The Service Paradox: How 9% of Customers Eat Up 50% Capacity

QLESS Research examined 11M+ transactions across DMVs, higher ed, government, healthcare, and retail to reveal insights hidden deep in the data:

Roughly 90% of services are under service time avg

Service times double after reaching avg

Roughly 9% of customers use 50% of capacity

Organizations are struggling to reach peak efficiency. Why? They spend half their time on just 9% of customers.

Uncover what's burning service capacity and learn how to fix it