I don't know but here's what I think. They can't really control how many people walk in the door at the same time. If they shorten the time to do business, doesn't that also shorten the time that others wait? It seems useless to me to measure time that people are waiting.The problem was the long waits. So rather than measure the ACTUAL problem, they ignored the problem and through slight of hand made themselves look great without having to change anything. (they did get better, coincidentally)