S = P – E.
In this formulation, ‘S’ stands for satisfaction, ‘P’ for perception and ‘E’ for expectation. If you expect a certain level of service, and perceive the service reviewed to be higher, you are a satisfied client. If you perceive the same level as before, but expected higher, you are disappointed and, consequently, a dissatisfied client.
- Anxiety Makes Waits Seem Longer.
- Uncertain Waits Are Longer than Known, Finite Waits
- Unexplained Waits Are Longer than Explained Waits
- Unfair Waits Are Longer than Equitable Waits
- The More Valuable the Service, the Longer the Customer Will Wait
- Solo Waits Feel Longer than Group Waits
How does your customer service, consulting, or project management, contribute to helping create a Great Experience for your clients and customers?
read this article here: The Psychology of Waiting Lines by David Maister 1985