Case Study: Florida State College at Jacksonville (FSCJ) achieves shorter wait times and higher student and staff satisfaction with QLess

Long Wait Times Lead Florida State College College to Implement an Improve Queue Management System

Florida State College at Jacksonville, serving over 40,000 students across Northeast Florida, faced multi-hour waits and mounting frustration across its advising centers during peak enrollment and a new student information system rollout. With outdated queue software that offered no appointments, no accurate wait estimates, and limited analytics, student complaints and staff turnover were rising—leaving leadership in urgent need of a better way to manage traffic and measure performance.

After a six-month pilot, the college implemented QLess campus-wide to enable reservations and walk-ins, remote check-in, accurate wait-time estimates, and immediate text surveys. The data-driven rollout and staff training reduced lobby congestion and no-shows, improved employee engagement and retention, and encouraged other departments to adopt the system; student satisfaction scores rose from 4.52 to 4.65, survey feedback enabled an employee recognition program, and leadership stability has significantly improved.

Florida State College at Jacksonville (FSCJ)

Erin Richman

Associate VP for Student Success