What is the point of asking customers to answer questions about why they are visiting if you don't use it to triage responses? If I am returning equipment I should not have to wait 90 minutes while people choose cable plans. You could also measure and reward your staff for volume of transactions, or staff a greeter who takes care of simple questions and quick appts. I have been here 4 times in the last 3 years and DREAD it every single time as the wait is always more than an hour. I've lived in other parts of the country where they have figured out how to deliver service efficiently so the status quo doesn't have to be this horrible. read more