The science of a good queue
Waiting in a queue is rarely regarded as enjoyable, yet the way a line is organised can strongly influence how long the wait feels. Businesses have therefore studied queues in considerable detail. People tend to become frustrated when they are uncertain (1) ________ how much longer they must wait. Giving an approximate time can therefore put people (2) ________ ease, even if the actual delay does not change. It also helps when customers can see that the line is moving at a (3) ________ pace. A queue that stops completely often feels worse than one that moves slowly but steadily, while fairness is another important (4) ________. Customers are more likely to accept a delay if they believe everyone is being treated in the same (5) ________. This is why a single line feeding several service points can work well. Finally, giving people something to look at or do may (6) ________ their attention away from the wait. None of these methods can (7) ________ delays altogether, but together they can make the experience considerably easier to (8) ________.