po polsku
illustration: DALL-EAs researchers explain in the renowned journal "Production and Operations Management", it`s about perception. A queue that looks like it`s moving quickly seems that way to us, regardless of whether the progress is actually fast.
Interestingly, this effect works at a system-wide level. When many customers experience this positive impression simultaneously, the efficiency of the entire queue improves - individual psychological reactions translate into benefits for everyone waiting.
From theory to practice. Without costly changes
In 2025, this discovery gained wide recognition in the Contact Center industry and began to be massively implemented in service centers worldwide. This was mainly due to the fact that companies could utilize it without conducting expensive reorganizations or hiring additional staff.
- The key to implementing this solution is the architecture of the first moments of contact with the customer - comments Krzysztof Lewiński, CEO of Armatis Polska, a customer service and sales outsourcer in Europe. - If the system immediately confirms identity, instantly verifies the order number, or quickly identifies the problem, the customer feels that the matter has moved forward. Even if the consultant later has to check details in the warehouse system or consult with the technical department, which naturally takes longer, the level of frustration is significantly lower.
As the Armatis representative explains, many examples of this discovery`s practical implementation can already be seen in the industry today. This includes, for example, chatbots that respond immediately to the first query and confirm understanding. IVR systems that present an action plan within the first few seconds. Even the way a consultant starts a conversation - if they quickly establish the context and outline the next steps. All of this gives the customer a sense of momentum.
- These are small changes in process architecture that do not require increasing the team, but radically change the customer`s feelings - says Krzysztof Lewiński. - We see it in the data. Call abandonment rates, customer satisfaction, handling time - everything improves when we apply this psychological principle.
Perception is the new reality
The mentioned study fits into a broader trend: customer satisfaction often depends more on perception than on objective facts. Just as "service with a smile" shows that attitude during service is as important as speed, understanding queue psychology gives companies another tool for managing customer experience.
- In times of growing competition in the service industry, queue psychology is not just an operational issue, but a potential competitive advantage - summarizes Krzysztof Lewiński. - The past year has shown that alongside all the technological revolutions, understanding human psychology remains the foundation of good service. And this could be the perfect starting point for 2026 for companies that want to improve their customer satisfaction - without spending a fortune on expanding teams or infrastructure.
COMMERCIAL BREAK
New articles in section Marketing and PR
How and why online stores lie. TrustMate report
Marek Jaworowski
Experts from the TrustMate.io platform analyzed the most common procedural errors and inaccuracies that lead Polish online stores to wrongly deny buyers their rights. They also prepared an appeal path for consumers who heard a refusal from customer service.
Online shopping in Poland. Report by the Chamber of Digital Economy
Patrycja Sołtysik, Izba Gospodarki Elektronicznej
For the fourth consecutive year, 100% of internet users declare making a digital purchase at least once, and 93% have shopped online in the last six months. 97% of purchases in Poland involve an internet-connected device at some stage - most commonly a smartphone.
Coffee for moms. This is how they recharge parents' batteries at the Wrocław children's hospital
Reporterzy support
24 hours, 7 days a week, for 3 months. Non-stop. That is the average time a mother spends in an oncology hospital, caring for her child during treatment. A new project has launched at the Przylądek Nadziei (Cape of Hope) children's oncology clinic in Wrocław. In a simple way, it helps parents reduce stress, calm their emotions, and boosts their energy for caregiving. And that directly translates into the effectiveness of the children's treatment.
See articles on a similar topic:
Bots on Hotlines. Armatis Customer Experience Index Study
KF
Nearly two-thirds of Poles report encountering a chatbot or voice bot when contacting customer service. This type of service often triggers negative emotions. Almost three-quarters of Poles would prefer to wait in line for human assistance rather than be served immediately by a bot.
Artificial intelligence in shopping. E-commerce 2026 report
Piotr Michalak, Altavia Kamikaze + K2
Already nearly 40% of Polish consumers use artificial intelligence on their shopping journey, although they often do so unconsciously. According to a report by the Altavia Kamikaze + K2 agency, the current year marks the final transition from traditional searching to recommendations based on AI.
Advertising Without Cookies. Is the Industry Ready for a Digital Revolution?
Krzysztof Fiedorek
The year 2024 was set to bring a revolution to the advertising industry as Google announced the removal of cookies in the Chrome browser for millions of users, sparking the beginning of a cookie-free era. However, Google’s change of heart surprised the market. A report on this topic was prepared by analysts from ID5.
Short Social Video. IAB Poland Report on Short Videos in Social Media
Krzysztof Fiedorek
According to the IAB Poland report from May 2024, short video clips are becoming increasingly popular in Poland. In 2023, 61% of internet users in Poland watched the format known as short social video, and 23% of them created such videos themselves. Polish internet users spend an average of 43 minutes a day watching them.
