度並降低客戶轉向競爭對手的風險。這種提升客戶體驗的轉變正在推動各行各業採用排隊管理解決方案。
應對人口成長的挑戰
人口的快速成長是導致醫院、零售店、診所和機場等場所排隊混亂的重要因素。這種混亂往往會導致顧客不滿,並降低服務品質。在營業高峰時段,激增的客流量可能會讓工作人員不堪重負,如果沒有自動化系統,工作人員可能難以有效管理排隊。根據米德蘭茲技術學院 2022 年 1 月的資料,糟糕的客戶服務(尤其是長時間等待導致的客戶服務)會給企業帶來巨大的經濟損失,估計每年損失在 750 億至 1.6 兆美元之間。造成這種損失的因素包括服務不足、成本削減措施以及對客戶需求缺乏了解,這些因素最終迫使客戶轉向競爭對手。
為了應對這些挑戰並提高服務質量,許多組織正在轉向隊列管理解決方案。這些系統有助於簡化營運,改善客戶流量,並最終提升客戶體驗。
北美排隊管理系統市場概況
北美排隊管理系統市場細分為美國、加拿大和墨西哥。該地區在採用和開發先進技術方面處於領先地位,預計將推動排隊管理系統市場的顯著成長。各行各業的企業都在實施這些系統,以提高客戶留存率。此外,政府機構也採用排隊管理系統,以提升提供給國民的服務品質。
例如,在醫療保健環境中,排隊管理系統提供排隊狀態的即時更新,讓患者了解他們的等待時間。此功能在新冠疫情期間尤其重要,因為它有助於有效管理患者流量。美國政府一直積極投資醫療保健領域,並推出了旨在改善服務品質的措施。 2022年,美國政府撥出大量資金支持全球衛生計劃,每年約貢獻15.6億美元,用於增強全球衛生團隊。同樣,2023年2月,加拿大政府宣布將在十年內投資1,490億美元,以加強其醫療保健體系。預計此類投資將進一步推動該地區排隊管理系統的普及。
在墨西哥,由於政府採取旨在吸引外國直接投資 (FDI) 的舉措並利用其與美國的鄰近優勢,製造業正在經歷成長。這種有利的環境鼓勵企業投資自動化,包括排隊管理系統,以提高營運效率。
市場區隔分析
北美排隊管理系統市場根據類型、組件、應用和國家進行分類。
市場關鍵參與者
在北美排隊管理系統市場營運的知名公司包括 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這些公司在提供創新排隊管理解決方案方面處於領先地位,可滿足企業和消費者不斷變化的需求。
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.