The expectation gap
Satisfaction falls steeply once the wait exceeds what the customer expected—not the actual length. Read perceived wait time.
Set expectations
Quote an estimate at join, then beat it. Under-promise, over-deliver. See reducing walkaways.
Keep them informed
Live position and a turn notification keep satisfaction up across long waits. See why customers hate waiting and the customer waiting experience pillar.
Raise satisfaction with features, pricing, industries, or book a demo.
Frequently asked questions
Should I overstate wait times?+
Slightly. Quote a realistic-but-conservative estimate, then beat it—expectation management beats surprises.
How does satisfaction affect revenue?+
Satisfied waiters leave better reviews and return; dissatisfied ones walk away and tell others.