One of the critical aspects in customer service is the waiting time required to be served and the time to actually receive the service.

Time perception has an impact on the customer’s satisfaction with regards to the final result of the service experience. It can be the trigger for high satisfaction or high dissatisfaction with the total customer service experience.

The Time study measures the customer satisfaction with the current waiting time and contrasts against the ideal time, which helps to implement actions aimed to increase the overall satisfaction of the customer experience.