QUEUE-MANAGEMENT5 MIN READ
The perceived-wait equation
Interpret the relationship between actual wait, expectation, perception, and satisfaction risk.
Follow the bars from clock time to satisfaction risk. Which lever changes the customer clock? How a wait becomes a rating Actual clock wait Measured arrival to service 6 min Expectation What the customer believed would happen 3 min promise Perception inflators Silent, uncertain, unfair, unexplained feels longer Perception compressors Acknowledged, finite, useful, fair feels shorter Satisfaction risk Perception minus expectation gap watch the gap Operational clock
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