Question

several important psychological factors that impact the cost of waiting, and 2) your ideas on how to improve operations of a company/system you are familiar with using the concept of "Psychology of Queueing"

Answer 1

Psychological factors that impact the cost of waiting are as follows-

1. Boredom- customer become bore after waiting for so long.

2. Frustration

3. Anxiety

4. Loneliness

5. Social status

6. Mental status

As a customer we spend a lot of time waiting in lines, incurring economic cost due to lost time. Waiting is also costly for companies as they lost sales and lower customer satisfaction.

According to the research how people feel while waiting matters more than the line’s length or length of wait. By using the concept of “Psychology of Queuing” company can ensure that customers’ user experience is a positive one.

Some methods to improve operations of a company/ system-

1. Add floor indicators showing customers the progress of the elevator

2. Increase the occupied time. For example if callers are waiting to speak to your customer care, give them the chance to get called when it is their turn.

3. When customers entered in your company then make sure they feel like transaction have started for them

4. Provide information on how many other people are waiting in line. Uncertain waits are feeling longer than known waits because in it customers are mentally prepared that this much of time it can take.

5. Explain the reason of wait. Make sure to provide a clear explanation of why customers are in a queue.

6. Make sure your company follow the fair policy of waiting like first come first serve.

7. Remove anything which can cause anxiety like warning visitors that you have only few minutes left. This should not be done.