Customer Experience Guide
The Psychology of Waiting
Research shows that uncertain waits feel longer than known, finite waits. Unexplained waits feel longer than explained waits. And unfair waits feel longer than equitable waits. Understanding these principles is key to improving customer experience.
8 Principles for Better Waiting
- Provide accurate wait time estimates
- Keep customers informed of their position
- Explain any delays proactively
- Ensure fairness (first come, first served)
- Make the wait comfortable
- Give customers something to do while waiting
- Start the service process early (collect info while waiting)
- End on a positive note with a warm greeting
